UOP PORTAL KICKOFF RECAP

MAGNET360.COM APRIL 21-23, 2014

Magnet 360 | Onsite in Des

Plains, IL

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TABLE OF CONTENTS

3 4 9 11 16 Introduction Themes

Design Studio Methodology

Brand Brainstorm Content Catalog

21 Sketching Session

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INTRODUCTION

UOP hosted Magnet 360 in a three-day workshop April 21-23, 2014 in Des Plains, Illinois. Magnet 360 led the sessions in order to gain deeper insight into the UOP structure along with the wants and needs of the future UOP Customer Portal.

THEMES

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MAGNET 360 AND UOP WORK TOGETHER TO IDENTIFY THEMES

The following Pages Outline the Suggested Themes and Potential User Stories:

Magnet 360 and UOP spent Day 1 identifying and discussing potential themes to aid in creating User Stories. These Themes and User Stories will set the framework for completing the portal design in terms of: prioritization, timeline, customer and business value.

*(AS) = Advanced Services Team *(eCom) = eCommerce Team

1. Search Smart Search/Keywords/Autofill (AS) HON Other products/sites Show other HON products and/or services that are relevant to me (AS) Responsiveness Use notifications (AS) Device dependent (AS) Fully responsive Desktop to Mobile (AS) Supported on all browsers (AS)

2. Multiple Languages Ttechnical language translation tool (AS)

3. Project in process status

Customer/UOP correspondance log that can be filtered (AS) Secure Piece Meal release of spec (SPOTS) (AS) Notified when key milestones are met (AS) I want to see the project schedule including dates for meetings and

milestones (AS) Percent completed and status of step in the work process. (AS) Expected project delivery date (AS)

3. Project Documents

Schedule a (AS) Engineering documents (AS) Projectwise (AS) Yield estimate (AS) Searchable schedule As and UOP P&IDs (AS) Link to my ProjectWise account (AS) Real time yield estimating tool to plan for change in process conditions

(AS) Access to continually updates SID drawings (AS) Downloadable archive of postagreements (AS)

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4. Process unit history (my product) Data reviews (AS) Catalyst history (AS) Benchmarking (AS) Process unit lifecycle (AS)

o project in process o project document o startup & maintenance o project unit history o point to point

Iwant to cross reference point to point threads with my units history (also user forum threads) (AS)

I want to receive notifications on updates or uploads for reviews catalyst history (AS)

Catalyst and absorbent loading history for my unit (AS)

5. Account management UOP contacts (AS) Licensee (AS) Public (AS) Segment by price/product (AS) Role based sharing (AS) How I want to be notified (AS) I want to request access to areas I dont have now (AS) Edit or assign more relevant names (AS) I want to opt in for communications variances ie. text

(eC) KB view/confidential view/personalized view per industry

(eC) I want a personalized view for my industry (eC)

6. Training Webinars (AS) Confidential (AS) General (AS) Records for user training (AS) I want to be able to receive notifications when classes

are scheduled (AS)

I need an installation video (eC)

7. Meetings/conference schedule & docs VOC - AS I want access to historic user meetings proceedings - AS Register for Meetings AS

8. Point to point Contact UOP - email comms Live chat I want to take a point to point thread and generate to

question in the user forum - AS One clear point of Contact to Facilitate Dialogue - AS Attach a Document for my question - AS Quick Answers / Information on answer status - AS Automated Record Keeping AS

9. Registration/site info I would like to be able to provide feedback on the site

(comments + suggestions) - AS HELP! What/How AS

10. eCommerce Upsell other items View Relevant Products AS View Special Products (ads?) AS Training Solutions AS Upselling T.S. w/ a Products Order eC I want to pay by credit card (easily) eC Lead Time When is it available eC Price? eC Available/Inventory eC How do I add/Cancel an order eC I need to order a replacement part for something I own

eC Where is it from / COO - eC

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11. User forum Private, not specific I want to be notified by email when a new question is posted

on user forum for my technology - AS I want to take a user forum thread and generate a specific

question to UOP (point to point) - AS Archived - AS I want to find most useful responses first - AS I want to be notified when someone answers my questions -

AS Top Rated / Favorites - AS Metrics - My questions/my refinery questions - AS View/Segment by trend/topic/# - AS

12. Order status Order documents Msds Live chat I want data sheet and MSDS for current products - EC What is my order history - EC I need to return some product - EC Feedback on Order Itself - EC Who do I contact when something goes wrong - EC I want shipping & handling info for my products - EC I need to know how to store my product - EC I want to know when my delivery date changes - EC I need a reminder of my upcoming payments - EC I need to know payment status - EC I need to know Credit account status - EC Notify me when my order changes status - EC I want product x - how is it packaged? - EC Door to Door order Status - EC Can I submit my PO through the website - EC (new tool

being implemented. How do we integrate?) How much will shipping cost - EC What inventory is discounted - EC Did you receive my PO - EC

Where can I get a copy of the COA / COO of my order (certificate of analysis) - EC

