How is your organisation tackling the complexity of customer and staff engagement in the digital world? Are you positioned to create truly outstanding and integrated online experiences? In this presentation, Velrada's web, mobile and social lead, Cecily O’Neill, explores the key considerations in developing and implementing a unified user experience in the face of significant and increasing change across channels, devices and platforms. Cecily will draw on a range of projects across intranets, extranets, public websites and eCommerce to explore the latest trends in workplace modernisation, insights and oversight, service delivery and audience-centric engagement, and platform evolution.

1. V:SOLUTIONS
Unpack big ideas

Presentation to <Customer Name> October 2013
1

2. 2
2

3. For each new solution you should ask…
1
Can we make it simpler?
2
Does it make smart use of technology?
3
Does it meet the needs of its users?
4
Today’s
customers are
always connected,
frequently interrupted
and constantly interacting
with one or more devices in an
increasingly complex ecosystem that
puts data from websites, apps, wearable
devices, connected appliances, interactive
displays, online communities and social
networks at their fingertips.
- Forrester Research 2013
Is it beautifully designed?
3
3

4. Key considerations
Process
Rethink processes and tasks
As-you-go processes; Systems that are natively mobile;
Design for the context
User behaviour; Field environments;
Make use of device capabilities
NFC, GPS, camera, voice, contacts
Design for small screens and touch
Responsive design; Gesture based interaction models
Access anywhere, anytime
Support device explosion; BYOD; Online &Offline
4

5. The trends driving change
The role of technology and information in the public
sector, and how employees, stakeholders & citizens
interact with them, is changing rapidly.
With buzzwords, hot topics and a wealth
of new technologies and options to
consider, it can be difficult to know where
to begin or how to translate your strategic
goals into actionable plans.
Workplace
modernisation
Service delivery
& citizen-centric
engagement
Insight &
Accountability
Platform
evolution
5

6. Workplace modernisation
Gamification
Mobility
Collaboration
New ways
of working
NETWORK
CAPITAL
Budget
pressures
Staff
expectations
6

7. Workplace modernisation



The enterprise of tomorrow is neither a new technology nor a business model, but rather a
network of capabilities. More important than the number of smart people working for you,
is how intelligent are the links that connect them.
Push the envelope on collaboration. Experiment with enterprise social networks. Don’t
involve just your IT team. Create a cross department adoption team from HR, corporate
comms, finance and the executive and focus on solving real enterprise problems.
Connect workers with tools that support their processes & the devices that enable them to
work where & when they want




Employee portals with effective search
Simplified document & records management
Integrated office applications & line-of-business
systems
Enhance internal processes & communications with
functionally-rich & easy to use tools




Automate business processes with more efficient
design, deployment & operation of worker-centric
solutions
Support for remote & online collaboration
The management & security of portable devices
Government employee identity & access
management including support for delegations
7

8. People are driving this transformation
Your colleagues
understand the
value of connecting
Outside of work, you are
likely to be using a range of
channels and devices to
engage with friends & family
and access information &
services
Agencies are
being asked to
do more with
less everyday.
Allowing staff to connect
ideas across internal silos,
teams, geographies &
departments helps
overcome Institutional
obstacles
72%
of
organisations are
deploying at least one
social software tool
The success of social design
is in creating a highly
engaged community
focused on co-creation.
Easy when co-operation is
built into the infrastructure
Business & Consumer
> 1.5B
people around the globe have
a social networking account
38%
of time is lost
duplicating work and
searching for information
millennials will make
75%
up
of the Australian
workforce by 2025
8

9. %
79
of Australian
businesses don’t have mobile
optimised sites
Our mobile planet: Australia – understanding the mobile consumer
%
61
of users
surveyed said they were unlikely
to return to a site they had trouble
accessing from their phone
9

10. User
interacts with
device & web
channel
Audience
LOYALTY
TRUST
CREDIBILITY/REPUTATIION
INTENT TO RETURN
INTENT TO TRANSACT
USER SATISFACTION
WORD OF MOUTH
UX
Goals
Outcomes
FUNCTIONALITY Requires the user
Is exposed
through
To ensure
a positive
FEATURES
Are prescribed
according to
DESIGN
to interact with
Requires the user
to interact with
Digital Channel
Tasks
Achieved by performing
Elements that contribute to a
positive user experience
Expecting users to transact with you without
optimising their experience is wishful thinking
May be
facilitated by
10

11. Design for interaction
11

12. Keep the
navigation
simple
Make it finger friendly
Ensure it supports
different orientations
Limit the number
of steps required
to complete tasks
Enable re-directs
back to the full site
Make it fast to download
Keep it intuitive, remember
people don’t like to read
instructions
Make it accessible – forget
flash
Consider using GPS to
localise your offerings
Make the UX seamless
across devices
Don’t stop now
12

13. Why Nintex?
Nintex Workflow and Nintex Forms for Office 365

Design and run workflows in the cloud quickly and easily

Design forms in the cloud to be used anywhere on any device
Core Functionality

Build workflows using the app model, deployed on premise or Office
365 SharePoint 2013 environment

Connect to a range of cloud services, allowing web services to be
added to workflows without code; and publishing forms outside of
SharePoint

