Enterprise Web 2.0 - Fad vs. Utility

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Web 2.0 + Enterprise = Web.Overdrive Jeremy Ashley, Applications UX VP Luke Kowalski, Corporate UI Architect

Long Tail

Overview
Consumer vs. Enterprise UX – same, but different?
Web 2.0 – Sorting out what is utility, and what is a fad
Web 2.0 Enterprise Dimensions-special considerations, adaptations, and rethinking user needs
Web 2.0 Components – Enterprise Classifications
Examples

Enterprise vs. Consumer User Experience
Examples of Enterprise Applications: Retail, Point of Sale, Procurement, Human Resources, Content Management, CRM, Application Server, Telco, Tax, Shop Floor, Identity Management, Database monitoring and tuning, developer tools, etc…
User Profile and Unique Characteristics
Enterprise users carry the same expectations as consumers (computers at work and at home)
Enterprise users do not need to be entertained or held captive on a page. They have regulations, performance, efficiency, and business goals
Design cycles are longer, domains deeper, and total cost of ownership matters more when heterogeneous / multiple applications, systems, and hardware are involved
3 distinct navigation models:
Known task, known path (Self Service)
Known task, unknown path (Directed)
Unknown task, unknown path (Exploratory)

Web 2.0 Components
Content Aggregation - Mash-ups, RSS feeds, other unstructured data
UI Platform - Rich Internet Applications
Blended desktop and Web UX -Desktop Integration
Search -Semantic Web and….As Navigation -Back to the command line?
Collaboration or network effects mechanisms:
Tagging / Bookmarking
Wikis, Blogs
Grid and Community Computing
Shared Tools and Standards- -Web 2.0 Enterprise and Standards (SOA, XML,REST interfaces, etc.)
Design Pattern repositories
IDEs and Business Process Modelers

What is Web 2.0?
An interesting set of features, but…..
Also a victim of its own hype ( Fad vs. usefulness)
Can a company buy Web 2.0?
Web 2.0 and 3.0 etc are not actual things, but are sets of progressive features
For Web 2.0 in Enterprise, the question becomes:
Should we “port” web 2.0 concepts to the enterprise “as is”?
Should we rethink the use cases, the new medium, and the needs of this particular user type?
Is it really just a product perception/marketing/messaging issue
Any feature or concept has to have real value to customer/user
Governance, security policy, and intelligent information filtering serve as drivers

Hype vs. End User Utility
Web 2.0 has already become ironic (not iconic)
Web 2.0 creates the infrastructure to support its own hype (Blogs etc)
Trends often pundit driven
Web 2.0 generates much more content, and allows anyone at any level to get in the discussion
This leads to quality issues (fact vs. opinion)
Search and navigation (sheer volume of noise paralyzes discussion)
Freedom of speech / limitless empowerment do not always work in hierarchical structures

‘Me’ Media and the Enterprise
Is social networking useful to the Enterprise?
If the approach is how can we use myspace in our apps, then no
If the approach is how can we generate a community to help support each other and business goals and information refinement, then yes.
Who vets the quality of the content?
Do Enterprises want to have unstructured processes?
We do have to manage unstructured information in addition to structured information (schemas / DBs)
Example: Intranet blogosphere – democracy rules?
Accountability, HR, Audit trails, regional rules

Web 2.0 Enterprise Bloopers
You could rate your fellow employees for appraisals. Give them stars and rating like netflix
Release training on Youtube. Competitive and monetization issues?
Recruiters go to your myspace profile as a reference. Pictures from a college party?
Employees pick (Digg!) next assignment from catalogue. Everyone wants “architectural vision” for their project…

Next Generation Survey Enterprise Adoption of Web 2.0 Technologies The McKinsey Quarterly conducted this survey in January 2007 and received responses from 2,847 executives worldwide, 44% hold C-level positions.
>75% plan to maintain or increase their investments that encourage user collaboration, social networks, etc.
66% regret not boosting their capabilities to exploit these new technologies. More executives said they should have acted faster.
Executives Worldwide: But…..

Next Generation Technologies The McKinsey Quarterly conducted this survey in January 2007 and received responses from 2,847 executives worldwide, 44% hold C-level positions. Use or Planning to Use

Web 2.0 + Enterprise dimensions
Enterprise dimensions for examples that will follow
Security
Scalability
Performance
Compliance (SOX, Accessibility, Internal Business Process Audits)
Legal
Licensing
Monetization
Structured + Unstructured Data
Integration (hosted, proprietary, client server, 3 rd party)

Web 2.0 Enterprise Use Cases
Content Management, structured and unstructured groups collaborating on projects, rankings, but controlled by corporate policies and business rules
Hosted Intra-company exchanges and the supply chain-catalogues and trading communities
Editable portals, where disparate content and mash-ups are possible with standards-based tools and open, robust interfaces
Custom business intelligence dashboards- by combining structured and unstructured data
Mobile tagging- field service (factory inspection / QA / QC)
Rich client financial UIs for information visualization of financial predictions, models, or mash ups of external statistical data sources
Flexible user task flows, as enabled by declaratively defined business processes (SOA Architectures)
Support Knowledgebases including internal and external content
Hosted and Contextual help systems with Meta Search capabilities

