Date post: | 13-Jan-2015 |
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© 2013 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
#AdobeSummit, @NetcentricEWE, @UBSemea © 2013 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
#AdobeSummit, @NetcentricEWE, @UBSemea
Creating sustainable value for UBS with Adobe Experience Manager Liv Brahin | Executive Director, E-Channel Solutions, UBS Elian Kool | Head of Technology, Netcentric
© 2013 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
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Elian Kool Head of Technology, Netcentric [email protected]
Liv Brahin Executive Director, UBS [email protected]
© 2013 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
#AdobeSummit, @NetcentricEWE, @UBSemea
Macro-environment
3
CLIENT EXPECTATIONS
ECONOMIC REALITY
=
© 2013 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
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The challenge
4
Increasing client demands …
for greater capabilities
for an improved user experience
for shorter time to market
… But with decreasing budget and resources!
ü
ü
ü
© 2013 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
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What did other smart people do?
5
Ludwig Mies Van der Rohe: Less is more
Simply by not owning three medium-sized castles in Tuscany, I have saved enough money in the last forty years on insurance premiums alone to buy a medium sized castle in Tuscany. „ “
© 2013 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
#AdobeSummit, @NetcentricEWE, @UBSemea
Creating sustainable value for UBS with Adobe Experience Manager
6
ubs.com
Establish base Leverage Industrialize
© 2013 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
#AdobeSummit, @NetcentricEWE, @UBSemea
ubs.com relaunch
7
© 2013 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
#AdobeSummit, @NetcentricEWE, @UBSemea
Creating sustainable value for UBS with Adobe Experience Manager
8
ubs.com
Establish base Leverage Industrialize
© 2013 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
#AdobeSummit, @NetcentricEWE, @UBSemea
Leveraging SaaS solutions in an enterprise platform
9
SaaS and cloud-based solutions, such as Adobe Analytics or CDN's, offer flexibility and turn-key solutions Multinational enterprises are affected by complex data protection laws Industry-specific restrictions, such as banking secrecy, create additional complexity Person identifying details are not only name, address, phone number or email address, but also IP addresses
ü
© 2013 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
#AdobeSummit, @NetcentricEWE, @UBSemea
Creating sustainable value for UBS with Adobe Experience Manager
10
ubs.com
Establish base Leverage Industrialize
© 2013 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
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Adapting SaaS to fit stricter data protection standards
11
Collect, anonymize & upload
© 2013 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
#AdobeSummit, @NetcentricEWE, @UBSemea
Creating sustainable value for UBS with Adobe Experience Manager
12
ubs.com
Establish base Leverage Industrialize
© 2013 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
#AdobeSummit, @NetcentricEWE, @UBSemea
CDN integration
13
Initial plan was to use the CDN to accelerate the entire site, which was not possible due to data protection issues
Revised solution was to ensure that IP addresses for users likely to be clients would not be exposed to the CDN
Pages targeting clients may not be served using the CDN
© 2013 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
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Delivering static assets via CDN
14
Marketing page Page with login options
Get website from www.ubs.com
Get static assets from CDN
Get website from www.ubs.com
Get static assets from ubs.com
In addition: CDN may only be used
outside Switzerland
© 2013 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
#AdobeSummit, @NetcentricEWE, @UBSemea
Creating sustainable value for UBS with Adobe Experience Manager
15
ubs.com
Establish base Leverage Industrialize
© 2013 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
#AdobeSummit, @NetcentricEWE, @UBSemea
Big bang vs. slice by slice
16
UBS chose a ‘big bang approach’ for ubs.com
PRO CON
Shorter timeline üTimeline for slice by slice would not have been acceptable for management
Focus üClear goal for all involved; easy to convey and understand target
Initial issues with content quality Changed site structure and layout during automated migration
Absorbing the ‘heat’ Extensive resources required to provide issue response and support services
© 2013 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
#AdobeSummit, @NetcentricEWE, @UBSemea
Creating sustainable value for UBS with Adobe Experience Manager
17
ubs.com
Establish base Leverage Industrialize Leverage
© 2013 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
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Leveraging the platform: the plan
18
WHAT
Use the ubs.com platform as the base for all web communication channels, external and internal ü
Reuse components and functionality – keep it simple! ü
Consolidate sites and content onto the core platform ü
Continue to innovate to improve capabilities ü
WHY
Far better ROI and capabilities by reuse of elements instead of one-off agency-implemented sites ?Higher consistency for the user experience and better aligned marketing activities ?
Prerequisites: 1. Solid base 2. Process and tooling 3. Governance
Improved management of data protection, information security and risk factors ?
© 2013 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
#AdobeSummit, @NetcentricEWE, @UBSemea
Creating sustainable value for UBS with Adobe Experience Manager
19
ubs.com
Establish base Leverage Industrialize Leverage
© 2013 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
#AdobeSummit, @NetcentricEWE, @UBSemea
Solution Review Boards
§ The Solution Review Board (SRB) – a requirements and solution design sign-off body
§ All key decision makers and experts review and give approvals
§ Full design decision making authority delegated to project core team
§ SRB sessions run as extended workshops § Supported by mandatory and standard project tooling
20
Design Agency
Review & Approve!
