Contact Us

Learn About Usability with SAP Support

Taking part in a usability study is a great way for you to be directly involved in improving your experience when you need support for SAP products. They allow us to understand where you may have challenges using the SAP Support Portal or SAP for Me.

We run usability studies remotely between you and an SAP Support researcher in an online meeting that is 30 minutes to one hour. You'll be asked to use certain features or areas of our website or application and share your screen with the researcher so they can see how you use the tool. They'll ask for your feedback, too. Typically, the meeting will be recorded for analysis. This helps the researcher so they don't need to scribble notes throughout the session. Your participation will help us better understand your needs on the web site or application.

No. Focus groups involve getting a number of people in a room to discuss and share their opinions. A usability study is a one-on-one online meeting with you and a researcher. Each participant has their own individual meeting time with the researcher.

There are several usability research methods that may be used during a study. Some of the most common ones used are Usability Studies, Expert Reviews, Surveys, Focus Groups, A/B Tests, and Tree Testing. For more information on those methods, you can visit our Work Zone page

Your face is never seen or recorded. We only record the phone conversation and your on-screen activity. These recordings help us analyze the results of the study in order to recommend improvements. Video is a great way to show the project teams how customers actually use the support website and the applications on the site. The recordings are never shared, and all participants are given advanced notice about how their data and privacy will be handled at SAP. If you are not comfortable with any aspect of the study, you can withdraw at any time.

That's impossible, because we're not testing you, we're testing the interface. There are no right and wrong answers. You also can't hurt the researcher's feelings with any comments you want to make. We encourage open, honest feedback.

Sometimes you may not fit the profile we are looking for (e.g. if we want to test with super administrators, and you aren't one). If it is ok with you, we'll keep you on a list and contact you for a future study.