Get Support Application

Migrating support to SAP for Me

Background

Migrating from the SAP ONE Support Launchpad to SAP for Me


I worked on the SAP for Me Get Support application as a UX design intern. Although I was an intern, I was trusted to lead critical parts of the project from early user research to designing flows, wireframes, and usability testing.


Results

Faster Case Routing

Reduced incorrect case submissions


Smarter Channel Selection

Cut decision time by an estimated 30%


Reduced User Drop-Off

20% fewer users quit before getting help.

OVERVIEW

PROBLEM STATEMENT

Too many users gave up before they got help.

Not because they didn’t need it, but because the path there felt impossible.

SAP ONE Support Launchpad made support unnecessarily difficult.

THE WHY

The support system flow is why this problem exists.

1

Search First

Users must search their issue and get related documents.

2

Hidden Options

Support choices are tucked away in the top-right corner.

3

Restart Support

Switching from search to support makes users repeat information.

PROBLEM QUESTION

How can every action move users toward resolution?

Our goal was simple: fewer dead ends, faster answers, and support that feels seamless.


SOLUTION

A smarter, simpler SAP Support Experience

SAP for Me centralizes support with guided flows, intelligent suggestions, and user-focused design.

Guided Issue Resolution

Step-by-step help or escalation to experts.

Integrated Base Search

Instant access to helpful articles.

AI-Powered Recommendations

Smart channel and issue suggestions.

RESEARCH

VALIDATING PAIN POINTS

We listened first to the data.

Clicks, exits, drop-offs. Every number pointed to a struggle. But why?

Users leave the site

55% of the time

After a failed search

Clicks go nowhere

40% of the time

On empty screen areas

Only a small number

15% of users

Click the support icon

Users try again

With 2+ Searches

Before giving up

USER INTERVIEWS

We asked our users from SAP ONE Support.

From onboarding to escalation, we followed their journey.

Pilot Group Engagement

We selected users who were part of SAP ONE Support Launchpad’s pilot group since they already understood SAP’s ecosystem.

Parallel Platform Observation

We ran SAP ONE and SAP for Me side-by-side to gather real-time feedback about transitioning a support portal inside SAP for Me.

Co-Collaboration Workshops

We received user inputs on critical aspects like search integration and application workflows.

USER GROUP

But we realized support wasn’t just for IT anymore.

As SAP moved to the cloud, so did its users, and many of them weren’t technical.

So, we added in a different user group.

End Users

Business professionals in HR, finance, procurement, and operations.

Goals & Needs

Clear guidance, real-time status transparency, and minimal technical complexity.

Technical Skills

Basic proficiency with standard office tools (email, spreadsheets).

Frustrations

Hidden support options, unclear terminology, and redundant steps.

AFFINITY MAPPING

We mapped the noise and found direction.

Four themes surfaced, each pointing to what needed fixing.

What felt like scattered issues began to align: search needed to feel smart, navigation needed to feel guided, requests needed to feel transparent, and self-help needed to feel, well… helpful.

Search & Discoverability Issues

No way to filter search results by user role.

No recognition technical terms in search.

Search results are irrelevant or overwhelming.

Critical help sections are buried.

Navigation Streamlining

Unclear differences in support options.

Hidden or poorly labeled support entry points.

Fear of choosing the wrong support channel.

No guidance on which channel to use.

Ticket Requests

No visibility into ticket progress after submission.

Unclear timelines for resolution.

No notifications for updates or delays.

Difficulty finding past requests or solutions.

Lack of Self Service Guidance

No visual aids to guide trouble-shooting.

Missing interactive tools.

Solutions are outdated.

Knowledge base articles are too technical.

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.

Search Issues

How might we make help instantly findable?

Intelligent Search

Prioritized actionable solutions, "best solution," and role-filtered results.

Channel Confusion

How might we guide users to the right help?

Guided Support

Smart routing to the right help (chat vs. ticket), plain-language explanations.

Self-Service Gaps

How might we empower users to solve issues themselves?

Self-Service Tools

Step-by-step checklists, visual aids, and AI-driven troubleshooting.

Opaque Status

How might we keep users informed in their process?

Transparent Tracking

Real-time updates, resolution ETAs, and proactive delay notifications.

USER FLOW

Before designing screens, we needed to define structure.

This user flow outlines how a support request moves through the system: from entering information to choosing a channel path.

WIREFRAMES

We sketched fast, so we could align faster.

We created very rough, low-fidelity wireframes that helped us get quick feedback and stay on the same page from day one.

Start Request

Tell us the problem you are facing.

Pick Your Path

Select how you want to receive support.

Share More

Give us just enough info to help.

Add Attachments

Upload screenshots or documents.

Schedule Expert

Pick date and time for one-on-one help.

Expert Chat

Get immediate answers in real-time.

Create a Case

Submit a case for troubleshooting.

DESIGN CONSIDERATIONS

Every decision had a reason.

What did users need to feel confident? What helped them stay on track? Every visual, label, and interaction was chosen to reduce hesitation and create momentum.

Progress Bar

Before

Users followed a horizontal bar but lost track of where they were.

Cognitive Load

Low Visibility

Weak Flow

Before

Users faced long descriptions, slowing their momentum.

Redundant titles

Long text

Cluttered

Recommended Solutions

Before

Users had to finish describing their issue before seeing any help.

Disconnected

Unresponsive

Static

Guided Channel Options

Before

Users saw options, but didn’t understand which one fit best.

Minimal Context

Too Much Whitespace

Un-prioritized Layout

EVALUATION

USABILITY TESTING

What testing revealed, and what still needed work.

We ran task-based usability testing with real users to measure what improved and where friction remained.

The Good

Users finished

92% of tasks

With no drop-off

On average

35% faster

Task completion rate

Up to

85% of users

Felt more confident

Suggestions improved

By up to 60%

In relevance

The Bad

Without guidance

28% of users

Chose the wrong product

When switching channels

45% of users

Wanted to restart

ITERATIONS

We addressed the pain points from usability feedback.

After testing, we refined the experience around system selection and channel switching, two areas where users still struggled.


Clearer System Selection

Problem

Solution

Users often entered incorrect or incomplete product info, causing delays and poor AI recommendations.

Easier Channel Switching

Problem

Solution

Once users chose a support channel, they had no way to go back and try a different one without starting over.

FINAL SCREENS

Introducing Get Support in SAP for Me.

REFLECTION

What did I learn from this opportunity?

How did this project shape me as a designer?

What did working with AI teach me?

What did working at SAP teach me about designing at scale?

Was this actually shipped?