Understanding the SAP User Experience Management Software, KNOA

Posted on September 2015 By Speller International

​One of the commitments the Speller International team made internally at our FY15/16 launch in July was to keep abreast of the newer SAP technologies. Our Emerging Technologies task force, led by Senior Account Manager Dara Dennis, identified the technologies on which we required additional information and then approached industry experts in our network to conduct presentations.

Our first presentation was held last Monday with Dr Susan Foster who focused on SAP User Experience Management Software by KNOA.

Dr Foster is the SAUG Lead for Business Analyst Community and Organisational Change and Training, and a lecturer in the Faculty of Information Technology, Monash University. She recently wrote the article Focusing on training success for Inside SAP magazine, which outlines how KNOA can be used to ensure users are effectively trained and using the system correctly.

Dr Foster provided an overview of KNOA, why a company would implement it, how it works and a case study on an American company who implemented the system.

KNOA is a software that monitors, measures and manages how end-users utilise enterprise applications by capturing 100% of activity for both system errors and user errors. 20% of the Fortune 500 and hundreds of Global 5000 companies have already licensed KNOA software to power their user experience and optimise their performance and Australian companies are starting to take notice.

Key takeaways from the presentation

  • A core application that keeps your business running by ensuring it is functioning correctly

  • Highlights errors in a manner that is clearly visible and therefore easily actioned

  • When implementing, it is best to focus on a couple of core business areas rather than rolling it out across all applications

  • Reduces cost of user training and time spent on errors and IT Help Support

  • Requires an appropriate change management strategy for it to be a successful implementation

  • Given it is an analysis of your users, it is imperative to have buy-in from every employee with a top down approach from Management that includes the support of HR

  • End users should be involved in policy and procedural changes

If you would like to learn more about KNOA, below are some useful references:

Working for a company that has implemented KNOA? We would love to hear your thoughts on how the system works and how it was rolled-out.