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© 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Anne Kathrine Petterøe | Enterprise Platform Evangelist | Adobe Systems
CD118 Rich Internet Applications for the Enterprise
© 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 2
© 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Agenda
 Challenges of enterprise application development
 Why Intuitive User Experiences matter?
 Rich Internet Applications
 System-Centric vs. User-Centric Applications
 Adobe LiveCycle and SAP integration
3
© 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 4
Challenges of Enterprise Application Development
© 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 5
© 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Project
owner
Project
supervisor
Design
Specifications
Marketing
Customer
Technical
Data model
IT production
Development
Final user Developers
Business IT
The Enterprise Love Story
© 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 7
© 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Challenges of Enterprise Application Development
 Integration with existing systems
 Maintaining security
 Late adopters of new technology
8
© 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 9
hat Are Intuitive User Experiences?
© 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Simplicity
10
© 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
What Are Intuitive User Experiences?
 Effective
 Efficient
 Engaging
 Easy to Learn
 Error Free
11
© 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 12
Rich Internet Applications
© 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Families of RIA – Business Applications
13
Migration
Mainframe & C/S
Salesforce, SAP Online / Offline
© 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Families of RIA – Decision Making
14
Business
Intelligence
Advanced DataViz
Real Time
Single screen of information from different systems
© 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Families of RIA – eCommerce and Rich Media
15
Media Player
Marketing Campaign
Product Selector
Online sales, media players, product selectors
© 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Families of RIA – Social Networks
16
Chat, Webcam,
Video
Widgets
Collaborative Applications
Web 2.0 technologies & collaboration
© 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Why?
 UI rationalization
 UI harmonization
 UI simplification
17
© 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Enterprise RIA Adoption
 End user demanding more – demographics changing
 IT demands easy path to leverage existing infrastructure
investments
 Ease of use
 Developers demand productive, maintainable development
model
18
© 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
System-Centric vs. User-Centric Applications
19
© 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 20
© 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
User-Centric Applications
Applications that provide compelling user experiences
which are personalized, intuitive, responsive and
accessible from the channel of choices
21
© 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
System-Centric vs User-Centric Applications
22
© 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
The User-Centric Approach
23
Productivity
LOB and IT departments expect
shorter development times,
ability to customize, adapt and
maintain
Collaboration
Connecting people in
the context of business
processes
Consumerization
Users expect more from
their enterprise
applications
© 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Consumerization
24
© 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
SAP – Purchase Order
25
© 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Adobe LiveCycle and SAP integration
26
© 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Hendrix
27
© 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Adobe Project Hendrix
 A new user experience for Adobe call center representative
 Build on SAP CRM, Genesys CTI and custom applications
 Mission:
 Reduce average handling time
 Increase first call resolution
 Increase customer satisfaction
28
© 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
The Discovery phase
© 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
The Discovery phase
© 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
The Discovery phase
© 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
The Discovery Phase
32
Unnecessary steps
Too much room for error
Too many steps, processes
too long
Process was tied to the
systems
Too many different systems Too many band-aids
© 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
The Discovery phase
© 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
The Discovery phase
No progressive disclosure No data visualization
Poor information architecture Tiny buttons, no keyboard shortcuts
© 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
What We Found
35
The processes
SNS
C SUI
CTI/Genesys
LWS
Unlocking
UPS
1. Find SKU
2. Enter payment details
3. Check billing address
4. Check delivery address
5. Order confirmation
1. Check elligibility, register
previous product, if
purchase is from reseller,
POP needs to be sent
2. Find upgrade SKU
3. Order new product
4. Check billing address
5. Check delivery address
6. Escalate for validation by
tier 1 senior
7. Order confirmation
1. Check elligibility
2. Find product
3. Order new product
4. Check billing address
5. Check delivery address
6. Take payment details
7. Order confirmation
1. Find the original order
2. Register orginal PSN
3. Enter serial number in
serial number issuer
4. Give reason for
reserialisation and
register PSN
5. Cancel old PSN and
remove from contracts
6. Adds SN to DNR server
1. Send TOL form to
customer
2. Status “Pending
Customer Action”,
awaiting the TOL form to
be returned.
