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PeopleSoft.com Case StudyEnterprise Information Architecture
March 16, 2002
Chiara Fox, PeopleSoftPeter Merholz, Adaptive Path
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What We’ll Talk About
I. Project Overview
II. The Role of the IA In the Enterprise
III. Merging Top-Down and Bottom-Up IA
IV. Content Analysis Methodologies
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I. Project Overview: The Problem
Three separate web properties with different architectures• PeopleSoft.com, Customer Connection, and Alliance Connection
No unified user experience and quality varies• Resources are duplicated (sometimes triplicated)• Hard for users to find things cross-site due to differences in IA• Difficult to share content that is the same across sites
Each site has separate technical backend• Sites published with FutureTense, Lotus Notes, and other relational
databases• Three sites, three search engines, no structured content• Two Internet Systems teams to support the different platforms
Need to plan for implementation of PeopleSoft Portal
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Project Overview: The Team
Consultants – Adaptive Path and Lot21• Indi Young, Janice Fraser, Peter Merholz, Marcus Haid
In-house – Web development team• Chiara Fox, Information Architect• Camille Sobalvarro, Manager Design & Information Architecture• 11 web producers• 10 member migration “posse”• 2 thesaurus developer/IA/indexer consultants• 3 designers + 2 design consultants• 4 usability and metrics specialists• 15 technical developers + 3 CMS consultants
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Project Overview: The Process
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Project Overview: Implementation Tracks
Visual design and site style guide Content migration, including ROT removal Installation and preparation of Interwoven’s TeamSite
(templates, workflow, scripting) Metadata development (schema, vocabularies,
indexing) Training (on using system, creating and using
templates, architecture, indexing) Refining IA at a highly detailed level as content was
migrated
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II. The Role of the IA in the Enterprise
Hub of the entire process Liaison between many teams Migrator training One title, many roles
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Role of the IA: Hub of Process
Only team member with detailed knowledge of all content on all sites
Had vision of how sites should function when complete Understood every aspect of the architecture,
wireframes, blueprint, and other specifications
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Role of the IA: Liaison Between Many Teams
Consultants• Information architecture, CMS implementation, graphic
design
Internet Systems In-house designers Other departments within PeopleSoft, such as product
marketing
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Role of the IA: Migrator Training
Understand new architecture How content fits into wireframes Use of CMS templates “Ask Dr. IA” newsletter
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Role of the IA: One Title, Many Roles
Project manager XML coder Vocabulary editor Content migrator Copyeditor Directory creator CMS system architecture designer
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III. Merging Top-Down and Bottom-Up IA
Two primary approaches to developing the new information architecture
Top-Down• Driven by user research• Develop mental models of audience types• Derive main site organization from this understanding of
approaches to the task
Bottom-Up• Foundation for designing architecture• Building product module pages• Metadata development• Site and product indexes
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Top-Down IA: User Interviews
19 subjects• 6 potential customers, 7 current customers, 6 alliance
partners• Four slices – C-level, Director, Manager, Implementer
Hour-long task analysis interviews, probing how the person was involved in the process of purchasing enterprise-level software
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Create a “mental model” for an audience
Refine Requirements
Find Out What OtherPeople Say
Set TechnologyRequirements Get Proposals
Find Out High-LevelInformation
Find Vendors
Get Input from Peoplewithin Company
Research CorporateNeeds
UnderstandExistingProcess
Determine theROI
Set Requirements
Set FeatureRequirements
Set ReportRequirements
Set DataStorage
Requirements
Set SecurityRequirements
Set IntegrationRequirements
Solicit End-User Input for
Features
Get Buy-Infrom KeyPlayers
Get Buy-Infrom IT
DepartmentFind Vendors
Write Requestsfor Proposals
ReadProposals
Get Input fromOther
Customers
Read VendorMarketingMaterials
DistrustMarketingMaterial
Read ReviewsAttend
Conferences
Explore Web-Based
Solutions
ExploreWirelessSolutions
RefineRequirements
Based onResearch
Research the ProductsResearch the Needs
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For each set of tasks, map the content thatcould be used to support it
Refine Requirements
Find Out What OtherPeople Say
Set TechnologyRequirements Get Proposals
Find Out High-LevelInformation
Find Vendors
Get Input from Peoplewithin Company
Research CorporateNeeds
UnderstandExistingProcess
Determine theROI
Set Requirements
Set FeatureRequirements
Set ReportRequirements
Set DataStorage
Requirements
Set SecurityRequirements
Set IntegrationRequirements
Solicit End-User Input for
Features
Get Buy-Infrom KeyPlayers
Get Buy-Infrom IT
DepartmentFind Vendors
Write Requestsfor Proposals
ReadProposals
Get Input fromOther
Customers
Read VendorMarketingMaterials
DistrustMarketingMaterial
Read ReviewsAttend
Conferences
Explore Web-Based
Solutions
ExploreWirelessSolutions
RefineRequirements
Based onResearch
Research the ProductsResearch the Needs
(Improved)InteractiveDiagram
Super Demo
Product Tour
BusinessSolutions
White PaperDownload
(Improved)Product
Module Page
eBusiness IQTest
Advisor ToolsWizard (future
version)
Partner ProfilesCyber
SeminarsRegistration
CyberSeminars
PackageSolutions
Descriptions
IndustrySolutions
Descriptions
Product LineDescriptions
See HowComponents Relate to
One Another
Customer Listby Product or
Industry
ProductConfigurators
ProductConfigurators
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Prospective Customer Navigation
Home Page
Research theNeeds
ResearchInformation...
