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Session ID:

Prepared by:

Engaging and Informing its Most Important Assets: Federated Insurance Enhances Employee Engagement by Modernizing its Employee Intranet with Oracle WebCenter 12c

525

Mike Lee, Federated Insurance

@m_b_lee

April 2‐6, 2017 in Las Vegas, NV USA #C17LV

Agenda

• Company overview • History with WebCenter • Business problem and goals• Portal implementation process• Best practices, lessons learned, tips and tricks • Resulting benefits

Speaker Introductions


Today’s SpeakersMike Lee• Systems Developer III• 9 Years at Federated• 6 years working with WebCenter

• Admin • Customization Developer

• Environment Lead for the project

Jerry Aber • 10+ years of WebCenter Portal deployment experience

• Lead deployment team for 10 different WebCenter portal projects

• Architecture and deployment recommendations

Federated Insurance Overview


Who is Federated Insurance?

• Property and Casualty, Group Health, Life, and Personal Lines (MN Only)

• 48 states and Washington D.C.• Home Office ‐ Owatonna, MN• 2,300+ employees• Our Mission

• “As a mutual insurance company, we believe our value is measured by the success of our clients. It’s our business to protect yours.”

• Rated A+ (Superior) by A.M. Best Company.• Ward’s 50 Top Performer


Client Focus

• Risk Management• We don’t just pay claims

• We want to help our Clients prevent them!

History with Oracle WebCenter


Oracle WebCenter at Federated• Purchased Stellent Content Server in September 2004• 230,000+ Content items with a total of 460,000+ revisions• Current uses:

• Intranet• External Web Sites• Forms• Legal Documents• Advertising Media

• Purchased WebCenter Suite in January 2015• Portal – Intranet• Sites – MR Websites

Business Problem Discussion


Problem Analysis – Technology

• Old infrastructure – Site Studio• Our Intranet was 28 Site Studio Sites

• Move to the latest web technologies so that we can keep up to date

• Mobile access

• Upgrade Content Server to 12c• Development process improvements

• Less coding – more configurationhttp://www.technicalanalystindia.com/images/analyst.png


Problem Analysis – Business

• Expand what the Business can do without IT involvement• Better engaged and informed employees• Less Manual, more Dynamic• Mobile access• Easier Navigation

http://www.netstar.co.uk/wp‐content/uploads/2015/11/problem‐analysis‐solution.jpg


Old Intranet


Personas – Who is using the portal

Office Employee

• Work mostly in the office• Usually working on dual

monitors• Limited technical

knowledge of the system

Field Employees

• Work mostly remote• Usually on Laptop • Some access via Mobile

Limited technical knowledge of the system

Guests / Vendors

• Usually working on Virtual Desktop

• Limited content access• Limited technical

knowledge of the system

Content Owners / Authors


monitors• Some technical

knowledge of the system• Reviews / Contributes

Site Administrator


monitors• Technical knowledge of

the system• Reviews/Contributes

Content• Manages Site and

Navigation


Portal Use Cases by Federated PersonasOffice Employees

• Search for forms and/or documentation on how to complete a form

• View Job specific content• View What’s New articles

• View employee benefits• Access Applications from Links• Access work in‐progress content as part of training

Field Employees

• Search for forms and brochures and /or documentation on how to complete a form

• View Job specific content

• View What’s New articles• View employee benefits

Guests / Vendors

• Search for documentation (specific based on purpose)

• Search for employee names & phone numbers

• View Office locations & maps• View Café menu


Persona Portal Use – cont.Content Owners / Authors

• Update content item, insert image, link into content item

• Review assigned workflows, viewing differences prior to approval or rejection

• View content information to review revision & workflow history, & links to/from

• Access work in‐progress content as part of training & training development

Site Administrator

• Update content item, insert image, link into content item

• Review assigned workflows, viewing differences prior to approval or rejection

• View content information to review revision & workflow history, & links to/from

• Coordinate work in‐progress content as part of training & training development

• Obsolete a content item, fix/update broken links, spelling errors, formatting, etc.

