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© 2015 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
#AdobeSummit @NetcentricEWE
The Gateway to the UBS Intranet - personalised experience with AEM
Lutz Meyer | Project Manager UBS Intranet | | Andreas Nowotny | Project Manager Netcentric
© 2015 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
29-30 April, 2015 | ICC, ExCel, London
© 2015 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Contents
Chapter 1
Chapter 2
Chapter 3
From "information-centric"
to "people-centric"
The implementation
– steps towards success
The new Gateway
& outlook for the future
© 2015 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
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UBS – Worldwide presence
About 60,000 people in more than 50 countries
UBS Wealth
Management
UBS
Switzerland
Americas 35%
Switzerland 36%
Wealth Management
Americas
Europe, Middle East and Africa 17%
Investment
Bank
Global Asset
Management
Corporate
Center
© 2015 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
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Asia Pacific 12%
Company key data Netcentric
Our company in a nutshell
1st
Founded on of July 2012
by marketing technology experts
Profitable since year 1
4 offices across Europe within 12 months,
+ Frankfurt in 2015, 140+ employees
Revenue 4.5 M (2012),
11.5 M (2013), 17.9 M (2014)
Our clients
Netcentric AG
Pfäffikon, Switzerland
Major shareholders and Board of Directors:
Frank Klinkhammer (Chair), Gerhard Gerner, Elian Kool
Netcentric
Deutschland GmbH
Netcentric
Iberica SLU
Netcentric
UK Ltd
Munich, Germany
100% subsidiary
Barcelona, Spain
100% subsidiary
of Netcentric AG
London, UK
100% subsidiary
of Netcentric AG
We work with some of the largest,
most successful corporations in Europe
© 2015 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
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Chapter 1
From "information-centric" to "people-centric"
© 2015 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
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Evolution of the UBS intranet
Leveraging the technology and allowing access to information in a more efficient way
Twitter introduces
micro blogging
Apple introduces
the iPhone
Apple launches the
iPad
3 Million BlackBerry
users
4 distinct intranets
WM US joins
group intranet
Google starts its
own social network
30 Million
BlackBerry users
IPRP intranet (CC, WMSB, WMA),
Personalised homepage
GAP
One million users on
Facebook
IB, Global AM join
Timeline
2005
Nr. of
intranets
4
2006
3
© 2015 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
2007
Consolidation
2009
2010
1
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2011
Optimisation
"Revolution" of user experience design
Users know, appreciate and demand interfaces they like to use
There are interfaces people LIKE to use …
© 2015 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
… and there are interfaces people HAVE to use
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Fragmented landscape of channels
Today, fundamental requirements are only partially covered – resulting in a fragmented
landscape of channels and an incoherent user experience
TRANSACTION
Intranet
Investment & Sales Platform
BBS
INFORMATION
SERVICES
COMMUNICATION
COMMUNICATION
COLLABORATION
UBS Connections
UBS Neo
COLLABORATION
SERVICES & COLLABORATION
© 2015 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Workbenches
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SERVICES
Business case: Detailed Value Tree
Benefits are realised by influencing value levers
COMMUNICATION
BENEFIT PARAMETER
Effectiveness
VALUE LEVER
Improve quality and innovation
SERVICES

BENEFITS
Increase profitability
Retain existing customers and increase advisors with
better market & product information

Increase margins through productivity gains
Increase growth and revenue

Decrease time to create assets
Satisfaction
Increase employee engagement

Improve reputation of company as a great place to work
Color Code
Enhance employee experience
Increase employee productivity
Reduce expenses (non-payroll)
COSTS
Foster innovation and crowd-source idea generation
Color Code
Workforce
Efficiency
Color Code
Platform Efficiency
(Delivery and Run)
Color Code
© 2015 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Decrease time to competency
Reduce operating costs to deliver
Reduce infrastructure costs
ENGAGEMENT
SAMPLE BENEFITS

