Intuitive, intelligent, individual: what Gen Z expects from the user experience of an ERP system

If you are still using an older ERP system, then the user-friendliness probably leaves a lot to be desired. Not so important, you think? Far from it: many ERP systems work. But they feel like work. And that’s exactly what’s becoming a problem.

Companies often underestimate the extent to which the UX of an ERP system determines acceptance. Gen Z is a new user group coming into your company that does not simply accept poor software. Not because they are “more demanding” – but because they are used to other things.

Conversely, this means that the usability of an ERP system is becoming a strategic factor for you in the competition for skilled workers. In other words: ERP UX is no longer a UX issue – it is a recruiting and retention problem. This article shows what expectations Generation Z has of usability in ERP and which UX criteria you should pay attention to.

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Gen Z: Definition

Generation Z (Gen Z or Zoomer) refers to the age group of people born roughly between 1995 and 2010. They are the first generation to have grown up entirely in the digital age with the internet, smartphones and social media. For this reason, these young adults are considered to be particularly tech-savvy.

At the same time, the Gen Z cohort attaches great importance to topics such as sustainability and mental health. In the world of work, young employees are often self-confident and express a strong desire for meaningful work.

Gen Z & ERP: Why a bad UX is a real problem for you

Anyone who has ever worked with older ERP software knows that operating such a system is no fun. It is useful, but also complicated and time-consuming. Nested menus and long input masks can get on your nerves. Without a certain amount of experience with the solution, creating an order or a production order quickly resembles a guessing game.

Many companies say: “Our people are already working their way in.” The reality is:
They are learning the ropes – but they lose time, energy and motivation every day. A simple example: a new team member in Purchasing has to create an order. In many systems, this means: searching, clicking, hoping not to make a mistake.
In a well-designed system, however: a clear process, a next step, a quick result.

Unfortunately, the user-friendliness of many ERP systems is still inadequate even today. Typical are:

• Overloaded, text-heavy interfaces without clear user guidance
• Functions that can only be understood with the help of training or manuals
• Static dashboards that can hardly be personalized
• Lack of mobile usability and long loading times

While you may have been prepared to use such a business tool with gritted teeth, today such systems simply seem unnecessarily complicated. These young users have grown up with smartphones and platforms like TikTok. They are used to applications that are self-explanatory and respond at lightning speed. Gen Z therefore finds a complicated ERP user experience stressful and demotivating. This also allows distributed teams or other locations to be seamlessly integrated into processes. This is particularly advantageous for small and medium-sized companies.

For many users, a good ERP user experience is not an optional extra. It determines whether a system is accepted at all.

Matthias Schewior, Asseco Solutions

This could soon pose a major risk for your company. Because in a few years’ time, the Zoomers will no longer be in training, but will be taking up the positions of specialists. If ERP usability is still lagging behind, you will lose your attractiveness as an employer. In times of skills shortages, this would of course be fatal for your future viability.

This makes it all the more important that you find out today how an ERP system needs to be designed to meet the expectations of Gen Z. You should definitely consider the following UX factors for intuitive operation.

Gen Z & ERP: these are the 4 most important UX criteria

Most discussions about ERP-UX revolve around functions and features. What is often overlooked: It’s not about functions – it’s about cognitive load. In other words, questions such as: How quickly does a user understand what they are supposed to do? And how much energy does that cost them?

1. B2C-like ERP usability

Generation Z has grown up with intuitive B2C applications: when young people use apps from social networks, streaming services or shopping platforms these days, they don’t have to spend time learning the ropes – they understand the functionality straight away.

When digital natives come into contact with traditional business software for the first time, there is a disconnect: confusing screens, long loading times and complicated click sequences seem out of date. While young employees can reach their goals in their private lives with just a few taps, they are suddenly confronted with lengthy work processes in their day-to-day work. Frustration is therefore inevitable.

This is what Gen Z expects from the ERP system:

The company software should offer the same user-friendliness as private applications, so that operation is largely self-explanatory. This includes:

• Immediate comprehensibility without long familiarization
• Short distances to important functions
• Tidy surfaces
• Fast response times

The solution:

At best, the ERP system feels like a modern app to young employees – not like complex administration software. A consistently user-centered ERP UX is essential for this. This includes:

• Logically structured surfaces
• Easy navigation
• Clear guidance to the next important task
• Reduced masks
• Clear icons and visual orientation
• As few clicks as possible per task
• Fast loading times and immediate feedback

One example:

Flow Mode in the APplus ERP system offers Gen Z exactly this app feeling:

• Users work with intuitive functions such as drag & drop and autofill.
• They follow clearly structured processes that guide them reliably through their tasks.
• You reach your goal as quickly as possible because the system displays processes in a reduced interface and suggests suitable next steps.

2. mobile first – also in ERP

For Gen Z, the smartphone is a constant companion in everyday life. A survey by the digital association Bitkom shows: Young people between the ages of 16 and 29 spend an average of 216 minutes a day on their cell phones. Whether it’s social media, searching for information or online shopping: many things are primarily done on the move – even on the way to work or when traveling.

