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Designing SAP S/4 HANA Work Instructions

From System Complexity to Floor Clarity: Designing SAP S/4 HANA Work Instructions for Logistics Associates

OVERVIEW

When Cepheid migrated to SAP S/4HANA, Logistics Associates had no structured guidance for navigating the new system. Without clear, role-specific instructions, associates relied on peer workarounds and supervisor escalations — slowing operations and increasing error risk.

Impact:

  • Operator based error risk decreased by 10-15%.
  • Logistics Associates had a structured guidance for navigating the new system.

MY ROLE

Lead Instructional Designer — owned analysis → design → evaluation

THE BUSINESS PROBLEM

When Cepheid migrated to SAP S/4HANA, Logistics Associates had no structured guidance for navigating the new system. Without clear, role-specific instructions, associates relied on peer workarounds and supervisor escalations.

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This significantly slowed operations and the number of operator-based errors increased significantly.

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WHAT I DID?

1) Analysis

  • Identified the main audience for the Work Instructions: Logistics Associates.
  • Interviewed SMEs and supervisors to understand which SAP transactions/workflows were causing the most confusion.
  • Defined the performance gap: associates knew what to do but not how to execute it in SAP.

2) Design

  • Determined that a work instruction (job aid) was the right solution — not a course, because performance support was needed. This was not a performance gap.
  • Mapped each SAP transaction to a step-by-step workflow.

3) Development

  • Built the Work Instructions in Microsoft Word.
  • Translated SAP system language into plain, role-specific terminology.
  • To reduce cognitive load, I used directional callouts to draw attention to high-stakes steps where errors were most likely to occur.

4) Pilot Implementation

  • Distributed work instructions at point of need through our Learning Management System (LMS), Compliance Wire.
  • Conducted a brief walkthrough with associates and supervisors.
  • Trained leads on how to reference the job aids during onboarding.

5) Evaluation

  • Gathered feedback from associates and supervisors post-rollout.
  • Utilized Power BI to track any reduction in escalations/supervisor questions.
  • Iterated based on feedback — updated screenshots when SAP UI changed

WHAT CHANGED (RESULT)

The work instructions shifted SAP navigation from a pain point to a solved problem. Supervisors reported fewer interruptions, associates moved through transactions with greater independence, and the logistics floor no longer relied on informal peer workarounds.

Based on post-deployment feedback, time-to-competency decreased by an estimated 10-15%.