• Update content item metadata or security• Manage Site Navigation


New Intranet – Features

• More dynamic & role‐based content• Favorite links• Google search• Subscribing to content• Contribution through the portal• Mobile friendly


New Portal – Home page


Fishbowl Portal Framework: OverviewSoftware and services for rapid portal setup and

deployment driven by user experience and content integration

• Consists of a WebCenter Portal and content “bundles”

• Collection of code, pages, assets, content and templates

• Content integration performed via Fishbowl single‐page application task flows

• Built‐in personalization

• Foundational benefits for any portal• Time‐to‐market

• Speed/Performance

• Web developer friendly


= OOTB WebCenter

= Minimum custom development

= WebCenter Extension via FB framework

= Heavier custom development possible

Minimum

Skinning \ TemplatesSkinning \ Templates

ADF \ SPA Task flow reformatting of Oracle Components & Services (as needed)

ADF \ SPA Task flow reformatting of Oracle Components & Services (as needed)

Mod

ifica

tions

to te

mpl

ates

\SPA

\etc

.. M

odifi

catio

ns to

tem

plat

es \S

PA\e

tc..

OOTB Configuration Minimum Major Customizations Final Solution

WebCenter PortalWebCenter Portal

WebCenter Content

WebCenter Content

WebCenter Services

WebCenter Services

Using OOTB Taskflow and ServicesUsing OOTB Taskflow and Services

Out of the box

PSAframework incorporates new pages and taskflows into the main site structureSPA task flows / Data Integration

(various integration patterns possible)SPA task flows / Data Integration

(various integration patterns possible)

ResponsiveResponsive

MajorMajor

Del

iver

ed S

olut

ion

Del

iver

ed S

olut

ion

DoneDoneFishbowl

Portal(libraries, pages, task flows)

Portal(libraries, pages, task flows)

Content(metadata, components,

services, assets)

Content(metadata, components,

services, assets)

PSA to WebCenter Portal – Feature Mapping


Portal Development ApproachUX Before Development

Information Gathering

Periodic Check‐in

Sprint

• Business & Technical Requirements

• Content Audit• Compliance & Security• User Stories

• Personas• User Journeys• Wireframes• Brand & Interface

• Integrate Corporate Branding & Design

• Ex: • Skin/Template• Landing Page, etc.

• Accomplishments• Obstacles• Next Steps

• Visual Validation –Demo, etc.

User Experience Design

New Functionality

• Install/Configure• Customize• Deploy• Test & Document

Development & Implementation

Sprint

• Pre‐requisites• Infrastructure• Install/Configure• Ex:

• Content & Portal Components

Periodic Check‐in

• Accomplishments• Obstacles• Next Steps

Portal Implementation ‐ UX


User Experience (UX) Goals

• Improve overall usability• Reduce user clicks • More relevant search results – Google‐like experience• Mobile enabled• Business enabled contribution

• WYSIWYG• Inline Editing• Workflow Approvals

• Personalized content


UX Goals – Smart Navigation

Key Benefits:• Less clicks• User controlled• Menus may be secured to user credentials• Menus may be shared or be unique across sites


UX Goals – Google Search• Collection of portlets in the resource

catalog• Administrators apply portlets to

pages and configure• Can leverage content server security• Can use portlets across pages

• Content Server component• Can leverage content server security• Has a set of configurable parameters


Search Results ‐ screenshot


UX Goals ‐ Responsive Design

• Responsive • Mobile Web & Native Applications

• iOS• Android

• Modern design languages• HTML5• CSS3• REST API


UX Goals – Business Enabled Contribution


UX Goals – Personalized Content• Driven by user attributes

• Tagging by such values as:• Group• Department

• Able to support 200+ concurrent users


Personalization – My What’s New

Portal Implementation –Governance & Security


Workflow Enabled

• Content reviews and approvals based on roles


Security• Leverage Active Directory configuration in place• Map users to groups and roles with permissions• Site Manager used to administer hierarchy of access and control across intranet

Portal Implementation –Performance Optimization


Single Page Application (SPA)

• Definition:• Application or website that fits on a single web page• All necessary code – HTML, JavaScript and CSS – retrieved with a single page load• Page updates dynamically through user interaction

