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Western Union The Wire Intranet
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Western Union The Wire Intranet
1. BUS-S06 Delivering an Excellent Intranet with WebSphere Portal: A Western Union Success Story Donna Skoog | IT Manager, Corporate Systems | Western Union Glenn Kline | Technical Director | Perficient, Inc Smarter software for a Smarter Planet. © IBM Corporation 2011© IBM Corporation 2011
IBM Exceptional Web Experience Conference 2011 - Americas Agenda• Western Union Background• History of The Wire and Future Vision• Implementing the Vision• The IBM Solution• Challenge the Project Faced• The Road to Production• Lessons Learned• Future Innovations © IBM Corporation 2011 2
IBM Exceptional Web Experience Conference 2011 - AmericasWestern Union Background • Worldwide leader in global money-transfer services – Founded in 1851 – Publically traded on the NYSE under WU – Affiliated with Orlandi Valuta and Vigo • Provides a wide range of global financial services – Customers conveniently send money fast and reliably – Pay bills – Purchase money orders • Breadth of company – 6,700 + employees worldwide, headquartered in Englewood, CO – 445,000 agent locations worldwide – Agents in 200 countries and territories © IBM Corporation 2011 3
IBM Exceptional Web Experience Conference 2011 - AmericasHistory of The Wire • October 2006 Western Union was spun off from parent, First Data Corporation • Pre Spin – Employees could access news and information via FDC’s FirstWeb – Had to migrate all relevant existing and new content to Western Union post spin • Launched a new Intranet called The Wire as part of the spin off – Focused on internal communication – Had to make sure critical applications and content were available day one – Available to over 5,000 employees worldwide © IBM Corporation 2011 4
IBM Exceptional Web Experience Conference 2011 - AmericasHistory of The Wire, Part 2August 2007 employee study showed confirmed key needs• Make search more relevant and easier to use• Organize information in less-confusing categories for quick access to tools and content• Create an easy-to-use and self-managed Employee Directory that makes finding physical addresses and fellow international employees easier• Personalize the experience specific to my language and locale• Provide more content on Business in my department and region• Tell me about the company vision and strategy• Allow me to write news and feature stories for my region or department in my language © IBM Corporation 2011 5
IBM Exceptional Web Experience Conference 2011 - AmericasWU’s Vision A personalized portal that address employee needs • Interactivity that fosters employee engagement • Knowledge Sharing • Streamlined and simplified internal communications • Increase relevance through personalization • Expansion of content contribution © IBM Corporation 2011 6
IBM Exceptional Web Experience Conference 2011 - AmericasVision to Reality• Interactivity that fosters employee engagement – Provide areas of the site that are controlled by each user – Integrate external applications for single point of entry• Knowledge Sharing – Provide areas of the site where employees could interactively share knowledge and information – Provide areas of the site where employees could connect with other employees © IBM Corporation 2011 7
IBM Exceptional Web Experience Conference 2011 - AmericasVision to Reality• Streamlined and simplified internal communications – Simplify the Information Architecture – Improve search for the site and individual areas such as policies and procedures• Increased relevance through personalization – Create areas of user specific – Allow user ability to personalize areas of the site © IBM Corporation 2011 8
IBM Exceptional Web Experience Conference 2011 - AmericasVision to Reality• Expansion of content contribution – Expand content contribution to more individuals – Provide a forum for all employees to contribute individual and group content © IBM Corporation 2011 9
IBM Exceptional Web Experience Conference 2011 - AmericasThe IBM Solution• Key IBM technologies are instrumental to the solution WebSphere Portal Lotus Connections OmniFind 8.5 6.1 2.5 © IBM Corporation 2011 10
IBM Exceptional Web Experience Conference 2011 - AmericasWebSphere Portal 6.1• Portal is the key integration point for an excellent work experience• Many of portal’s features are leveraged for The Wire – Themes and skins for customized user interface – Role based security – Personalization – Custom portlets – Leverages portal APIs – SSO – Search integration – Web Application Integrator – Pages, URL Mappings, custom unique names, etc• Out of box capabilities saved many, many months of development © IBM Corporation 2011 11
IBM Exceptional Web Experience Conference 2011 - AmericasLotus Connections 2.5• Currently upgrading to 3.0• Leverages the following – Profiles – Communities – Wikis – Blogs – Bookmarks• A deeper dive into Connections will come later © IBM Corporation 2011 12