VALUE
COLLABORATION

Increase employee engagement by enabling them on
the job and enhancing the employee value proposition

Reduce time on rework & re-inventing work documents

Reduce time finding expertise and knowledge

Increase time spent on higher value-added tasks

Reduce time/cost to train and onboard new employees

Reduce time/cost to manage and upgrade skills

Identify and reduce potential inefficiency in operations (e.g. publishing process)

Reduce potential system redundancies and decommissions
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Interviews and benchmark: characteristics of "People & Profile Search"
3.2.2 People & Profile Search
Fixed mandatory
Description



Findings
Social Search
Internal address/telephone directory
and external phone book
Find experts: functionality to identify
skills within the organisation


Use Case


New employee Gateway provides users with a
sophisticated people and profile search. They’re able to
look people up directly by first/last name but also to
search for specific skills.
Chances
Efficiency
Risks

Relevance and gap by target group
WhoIsWho/Search by last name, first name and key
words, possibly dependency on target corporate search
(4.1.2)
Basic data are available in WhoIsWho requesting the
data from BankUnit/HRi  connection to database
required
No existing mapping between people and
dedicated skills: must be done by employees
People results can be enhanced with an (optional)
profile picture and other external information (to be
further assessed from a legal perspective)
Effectiveness
High
Medium
Low
Average Ratings
1
Indicative benchmark
© 2015 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
High
4
5
WM
&SB
5
4
3
2
50
75
1
Psyma Rating
92
0
Relevance




25
AM
HR
No significant risks identified
To be clarified: which information may be integrated
in search results  employee data must be protected
Medium
3
IB
Organisational Risk
Low
2
Impact
Social Risk
Legal Risk
WMA
IT
Description of Risk and Mitigation
No significant risks identified
Satisfaction
Comm
Current Coverage
Gap Rating
Relevance Rating
Psyma Rating
Basic data available in existing databases
Interface to BankUnit/HRi to be built to retrieve basic
data
Depending on solution, interface existing
databases to corporate search solution
Involvement of employees for skill-based
search is required
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100
Personas: Paul Stark, 36 – Client Advisor
"I would like to have one window that keeps me constantly up-todate."
Paul is a Bachelor of Business Administration with a major in
economics. He has a very structured mind and likes to do a wide
variety of sports in his free time. He calls himself an information junkie.
He has worked at different locations for different banks and mainly
speaks English with his team, who are responsible for a dedicated
geographical region.
As a client advisor he builds strong personal relationships with his
wealthy clients, helping them reaching their financial goals.
Paul is highly dependent on all kinds of different global and regional
financial news. Basically, he starts every day by revisiting the same
sources, in order to be well-prepared for the day before the markets
open. Although he depends on a wide range of financial news, he is not
particularly dependent on the intranet itself. He mainly uses the
intranet for internal news and to launch the client advisor workbench
where he spends the whole day.
Client Advisor
WM&SB (Zurich)
He communicates and collaborates regularly with his regional
teammates, usually ad hoc, but doesn’t seek or even see any potential
solutions beyond the telephone, Outlook and personal meetings for his
communication needs. However, he wishes that the intranet would
keep him well-informed about his region and his team.
Project Manager
CC (Zurich)
Comms Specialist
CC (Hong Kong)
Business Analyst
IT CC (Weehawken)
Financial Advisor
WMA (New York)
Project Manager
IB (London)
He meets up with his clients in person on a few days in the month.
When travelling abroad, he isn't allowed to take his Blackberry or his
notebook with him because of legal policies so he isn't able to access
the intranet on the go. Instead, he usually takes his personal iPhone
and iPad with him so that he can access the news and book hotels.
Office Manager
Global AM
(Sao Paulo)
© 2015 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Location
Zürich, Switzerland
Function
Client Advisor
Division
Wealth Management & Swiss Bank
Level
Director
Characteristics
1
2
3
4
X
Length of time with UBS
X
Technology savvy
X
Intranet usage intensity
Affinity
1
2
3
4
5
X
Looking for financial information
X
Looking for internal information
Looking for communication
X
Looking for collaboration
X
Looking for networking
X
Most used intranet tools
Client Advisor
Workbench
5
Quicklinks
Legend
1 Minimal/not at all
2 Below average
3 Average
4 Above average
5 Frequently/Expert/UBS senior
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Corporate News
Online research: Communication – Online newspaper analysis
External news sites offer an identical set of functionalities that will also be available on the UBS Gateway to cover communication requirements
Magazine/Component
Der Spiegel
Short Description