Client Server

Initial Request

HTML

Form POST

HTMLPageReloads

Traditional Page Lifecycle

ServerClient

Initial Request

HTML

AJAX

JSON{ … }

SPA Lifecycle

SPA Architecture

SPASINGLE PAGE APPLICATION

COMPRESSION

CACHE

ADMIN INTERFACE

CHARTS

TEMPLATES

COMPONENTS

RESPONSIVE RESPONSIVE RESPONSIVE

CONTRIBUTION

CACHE

WORKFLOWS

PSAPORTAL SOLUTION ACCELERATOR

SECURITY

PERSONALIZATION

MASHUP

ORACLE CLOUDPORTAL AS A SERVICE

WEBCENTERPORTAL / CONTENT

BUS INTELLIGENCE E‐BUS SUITE

11G/12C

CLOUD –SHAREPOINT –LIFERAY, ETC.

[JS, JET, ADF, .NET]

SCS/CX

OPTIONAL CONTENT EXPERIENCE

ORACLE HYBRID CLOUD

<ASIDE>

<FOOTER>

<FIGURE>

<NAV>

REUSABLE COMPONENT ARCHITECTURE

<HEADER>

<ARTICLE>


Caching ‐ Oracle Coherence

• Definition:• In‐memory data grid solution • Enables organizations to predictably scale mission‐critical applications by providing fast access to frequently used data.

• Handle more data in real‐time, offload over‐burdened shared data services and provide availability guarantees


Coherence & WebCenter PortalLocal Cache Use Case

• Leverage local coherence cache available per node in WebCenter Portal

• Provide methods for selecting content profiles for enabling cache via the content server UI

• Provide methods for managing and/or viewing cached items via portal UI

• Configuration updates made to support ‐ No limits and no expirations


Caching ‐ Redis

• Use Case• Leverage Redis as a means to create a central publishing model for updated content to the cache

• Leverage Pub/Sub• Subscribe• Unsubscribe• Publish


Coherence & Redis Implementation

WEBCENTER PORTAL

COHERENCE

WEBCENTER PORTAL

COHERENCE

WEBCENTER PORTAL

COHERENCE

SPASINGLE PAGE APPLICATION

REDIS

WEBCENTER CONTENT

Listen/Subscribe

Check In / Update

Load Items

SPA – Cache – Update

SPA – Cache – Delete

WEBCENTER PORTAL

COHERENCE


Portal Cache Manager

Resulting Benefits & Summary


Site Analytics

• Daily Use • 1,500 to 2,100 users • 40,000 to 70,000 Page Views

• Site Analytics from the first month• 169,894 – Visits

• 169, 577 ‐ Laptop/Desktop Visits• 317 ‐Mobile Device Visits

• 1,185,783 ‐ Page Views• Average of 7.1 actions per visit


Benefits

• Reduced implementation time• Framework allows for new portals to be created with little work from IT

• Security• New portals can have unique Viewers/Administrators/Contributors

• Reusable components• Most of the components are reusable • Easy to modify for unique cases


Lessons Learned

• Finalize the UI design early• A major change to our UI and menu caused worked to get delayed and delayed content conversion testing

• Governance• Have governance in place before the project starts, we did not and it was hard to get decisions made.

• Performance is Key• Day 1 we had performance issues that our performance/load testing did not discover

• Session Timeout• End users were not used to a Session Timeout

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Session ID: 525


Additional Resources

• Booth: #1113• Web: www.fishbowlsolutions.com• Email: [email protected]• Twitter: @fishbowlE20• Facebook: facebook.com/fishbowlsolutions

Learn more about solutions for Enterprise Portals, Controlled Document

Management and User Experience Design


Fishbowl PresentationsMonday, April 3rd

• Using Modern Web Development Technologies to Optimize WebCenter Portal

Performance – Jerry & John Sim

• 12:00 to 12:30 PM

• Jasmine B

Wednesday, April 5th

• Ryan Companies Realizes Knowledge Management Success with

Oracle WebCenter Content – Mike Ernst & Kim

• 9:15 to 10:15 AM

• Jasmine A

&


Thanks!

Mike [email protected]

Appendix

April 2‐6, 2017 in Las Vegas, NV USA #C17LVwww.fishbowlsolutions.com

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