Weitere Ă€hnliche Inhalte Ăhnlich wie Oracle Fusion Applications: User Assistance (20) Mehr von Ultan O'Broin (9) KĂŒrzlich hochgeladen (20) Oracle Fusion Applications: User Assistance 1. Oracle Fusion Applications: User Assistance
and Support Ecosystem
Ultan Ă Broin Richard Bingham
1
Director, Applications User Experience
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Senior Principal Technical Support
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2. Agenda
âą User assistance and Support ecosystem
â Enterprise ecosystem
â User experience
â User assistance
â Exception management
â Support tools
â Resources
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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 Oracleâs products remains at the
sole discretion of Oracle.
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4. Product Ecosystem
âą Unified product experience: users, apps, scenarios,
opportunities, implementations
Source Rieger, S. (2011).Yibu.com Beyond the Mobile Web
âą 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!
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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 Experience
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6. What Is Oracle Fusion Applications User Assistance?
âą First line of support to
complete a task in your
application:
â Embedded help in the
application flow
â Detailed help pages to
understand your application
tasks
â Messages
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7. What Isnât Oracle Fusion User Assistance?
User Assistance
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8. What Still Isnât Oracle Fusion User Assistance?
Source: Father Ted image copyright Hat Trick Productions
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9. Why User Assistance Matters
âą Improves user experience
âThe new help should enable
âą Reduces support calls much quicker adoption and
push ownership to functional
âą Reduces onboarding costs users and away from ITS.â
Customer, Fall 2009
Fusion Pre-GA Validation Program
âUser assistance can add value
to a product or Web serviceâs
business model by influencing
how deeply users adopt new
features or services.â
Mike Hughes, March 2009
uxmatters.com
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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
Whatâs the employee really asking at go-live?
âHow do I do my job using these new applications?â
âBut all I wanted wasâŠ.â
Source: Sand Hill Group and Neochange: Effective User Adoption #1 Factor for Enterprise Software Success
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11. You Built the Oracle Fusion User Experience
1: Research 2: Analyze 3: Design
Identified the key elements Created designs based on what
Listened to and observed was important for you to do
how 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 solutions
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12. What You Told Us
âą Help must be relevant to what the user is currently doing and must be
immediately accessible.
âą Users want only what they need to complete their tasks: no more, no
less.
âą Users expect a search-driven experience.
âą Format and layout of help topics must be consistent and easy to
understand.
âą Users want to add their own company-specific content.
âą Error messages must integrate with help desk policies.
âą Help is where enterprises start to embrace collaboration features,
such as tagging and communities.
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13. Help Is There When You
Need It
âą Contextual
âą Relevant
âą Concise
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14. Oracle Fusion User Assistance Highlights
âą There When You Need It
â Help in the context of your task
â Help embedded in the application
â Messages designed to enable users to solve
problems themselves
âą Designed for How You Work
â Business-process-focused design
â Embraces collaboration features
â Targeted to let you complete your task quickly
âą Easily Customizable
â Designed for functional user
â Customizing help no longer an IT project
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15. Embedded Help: Helps Users Complete Tasks
In-Field Help Note
Terminology Definition
User Assistance Popup
Static Instruction Text
Bubble Help
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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.
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17. Help Customization
âą Supports any file type.
âą Ratings and tags are
local.
âą Administration of custom
content enabled based
on privilege assigned
to user.
âą Custom content and
Oracle-provided content
are both available in a single user interface (UI).
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18. Demo of Help Customization
Your users, your knowledge, your policies.
In context.
Without an IT project.
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19. Creating New Help: Step 1
Navigate to the location where the
help is to appear and click Manage
Custom Help.
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20. Creating New Help: Step 2
Click Create.
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21. Creating New Help: Step 3
Enter details of the new
help, and click Save and
Close.
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22. Creating New Help: Step 4
Check that the
new help
appears, and
click Done.
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23. Creating New Help: Step 5
View the new
help in the
popup.
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24. Oracle Fusion Exception
Management
Immediate Visibility into Exceptions
Definition: Exception messages concisely describe the causes
of problems and provide you with clear instructions about how
to resolve the issues.
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25. Who Is This Mystery Man?
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26. Thomas Otter
Gartner Analyst
âIf you want to check how seriously a vendor
takes usability, do this simple test. Have a
look at the error messages. Iâm not talking
here about witty 404 errors, but the stuff that
happens when the payroll
currency conversion field is incomplete.â
Otter, T. 2010. Usability doesnât mean UI
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27. Oracle Fusion Starting Point
â Error messages are too cryptic for users to correct their own
mistakes.
â Error messages currently found are so general that we have to try
all means just to identify the solution to a specific problem.
â Error messages are too technical and confusing to end users.
â Application error messages are meaningless to most users. They
rarely even point the way to possible causes.
â Everything is currently very generic and doesn't lead down a good
path to correction. The messages are often so vague, you don't
know if it's caused by a form, a database, or a workflow.
â Troubleshooting is difficult and users just think the system stinks.
Source: Superior Ownership Experience: Oracle E-Business Suite Survey, 2006
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28. Messages: Applications Communication
Error
Warning
Processing
Confirmation
Information
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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.
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30. Messages and Supportability
âą Messages are a form of customer support
Support number shown.
âą Incidents and logs
generated implicitly or
explicitly.
âą Incidents provide help desks Help desk notification.
with system usage details. Implicit incident creation.
âą Logs help diagnose
and troubleshoot.
âą Numbers provide references
for support knowledge bases.