3. When CS receives the
completed TOL form:
4. Attaches it to the case
5. Transfer from original
owner to the new owner
6. Email sent to original and
new owner that TOL has
been completed
ESD returns
1. Register serial number
2. Check elligibility
(within 30 days,
purchase from direct)
3. Create RMA number
(returns number)
4. Send LOD by email
5. Customer sends back
digitally signed LOD
6. Case delegated to a
Tier 1 CS agent
7. Agent checks LOD,
disables serial number
and escalates to
Senior
8. Senior releases RMA
to trigger payment
1. Find CRM Delivery
N°
2. Find UPS Shipping
Tracking N°
3. Enter N° in UPS
website
Shrink Wrap returns
1. Register serial number
2. Check elligibility (within 30
days, purchase from
direct)
3. Create RMA number
(returns number)
4. Disable serial number
5. For free uplift: Uplift
arranged
6. Customer sends software
with RMA to warehouse
7. Warehouse receives
product, releases RMA
and funds automatically
sent to customer
Fedex
Notepad
Outlook
Kana
Knova
CRM
The tools
© 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Multitude of slow, cumbersome tools.
Overly complicated processes.
Frustrated agents.
Dissatisfied customers.
What we found
© 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Our vision
Provide an all-in-one, process-driven solution.
© 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Turning Vision Into Reality Process Map
38
© 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Optimize Processes
39
© 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Optimize Processes
40
© 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Turning the vision into reality
© 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Turning the vision into reality
© 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Before and after
© 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Buying products
© 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Buying products
© 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Demo
46
© 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Adobe LiveCycle ES2
RIA SERVICES
DOCUMENT
SERVICES
PROCESS
MANAGEMENT
© 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
LiveCycle Data Services
 Improved Data Management
 Most efficient framework for data handling
between RIA Client, RIA Server and backend
SAP system
 Based on CRUD, as is the SAP Enterprise
Services approach
 Increased Performance
 Optimized protocol between RIA Client and RIA
Server
 Lazy Loading and Paging reduce requests on
SAP server and network
 Integration with Enterprise security infrastructure
 Real-time messaging based on push mechanism
 PDF generation
© 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Options to Integrate Flash/Flex with SAP applications
 Flex apps connecting to SAP via SOAP or REST
 Flex apps connecting to SAP via LiveCycle Data Services
 Web Dynpro Flash Islands
49
© 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
SAP – Database Analysis
50
© 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
SAP Flex Running In Browser
51
© 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Authentification SAP
ALTI 2010 -
Page 52
© 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Authentification SAP
ALTI 2010 -
Page 53
© 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
SAP Report
ALTI 2010 -
Page 54
© 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
SAP Report
ALTI 2010 -
Page 55
© 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
ALTI 2010 -
Page 56
© 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
ALTI 2010 -
Page 57
© 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
ALTI 2010 -
Page 58
© 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
SAP Flash Islands
 Create rich internet components that support integration,
data exchange and interaction with applications built with
Web Dynpro for ABAP
59
© 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
SAP Flash Islands
60
© 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
SAP Flash Islands
61
© 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 62
© 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Architecture Principles
63
USER INTERFACE
LAYER
SERVER
PRESENTATION
LAYER
STORAGE
LAYER
LiveCycle Data Services
Java servlet container
JDBC
Web
browser
JAVA classes/services
RPC services Messaging Data Mgt ProductService.java public getProducts()
AMF over
HTTP
SAP
RFC
JCO
© 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Questions?
Anne Kathrine Petterøe
petteroe@adobe.com
http://twitter.com/yojibee
64
© 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.

