Oracle Fusion Applications: User Assistance

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Presentation at UKOUG Ireland 2012 Conference: Oracle Fusion Applications: User Assistance and Support Ecosystem by Ultan O'Broin (@ultan) Director, Applications User Experience and Richard Bingham …

Presentation at UKOUG Ireland 2012 Conference: Oracle Fusion Applications: User Assistance and Support Ecosystem by Ultan O'Broin (@ultan) Director, Applications User Experience and Richard Bingham (@richardbingham),Senior Principal Technical Support.

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  • So then, what do you get when you buy Oracle Fusion Applications? You get a product experience, another ecosystem of technology, user experience, and management tools. We’re not going to explore everything there, just the user assistance and the supportability framework parts of the ecosystem and how they contribute to the product experience. You can see here that the framework is part of an overall management toolkit based on Oracle’s tools such as OAM and OEM, and you can read about that in Richard’s great book, which also contains best practices for implementers and administrators to follow. Hint: there is a discount too!What we have here isHelp Embedded in the Applications to complete the users’ taskContextual Help to address more complex problemsMessages to Help Users Solve their own problemsException and Incident Management that deliver reliable performance and experience for users help desk and support personnel, all part of a reliability toolbox.
  • Where more detailed help is needed:You can access more information, such as examples, FAQs, and demos that apply directly to the current task by clicking the Help icon that will then present a Help Popup windowIf you don’t see what you need in the Help Popup, you can display a complete set of help for the business activity.If you have the appropriate privileges, you can add help to appear in this Help Popup.
  • You can add any type of file to the help, to support videos, slides, and spreadsheets, as well as text-based documents. You can point to a web document, use a desktop file, or create a document using a rich text editor within Fusion Applications Help.Ratings and tags for custom help are stored locally because these documents are not visible outside your firewall.As part of your security setup, you decide which user roles or users to assign the privilege that enables customization of the help.All of the content is available together in the user interface. Custom content appears at the top of search results and is distinguished by a small custom logo. As well as adding content, you can hide Oracle help content, or copy and edit it, in which case it is handled as custom content.Custom help is preserved when you apply later help patches. You can choose to reactivate hidden Oracle help content at any time.Users are more likely to use a help system that provides access to all of the information they need: site-specific policies and procedures, as well as generic Fusion help. Increased use of help creates users who are better informed of feature benefits and best practices, leading to reduced support calls and improved user adoption. 
  • We already discussed that customers have requested the ability to add their own help, and more will do it if it’s not an IT project. Let’s walk through a scenario:It’s time for year end employee appraisals, and the help desk has had several calls from managers looking for the link to the company’s Performance Management toolkit, created by the HR department. The help desk administrator role can add documents to the help system. She therefore decides to add the link to the help popup on the Performance Manager Overview page. She opens that page, clicks the help icon, and clicks the Manage Custom Help link.
  • On the Manage Custom Help page, the help desk administrator clicks the Create icon to add a new help document.
  • She enters details of the Performance Management Toolkit, including the link to its location and a brief description, then clicks Save and Close.
  • She verifies that the new help is listed correctly on the Manage Custom Help page and clicks Done.
  • She reopens the help popup and verifies that the Toolkit is now listed there. [Click] She checks that the link opens the Toolkit.Now that managers can access the Toolkit directly from the page, calls to the help desk should be reduced.
  • Show of hands: do you know your system administrator? Personally? How to contact them? Do you even have a system administrator?This guy certainly has job security. But, wouldn’t it be better for your organization if his time was spent solving real problems and your users can help themselves more? Or providing the means for users to contact the help desk easily, supplying the information the help desk needs so that they can used Oracle tools or ITIL processes to keep users happy or to even contact Oracle Support?
  • Conducted a customer survey with over 3000 EBS users as we started designing Design. Three of the top ten issues cited with EBS usability focused on messages.
  • Consistent way of organizing methods of getting help and assistance from Oracle.3 communities are coming
  • Federated Search, where you search in each UI and it returns results from both data sources. The “complete” solution.

Transcript

  • 1. Oracle Fusion Applications: User Assistance and Support Ecosystem Ultan Ó Broin Richard Bingham1 Director, Applications User Experience Copyright © 2011, Oracle and/or its affiliates. All rights Insert Information Protection Policy Classification from Slide 8 Senior Principal Technical Support reserved.