âą âContact Sys Adminâ is no more. Troubleshooting menu log
verbosity options.
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31. Oracle Fusion Embedded
Support
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32. Best Practices Baked In
âą Incident and Problem Anatomy
â What
âą Incident Management
â Where and When
âą Oracle Fusion Applications Diagnostics
â What Else
âą Oracle Fusion Applications Enterprise Manager
â How
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33. Native Supportability
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34. Incident Management: User View
âą Notifications Fired
âą Dashboards Updated
âą New Incident
Baked into the Whole Stack: Oracle Fusion Apps + FMw + RDBMS
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35. Incident Management: Admin View
Product
List
Detail
Actions
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36. Incident Management: Integrated Knowledge
Key
Related Article
~2000 Articles for Oracle Fusion Applications
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37. Orientated by Functional Process
SR Creation
Knowledge
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38. Ecosystem Search Strategy
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39. Conclusion
âą Enterprise ecosystem of user assistance and supportability
â Proven, user-centered design
â Real business requirements
â Integration of user assistance and supportability features
â Baked-in support best practices
â User satisfaction
â Company help desk integration
â Support toolboxes
â Management tools for your enterprise, delivering ROI
âą Unified Oracle Fusion Applications product experience
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40. Oracle Fusion Applications User Assistance
and Support Ecosystem
Embedded
Help
Supportability Contextual
Framework Help
Messages
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41. Resources
âą Oracle Fusion Applications TechDoc Library
â http://download.oracle.com/docs/cd/E15586_01/index.htm
âą Oracle Fusion Applications User Assistance White Paper
â http://www.oracle.com/webfolder/ux/applications/Fusion/whitePapers.html
âą Managing Fusion Applications by Richard Bingham
â http://www.amazon.com/Managing-Oracle-Fusion-Applications-
Press/dp/0071750339
âą Get Involved with the Oracle Usability Advisory Board
â http://www.oracle.com/webfolder/ux/applications/getInvolved/index.html
âą User Assistance Experience Blog
â https://blogs.oracle.com/userassistance/
âą Voice of User Experience for Applications Blog
â https://blogs.oracle.com/VOX/
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Hinweis der Redaktion So then, what do you get when you buy Oracle Fusion Applications? You get a product experience, another ecosystem of technology, user experience, and management tools. Weâre not going to explore everything there, just the user assistance and the supportability framework parts of the ecosystem and how they contribute to the product experience. You can see here that the framework is part of an overall management toolkit based on Oracleâs tools such as OAM and OEM, and you can read about that in Richardâs great book, which also contains best practices for implementers and administrators to follow. Hint: there is a discount too!What we have here isHelp Embedded in the Applications to complete the usersâ taskContextual Help to address more complex problemsMessages to Help Users Solve their own problemsException and Incident Management that deliver reliable performance and experience for users help desk and support personnel, all part of a reliability toolbox. Where more detailed help is needed:You can access more information, such as examples, FAQs, and demos that apply directly to the current task by clicking the Help icon that will then present a Help Popup windowIf you donât see what you need in the Help Popup, you can display a complete set of help for the business activity.If you have the appropriate privileges, you can add help to appear in this Help Popup. You can add any type of file to the help, to support videos, slides, and spreadsheets, as well as text-based documents. You can point to a web document, use a desktop file, or create a document using a rich text editor within Fusion Applications Help.Ratings and tags for custom help are stored locally because these documents are not visible outside your firewall.As part of your security setup, you decide which user roles or users to assign the privilege that enables customization of the help.All of the content is available together in the user interface. Custom content appears at the top of search results and is distinguished by a small custom logo. As well as adding content, you can hide Oracle help content, or copy and edit it, in which case it is handled as custom content.Custom help is preserved when you apply later help patches. You can choose to reactivate hidden Oracle help content at any time.Users are more likely to use a help system that provides access to all of the information they need: site-specific policies and procedures, as well as generic Fusion help. Increased use of help creates users who are better informed of feature benefits and best practices, leading to reduced support calls and improved user adoption. We already discussed that customers have requested the ability to add their own help, and more will do it if itâs not an IT project. Letâs walk through a scenario:Itâs time for year end employee appraisals, and the help desk has had several calls from managers looking for the link to the companyâs Performance Management toolkit, created by the HR department. The help desk administrator role can add documents to the help system. She therefore decides to add the link to the help popup on the Performance Manager Overview page. She opens that page, clicks the help icon, and clicks the Manage Custom Help link. On the Manage Custom Help page, the help desk administrator clicks the Create icon to add a new help document. She enters details of the Performance Management Toolkit, including the link to its location and a brief description, then clicks Save and Close. She verifies that the new help is listed correctly on the Manage Custom Help page and clicks Done. She reopens the help popup and verifies that the Toolkit is now listed there. [Click] She checks that the link opens the Toolkit.Now that managers can access the Toolkit directly from the page, calls to the help desk should be reduced. Show of hands: do you know your system administrator? Personally? How to contact them? Do you even have a system administrator?This guy certainly has job security. But, wouldnât it be better for your organization if his time was spent solving real problems and your users can help themselves more? Or providing the means for users to contact the help desk easily, supplying the information the help desk needs so that they can used Oracle tools or ITIL processes to keep users happy or to even contact Oracle Support? Conducted a customer survey with over 3000 EBS users as we started designing Design. Three of the top ten issues cited with EBS usability focused on messages. Consistent way of organizing methods of getting help and assistance from Oracle.3 communities are coming Federated Search, where you search in each UI and it returns results from both data sources. The âcompleteâ solution.