Fiori – Delightfulness explained by Kano model


Consumer user experience is the new standard for ERP and SAP has made it clear that Fiori is going to be the “to go” solution for SAP user experience. If you are an ABAPer and Fiori is a completely new topic for you – you can read my previous blog, which can provide you with an introduction to Fiori. In this blog, we will try to give our perspective on – one of the very mysterious design principles for Fiori – Delightfulness.

SAP has given five design principles for building any Fiori App and they are following:

  • It should be role-based – Break the big transactions into role-based components
  • It should be responsive – Accessible from any device.
  • It should be simple – Easy to learn to have more acceptance rate and low cost of training.
  • It should be coherent – So that even a new app seems familiar and again to reduce training cost.
  • It should be delightful – Sounds confusing, why this is one of the key design principles.

In order to explain this, I want to use the Kano model. Kano model is a theory of Product Development and customer satisfaction developed by Professor Noriaki Kano. In a very simplistic way, this theory can be explained as following –

Here we are going to talk to Expected Quality and Exciting Quality.

Expected Quality is something customer expects in a product. No matter how well something is done, customers will never be fully satisfied as there is always room for improvement. But if it is not present, then customers will be highly dissatisfied.

On the contrary to Expected Quality, Exciting Quality is something which customers have not thought of (if a customer can think of it then it becomes the expected quality). Here if it is not done, then customers are not dissatisfied but if it is done, then customers are highly satisfied. This feature is very important for customer retention and in the majority of cases, this acts as the differentiator between the competitors.

SAP understands and so Delightfulness was added as a key design principle. In your Fiori App always give customers something which they do not expect but they would like to have it. It requires deep understanding about the customer requirement. If the Fiori Apps are delightful, users will be amazed, excited and impressed by the app and in their subconscious, they will rate the product or design as better. It must be understood here that this does not mean cramping up features in the app because that would be in contradiction with another key principle – Simplicity. It should also be clear that customer will never be happy if you provide an exciting quality in place of expected quality.

Traditionally, SAP softwares were solid but to an extend intimidating. By adding delightfulness SAP wants to reimage itself – keeping the core intact but impressing the users with their frontend. As a consultant, we must embrace this change and act as brand representatives of SAP and provide that delightful twist for the user. By adding Delightfulness as one of the key principles – SAP is asking us to go beyond the user requirement to please the customers. In Indian version – we call it “Tadka maar ke”.

Hope this was helpful for you. Comments, suggestions, and feedbacks are welcome. Do subscribe to our blog for more contents (and better) like this. For now, signing off.

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