SRB
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Requirements workflow
21
§ New require-ment is created or imported
New Requirement
In feasibility study
§ Check possible solution
§ First rough effort estimation
Feasibility study completed
§ Requirement is ready for specification
Planned
§ Requirement is planned and priories for a release
Business Analyst
§ Requirement is getting speci-fied in WIKI
In Specification Specified
§ Requirement is specified
Ready for Development
§ Requirement is accepted and ready for development
Technical Team
§ Implementation task is under development
In Development
Development completed
§ All components are implemented and are awaiting the quality gate
Development Team
§ Requirement is under testing
In Testing
Ready for Production
§ Requirement is verified and accepted
Testing Team
§ Requirement is in Production
In Production
Project Manager
Solution Review Board
Ready for Testing
§ Internal development quality gate has been passed
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Tooling
22
Workflow, governance and tooling for requirements are fully integrated – from the start
JIRA/Wiki § All requirements and specifications in one
central instance, fully interlinked § Document all dependencies or "reuse" of
requirements to establish trace of dependencies
§ JIRA references contained directly in code – ensures that both business and technical dependencies are managed
§ Document evolution of all requirements as they move through the workflow
© 2013 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
#AdobeSummit, @NetcentricEWE, @UBSemea
Creating sustainable value for UBS with Adobe Experience Manager
23
ubs.com
Establish base Leverage Industrialize Leverage
© 2013 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
#AdobeSummit, @NetcentricEWE, @UBSemea
Reuse existing functionality
24
Reuse of "commodity" components - prioritize!
Design and build with reuse in mind – keep it simple!
Analytics integration
Adaptation to different non-functional requirements
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Reusing existing functionality
25
ubs.com base elements… …reused for the UBS Intranet
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Adaptation to new requirements
26
§ Content Delivery Network is perfect to accelerate content externally
§ Reach global clients close to their location
External facing CDN
§ “Internal CDN” built using Varnish cache to utilize internal data centres
§ Transparent integration into AEM § Replace Adobe Dispatcher cache
Internal facing CDN using Varnish
§ ubs.com offers basic social functionality § Log in / register for closed user groups
§ Subscribe to news and Blogs § No detailed knowledge of >99% of the users
Limited CUG/subscription functionality
§ Easy identification of users through SSO § Targeting of content based on user profile
§ Access to premium content/tools § Accessing localized tools
Targeting / personalization based on profiles
© 2013 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
#AdobeSummit, @NetcentricEWE, @UBSemea
Creating sustainable value for UBS with Adobe Experience Manager
27
ubs.com
Establish base Leverage Industrialize Leverage
© 2013 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
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Investment & Sales Platform first on Intranet
28
Investment and Sales Platform first out leveraging our base
Challenges § Governance – different organizational ownership § Global IT process alignment § Generic approach versus use-case specific
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Release management across multiple platforms
29
INTERNET
INTRANET
ISP
Release 2.0 Release 2.1
Rebase
Release 1.0 Base Platform
RC RC2
Bugfix
Rebase
Dev. Bugfix UAT
Go Live
UAT Dev.
© 2013 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
#AdobeSummit, @NetcentricEWE, @UBSemea
Creating sustainable value for UBS with Adobe Experience Manager
30
ubs.com
Establish base Leverage Industrialize Leverage
© 2013 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
#AdobeSummit, @NetcentricEWE, @UBSemea
NEXT platforms
FIRST platforms are live
Industrialize the platform
31
Media Intelligence
portal Asset mgmt. funds
solution
Full Intranet migration,
including new employee gateway
Subscription Center Internal
newsletter solution
ubs.com
External microsites
Investment and sales platform
Internal microsites
Intranet pilot New mobile
site
© 2013 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
#AdobeSummit, @NetcentricEWE, @UBSemea
Creating sustainable value for UBS with Adobe Experience Manager
32
ubs.com
Establish base Leverage Industrialize Leverage Industrialize
Mobile
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Mobile ubs.com reloaded
33
Mobile site part of the initial ubs.com
New approach: Less but optimized content, launched just a few days ago § Meet the majority § Promote efficiently § Use what we have § Keep existing governance model
Relied heavily on AEM LiveCopies, mirror of ubs.com
© 2013 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
#AdobeSummit, @NetcentricEWE, @UBSemea
Creating sustainable value for UBS with Adobe Experience Manager
34
ubs.com
Establish base Leverage Industrialize Leverage Industrialize
Mobile
Media Intelligence Center
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Media Intelligence Center “application”
35
Most standard approach might have been a Java web application
Leverage scenario, hybrid of AEM and Search
© 2013 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
#AdobeSummit, @NetcentricEWE, @UBSemea
Creating sustainable value for UBS with Adobe Experience Manager
36
ubs.com
Establish base Leverage Industrialize Leverage Industrialize
Mobile
Media Intelligence Center
Winning internal bids
© 2013 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
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Winning internal bids
37
Competition of ‘internal platform’ against ‘external vendor’
You need to be better, competitively priced and ready
to bid as professionally as the external vendor does
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Fully industrialized
38
High growth in demand requires further standardization and scalability
Standardization of services
Cost effectiveness
Resource scalability
Balance onsite and remote resources
Expertise – everyone wants to work with the best!
© 2013 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
#AdobeSummit, @NetcentricEWE, @UBSemea 39
Make it easy and compelling to do business with you!
© 2013 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
#AdobeSummit, @NetcentricEWE, @UBSemea 40
© 2013 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
#AdobeSummit, @NetcentricEWE, @UBSemea 41
Elian Kool Head of Technology, Netcentric [email protected]
Liv Brahin Executive Director, UBS [email protected]