IBM Exceptional Web Experience Conference 2011 - AmericasOmniFind 8.5• Integrated into header for seamless and easy search experience• Integrated portlets simplify advanced search capabilities• Crawlers index all portal content• Content filter service performs the following – Caches results for maximum performance – Matches content tags with user profile attributes for personalized results © IBM Corporation 2011 13
IBM Exceptional Web Experience Conference 2011 - AmericasThe Wire TodayThe Portal • Through the use of WebSphere Portal we were able to meet the need to provide a personalized interactive experience • Seamless integration of external applications through the use of pre-built portlets allows us to provide external functionality without leaving the site. © IBM Corporation 2011 14
IBM Exceptional Web Experience Conference 2011 - AmericasThe Wire TodayPortal Screen Walkthrough © IBM Corporation 2011 15
IBM Exceptional Web Experience Conference 2011 - AmericasThe Wire TodayOmnifind Search • Through the use of Omnifind we were able to implement a more robust search. • Advanced search functionality allows users to find information quicker and easier. © IBM Corporation 2011 16
IBM Exceptional Web Experience Conference 2011 - AmericasSearch Screen Walkthrough
IBM Exceptional Web Experience Conference 2011 - Americas The Wire TodaySite Usage: Legacy vs. New(Nov 2009 to Nov 2010) • The new Wire site receives 3% more unique visitor traffic and 13% more repeat visitor traffic indicating more reliance on the wire as an information source. • Total page views is down 25% indicating people are finding what they are looking for in less time and with less clicks. • Employees are not leaving the site as quickly as they use to as indicated with a -7% abandonment rate and a 4.3% increase of time between one and five minutes. © IBM Corporation 2011 18
IBM Exceptional Web Experience Conference 2011 - AmericasThe Wire TodayLotus Connections • Through the use of Lotus Connections we were able to provide a more robust employee directory using Profiles. • The introduction of blogs, wikis and communities provide an area for individual users to contribute information and share knowledge with other employees interactively. © IBM Corporation 2011 19
IBM Exceptional Web Experience Conference 2011 - AmericasLotus Connections Screen Walkthrough
IBM Exceptional Web Experience Conference 2011 - AmericasSocial Software – Lotus ConnectionsEmployee Usage change between January and April 2011 • The use of Profiles has increased • Number of Employees updating profile increased 28% • Number of Employees adding photo increased 20% • The use of Blogs increased • Number of published Blogs increased 24% • Number of Bloggers increased 28% © IBM Corporation 2011 21
IBM Exceptional Web Experience Conference 2011 - AmericasPersonalization• Customization, Personalization, and Security – Customization is allowing an end user to tailor their experience – Personalization is presenting content and applications based on attributes about the user – Security is blocking or allowing content or applications based on role• Personalization is not just about attributes in LDAP – Can personalize against any Java accessible repository – Visibility rules can conditionally show or hide pages and/or portlets• Western Union relies heavily on personalization – Key attributes are exported from PeopleSoft to a data warehouse – Attributes in the warehouse drive both personalization in portal and profiles in Lotus Connections – Personalization rules can be written to select content whose tags match these user attributes – Visibility rules can conditionally show/hide portlets based on these attributes © IBM Corporation 2011 22
IBM Exceptional Web Experience Conference 2011 - AmericasPersonalization – Solving the Content Preview Challenge• Portlet allows authors to “inject” attribute values• Simulates any combination of personalization tags © IBM Corporation 2011 23
IBM Exceptional Web Experience Conference 2011 - Americas Architecture Single Sign On to Lotus Connections using LTPA Content service caches web content Omniture Web Analytics Personalized and customizable experience for users. • SSO to portal and Connections • Integrated search • Customizable portlets • Solid performance •Business manages content • Single Sign On withIntegrated search the desktop using SPNEGOwith OmniFind daily PeopleSoft extract to data warehouse feeds Connections and Portal personalization. © IBM Corporation 2011 24
IBM Exceptional Web Experience Conference 2011 - AmericasProject approachDevelopment Re-aligned Health Check Launch User Iterations project After months of Soft launch in 3 Experience 3 - 2 week Agile project work, paused to months, hard New refreshed UI todevelopment sprints approach with evaluate technical launch 4 weeks launch with new CEO smaller team implementation later taking the reigns including business © IBM Corporation 2011 25
