Rich Internet Applications: 10 Dos and Don’ts for Engaging Users

  • by CRM Expert Staff
  • December 13, 2011
Learn important guidelines for creating and rolling out rich Internet applications (RIAs) to improve the usability of your SAP CRM screens.
Key Concept

This Etip was adapted from Nelly Mensah’s presentation at CRM 2011, “Rich Internet Applications on the Front End: 10 Dos and Don'ts for Engaging Your Users.” Nelly is a Business Technology Analyst at Deloitte Consulting.

Even with the advent of the SAP CRM WebClient UI, native SAP CRM screens are not always friendly to navigate. Standard SAP CRM screens are often complex and have fields that are not used by certain groups of users, and users often have to go through several of these to complete one task. Also, if SAP CRM is linked to a third-party or legacy system of some kind, users may have to switch between multiple systems to get the job done. Under such circumstances, users usually require extensive training, take longer to accomplish their tasks, and are less likely to adopt the technology.

One way to mitigate the usability limitations of native SAP systems is through rich Internet applications (RIAs), user interfaces that are layered on top of the SAP system. These interfaces can be designed to include only the functions needed by users, and to reduce the number of screens and clicks needed to accomplish a particular task. The resulting simpler process is easier to teach, remember, and convince users to adopt.

In designing these interfaces, usability is key. Here are 10 dos and don’ts for designing RIAs with usability in mind.

CRM Expert Staff

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