Maximizing UX to meet Different Stakeholder Expectations in a Customized Common Platform -...

An Intranet & Extranet Case StudyFungai Alexander Mapondera

© Landis+Gyr | October 1, 2015 | PUBLIC

Maximizing UX to meet Different Stakeholder Expectations in a Customized Common Platform

@SavileImage

https://ch.linkedin.com/in/mapondera

Fungai Alexander Mapondera | © Landis+Gyr | October 1, 2015 | PUBLIC 2

Who we are?

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Our offering

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Software energy management systems

Communication technologies

Services and trainingsSmart energy meters

Landis+Gyr is…

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Proven success with more than 3,500 utilities of all sizes around the world

Largest installed base- >300m devices installed- >50m multi utility smart meters & 100

AMI systems deployed - >14m meter points under managed

servicesIndustry’s largest R&D resources

- 1,200+ engineers & 10% of revenues

Fungai Alexander Mapondera | © Landis+Gyr | October 1, 2015 | PUBLIC

Facts & Figures BY 2014/15

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Key figuresSales by region

Total sales:1,519 billion

USD

AsiaPacific

51%

15%

34%

Americas(North &South

America)

EMEA(Europe, Middle East, Africa)

2014/15 2013/14

Sales 1,519 mUSD 1,539 mUSD

R&D in % of Sales 9.7% 8.4%

Manufacturing sites 16 16

R&D centers 25 19

Sales offices 73 73

Employees 5,700 5,500

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Dedicated to Customers and to Technology

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HeadquartersR&D CentersManufacturing–Dedicated Assembly Manufacturing–High VolumeSales point presence

Northfields, UK

Montluçon, FRA

Zug, SWI

Nuremberg, GE

Corinth, GR Baddhi, IND

Kolkata, IND

Zhuhai, CHN

Pequot Lakes, MN

Reynosa, MEX

Isando, RSA

Melbourne, AUS

Sydney, AUS

Alpharetta, GA

Jyskä, FIN

Stockport, UK

Noida, INDSan Antonio, TX

Curitiba, BRA

Bloomington, MN

Americas26%

EMEA 32%

Tokyo, JAP

Holte, DK

Lafayette, IN

Raleigh; NC

Fortaleza, BRA

Lenexa, KS

Prag, CZE

Ostrava, CZESevilla, ESP

Asia Pacific42%

1’200 engineers in 25 R&D centers

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Selection of key customers in EMEA

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100k E2E solution

260k mp’s E2E solution forelectricity and district heat

16m electricity and gas meters

1.7m smart meters

630k mp’s and HES solution

210k mp’s E2E solution with 10 years managed services

End-to-end solution with SAP integration & load management

Meters & DCs for Pilot and 28% of first roll-out portion

>800k mp’s with PRIME PLC

160k mp’s end-to-end solution for electricity and district heat

56k mp’s ICG solution with SAP integration

HES solution and Smart Meters with G3 PLC

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History: Constraints of an open source platform

Typical news flow…

Typical engagement news flow…

Typical department portal…

Product portfolio portal…

Typical document sharing…

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Website Baker: The Pains & Joys

The Pains

No possibility for collaborationNo governance structureUnclear ownership Liberal approach to corporate brandingAd-hoc optimization

The Joys

Easy to use - WYSIWYG

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Collaboration: Embracing a new approach

Understand how people work…

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Interviews

Surveys

Brain storming with stakeholders…

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Aspirations…

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Global news platform

Collaboration

Simplified content

managementSocial

Unified look and feel

Easy navigation

Search functionality

Video capabilities

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Developing wire frames…

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Developing wire frames…

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Developing wire frames…

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All stakeholders catered for…?

