You can’t manage what you don’t measure

In this talk, Sven Assmann — BTP Cross Experience Design Lead at SAP — shares how SAP approaches usability within its Business Technology Platform from both a quantitative and collaborative perspective.From UX KPIs and surveys to dashboards, closed feedback loops, and user research panels, he demonstrates how structured measurement creates visibility — and accountability — for experience quality. At the same time, he highlights how this data-driven mindset integrates into a harmonized operating model, where user journeys and service blueprints are co-created as part of a shared product vision.