INNA
engagement manager
(SAP 2025)
(INTERNAL TOOL)
How might we help Solution Advisors quickly and efficiently identify and rank the most valuable customer engagements, consolidating information scattered across multiple sources?
PRODUCT OVERVIEW.
THE PRODUCT
INNA is an AI-powered platform built with SAP Build Apps that consolidates and categorizes engagement data, helping Solution Advisors identify and rank the most valuable customer interactions.
THE PROBLEM
Lacks a unified system to consolidate engagement data, hindering Solution Advisors’ ability to quickly identify and rank the most valuable customer interactions.
THE GOAL
Optimize Solution Advisors’ time by using AI to consolidate and categorize engagement data, while providing a user-friendly platform for efficient decision-making.
MY ROLE AND RESPONSABILITIES
Designed the UX, built the interface in SAP Build Apps, conducted user testing, and assisted in project management.
PROJECT DURATION
6 months
Understanding the user
User research
Conducted user research with 8 current users to understand their workflows, tools, processes, goals, and KPIs. Gathered insights on pain points, needs, and desired outcomes to inform design decisions.
Pain Points
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Difficult to track engagement progress and identify who is assisting at each stage.
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Need for better filters, additional steps, program labels, and detailed tracking.
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Limited visibility of opportunities per client hinders overall process efficiency.
Additional Findings:
Users need to generate reports, but data was scattered and inconsistently recorded by each user.
Wireframe and flow
The app was complex to develop, involving three main components: the AI-powered database, the engagement manager who directed opportunities to users based on AI recommendations, and the end users who could review, approve, and engage with each opportunity. Users had access to all relevant information to interact with clients, log progress, and finalize engagements, indicating outcomes or issues, which allowed the system to identify patterns for future engagements. Over six screens were developed in SAP Build Apps, ensuring a smooth and intuitive flow across all user roles.
Users faced difficulties tracking engagement progress and understanding priorities.
To address this, we designed a user-friendly home interface featuring a clear table with tags, labels, visual indicators, and an AI-powered categorization column, allowing Solution Advisors to quickly see the order of priority and the status of each engagement.
Generating reports and registering work was inefficient, as data was scattered and inconsistently recorded.
We implemented a centralized board where users can log records, track contributions, and see who collaborated on each engagement, improving consistency, transparency, and team coordination.
