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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 (@richardbingham),Senior Principal Technical Support.

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Oracle Fusion Applications: User Assistance

  1. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 31. Oracle Fusion EmbeddedSupport31 Copyright © 2012, Oracle and/or its affiliates. All rights Insert Information Protection Policy Classification from Slide 8 reserved.
  32. 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. 33. Native Supportability33 Copyright © 2012, Oracle and/or its affiliates. All rights Insert Information Protection Policy Classification from Slide 8 reserved.
  34. 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. 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. 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. 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. 38. Ecosystem Search Strategy38 Copyright © 2012, Oracle and/or its affiliates. All rights Insert Information Protection Policy Classification from Slide 8 reserved.
  39. 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. 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. 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. 42 Copyright © 2011, Oracle and/or its affiliates. All rights Insert Information Protection Policy Classification from Slide 8 reserved.

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