Build integrated, documentand SharePoint-centric
workflows that connect to
external systems such as
Microsoft Dynamics CRM,
web services and cloud
services

Extends business processes
outside the organisation, to
enable a mobile workforce to
interface with systems &
processes.
13

14. Why Yammer?
Yammer is Microsoft’s preferred
social tool for SharePoint
Yammer App for SharePoint
 Allows you to embed a Yammer group feed
into a SharePoint site to deliver the best of
both worlds.
Yammer Feed for Office 365
 Seamlessly navigate between Office 365 and
Yammer through an integrated experience.
 With Single Sign-On (SSO), users only need
to log in once to access the Yammer feed –
right inside Office 365.
Office Web Apps Integration
 Coming soon - With the Office Web Apps
integration, get rich document capabilities
to easily share and collaborate on
documents. Edit and co-edit documents –
including Word, PowerPoint and Excel –
inside Yammer.
14

15. Insights & Accountability
Compliance
Reliability
of data
Self-Service
BI
New sources
of data
DATA=
RELEVANCE
Better
decision
making
Drives
innovation
18
15

16. Insights & Accountability

Moving from numbers that keep score to numbers that drive actions

Help staff make more informed decisions

Reuse data to drive innovation

Ensure the necessary controls for accountability and compliance

Connect information to enable greater insight, accountability and compliance




Improved reliability of data will enhance
performance management
Open Government Data
Government ERP
Data interoperability




Geographic information systems
Capture more community data
Advanced analytics for Government
Records compliance and governance
16

17. V:SOLUTIONS
Data beats opinions
20
17

18. “
The ability to take data – to be able to
understand it, to process it, to extract value
from it, to visualise it, to communicate it,
is going to be a hugely important skill in
the next decade.
Hal Varian, Chief Economist, GOOGLE
21
18
“

19. “
The ability to take data – to be able to
understand it, to process it, to extract value
from it, to visualise it, to communicate it,
is going to be a hugely important skill in
the next decade.
Hal Varian, Chief Economist, GOOGLE
22
19
“

20. “
If you’re not asking questions about what’s
different today, you’re on a path to
complacency. It’s not necessarily overnight
shifts – they’re ongoing and perpetual – but
they are going to change everything.
“
Brian Solis, Principal, Altimer Group
21
20

21. The web is changing
New
channels
Different
devices
Greater
participation
New ways
of engaging
The web is
changing
Relevance &
context
User
expectations
21
24

22. Service delivery & citizen-centric engagement

Provide personalised, up-to-date information & services across all touchpoints

Improve operational efficiency with online self-service delivery

Use design patterns, device-appropriate content & functionality to deliver
contextually sensitive information & services

Promote consultation & participation

Take the lead in working within & across silos to build repeatable design
processes & oversight mechanisms that ensure that all touchpoints fit together



Citizen portals
Contact centres
Mobile applications

Citizen identity management and
security
22

23. How do you improve the user experience?
Discipline
Description
Role in unifying the experience
Define intended experiences based on business
objectives and user needs.
The strategy determines which experiences get
prioritised & guides the personality of those
interactions.
Ensures everyone knows who the users are, what
they do now and what they want going forward.
Knowledge of how users behave over time reveals how
cohesive the experience is.
Design
Consciously design experiences using known
design best practices.
Design standards & frameworks help provide focus on
a project while enabling a more unified a experience
across all touchpoints
Values
Create and maintain a user-centric culture.
This encourages cross-group collaboration that
facilitates more cohesive experiences.
Track ‘experience’ quality on an ongoing basis.
Consistent KPIs show overall experience quality and
touchpoint effectiveness
Identify specific people to monitor and
proactively manage experience quality
This directs funding, helps facilitate communication and
aggregates & disseminates best practices across teams.
Strategy
User needs
analysis
Measurement
Governance
23

24. Technology is changing
Plug-ins
Cloud vs.
on premise
Different
architectures
Configure
over code
CODE NOT
PAPER
BYOD
Social
built-in
24
38

25. Platform evolution

New products – platform centric with broader functionality

New vendors – smaller players adding value to existing platforms

Buy vs. Build – ‘apps’ are replacing bespoke development

Configure over code

Move away from best of breed enterprise platforms



Revisit your tech stack
Do more with less
BYOD is here to stay


Information silos no longer acceptable
Social is not a project, it’s built in
25

26. Develop your plan for each channel
Outcomes
Quality of information
Quality
Timeliness
Relevance
Context
Accuracy
Mobility
Self-service
Staff productivity
Presence
Follow
Approvals
Ease of use
Stakeholder engagement
Knowledge
portal
Intranet
Team Sites
Single source
Accessible
when I want
in the format
I want
Economic sustainability
Improved
productivity
BYOD
support
Integrated
LOB Systems
Relevant,
timely, easy
to publish,
single source
of truth
User satisfaction
Personalised
content
Stakeholder
mgmt.
Customer
self-service
Relevant
apps
Any device.
anywhere
26
41