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SAP TechEd 2010 Rich Internet Applications for the Enterprise

  • 1. © 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. Anne Kathrine Petterøe | Enterprise Platform Evangelist | Adobe Systems CD118 Rich Internet Applications for the Enterprise
  • 2. © 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 2
  • 3. © 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. Agenda  Challenges of enterprise application development  Why Intuitive User Experiences matter?  Rich Internet Applications  System-Centric vs. User-Centric Applications  Adobe LiveCycle and SAP integration 3
  • 4. © 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 4 Challenges of Enterprise Application Development
  • 5. © 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 5
  • 6. © 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. Project owner Project supervisor Design Specifications Marketing Customer Technical Data model IT production Development Final user Developers Business IT The Enterprise Love Story
  • 7. © 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 7
  • 8. © 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. Challenges of Enterprise Application Development  Integration with existing systems  Maintaining security  Late adopters of new technology 8
  • 9. © 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 9 hat Are Intuitive User Experiences?
  • 10. © 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. Simplicity 10
  • 11. © 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. What Are Intuitive User Experiences?  Effective  Efficient  Engaging  Easy to Learn  Error Free 11
  • 12. © 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 12 Rich Internet Applications
  • 13. © 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. Families of RIA – Business Applications 13 Migration Mainframe & C/S Salesforce, SAP Online / Offline
  • 14. © 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. Families of RIA – Decision Making 14 Business Intelligence Advanced DataViz Real Time Single screen of information from different systems
  • 15. © 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. Families of RIA – eCommerce and Rich Media 15 Media Player Marketing Campaign Product Selector Online sales, media players, product selectors
  • 16. © 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. Families of RIA – Social Networks 16 Chat, Webcam, Video Widgets Collaborative Applications Web 2.0 technologies & collaboration
  • 17. © 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. Why?  UI rationalization  UI harmonization  UI simplification 17
  • 18. © 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. Enterprise RIA Adoption  End user demanding more – demographics changing  IT demands easy path to leverage existing infrastructure investments  Ease of use  Developers demand productive, maintainable development model 18
  • 19. © 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. System-Centric vs. User-Centric Applications 19
  • 20. © 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 20
  • 21. © 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. User-Centric Applications Applications that provide compelling user experiences which are personalized, intuitive, responsive and accessible from the channel of choices 21
  • 22. © 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. System-Centric vs User-Centric Applications 22
  • 23. © 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. The User-Centric Approach 23 Productivity LOB and IT departments expect shorter development times, ability to customize, adapt and maintain Collaboration Connecting people in the context of business processes Consumerization Users expect more from their enterprise applications
  • 24. © 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. Consumerization 24
  • 25. © 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. SAP – Purchase Order 25
  • 26. © 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. Adobe LiveCycle and SAP integration 26
  • 27. © 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. Hendrix 27
  • 28. © 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. Adobe Project Hendrix  A new user experience for Adobe call center representative  Build on SAP CRM, Genesys CTI and custom applications  Mission:  Reduce average handling time  Increase first call resolution  Increase customer satisfaction 28
  • 29. © 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. The Discovery phase
  • 30. © 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. The Discovery phase
  • 31. © 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. The Discovery phase
  • 32. © 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. The Discovery Phase 32 Unnecessary steps Too much room for error Too many steps, processes too long Process was tied to the systems Too many different systems Too many band-aids
  • 33. © 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. The Discovery phase
  • 34. © 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. The Discovery phase No progressive disclosure No data visualization Poor information architecture Tiny buttons, no keyboard shortcuts