NZZ
Clearly positions its
top articles at the
top of the page
Main story is high-lighted
very clearly
at the top
Content is structured
in defined resorts (politics,
etc.)



FT (UK)
Top stories at the top
of the page
Layout is more
"newspaper" style
and articles are small
Content is structured
by resort


Wall Street Journal
Top stories at the very top
Afterwards there is no clear
structure by resort but
rather an overview page the
user can use to navigate to
other topics



Limited amount
of top stories
Topics are organised
by resorts but also use
multimedia formats
like video and picture
Stock Exchange
news is at the top
The Economist


Spotlight box to show up
to 4 top stories
at the very top of the page
Other news is underneath
but does not have a
structure
New Gateway

All online news
components are
available
Spotlights

(very prominent)
-

(not prominent)


(changing)

News alert






Video




Multimedia Box

Top Articles






Stocks




-

Comments






 Available
Components available for new Gateway – Communication
© 2015 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
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Summary of findings
The Gateway should be the primary access point for all employees to corporate information,
business news/tools and collaboration services
1. COMMUNICATION
3. COLLABORATION
One Gateway for all employees allows them to communicate
messages and values consistently, efficiently and effectively.
The Gateway shall evolve to a people-centric network,
blending corporate content with collaboration functionalities.
New
Gateway
requirements
The intranet provides functionalities that increase employee productivity
by supporting daily business activities.
Provide an engaging and compelling user experience
through modern and attractive visual design, intelligent
search and access "anytime and anywhere".
2. SERVICES
4. ENGAGEMENT
© 2015 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
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The new Gateway will combine information and collaboration
Maturity model of collaborative networks
UBS
with new
employee
Gateway
Basic Enterprise Social Collaboration
1
Social networking
Information -centric

Info & Knowledge Mgmt.


TOOLS
2 People-centric

Publishing finished products
for the enterprise intranet
Sharing works-in-progress
with team-mates

Sharing statuses
Discussing issues
Discovering and building
relationships
Info. & Knowledge Mgmt.
Fully Networked Enterprise
Process-Oriented
Social Collaboration
3 Process-centric
Workflow Engines,
CRM process mgmt.


Executing structured distributed
processes
Managing structured hand-offs
and approvals

Executing loosely-structured,
distributed activities
Managing unstructured
hand-offs, reviews
Workflow Engines etc.
Social networking
Social networking
Info. & Knowledge Mgmt.
Info. & Knowledge Mgmt.
Confluence
© 2015 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Spontaneous social
collaborative activity

