If you work with SAP Sup­port, you are most like­ly very famil­iar with the SAP Sup­port Por­tal. Thanks to cus­tomer influ­ence, engage­ment in usabil­i­ty stud­ies, and feed­back, we are pleased to share the new look and feel of the SAP Sup­port Por­tal with you.

With a new design, we con­tin­ue to focus on the crit­i­cal rea­sons cus­tomers and part­ners vis­it the SAP Sup­port Por­tal: search, which is front and cen­ter on the home­page, as well as impor­tant sup­port relat­ed tasks such as report­ing inci­dents, man­ag­ing inci­dents, down­load­ing soft­ware, main­tain­ing sys­tems, admin­is­ter­ing users, and more.

We’ve redesigned the site to make it sim­pler and eas­i­er to use. Part of this is mak­ing the por­tal look and feel sim­i­lar to oth­er SAP dig­i­tal prop­er­ties, like SAP Com­mu­ni­ty Net­work and sap​.com.

Mobile opti­miza­tion is a key ben­e­fit to the new site as well. Mobile vis­i­tors will now be able to use the site regard­less of the device they are using.

Our focus remains on ensur­ing we have a great desk­top expe­ri­ence, but also one that will allow you to use the site on a mobile device, when the need arises.

As part of the SAP Sup­port Por­tal pre­view peri­od (which began in Octo­ber 2016), a sur­vey was open to all vis­i­tors. The project team close­ly mon­i­tored feed­back. and imple­ment­ed request­ed changes.

Over­all feed­back was positive:

“It looks more user friend­ly from desk­top and from mobile as well.”

“The land­ing page is less cluttered” 

“Final­ly, clean and pre­cise infor­ma­tion design! Thanks!” 

We received requests for addi­tion­al search func­tion­al­i­ty from the new home­page, including:

• the abil­i­ty to dis­play an SAP Note or KBA direct­ly if the user’s search term is an SAP Note or KBA num­ber (vs. see­ing it list­ed in a search result list)
• a wider search field
• eas­i­er access toEx­pert Search from the Home page

Cus­tomers also asked us to reduce the size of images in order to fit more con­tent on their screens.

We took this feed­back very seri­ous­ly and imple­ment­ed all of those changes on our new homepage.

Join this web­cast to learn about and see the new mobile-opti­mized expe­ri­ence, the sim­pli­fied struc­ture, and a more seam­less user expe­ri­ence. (Please note that the SAP ONE Sup­port Launch­pad is not affected.)

Speak­ers:

Alyson Munroe, Senior Man­ag­er Usabil­i­ty, SAP Prod­uct Sup­port Cus­tomer Expe­ri­ence Team