  • 2. Agenda• User assistance and Support ecosystem – Enterprise ecosystem – User experience – User assistance – Exception management – Support tools – Resources2 Copyright © 2012, Oracle and/or its affiliates. All rights Insert Information Protection Policy Classification from Slide 8 reserved.
  • 3. The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.3 Copyright © 2012, Oracle and/or its affiliates. All rights Insert Information Protection Policy Classification from Slide 8 reserved.
  • 4. Product Ecosystem • Unified product experience: users, apps, scenarios, opportunities, implementations Source Rieger, S. (2011).Yibu.com Beyond the Mobile Web • Amazon.com: Spend $50 and you benefit from an $80 billion organization Source: Schaffer, E. (2012) Human Factors International, The Kindle Fire: Solid Proof that Usability is No Longer Enough!4 Copyright © 2012, Oracle and/or its affiliates. All rights Insert Information Protection Policy Classification from Slide 8 reserved.
  • 5. Oracle Fusion Applications Product Ecosystem Management Toolboxes - Reliability Embedded Contextual Supportability - Availability Messages - Performance Help Help Framework - Optimization - Governance - Best Practices User Experience Product Experience5 Copyright © 2012, Oracle and/or its affiliates. All rights Insert Information Protection Policy Classification from Slide 8 reserved.
  • 6. What Is Oracle Fusion Applications User Assistance? • First line of support to complete a task in your application: – Embedded help in the application flow – Detailed help pages to understand your application tasks – Messages 6 Copyright © 2012, Oracle and/or its affiliates. All rights Insert Information Protection Policy Classification from Slide 8 reserved.
  • 7. What Isn’t Oracle Fusion User Assistance?User Assistance7 Copyright © 2012, Oracle and/or its affiliates. All rights Insert Information Protection Policy Classification from Slide 8 © 2009 Oracle Corporation – Proprietary and Confidential reserved.
  • 8. What Still Isn’t Oracle Fusion User Assistance? Source: Father Ted image copyright Hat Trick Productions8 Copyright © 2012, Oracle and/or its affiliates. All rights Insert Information Protection Policy Classification from Slide 8 reserved.
  • 9. Why User Assistance Matters • Improves user experience “The new help should enable • Reduces support calls much quicker adoption and push ownership to functional • Reduces onboarding costs users and away from ITS.” Customer, Fall 2009 Fusion Pre-GA Validation Program “User assistance can add value to a product or Web service’s business model by influencing how deeply users adopt new features or services.” Mike Hughes, March 2009 uxmatters.com9 Copyright © 2012, Oracle and/or its affiliates. All rights Insert Information Protection Policy Classification from Slide 8 reserved.
  • 10. Challenges to User Adoption IDC Analyst Connection Two out of three IT projects are challenged or worse, due in large part to user adoption issues What’s the employee really asking at go-live? “How do I do my job using these new applications?” “But all I wanted was….”Source: Sand Hill Group and Neochange: Effective User Adoption #1 Factor for Enterprise Software Success 10 Copyright © 2012, Oracle and/or its affiliates. All rights Insert Information Protection Policy Classification from Slide 8 reserved.
  • 11. You Built the Oracle Fusion User Experience1: Research 2: Analyze 3: Design Identified the key elements Created designs based on whatListened to and observed was important for you to dohow you do your job important to you your work 5: Measure 4: Prototype Tested these solutions with our Built detailed prototypes to users to ensure we hit the mark refine our solutions11 Copyright © 2012, Oracle and/or its affiliates. All rights Insert Information Protection Policy Classification from Slide 8 reserved.
  • 12. What You Told Us • Help must be relevant to what the user is currently doing and must be immediately accessible. • Users want only what they need to complete their tasks: no more, no less. • Users expect a search-driven experience. • Format and layout of help topics must be consistent and easy to understand. • Users want to add their own company-specific content. • Error messages must integrate with help desk policies. • Help is where enterprises start to embrace collaboration features, such as tagging and communities.12 Copyright © 2012, Oracle and/or its affiliates. All rights Insert Information Protection Policy Classification from Slide 8 reserved.
  • 13. Help Is There When You Need It • Contextual • Relevant • Concise13 Copyright © 2012, Oracle and/or its affiliates. All rights Insert Information Protection Policy Classification from Slide 8 © 2009 Oracle Corporation – Proprietary and Confidential reserved.