Jive
SharePoint
4 Activity-centric
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SAMPLE USE CASE
MATURITY LEVEL
Original UBS
Intranet
Gateway functionalities
A rich library of Gateway widgets is provided in order to support corporate and users’ individual preferences
1. COMMUNICATION
3. COLLABORATION
INTERNAL
 Spotlight
 News
 Strategy
 Culture
 News alert
 Business news
 Corporate multimedia
 Microsites
PRODUCTIVITY TOOLS
 Phonebook
 My SharePoints
 Impact
 Quotes
 My UBS Apps
 Related stories
 Most viewed stories
EXTERNAL
 Media Intelligence
 Today's market
 External feeds
ADMIN SUPPORT
Link access is only
provided to self-services
2. SERVICES
© 2015 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
EMPLOYEE
SATISFACTION
 Employee benefits
 Polls and quizzes
 Pinboard/Shop
 Recognition
& other tools
INTEGRATE
Employee
Gateway
TEAM COLLABORATION
 Connections stream
 Video gallery
 Unified communication
 Joint document editing
 Collaboration activity stream
 Project/Team sites/Docweb
 Social bookmarking
DATA & ACCESS
 Enterprise search
 Language support
 Multichannel devices
 Content browser
 Open API
 Analytics
PEOPLE NETWORK
 Enhanced employee profiles
 People & profile search
 Community of practice
 Organisation browser
 Presence information
PERSONALISE
 Personalisation
cockpit
4. ENGAGEMENT
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CUSTOMISE
 Quicklinks
 Customised
Gateway
 Subscription
services
Chapter 2
The implementation – steps towards success
© 2015 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
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Intranet Gateway – the design concept
The Gateway Concept: prioritisation of important corporate news and customisation by the user
Some aspects …
3
2
1
1
2
3
Widget concept
for content
Personalisation
& customisation
Additional space
for information in a
persistent 4th column
Completely new design
including background
themes that can be
personalised
Original Design
© 2015 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
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Decision for Adobe AEM
UBS.com running on AEM 5.6 is a blueprint for the UBS intranet
1
2
3
Continuation of
a proven system
Two platforms,
one system
Banking on
sustainability
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The challenges
High degree of
Gateway
Customisable
Integration
of 3rd Party Content
personalisation
for news
Layout &
Content
© 2015 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Personalisation
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Different personalisation profiles
GW Page Grid, Background Theme & Header
News personalisation




GW Page grid
Background Theme
News Alert
Spotlight




Strategy & Execution
People & Culture
Banner
Quicklinks
News Alert
Widget Grid
Widget Grid
4th Column
Impact personalisation (external)

Banner
ISP Widget
MIC personalisation

Spotlight
MIC Widget
Strategy & Execution
Quicklinks
People
& Culture
MIC Widget
ISP Widget
No personalisation

Quotes Widget
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Quotes Widget
News Wizard for publishers
Keeping focused
All relevant pieces of meta
informationen within one input mask
No wondering where to store the news
Creation of the actual content via the
normal AEM content creation process
© 2015 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
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Personalisation of news articles
Very detailed personalisation
Selection of individual OUs
Can be combined with locations
Selection of widgets
Gateway personalisation profiles
Common combinations can be saved
Easy access of typical settings
© 2015 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
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The User Profile
Your own profile at a glance
Displaying the most important user data
Changing the profile
Additional news sources
Change impact profile
Change MIC profile
Reset Gateway customisations
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Chapter 3
The new Gateway & outlook for the future
© 2015 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
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The new Employee Gateway
Important news at a glance
Relevant news for all employees
Quick access to target sprcific information
The Gateway as the entry point to the UBS Intranet
Personal preferences
Customised news and views
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The new Employee Gateway
Acceptance of the Gateway ...
Positive reactions from stakeholders
And also from the real target group,
the employees (internal & external)
Approx. 10% of all users change the Gateway
... also from the publishers
News Wizard helps to create news articles quickly
Personalisation profiles ease
the personalisation creation
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New Features of the Gateway
Social Features: Commenting & Liking
Jive as the UBS Social Collaboration solution
Integration with the intranet
Comments are called up from Jive
directly by the AEM frontend
Saving of comments and likes in Jive
© 2015 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
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The Future of the Gateway
Further integration with Adobe Market Cloud
Planned new features
Current project – Adobe Campaign
Mobile (with responsive design)
Already in use – Adobe Analytics
 Currently only for stakeholders
 Planned: "Most Read" Widget using Analytics Data
Deeper integration of video
Personal news widget
Process oriented widgets ("MyTasks")
Further widgets to boost efficiency e.g. "Room Finder"
Integration of dedicated applications
for certain target groups
© 2015 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
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