Pending Orders EC 13. Alerts & advisories

Notices Alert me if something Ive purchased could break (super

sack e.g.) - EC Be able spawn user form +/or point to point about advisory -

AS UOP needs to be able to track who was sent an advisory

and who has received an advisory - AS Severity of Notice - AS Quickly Communicated - AS Appears on Homepage - AS Emailed AS

14. Tools Confidential General knowledge Tools to estimate unit response to change in process

conditions AS Unism model of refinery/process unit - AS

15. Knowledge articles Confidential General knowledge Faqs Migrate Subject Files to K.A. - AS Ability to Filter and Rate (Thumbs up, Thumbs down) Faqs

and KAs - AS Comment on KAs EC

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16. Startup log/maintenance Construction and Commissioning Punchlists w/ Filtering

capability -AS Interactive Punchlist - AS Cross Reference Between Startup and Maintenance and

unit history - AS Turn Around INFO - AS Loading Volumes and Dates - AS Repairs Volumes and Dates - AS Corrosion Volumes and Dates - AS Significant Findings - AS Archive of Loaing Reports and UOP Issued Memos - AS

17. Marketing info Announcements Non-confidential Subscriptions/RSS Recommended Unit Specific Training Curriculum - AS

18. Royalty accounting Royalty Specifics - AS How much am I being charged per bbl, ton, etc? Royalty Payment History Royalty License Expiration Date

19. Connect with other groups Distributors - (eC) Other key contacts (eC) See map of available distributors global/country/city (eC)

20. Partner/Distributor access to Marketing Collateral ISO certs (eC) COA (eC) What inventory is available (eC) Help me improve my distributor website (eC)

21. Order Analysis Analytics

Reporting Suggestive selling

DESIGN STUDIO METHODOLOGY

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DESIGN STUDIO METHODOLOGY

Magnet 360 and UOP spent Day 2 digger deeper into the Portal Discovery phase by utilizing the Design Studio Methodology. This working session contained a comprehensive and exhaustive brainstorming session around the UOP Brand, followed by cataloging content, and finally an iterative sketching session.

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BRAND BRAINSTORM

To gain better insight into the UOP Brand, Magnet 360 led a Brainstorming session, prompting the participants from UOP to express emotions, descriptors, positives, negatives, and experiences centered around the UOP Brand. This allowed all participants to exercise creativity rapidly. Notions and discussions around the UOP Brand will become essential in the User Experience architecture, structure, and visual design portion of the project.

The following pages are a catalog of all brainstorming topics.

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Technical Excellence Blue Red - HON Professional Friendly helpful Competent Des PLaines Training/meetings Cool Culture Global Chemicals Trustworthy Customer Trust Pricey Research Low-Risk Innovative Smart Dedicated Honest Slow Long Thoughtful Challenging Legal Strict (T&C) Rules - guidelines Equipment Above & Beyond Wont have customers bothered

Expend energy Committed Challenged Vast Family Care Kindness Bonding Unit Togetherness Leading Edge Reliable Secretive Customer-oriented Amazing Shocking Loyal Robust Approachable One-stop-shop Close Relationship One-to-One Talking to people

INTERACTIVE Idea Sharing Problem Solving Solutions Complex easy digestable

clean simple impactful collaborative fast answers proven experienced leader satisfied old company, but leading edge seasoned IBM safe great tech dont leave me in the dust communicate not well known emerging portfolio growing unbalanced

ADVANCED TECHNICAL SERVICES SESSION

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broad clientele closed no support (in gas) out-of-touch assume professor/student relationship arrogant bad listeners bias/selective pay attention limited resources segmented relationship based start-up mentality long hours travellers willing passionate creative solutions 24/7 ? immediate decentralized notified need to be mobile sketching conference thought leadership not digestible

not published education gap communication gap drawn out no unified social social media marketing social listening unresponsive

WHY PORTAL? ownership of the online relationship with customer cut admin down

CUSTOMER TOUCH POINTS (TODAY) email phone UOP.com Portal face to face SPOTS OpAware Schedule A CDs through Mail

campaign blasts printed binders - email training classes customer visits - service/sales project meetings newsletter Technology & more - 30% not customers tracking contacts salesforce network folders emails hard copy folders documentum memos central files fire-drill scramble

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eCOMMERCE SESSION

value global confused expertise partner respectful high-quality supplier products single touchpoint journalists/consultative advocates innovators inventors large R&D renewables responsible ethical qualified responsive scalable tangible deliver flexible consistent

not prompt resilient sustainable growing savvy thoughtful conservative risk averse do right by the customer selfish revenue driven rigid scientific invest intelligent risk taking focused dont let customers fail not annoying dont bombard with information respectful distance not communicative introverted

we make gas better think beyond problem integrate breadth of knowledge sales people are knowledgeable inaccessible filtered uninformed frustrated not much there absorbents brochure/msds highly searched obsolete unnecessary daunting