  • 35. © 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. What We Found 35 The processes SNS C SUI CTI/Genesys LWS Unlocking UPS 1. Find SKU 2. Enter payment details 3. Check billing address 4. Check delivery address 5. Order confirmation 1. Check elligibility, register previous product, if purchase is from reseller, POP needs to be sent 2. Find upgrade SKU 3. Order new product 4. Check billing address 5. Check delivery address 6. Escalate for validation by tier 1 senior 7. Order confirmation 1. Check elligibility 2. Find product 3. Order new product 4. Check billing address 5. Check delivery address 6. Take payment details 7. Order confirmation 1. Find the original order 2. Register orginal PSN 3. Enter serial number in serial number issuer 4. Give reason for reserialisation and register PSN 5. Cancel old PSN and remove from contracts 6. Adds SN to DNR server 1. Send TOL form to customer 2. Status “Pending Customer Action”, awaiting the TOL form to be returned. 3. When CS receives the completed TOL form: 4. Attaches it to the case 5. Transfer from original owner to the new owner 6. Email sent to original and new owner that TOL has been completed ESD returns 1. Register serial number 2. Check elligibility (within 30 days, purchase from direct) 3. Create RMA number (returns number) 4. Send LOD by email 5. Customer sends back digitally signed LOD 6. Case delegated to a Tier 1 CS agent 7. Agent checks LOD, disables serial number and escalates to Senior 8. Senior releases RMA to trigger payment 1. Find CRM Delivery N° 2. Find UPS Shipping Tracking N° 3. Enter N° in UPS website Shrink Wrap returns 1. Register serial number 2. Check elligibility (within 30 days, purchase from direct) 3. Create RMA number (returns number) 4. Disable serial number 5. For free uplift: Uplift arranged 6. Customer sends software with RMA to warehouse 7. Warehouse receives product, releases RMA and funds automatically sent to customer Fedex Notepad Outlook Kana Knova CRM The tools
  • 36. © 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. Multitude of slow, cumbersome tools. Overly complicated processes. Frustrated agents. Dissatisfied customers. What we found
  • 37. © 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. Our vision Provide an all-in-one, process-driven solution.
  • 38. © 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. Turning Vision Into Reality Process Map 38
  • 39. © 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. Optimize Processes 39
  • 40. © 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. Optimize Processes 40
  • 41. © 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. Turning the vision into reality
  • 42. © 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. Turning the vision into reality
  • 43. © 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. Before and after
  • 44. © 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. Buying products
  • 45. © 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. Buying products
  • 46. © 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. Demo 46
  • 47. © 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. Adobe LiveCycle ES2 RIA SERVICES DOCUMENT SERVICES PROCESS MANAGEMENT
  • 48. © 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. LiveCycle Data Services  Improved Data Management  Most efficient framework for data handling between RIA Client, RIA Server and backend SAP system  Based on CRUD, as is the SAP Enterprise Services approach  Increased Performance  Optimized protocol between RIA Client and RIA Server  Lazy Loading and Paging reduce requests on SAP server and network  Integration with Enterprise security infrastructure  Real-time messaging based on push mechanism  PDF generation
  • 49. © 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. Options to Integrate Flash/Flex with SAP applications  Flex apps connecting to SAP via SOAP or REST  Flex apps connecting to SAP via LiveCycle Data Services  Web Dynpro Flash Islands 49
  • 50. © 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. SAP – Database Analysis 50
  • 51. © 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. SAP Flex Running In Browser 51
  • 52. © 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. Authentification SAP ALTI 2010 - Page 52
  • 53. © 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. Authentification SAP ALTI 2010 - Page 53
  • 54. © 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. SAP Report ALTI 2010 - Page 54
  • 55. © 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. SAP Report ALTI 2010 - Page 55
  • 56. © 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. ALTI 2010 - Page 56
  • 57. © 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. ALTI 2010 - Page 57
  • 58. © 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. ALTI 2010 - Page 58
  • 59. © 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. SAP Flash Islands  Create rich internet components that support integration, data exchange and interaction with applications built with Web Dynpro for ABAP 59
  • 60. © 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. SAP Flash Islands 60
  • 61. © 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. SAP Flash Islands 61
  • 62. © 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 62
  • 63. © 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. Architecture Principles 63 USER INTERFACE LAYER SERVER PRESENTATION LAYER STORAGE LAYER LiveCycle Data Services Java servlet container JDBC Web browser JAVA classes/services RPC services Messaging Data Mgt ProductService.java public getProducts() AMF over HTTP SAP RFC JCO
  • 64. © 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. Questions? Anne Kathrine Petterøe petteroe@adobe.com http://twitter.com/yojibee 64
  • 65. © 2010 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.