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Example of a popular page…

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Implementation process…

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• Guides

• Go-Live

• Optimize

• UAT

• Feedback

• Training

• Design

• Build

• Set-up

• Discuss at micro level

• Content audit

Fungai Alexander Mapondera | © Landis+Gyr | October 1, 2015 | PUBLIC

Overcoming challenges…

Educating key stakeholders– Power users (first point of contact)– IT Service desk (when to consider bringing in external support)

Best use cases of SharePoint platforms Clear differentiation of department portals and team spaces

– Accessibility– Look and feel– Content prioritization– Overall governance

User centric approach Easy administration Explore more uses with SharePoint – possibilities are endless

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Regional Intranets today…

Country Intranets today…

Department portals today…

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Collaboration team site today…

Product Portfolio Info today…

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Product documentation today…

• Understand product document processes• Minimize or eliminate human intervention• Retain empowerment on SmarTeam PDM• Educate Product Managers and their Key customers – alleviate

fears• Culture change – mindset and behaviour

• People tend to think what are they being made to give up

Source Image 1: Department of Labor, Bureau of Labor and Statistics. Source Image 2: Age demographics at Tennessee Valley Authority, TVA

Unique Product Portfolio Info users…

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SharePoint Intranet Realized

Time to market

Approximately 15 months

Advantages of introducing the platform to employees

Little or no IT intervention Direct empowerment of power users and ease of contact with end users Increased up take of different depart portals and consumption of content

due to easy to use portals Increase in collaboration spaces set up (at least 50 in one region) Easy to use search functionality – at least 49% use search as an entry point One stop news publishing globally

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Extended journey into SharePoint Extranet – Release 1

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Rolling out the Extranet: Collaboration

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Time to Market Challenges• Multiple time zones• Solution design in one location• Working culture

Fungai Alexander Mapondera | © Landis+Gyr | October 1, 2015 | PUBLIC

Building Release 1: Collaboration

Translating existing relationships and collaboration tendencies happening between employees and external stakeholders

Seamless integration with Intranet and Website Access to core systems i.e. CRM etc. Extranet as a driver of CRM efficient customer, partners and staff

data management Integration with eService platform Processes for team space request and access User support process Defining governance model (who, what, how)

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Insight into Landis+Gyr Extranet…

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Accessible easily via Website & Intranet

User dashboard…

Will be adapted to take into account introduction of Product

Portfolio Information

Collaboration team spaces over view…

Over 40 collaboration team spaces on the Extranet

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Extended journey into SharePoint Extranet – Release 2 (in progress)

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Building Release 2: Extended Collaboration with Product Portfolio

Enhancing work space management Easily introduce new users to team space – reduce steps and

optimize connection to CRM directly Enhanced security of work spaces Overall simplified user management – multiple handling Expose Intranet product portfolio onto Extranet Allow content editors and Product Managers to select which

documents on Intranet should be made available on Extranet (collaboration team spaces and customized ‘My Products’ view)

Product tagging against an account

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Enhancements in collaboration team spaces…

Fungai Alexander Mapondera | © Landis+Gyr | October 1, 2015 | PUBLIC

Enhancements in collaboration team spaces…

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Introducing custom Product Portfolio Info…

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On course to realizing Release 2

Advantages of introducing Extranet to customers

Enhanced relationship between Landis+Gyr and current customer base Integrated e-Service tool helps customers talk to Landis+Gyr more Competitors not providing same level of interaction with customers Professional and secure environment

Positives from an internal stakeholder perspective

Overall easy collaboration with document management No significant IT involvement – self serving solution Retain customers for longer Easy access without need for VPN Comprehensive on-going after sales service

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Key take aways

Fungai Alexander Mapondera | © Landis+Gyr | October 1, 2015 | PUBLIC

Meeting different stake holder expectations

1. Don’t be tool/technology centric – understand what the needs are first

2. Engage with the prospective users of the platform – understand their needs, concerns etc.

3. Empower users to positively contribute – share knowledge

4. Governance is not the ‘be-all and end-all’ – it can’t manage everything –things are changing and so is the way people work

5. Allow for flexibility

6. Be prepared to confront CULTURE

7. Realize as much value as possible from your solution

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Questions

Thank you for your attention

Fungai Alexander Mapondera | © Landis+Gyr | October 1, 2015 | PUBLIC

Fungai Alexander MaponderaDigital Communication Manager

Fungai.Mapondera@landisgyr.comPhone +41 41 935 6402

Landis+Gyr AGwww.landisgyr.com