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?