Hinweis der Redaktion

  1. Gap between final user and developers! Difference of culture Depending on the organisation sometimes business has the problem, sometime IT: Some companies are very IT oriented, have the latest release of software but don’t care about the users. Don’t allow users to use what they want to use because of security. Other kind of companies are led by marketing or business -> more focus on the end user
  2. Integration with existing systems Much of the data of value to organizations has been collected over the years by existing enterprise information systems. Much of the programming investment resides in applications on those same systems. The challenge for developers of enterprise applications is how to reuse and commoditize these existing information assets. To achieve this goal, application developers need standard ways to access middle-tier and back-end services such as database management systems and transaction monitors. Security More than ever, information systems security is on the minds of IT managers and system architects. That's because protecting information assets to maximize their value can jeopardize that very value. Traditionally, IT departments have been able to maintain a relatively high level of control over the environment of both servers and clients. When information assets are exposed in less-protected environments, it becomes increasingly important to maintain tight security over the most sensitive assets, while allowing seemingly unencumbered access to others. One of the difficulties in integrating disparate systems is providing a unified security model. Single sign on across internal application for instance is important to creating a positive user experience with the applications. Security needs to be compatible with existing mechanisms.
  3. Yahoo story: Back in 2000 was the no 1 search engine Ask audience: Do you remember what was the user experience? -> first success of google was due to good user experience, search was fast (not good algorythm)
  4. When you break it down, an intuitive user experience has a variety of characteristics: Effective – supports goal accomplishment Efficient – allows rapid task completion Engaging – Offers enjoyable day-to-day operation Easy to learn – supports rapid initial skill aqusition and expanded skill development with experience Error free – prevents errors and supports error recovery And to support these 5 E’s, it has to be personalised, enable the user to collaborate with others in the context of the task at hand, all while completely abstracting and automating all backend processes.
  5. First business applications where you will use RIAs
  6. RIAs which support and assist decision making. A simple, intuitive user experience which aggregates a single screen information from different systems to enable faster decision. Information displayed visually is always easier than large Excel spreadsheet and it is no coincidence that the biggest players in business intelligence have turned to Adobe technologies, namely the Flash platform to meet these needs
  7. The third type of application, relates to eCommerce and online sales. Select products, media players
  8. The last type of application, the "Social" and collaborative - and here we find the ability to integrate Web 2.0 technonolgies in enterprise applications Twitter clients Facebook games
  9. Rationalization -> Remove fields/tabs on screens Harmonization -> making the screens look/behave the same way Simplification -> 10 screens into 1
  10. How have we gotten here? Client/server web revolution caused a loss of end user functionality (was forced to reduce end user capabilities in favour of easiness of distribution) and now end users want the functionality back. Same forces driving consumerisation of IT trends. User expectations have changed Demographics of enterprise is changing Rapidly changing business models Desire to extend existing IT infrastructure investments to more users Occasional use of applications – must be easy to use or they will never be used The extended enterprise of customers and partners simply won’t use difficult apps Enterprise software architecures don’t translate to intuitive user experience Software developers looking for tooling that supports rapid application evolution Technical challenges of traditional enterprise UI approaches Web has become preferred app distribution method for management reasons Data centric design techniques don’t prioritise usability first HTML/JS/AJAX applications are costly to maintain & lack enterprise preferred object-oriented coding techniques
  11. As enterprises create new business processes and improve existing ones, increasingly they will face pressure to deliver these processes as user-centric applications that offer the types of intuitive experiences we’re all experiencing in our lives as consumers (iPhone, social networking etc.).
  12. Contrasting the contrast system-centric applications with user-centric applications, you can see a new and different set of requirements are emerging. We are well placed in many of these dimensions and continue to innovate to deliver better than any other company on the vision of user-centric computing.