IBM Exceptional Web Experience Conference 2011 - AmericasLessons Learned• Use an agile project approach – Development building everything in a vacuum yields no results – Agile approach keeps development leads in touch with business• Architecture – Must have architectural and design reviews by someone who really knows portal – Periodic reviews with development – If you take your really good WebSphere Administrator and just say learn portal with no help, they will struggle for a bit• Performance Testing – Start early – Allocate time in the schedule for tuning, code enhancements, etc• Decided to make project changes – Smaller team of highly skilled portal resources – Worked side by side with business – Agile approach – Integrated user experience © IBM Corporation 2011 26
IBM Exceptional Web Experience Conference 2011 - AmericasPortal is the Tool Box• The tool box contains an almost overwhelming amount of tools• You still need to know what’s in the box• You must know what the tools are used for• And, determine when you should use one• If you don’t know how to use a tool, get a mechanic who does• And lastly, don’t use a tool for the wrong purpose! © IBM Corporation 2011 27
IBM Exceptional Web Experience Conference 2011 - Americas What is in store for the future• Lotus Connections upgrade to 3.0 is underway – Expanded Profiles capabilities (Network contacts, do you know, directory) – Community extensions (sub-communities, invitations, forums) – Scalability (Existing install was not clustered) – Social analytics(Did you know, things in common)• Portal 7 upgrade is on the horizon – Easier administration and release management – Better web 2.0 support – Tagging and rating – Major upgrades to WCM…• Currently working on a business case to migrate from TeamSite to WCM• Deeper application integration• The Wire Mobile Version © IBM Corporation 2011 28
IBM Exceptional Web Experience Conference 2011 - AmericasThank YouDonna SkoogDonna.Skoog@WesternUnion.comGlenn KlineGlenn.Kline@Perficient.comSession coming up next…Tech-B21 You Did What? Avoid the Unacceptable and Make it Exceptional! © IBM Corporation 2011 29
IBM Exceptional Web Experience Conference 2011 - Americas© IBM Corporation 2011. All Rights Reserved.The information contained in this publication is provided for informational purposes only. While efforts were made to verify the completeness and accuracy of the information contained in this publication, it is provided AS IS without warranty of any kind, express or implied. In addition, this information is based on IBM’s current product plans and strategy, which are subject to change by IBM without notice. IBM shall not be responsible for any damages arising out of the use of, or otherwise related to, this publication or any other materials. Nothing contained in this publication is intended to, nor shall have the effect of, creating any warranties or representations from IBM or its suppliers or licensors, or altering the terms and conditions of the applicable license agreement governing the use of IBM software.References in this presentation to IBM products, programs, or services do not imply that they will be available in all countries in which IBM operates. Product release dates and/or capabilities referenced in this presentation may change at any time at IBM’s sole discretion based on market opportunities or other factors, and are not intended to be a commitment to future product or feature availability in any way. Nothing contained in these materials is intended to, nor shall have the effect of, stating or implying that any activities undertaken by you will result in any specific sales, revenue growth or other results.IBM, the IBM logo, Lotus, Lotus Notes, Notes, Domino, Quickr, Sametime, WebSphere, UC2, PartnerWorld and Lotusphere are trademarks of International Business Machines Corporation in the United States, other countries, or both. Unyte is a trademark of WebDialogs, Inc., in the United States, other countries, or both.Adobe, the Adobe logo, PostScript, and the PostScript logo are either registered trademarks or trademarks of Adobe Systems Incorporated in the United States, and/or other countries.Java and all Java-based trademarks are trademarks of Sun Microsystems, Inc. in the United States, other countries, or both.Microsoft and Windows are trademarks of Microsoft Corporation in the United States, other countries, or both.Intel, Intel Centrino, Celeron, Intel Xeon, Intel SpeedStep, Itanium, and Pentium are trademarks or registered trademarks of Intel Corporation or its subsidiaries in the United States and other countries.UNIX is a registered trademark of The Open Group in the United States and other countries.Linux is a registered trademark of Linus Torvalds in the United States, other countries, or both.Other company, product, or service names may be trademarks or service marks of others. © IBM Corporation 2011 30
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