Mobile Get Support

Support on the go.

Background

Redesigning Support for Mobile

Having previously worked on the desktop version during my internship at SAP, I was excited to rethink the flow from a mobile-first perspective. I led key parts of the design process, from early research to prototyping and testing.

Results

Faster Case Routing

Reduced incorrect case submissions

86/100 Usability Satisfaction

Users rated the app as highly intuitive.

Reduced User Drop-Off

20% fewer users quit before getting help.

OVERVIEW

PROBLEM STATEMENT

Getting support from SAP required a desktop.

Users needed a faster, mobile-friendly way to request help and manage cases while they are on the go.

PROBLEM QUESTION

How do we bring the full support experience to mobile?

The challenge was to redesign complex case creation, chat, and file uploads for users on smaller screens with less time.

SOLUTION

Support that fits in your pocket

The SAP for Me mobile app reimagines support for on the go with fast actions, touch-friendly forms, and intelligent guidance.

Streamlined Mobile Flow

A simplified, step-by-step journey.

Instant Expert Access

Start a real-time chat for quick help.

Native File Capture

Attach files straight from your phone in a tap.

Predictive Autofill

AI prefills product and function fields instantly.

RESEARCH

VALIDATING PAIN POINTS

What works on desktop doesn’t work on mobile.

We evaluated the existing support flow to uncover friction points that needed rethinking for a mobile-first experience.

Form Overload

Too many required fields created cognitive fatigue and slowed down task completion.

Layout Density

Multi-column designs and small font sizes made it hard to focus or tap.

Dropdown Fatigue

Excessive drop-downs with long, nested options caused user hesitation.

Context Switching

Users had to jump between systems or tabs to find needed info.

USER INTERVIEWS

We listened to the people behind the problems.

We interviewed SAP users who frequently work on-the-go to understand how and when they need support while mobile.

“I want to track support cases while I’m moving between meetings, like updates and such."

— IT Manager

“Ideally, I’d snap a photo of the issue, type a few words, and have it done."

— Field Engineer

"I want to describe the problem in plain language and have the system figure it out."

— SAP Customer Admin

AFFINITY MAPPING

We brainstormed features around what users needed most.

Each theme reflects a core pain point users wanted solved, so we mapped potential solutions directly to what they asked for.

Mobile Urgency

Smart AI prefill (auto-detect product).

Quick ticket mode (minimal required fields → submit).

Save as draft (in case of interruptions).

Support shortcut on home screen or widget.

On-the-Go Attachments

One-tap photo upload integration.

Support for annotated screenshots.

Attach from recent files/documents.

In-line file preview before submission.

Real-Time Help

Embedded Expert Chat within support flow.

Priority toggle: “Chat or Case?” decision up front.

Chat transcripts automatically logged to cases.

Push notifications for unread replies and updates.

Context-Aware Experience

Auto-save progress across steps.

Cross-device continuity (start on mobile, finish on desktop).

Location-aware issue suggestions for help.

Adaptive field density (shorter form layout).

DESIGN

CORE FUNCTIONALITIES

We then turned the problems into principles.

From confusing search to unclear guidance, each challenge became a question and each answer shaped a feature.

Mobile Urgency

How might we let users report issues quickly, from anywhere?

Quick Support

Minimal required fields, fast AI-driven classification.

On-the-Go Attachments

How might we make sharing context as easy as taking a photo?

Seamless Uploads

Tap-to-upload via camera or gallery, in-line previews.

Real-Time Help

How might we connect users directly to live support?

Expert Chat

Smart routing to chat vs. ticket, chat history saved to case.

Context-Aware Experience

How might we help users manage support even while multitasking?

Smart Continuity

Auto-saved drafts, case syncing across devices, and glanceable case status.

USER FLOW

We wanted the flow of the app to be simple.

Every step in the support journey was mapped to feel intuitive on mobile. We wanted fewer decisions, clearer paths, and just the right options at the right time.

WIREFRAMES

We outlined a form that’s easy to complete on the go.

We created quick wireframes to align on a mobile-friendly layout for getting help. We focused on on clean structure with minimal steps.

DESIGN CONSIDERATIONS

We simplified support and rethought placement for mobile.

We found that too many support options and unclear CTA placement overwhelmed users on mobile. Through focused design iterations, we narrowed the flow and repositioned key actions to match user intent.

Before

Offered too many options, slowing users down on mobile.

Not a fast

support option

Cluttered;

hard to tap

How many support options are necessary for mobile users?

On mobile, users expect speed and clarity. The original layout mirrored the desktop, offering multiple support paths that overwhelmed and slowed users down.

By reducing the choices to just Expert Chat and Create a Case, the design now eliminates decision fatigue, aligns with mobile usage patterns, and guides users to the most effective actions.

Where should support live in a mobile app to stay accessible at all times?

When users need help, they shouldn’t have to search for it in a card list.

Placing Get Support as a floating action button ensures it's constantly within reach, no matter where users are in the app.

Before