  13. Enterprise systems of the past worried about transaction scalability and reliability not until the end of the development effort was thought given to the usability of the application… In industries where success is measured by how well you serve your customer / citizen, we have seen common patterns emerge in customer acquisition and customer service where usability, automation of processes and the ability to effectively communicate with your customers is critical. This is where Adobe technology best fits. Productivity: Line of business and IT departments expect shorter development times, ability to customize, adapt and maintain Customers in the enterprise today assume that software solutions deliver productivity as a given (reduce costs & processes, shorten development times etc.). To even be considered, you have to deliver productivity at a base level. But this is not sufficient- everyone delivers productivity. Customers expect more from their applications… Collaboration: To take enterprises to the “modern era” software companies need to connect people in the context of business processes and map to the way people work today. They need to deliver more social work solutions that increase collaboration. Consumerization: the whole phenomenon around consumerization revolves around users expecting more from their enterprise applications. To “delight the customer” needs to be at the center of enriching the end-user experience through enhanced collaboration. The failure of system centric approach to these types of applications was no fault of IT. Frankly it was too hard, too costly and they were constrained by the complexity of the client technologies (SAP gui, Siebel gui, etc.) which were hard to change and difficult to extend -- not to mention the challenges associated with customizing the apps to support unique business processes. So it was up to the employee to get trained on the systems and then toggle btw screens, aggregate information manually and wait for IT to make the needed system updates. Now designers are working hand in hand with the development teams –and a new level of experience is available to enterprise. Enterprise software has to deliver on user expectations, with the same level of intuitiveness & usability people experience on consumer based sites. User-centric processes are collaborative by their very nature, and enterprises are looking for ways to provide better services by connecting people from within the application – be that instant messaging, sharing screens or fully integrated video connectivity inside and outside your organization.
  14. Call center application – for handling customer calls A Flex-based application that sits upon a myriad of Adobe enterprise systems, including our CRM implementation and our Dylan product catalogue and order placement engine. Not a product that can be sold to customers, nor a solution accelerator. It is however a great example of what is possible and a great example of how to use our technology Has not been designed with re-use in mind
  15. Call center application – for handling customer calls A Flex-based application that sits upon a myriad of Adobe enterprise systems, including our CRM implementation and our Dylan product catalogue and order placement engine. Not a product that can be sold to customers, nor a solution accelerator. It is however a great example of what is possible and a great example of how to use our technology Has not been designed with re-use in mind
  16. First of all we went off to the call centers and we took a lot of video of agents receiving calls from customers We weren’t just interested in what was happening on their screens We were also interested in what was going on on their desks, in their cubicles, how they were reacting to different customer questions etc. We noticed that they were using a notepad and postits a lot – apparently the CRM system crashed a lot, so they were having to write things down We noticed that there was a cheat sheet of the most common process pinned to their wall We noticed the “meercat” effect: heads popping up frantically above cubicle walls looking for help answering a question We noticed that weighty training manuals were hidden in a drawer beneath their desk
  17. From there, we went and interviewed many more people: trainers, call center managers, Adobe managers, Adobe executive team and the project sponsors to get their view on pain points and where improvements could be made
  18. We took a good look at the different tasks that the agents had to perform on a daily basis
  19. We noticed that there was much room for improvment in some of these processes. Typically, most processes were tied to the systems, meaning that a process would have to adapt itself to how a system worked and not the other way round The steps in the processes were often too long and too complicated, demanding the agent to switch between different systems and different user interfaces There was too much room for error between all of the systems that the agents were having to use- they were having to manually copy and paste data from one system to another There were band aids. By band aids, I mean there were processes conceived years ago, and to adapt an old process to new requirements, additional steps were included, making it even more complex These processes had not been entirely re-thought.
  20. And finally we looked at the systems themselves. An agent had to typically use a dozen different systems throughout their daily work schedule. This is a screenshot of one of them: CRM
  21. Agents had many complaints about the systems they had to use, but the system they disliked the most was CRM CRM was slow, it crashed a lot and there were regular time out issues, meaning that agents would often lose work There was no progressive disclosure- all of the functionality was displayed and was not filtered depending on an agent’s role or step within a particular process There was little information hierarchy- data was presented at the same visual level, meaning that quickly scanning a screen to find something was very difficult There was no data visualization to help agents quickly understand a given situation- just text and forms And call-to-action items: buttons, drop down lists, navigation links etc. were very small, hard to detect and dotted all around the interface.