27. What can we learn from
digital disruption?
27

28. 3
28

29. 4
29

30. 5
30

31. 7
31

32. 8
32

33. 9
33

34. 10
34

35. 11
35

36. IF YOUR CHILD
HAD YOUR JOB,
WHAT DO YOU
THINK THEY
WOULD DO
DIFFERENTLY?
The NEXT GENERATION’s
expectation of business
engagement from product
design, to workplace dynamics
and especially application
performance will be shaped by a
childhood of disruptive
technology and a mobile centric
worldview.
Mike Walsh, CEO of innovation research lab TOMORROW
36

37. “
The challenge is not keeping up
with change, but facing the real
opportunity - if you could start
with a clean sheet of paper, how
would you re-imagine the way
you work?
“
Mike Walsh, CEO of innovation research lab TOMORROW
13
37

38. introducing
v:central
`
14

39. The vision
The concept
In practice
15

40. 16

41. fusing business and social
networks together
17

42. fusing business and social
networks together
to connect our people,
18

43. O
19

44. BLAH
INFORMATION
BLAH
BLAH
BLAH
BLAH
20

45. and
the way we work
21

46. 22

47. Meet Steve….
23

48. 24

49. office 365
Chatter chatter
please keep the
office clean 365
days a year
Office noise 365
noise noise
office 365
chatter chatter
Chatter chatter
office 365
chatter chatter
(Office): 08-93657-564
Office noise
365 noise noise
Chitter chatter
office 365
chitter chatter
Office 365
Microsoft Cloud
Office noise 365
noise noise
Chatter chatter
office 365
chatter chatter
25

50. office 365
26

51. 27

52. 28

53. 29

54. 14
..at lunch
30

55. 14
Instant Message
Send Mail
Call Jacinda
..at lunch
31

56. 32

57. 33

58. 34

59. HELP
WANTED!
Office 365 Experts
Please Apply
35

60. 36

61. 37

62. Framework
Traditional
• Governance
• Search
– People & Expertise
– Filters and facets
• Taxonomy & Metadata
– Corporate Dictionary
Social Networking
• Blogs
• Newsfeed
• Tagging
• Instant Message (Lync)
• Alerts & Subscriptions
• Document Repositories
– Templates
• Communications & Training!
38

63. 39

64. Think BIG, start small….
40

65. Tightly manage, freely use….
41

66. Be adaptable….
42

67. WHAT INNOVATION
WOULD COME IF
YOUR SUCCESS WAS
TO BE JUDGED FROM
YOUR CUSTOMERS
VIEWPOINT?
To drive innovation you have to
stay close to the pain points of
your users. Get out of your
comfort zone and into your
stakeholders lived experience.
What your users do today (that
quite possibly drives you crazy)
might actually be the next big
opportunity.
Mike Walsh, CEO of innovation research lab TOMORROW
67

68. Adelaide Hills Council Website Redesign
44

69. Where did we start?
We held 3 key workshops and a number of
one on one interviews with key stakeholders
to understand the requirements for the redesign of the new AHC Web portal:

Vision Scope



Content Strategy


Why
Who
What
IA + UX = UI

How
69

70. Making a difference to customer engagement
Vision Scope
Content Strategy
IA + UX = UI
In this workshop we
explored the drivers and
guiding principles that
would be used to inform the
design of the Web portal:
In this workshop we looked
at the importance of content
and how it would be used to
address the Council’s goals
and satisfy user’s needs:
In this workshop we
addressed the interaction
design and how the visual
language would support the
users’ journey:





Strategic Drivers
Current State
Design Principles
Desired Future State
Stakeholder Audiences
(Internal & External)










Current Content Audit
Required Content Types
Purpose
Usefulness
Voice & Style
Who will create it
Who will maintain it
Publishing & Editorial Activities
URL Management
SEO





Site Map
Navigation & Search
Branding
Best Practice Design Trends
Responsive Design
70

71. What we learned

website personas

know your user;

make it personal;

identify relevant content; and


(FEASIBLE)
make it usable
draft sitemap


TECHNICAL
(VIABLE)
key functional requirements


make them present in the design.
BUSINESS
make it useful
EXPERIENCE
(DESIRABLE)
design approach

make it desirable
71

72. 77

73. Don’t let barriers stand in the way
control
privacy
purpose
culture
motivation
change
73

74. Drive innovation by staying
close to the lived experience
of your users
Judge your success from their
viewpoint & let them lead
your thinking
79

75. future
The
of
marketing and customer
acquisition/retention will be
a combination of science &
storytelling
80

76. next
The
generation of
customers & co-workers will
share a radically different
mindset to our own.
81

77. The
enterprise of
tomorrow will be a network
of capabilities built on a
cooperative infrastructure
82

78. smartest
The
organisations will leverage
data to generate insight,
.transforming everything from
products & services to
customer engagement
83

79. Organisations will
need to make their systems
actionable & available to
everyone via browser
enabled devices
84

80. We’d love to hear from you.
Tackling serious challenges around information management,
technology or business transformation? Whether its strategy,
implementation or advisory – talk to us – we can help.
www.velrada.com
1300 835 723
info@Velrada.com
@velrada
linkedin.com/company/velrada
Australia. New Zealand. Singapore.
80