Content Aggregation
Consumer -> Enterprise translation issues:
Licensing- Mash-ups (Consumer vs. Enterprise License)
Cannot package random content - Type of licenses (GPL 2,3, MPL, etc.), IP/indemnity, litigation limits, and other issues.
Stability of Third Party Components –Need for Service Level Agreements for mashed up portlets, performance/load guarantees
Reconciliation of enterprise vs. web economic models (Number of transactions vs. click-throughs vs. license and support pricing).
Channel and Reseller relationships associated with mash-ups
Understanding data and context vs. screen scraping. Role of Business Intelligence engines.
Web Service / SOA Model for mash-ups
Security- Single Sign-on for heterogeneous portlets
Performance Monitoring tools – correlating metrics, understanding thresholds

Web 2.0 Content Agregation Notifications Email Documents Discussions Personal / Group Spaces Presence Preferences Search Recent Favorites

Salesforce mash-up

UI Platform-Rich Internet Applications
Rich Client is a transition back to desktop UI metaphors, independent of Web 2.0. Customers need higher screen density, modality, fewer clicks and refreshes, all in order to complete a task in a more efficient manner
Enterprise Translation Considerations:
Enterprise deployment issues around too fat of a client. IT updates
Hosted Applications
Performance and Accessibility of rich client UIs
Desktop Integration
Losing the cross-platform religion?
Integration of enterprise apps and desktop applications through open standards
Hybrid between desktop and Web apps- AJAX Gadgets
Web Security vs. Local system resource security
<Insert Picture Here>

Flash and Rich Client (JSF) Mash-ups

Zimbra rich client

Rich Client and Desktop Integration

Data Model View Data Control JSR 227 Web Services Portlets JSF Applications SIP Web 2.0 Services Architecture Portlets Content Search Discussions WiKis VoIP Meta-data Portlet Assembly Content Integration Search Discussions Dynamic Editing Communication Customization JSF TaskFlows Controller JSF Applications Standards-based Portals Portlet Bridge Business Processes

Search
Search as navigation (In addition to browsing)
Federated results
Semantic Web (Visualizations of Structured and Unstructured Data)
Search, as used for problem resolution and help systems

Search, cont.’d (MySpace for the office, VisiblePath-corporate entity relationship and internet search (IBM blog)

Social networking & collaboration
Tagging
Improves Quality and Accuracy of Information
Next generation self service user model
Examples: Unused inventory passed over to ebay, tagging CRM content, discussion groups, desktop documents in CMS systems, knowledgebase articles and patches, employee blogs and podcasts
Wikis
Perfect for support systems, project management, bridging artificial organizational structures
Grid and Community Computing
Virtual allocation of hardware and software resources for any community slice. Resource optimization

Tagging Content

Collaborative Communities

Mash-ups with Context (Permissions/Function Security)

Shared Tools
Design Patterns-Glorified Guidelines?
Not if shared (JSF, Open Ajax donations)
Not if embedded in tools (JDev)
Making mash-ups and other Web 2.0 constructs easy to build for analysts vs. developers
Allows user a greater degree of personalization in how they work
IT Tools

Spectrum of Design Patterns Ability to Re-use Increases Quality, Consistency, Usability Style Sheet Icons Checkbox Colors Spacing Name&Address Header/Detail Tables Rich Export Search Collaboration Document Management Communities Presence Navigation Complex Tasks Guided Steps Notifications Questionnaires Work Areas Interruptions Size , Complexity, Utility Elements Components Services Paradigms

Design Pattern Example

Web 2.0 Content Integration-Visual Application Development

Editable and customizable business flows

Monitoring mash up and visualization

Enterprise Web 2.0 Best Practices
The best of the consumer realm, with policy, security, and scale
Literal translations from consumer to enterprise seldom successful
Consider user needs (ethnography, wants and needs)
Productivity vs. Social Goals (Enterprise/Consumer)
Consider drivers (business goals and regulatory pressures vs. advertising and eyeballs)
Open standards and flexible tools are the enabling paradigm for collaboration and content aggregation
Users want to find…They do not care what is structured and what is unstructured data (Bridge)
Collaboration with flexible and adaptable controls
Good design makes or breaks enterprise or consumer features, regardless of fad vs. utility ratio……

<Insert Picture Here> User Experience at Oracle
Over 200 usability engineers, designers, and support personnel
5 User Experience groups
Global (India, UK, US) Usability labs occupying thousands of square feet, digital video, remote labs, and streaming servers.
Corporate mandate, accountability, and UCD-inclusive development process
Direct and Indirect connections to end users, decision makers, and a role during the formative stages of the software development process
Integration mechanism for UX M&A
More Info: http://ui.oracle.com and http://blogs.oracle.com/lukekowalski

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Enterprise Web 2.0 - Fad vs. Utility

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