Young employees therefore also expect maximum flexibility at work. They want to be able to quickly access information or complete tasks – regardless of whether they are sitting at their desk or visiting a customer on the factory floor. Rigid desktop applications that only make sense on large monitors are not suited to the Zoomer’s working environment.

This is what Gen Z expects from the ERP system:

A modern ERP system should reflect the “mobile first” mindset of Generation Z. For this to succeed, every function in the ERP must be developed in such a way that it can be optimally operated both on the move and on the desktop. Mobile functionality should therefore not be an additional function, but an integral part of the ERP concept. Important aspects are

• effortless use on smartphone and tablet
• an interface that automatically adapts to different screen sizes
• Simple interactions via touch and gesture function

The solution:

The ERP system must be perfectly mobile operable and support a responsive design that allows the user interface to adapt dynamically to different devices. Essential UX elements are included:

• Sufficiently large touch surfaces for finger operation
• Reduced content and easy-to-read texts
• Gesture control such as swiping and tapping
• Fast loading times even with mobile connections

Examples:

• Production employees can check warehouse information on the tablet on the shop floor.
• Sales employees are able to call up quotation data on their smartphone.
• Managers have the option of granting approvals on business trips.

3. intelligent functions and AI support

Intelligent functions are as natural to Gen Z as electricity from the socket. When they consult search engines, the application automatically suggests frequently searched terms. When they search for films on streaming platforms, they receive recommendations that match their preferences. And when they navigate with Google Maps, they see an alternative route on the display in real time in the event of a traffic jam.

With the emergence of large language models (LLMs) such as ChatGPT and Google Gemini, expectations of the intelligence of systems have risen further. Young users interact with AI almost as routinely as with real people and demand lightning-fast, helpful responses from the technology. Systems without intelligent support quickly seem unnecessarily cumbersome.

This is what Gen Z expects from the ERP system:

ERP technology should proactively support employees in their work, making their work significantly simpler and more efficient. This is what digital natives want:

• Automatic suggestions for entries
• Intelligent error messages and notes
• Support for complex tasks
• Automated routine processes

The solution:

Intelligent functions and AI in the ERP system are no longer an optional bonus. Instead, they should be considered standard. These include, for example

• Auto-complete for entries
• Suggestions for next process steps
• Error messages before incorrect data is saved
• Automatic workflows for recurring tasks
• Assistance systems integrated directly into the ERP system

One example:

The AI-supported assistant Elly Help in the ERP solution APplus makes everyday work easier for users. It works like a chatbot: users can ask questions directly in the system using text or voice input and immediately receive context-related answers. These are based on content from the online help or support, for example.

Based on ChatGPT technology, Elly also supports employees with complex searches and the productive completion of their tasks. This enables employees to find a satisfactory solution to any problem in no time at all and experience tangible added value.

4. adaptability and personalization

Many young talents want to take on responsibility as quickly as possible and work independently. They therefore want maximum customizability when dealing with the ERP system. After all, the personalization of digital applications is an everyday process for Gen Z: Young people create individual playlists in music apps. They view personalized content on news platforms. And they customize apps both visually and functionally according to their own needs.

Long familiarization phases with time-consuming software training and “one size fits all” ergonomics tend to put Generation Z off. The standardized interfaces of classic ERP systems don’t just look like something from the Middle Ages. They almost feel like a corset that is too tight, leaving users hardly any room for individual habits and preferences.

This is what Gen Z expects from the ERP system:

An ERP solution should be adaptable to different working methods and preferences so that users feel at home in the system. Zoomers want to solve problems independently and not have to constantly ask experienced colleagues for advice. After all, it is quite normal for them to learn how to use digital applications purely by trial and error. Typical expectations are:

• Fast ERP onboarding of new users
• Independent learning without organized training
• Individually configurable surfaces
• Quick access to frequently used functions
• a working environment that suits the respective role

The solution:

Systems must adapt to users – not the other way around. However, this is still the exception rather than the rule in many ERP systems today.

Modern ERP systems offer, among other things:

• Variable dashboards that can be put together individually
• Favorite areas for frequently used functions
• the visual modeling of workflows
• Individual widgets with relevant key figures
• Different display modes – such as dark or light mode

One example:

A buyer checks supplier orders and price developments on a daily basis. In a customizable ERP dashboard, she can configure precisely this information as a home screen. This means she can immediately see open orders and current price variances when she opens the system. This saves her time when searching for information and allows her to react more quickly to critical situations.

Gen Z & ERP: All important UX criteria at a glance

Conclusion: Gen Z sets new standards for ERP-UX

Intuitive operation, mobile use and intelligent support are no longer optional extras. They decide whether systems are accepted.

The crucial question is therefore not whether ERP-UX is changing. But rather: Whether your system still meets the expectations of your future employees. And whether you are ready to see UX as a real competitive factor.

If you ignore this, you not only lose efficiency – but also the talent that is supposed to work with these systems in the long term. Good usability is therefore no longer optimization. It is the prerequisite for your systems to be accepted at all.e for optimized processes, enable the development of innovative business models and increase customer satisfaction. This makes it easy for you to withstand growing competitive pressure.