  22. Our conclusion therefore was that agents had too many tools and were having to memorize too many processes
  23. And if you have a multitude of slow, cumbersome tools and a bunch of overly complicated processes you will get frustrated agents. And this has a direct impact on customer satisfaction. Call center management told us that they had a real problem with agent churn rate and in their view, this was directly related to the processes and tools they were having to use. We discovered that to train an agent on the tools and processes would typically take about a month, getting them up to speed would take 2-3 months and the churn rate was 6 months.
  24. It therefore became apparent that we should be providing agents with an all-in-one, process-driven solution.
  25. First thing we had to address was the processes. We took data from the process documents and training manuals, and plotted it out into a huge process map, so that we could take a global look at all of the different steps, actions and systems that the agents were having to use
  26. For a given task, we were then able to plot different user paths over the process map
  27. And then we were able to understand how we could eventually optimize certain processes, creating shortcuts, deleting steps and essentially compressing the time need to complete any given task.
  28. Once we had gained a better picture about how we were going to improve processes, we could then start to create the user interface. The first step in creating an interface is the wireframing phase This is an essential phase as it allows a designer to rapidly create a multitude of different scenarios and user paths without thinking about the visual design (these are often in monochrome) Very early on, designers will then test these different scenarios on real users. The fact that the wireframes are basic monochrome mock-ups means that users will concentrate on functionality rather than aesthetic appeal and this will glean important feedback about the functionality before the visual design stage
  29. Once the wireframes have been approved by users, business and project stake holders, they are then transformed into a visual design A visual designer will use colour, iconography, layout and choreography to create visual hierarchy and visual cues within an interface, bringing to the forefront the elements that the user needs at any given moment. A prototype was also produced, allowing for a real sense of how the application would appear under a set of different scenarios. The visual design mock-ups were approved by users, business and project stake holders before passing off to the development team.
  30. To end the presentation, I’d like to provide a few examples on how we were able to maximise productivity through improving the interface.
  31. Selling in CRM isn’t easy. Firstly, a sales agent would have to go the Adobe website to relay information about products, upgrades, cross sells, upsells to the customer. Then, to process an order for a customer, an agent would have to go into our knowledge base to download the latest price list spreadsheet. They would then open the spreadsheet and trawl through the 2000 rows to find the SKU code to enter into CRM Once entered into CRM, a price would be returned and the agent would collect the customer’s contact and payment details and process the order For an extremely simple purchase, an experience agent would take about 4 minutes
  32. In Hendrix, we aggregated all of that selling functionality An agent can quickly locate the required product in an easy to use catalogue-style interface Clicking on a product will expand to give more information and this can also be used for training purposes Adding the product to the customer’s cart will first involve configuring it (ie selecting the language, platform, version etc.) and at this stage the agent will be proposed with an upsell product that they can try to convince the customer to purchase instead From the cart, a number of cross sell products are also proposed When the customer is ready to purchase, the agent identifies the customer, finding or creating a customer record and then processes the order This entire process takes a minute. This is a 75% reduction compared to the same process before.
  33. Dark blue: the price you sell to customers Light blue: price now, for next 24 hours
  34. To set context for our roadmap, it is important to understand what LiveCycle is today. We released LiveCycle ES2 in November of 2009. It is based on three key pillars: RIA Services, Process Management, and Document Services. The reason for Process Management being the bridge in this diagram is to show that the differentiator between consumer RIAs and enterprise RIAs is that there is always a process behind enterprise RIAs
  35. Adobe Flash Island allows you to create rich Internet components that support integration, data exchange, and interaction with applications built with Web Dynpro for ABAP . The Web Dynpro framework provides UI elements that dramatically reduce development effort and enforce a unified look and feel of Web Dynpro-based applications. However, several use cases require richer UI capabilities that are not available with this set of UI elements. To support such use cases, Adobe Flash Island is supported within the Web Dynpro for ABAP framework in SAP NetWeaver 7.0 EhP1.