  • 14. Oracle Fusion User Assistance Highlights • There When You Need It – Help in the context of your task – Help embedded in the application – Messages designed to enable users to solve problems themselves • Designed for How You Work – Business-process-focused design – Embraces collaboration features – Targeted to let you complete your task quickly • Easily Customizable – Designed for functional user – Customizing help no longer an IT project14 Copyright © 2012, Oracle and/or its affiliates. All rights Insert Information Protection Policy Classification from Slide 8 © 2009 Oracle Corporation – Proprietary and Confidential reserved.
  • 15. Embedded Help: Helps Users Complete Tasks In-Field Help Note Terminology Definition User Assistance PopupStatic Instruction Text Bubble Help 15 Copyright © 2012, Oracle and/or its affiliates. All rights Insert Information Protection Policy Classification from Slide 8 reserved.
  • 16. Help in Context You can access in-depth assistance in context. You can broaden the search to include the entire business activity. You can customize the help.16 Copyright © 2012, Oracle and/or its affiliates. All rights Insert Information Protection Policy Classification from Slide 8 © 2010 Oracle Corporation – Proprietary and Confidential reserved.
  • 17. Help Customization • Supports any file type. • Ratings and tags are local. • Administration of custom content enabled based on privilege assigned to user. • Custom content and Oracle-provided content are both available in a single user interface (UI).17 Copyright © 2012, Oracle and/or its affiliates. All rights Insert Information Protection Policy Classification from Slide 8 © 2010 Oracle Corporation – Proprietary and Confidential reserved.
  • 18. Demo of Help Customization Your users, your knowledge, your policies. In context. Without an IT project.18 Copyright © 2012, Oracle and/or its affiliates. All rights Insert Information Protection Policy Classification from Slide 8 reserved.
  • 19. Creating New Help: Step 1 Navigate to the location where the help is to appear and click Manage Custom Help.19 Copyright © 2012, Oracle and/or its affiliates. All rights Insert Information Protection Policy Classification from Slide 8 reserved.
  • 20. Creating New Help: Step 2 Click Create.20 Copyright © 2012, Oracle and/or its affiliates. All rights Insert Information Protection Policy Classification from Slide 8 reserved.
  • 21. Creating New Help: Step 3 Enter details of the new help, and click Save and Close.21 Copyright © 2012, Oracle and/or its affiliates. All rights Insert Information Protection Policy Classification from Slide 8 reserved.
  • 22. Creating New Help: Step 4 Check that the new help appears, and click Done.22 Copyright © 2012, Oracle and/or its affiliates. All rights Insert Information Protection Policy Classification from Slide 8 reserved.
  • 23. Creating New Help: Step 5 View the new help in the popup.23 Copyright © 2012, Oracle and/or its affiliates. All rights Insert Information Protection Policy Classification from Slide 8 reserved.
  • 24. Oracle Fusion ExceptionManagementImmediate Visibility into Exceptions Definition: Exception messages concisely describe the causes of problems and provide you with clear instructions about how to resolve the issues.24 Copyright © 2012, Oracle and/or its affiliates. All rights Insert Information Protection Policy Classification from Slide 8 reserved.
  • 25. Who Is This Mystery Man?25 Copyright © 2012, Oracle and/or its affiliates. All rights Insert Information Protection Policy Classification from Slide 8 reserved.
  • 26. Thomas Otter Gartner Analyst “If you want to check how seriously a vendor takes usability, do this simple test. Have a look at the error messages. I’m not talking here about witty 404 errors, but the stuff that happens when the payroll currency conversion field is incomplete.” Otter, T. 2010. Usability doesn’t mean UI26 Copyright © 2012, Oracle and/or its affiliates. All rights Insert Information Protection Policy Classification from Slide 8 © 2009 Oracle Corporation – Proprietary and Confidential reserved.
  • 27. Oracle Fusion Starting Point– Error messages are too cryptic for users to correct their own mistakes.– Error messages currently found are so general that we have to try all means just to identify the solution to a specific problem.– Error messages are too technical and confusing to end users.– Application error messages are meaningless to most users. They rarely even point the way to possible causes.– Everything is currently very generic and doesnt lead down a good path to correction. The messages are often so vague, you dont know if its caused by a form, a database, or a workflow.– Troubleshooting is difficult and users just think the system stinks. Source: Superior Ownership Experience: Oracle E-Business Suite Survey, 200627 Copyright © 2012, Oracle and/or its affiliates. All rights Insert Information Protection Policy Classification from Slide 8 reserved.
  • 28. Messages: Applications Communication Error Warning Processing Confirmation Information28 Copyright © 2012, Oracle and/or its affiliates. All rights Insert Information Protection Policy Classification from Slide 8 reserved.