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FUTURE slick bedazaled fast up to date/current engaging easy to navigate/find customized to my login where I am accesible clean knowledgeable exciting colourful dynamic intuitive want it to remember be able to get back to where you are Clear How UOP can help me informative special heard voice - speak my language contact someone easy

immediate contemporary diverse new secure important fresh/refreshed not stagnant relevant evolving suggestive smart accurate resource entertaining dont have to work to gain knowledge different levels of information teasers incentives not a lot of scrolling hierarchy look good on any device/touch fingertips empowering arduous help me now! - button urgent troubleshooting

new opportunities multimedia dimension give customers voice heard/listened/acknowledged customer steering surveys/discussions fluid flexible partners Reputable stubborn cash cow resistant differentiation between UOP and HON allegiance Legacies speaking to generations adaptable open transfer knowledge

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CONTENT CATALOG

Magnet 360 engaged UOP participants in a Content Cataloging exercise. This will be intrigal in creating the Information Architecture and Content Structure. UOP was prompted to walk through every portion of the portal, identify specific content, and the format which it takes. The following pages are the output of the session.

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Other Product/Sites useful links internal and external life safety product thomas russell Callidus fluorine products other HON products

process solutions Safety APC training/simulators

Multiple Languages separate country/language sites automated translation translated documents - foreign language page to access

Project in Process Status - external links? FTP Site (SPOTS) control repository

project documents prior to 2000 - network drives - rights to view/confidential Projectwise by account/process units Schedule A (PDF) Laboratory Methods (PDF) Studies/Revamp reports (PDF)

Standard drawings (time of release/current) (PDF) PIC control system (PDF) customer correspondence (PDF) agreements (guarantee, engineering) (PDF) signed agreements (PDF) EDI (engineer design info) (PDF) BEDQ (basic engineering design) (PDF)

My product - all PDFs except otherwise noted Data reviews catalyst reload history inspection reports load in reports trouble shooting reports Link to P2P comms Catalyst Analysis (PDF or EXCEL) Site Visit Reports Meeting Notes Presentations Site Visits

Sales Tech Services Regular Services

Product Sheets Order Documents Tech Improvements (Upsell)

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User Ability To upload data send pictures templates for them to fill out to upload

account management subscribe/unsubscribe select type of notification personalize views most viewed content contact information UOP contact people

Training what have I taken? (connect) Diagrams training classes for refinery - outside links export compliance - process,forms access simulators Videos Webinars decks - process training

Point to Point Communication upload pictures, spreadsheets direct line of account Search Q&A link to knowledge articles descriptions rich text pages - threaded discussions/history office docs user generated docs Email Salesforce cases

User Forum user uploads email/other alerts subscribe entire group Post categorized

process technology Equipment

Surveys Articles Bulletins Advisories knowledge articles other forums

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Alerts/Advisories Emails text/sms alert banners on home page pdf description/artile/press release receipt/acknowledgement dates/categories/subject technology based

Tools Interactive embedded in wordpress download as excel? web based forms PDF technology - engineering categories vessel sizing initiate design request videos live video chats with service team

Knowledge Articles online articles - web based attachments (pictures and documents0 links to create p2p/forum questions

Order Status MSDS (PDF) - materials safety data sheet most current and initial recent orders/order history COA (certificate of analysi) COO (certificate of origin) Reportive invoice (prinatble) Billing Tracking contact point payment status recommendations/calendar

remind me - acknowledgement - order confirmation document(SAP document) - receipt (email) - submitting a PO - change orders - change delivery date? - ask a question - link to product info - web base training-order - add on activities - returns - documentation around usage of the product (handling)- video/pdf - tell us what you think - rate my order - options for engagement - mobile quick view

Partner/Distributor Access to Marketing Collateral sell sheets value proposition - decks, pdf Brochures Presentations data sheets 1:1 training update own website - digital library (images, collateral, copy, video, thought

leadership) Whats new information Requests expert corner/collaborative

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connect with other groups distributor lists - page, pdf distributor maps - dynamic page, print pdf direct sales channels contact list eCommerce catalog - eBook, printable by customer type pricing by catalog/customer placing order uploading a PO (generating from their own system) web form to create order/pdf form shopping cart sales history - download, dynamic page sample orders Upsell recurring order shipping forms to send in samples (downloadable) instructions on how to ship samples

Royalty Accounting current royalty statement (PDF) submit annual statement online historical annual statements Help personalized online Automated invoice/po/payment

Precious Metal Accounting platinum accounting accounting statements like a bank account leased vs. owned amounts

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SKETCHING SESSION

Magnet 360 engaged UOP in an iterative sketching session. The object being to get out all individual ideas around design and functionality of the future portal. Individual critique was followed by a quick sharing session, and then sketching again. These sketches will become imperative throughout functionality conception, with touch points in Information Architecture, Responsiveness, Functionality, and ultimately wireframe designs. The following pages are the product of the sketching sessions.

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HOMEPAGE

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USER FORUM

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ORDER STATUS

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SUPPLEMENTAL PAGES

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SUMMARY

Magnet 360s findings from the three-day working sessions onsite at UOP, are crucial to the development of the project. All themes, brainstorms, and sketches will provide the framework of User Stories, and aid in the creation of the customer experience.

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