Usability Study FAQs
We would love to have you join one of our usability studies, to help make the SAP Support Portal easier to use. Please read the FAQs below for more information, and email email@example.com if you would like us to add you to our list of participants.
It's a great way for you to be directly involved in improving the SAP Support Portal. It allows us to see and understand where you may have issues using the SAP Support Portal. Typically, we run a usability study remotely, with you sitting comfortably at your desk in your office and an SAP Support researcher at their office. You'll both join an online meeting and telephone call at a time you've mutually agreed to. You'll then be asked to use a certain feature or area in the SAP Support Portal and share your screen with the researcher so they can see how you use the web site. They'll ask for your feedback, too. 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.
No. Focus groups involve getting a number of people in a room to discuss and share their opinions. This is a one-on-one online usability test with you and a researcher in an online meeting. Each customer (or participant, as we call them) has their own individual meeting time with the researcher.
No travel is required. Usability tests are run remotely. You can participate from your desk, during your normal work hours, using your own computer and telephone.
We would love to work with any customer who is willing to participate, but unfortunately due to our team's location and time zones, we can only work with Europe, North America, Latin America, Australia, and the Far-East. We are not able to work with our customers in the Asian sub-continent, or the Middle East. We apologize for this.
Most of our studies run for one hour, though ocasionally we run 30 minute sessions too. We would inform you of the duration ahead of time, of course.
If you would like to participate in a usability study, we require you to sign a Non-Disclosure Agreement (NDA). Among other things, the document states you will not share details discussed in the session, and that we have your permission to record the session.
Your face is never seen or recorded. We only record the phone conversation and your on-screen activity using the SAP Support Portal. 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 SAP Support Portal. The recordings are never shared outside SAP.
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 and usage of the SAP Support Portal.
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 you like, we'll keep you on the list and contact you for a future study.
We'll add you to our list of potential usability participants and email or call you as soon as we have a study that seems like a good fit for you.
You can definitely say that you participated in a usability study with SAP Support but you can't discuss any specifics of that study. All participants are required to sign a Non-Disclosure Agreement (NDA) before testing. The NDA states that you won't discuss the details of the study with anyone outside SAP. We appreciate your understanding.
No problem, just send an email to firstname.lastname@example.org and ask to be removed from our list. Please put 'REMOVE' in the subject line.