  • 29. Messages Are Business and UI Exceptions Component level in note window. List of component- level messages in dialog box. Diagnostic log output. Page level in dialog box. ADF validator component in note window. Backend Message UI.29 Copyright © 2012, Oracle and/or its affiliates. All rights Insert Information Protection Policy Classification from Slide 8 For Internal Use Only – Fusion Apps Internal Training reserved.
  • 30. Messages and Supportability• Messages are a form of customer support Support number shown. • Incidents and logs generated implicitly or explicitly. • Incidents provide help desks Help desk notification. with system usage details. Implicit incident creation. • Logs help diagnose and troubleshoot. • Numbers provide references for support knowledge bases. • “Contact Sys Admin” is no more. Troubleshooting menu log verbosity options. 30 Copyright © 2012, Oracle and/or its affiliates. All rights Insert Information Protection Policy Classification from Slide 8 reserved.
  • 31. Oracle Fusion EmbeddedSupport31 Copyright © 2012, Oracle and/or its affiliates. All rights Insert Information Protection Policy Classification from Slide 8 reserved.
  • 32. Best Practices Baked In• Incident and Problem Anatomy – What• Incident Management – Where and When• Oracle Fusion Applications Diagnostics – What Else• Oracle Fusion Applications Enterprise Manager – How32 Copyright © 2012, Oracle and/or its affiliates. All rights Insert Information Protection Policy Classification from Slide 8 reserved.
  • 33. Native Supportability33 Copyright © 2012, Oracle and/or its affiliates. All rights Insert Information Protection Policy Classification from Slide 8 reserved.
  • 34. Incident Management: User View • Notifications Fired • Dashboards Updated • New Incident Baked into the Whole Stack: Oracle Fusion Apps + FMw + RDBMS34 Copyright © 2012, Oracle and/or its affiliates. All rights Insert Information Protection Policy Classification from Slide 8 reserved.
  • 35. Incident Management: Admin ViewProduct List Detail Actions 35 Copyright © 2012, Oracle and/or its affiliates. All rights Insert Information Protection Policy Classification from Slide 8 reserved.
  • 36. Incident Management: Integrated KnowledgeKey Related Article ~2000 Articles for Oracle Fusion Applications 36 Copyright © 2012, Oracle and/or its affiliates. All rights Insert Information Protection Policy Classification from Slide 8 reserved.
  • 37. Orientated by Functional Process SR CreationKnowledge 37 Copyright © 2012, Oracle and/or its affiliates. All rights Insert Information Protection Policy Classification from Slide 8 reserved.
  • 38. Ecosystem Search Strategy38 Copyright © 2012, Oracle and/or its affiliates. All rights Insert Information Protection Policy Classification from Slide 8 reserved.
  • 39. Conclusion • Enterprise ecosystem of user assistance and supportability – Proven, user-centered design – Real business requirements – Integration of user assistance and supportability features – Baked-in support best practices – User satisfaction – Company help desk integration – Support toolboxes – Management tools for your enterprise, delivering ROI • Unified Oracle Fusion Applications product experience39 Copyright © 2012, Oracle and/or its affiliates. All rights Insert Information Protection Policy Classification from Slide 8 reserved.
  • 40. Oracle Fusion Applications User Assistanceand Support Ecosystem Embedded Help Supportability Contextual Framework Help Messages40 Copyright © 2012, Oracle and/or its affiliates. All rights Insert Information Protection Policy Classification from Slide 8 reserved.
  • 41. Resources • Oracle Fusion Applications TechDoc Library – http://download.oracle.com/docs/cd/E15586_01/index.htm • Oracle Fusion Applications User Assistance White Paper – http://www.oracle.com/webfolder/ux/applications/Fusion/whitePapers.html • Managing Fusion Applications by Richard Bingham – http://www.amazon.com/Managing-Oracle-Fusion-Applications- Press/dp/0071750339 • Get Involved with the Oracle Usability Advisory Board – http://www.oracle.com/webfolder/ux/applications/getInvolved/index.html • User Assistance Experience Blog – https://blogs.oracle.com/userassistance/ • Voice of User Experience for Applications Blog – https://blogs.oracle.com/VOX/41 Copyright © 2012, Oracle and/or its affiliates. All rights Insert Information Protection Policy Classification from Slide 8 reserved.
  • 42. 42 Copyright © 2011, Oracle and/or its affiliates. All rights Insert Information Protection Policy Classification from Slide 8 reserved.