Make Decision(decidingfactors)
Implement...
UnderstandWhat PS is
Doing &Decide
Train...
Which still resembles…
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Bottom-Up IA: Forms the Foundation
Closely linked with the content analysis Focused on:
• Understanding and describing the content• Finding the patterns and groupings• Matching content with user needs
Results are leveraged in different ways
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Bottom-Up IA: Building Product Module Pages
Went through the site and pulled together all information related to products• Support• Upgrades• Marketing
Used sticky notes to gather the items into logical groups Logical groups became the tabs on the module pages
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Bottom-up IA: Metadata Development
12 attribute schema developed based upon patterns found and functionality we wanted
10 controlled vocabularies developed of varying complexity
Individual thesauri were developed for the products, services, and subject attributes
Semi-automatic indexing tool used to tag content, as well as manual tagging
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FINANCIALS [Financial Analytics]
FINANCIAL MANAGEMENT [Financial Analytics]Analytic Forecasting {Financial Analytic Forecasting} {Financial Forecasting}Asset Liability Management {Liability Management}Asset Management {Managing Assets}Balanced Scorecard Billing {Bills}Budgeting {Budgets}CFO Portal {Portal for CFO} {Chief Financial Officer Portal} {Portal for Chief Financial Officer}Contracts {Contracting}Deduction Management {Deductions} {Managing Deduction}eBill Payment {e-Bill Payment} {Bill Payment}Expenses Financial Insight [Financial Analytics]General Ledger {G/L}Payables {Accounts Payable} {A/P}Projects Purchasing Receivables {Accounts Receivable} {A/R}
MARKETPAY [MarketPlace]
TREASURY MANAGEMENT
Deal Management {Managing Deals} {Management of Deals}Risk Management {Risk} {Managing Risk} {Management of Risk}
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Bottom-up IA: Site Index & Product Index
Alternative to the primary navigation for getting to content
Indexed just like a back of the book index Product index based upon the product vocabulary Australian Indexers Society award for Web Indexes
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IV. Content Analysis Methodologies
Many methodologies of content analysis were employed Content inventory Unified content map Product matrix Classification scheme analysis
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Content Analysis: Content Inventory
Clicked through thousands of pages across the three properties (8,000 lines in the Excel spreadsheet)
Automated attempts insufficient—manual attention required
Tagged each piece of content with metadata, preparing it for both IA and CMS migration• Content types• Where it lives• Link Ids• Etc.
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Link ID Link Name Link
Subject Type (not summary or keywords) Document Type
1.0.0 about peoplesoft http://www.peoplesoft.com/en/us/aboutpsmarketing info box1.1.0 our offices http://www.peoplesoft.com/en/us/aboutps/offices/index.htmlnav 1.2.0 peoplesoft at a glance http://www.peoplesoft.com/en/us/aboutps/glance/index.htmlnav
1.2.1 corporate backgrounder http://www.peoplesoft.com/en/us/aboutps/glance/corporate_backgrounder.htmlmarketing paragraphs1.2.2 awards http://www.peoplesoft.com/en/us/aboutps/glance/awards.htmlmarketing list w/description1.2.3 corporate history http://www.peoplesoft.com/en/us/aboutps/glance/trkrecord.htmlmarketing list w/description1.2.4 corporate reports http://www.peoplesoft.com/en/us/aboutps/glance/corp_reports/index.htmlnav
1.3.0 community connection http://www.peoplesoft.com/en/us/aboutps/commcon/index.htmlnav 1.3.1 charitable contributions http://www.peoplesoft.com/en/us/aboutps/commcon/charitable_contributions.htmlmarketing paragraphs1.3.2.0 volunteering to make a difference http://www.peoplesoft.com/en/us/aboutps/commcon/volunteering.htmlmarketing paragraphs
1.3.2.1 volunteer request form http://www.peoplesoft.com/en/us/aboutps/culture/commcon/community.htmlmarketing form1.3.3 giving guidelines http://www.peoplesoft.com/en/us/aboutps/commcon/give_guide.htmlmarketing paragraphs1.3.4 proposal process http://www.peoplesoft.com/en/us/aboutps/commcon/proposal_process.htmlmarketing paragraphs1.3.5 computer product contributions http://www.peoplesoft.com/en/us/aboutps/commcon/comp_prod_contributions.htmlmarketing paragraphs
1.4.0 peoplesoft leadership http://www.peoplesoft.com/en/us/aboutps/leadership/index.htmlmarketing paragraphshttp://www.peoplesoft.com/en/us/careers/events/index.html
1.5.0 investor relations http://www.peoplesoft.com/en/us/aboutps/ir/index.htmlfinancial list 1.5.1.0 Events and Presentations http://www.peoplesoft.com/en/us/aboutps/ir/customer_rel_calendar.htmlfinancial list
1.5.1.1 8-Jan-01 http://www.peoplesoft.com/en/us/careers/benefits/index.htmlfinancial presentation1.5.1.2 1-Feb http://www.peoplesoft.com/en/us/presentations/020101wit/wit_soundview_conf_feb_1_2001.htmfinancial presentation1.5.1.3 7-Feb http://www.peoplesoft.com/en/us/presentations/020701bofa/banc_of_america_conference_february_7_2001.htmfinancial presentation1.5.1.4 12-Feb http://www.peoplesoft.com/en/us/presentations/021401cc/goldman_sachs_files/v3_document.htmfinancial presentation1.5.1.5 14-Feb http://www.peoplesoft.com/en/us/presentations/021401rb/rob_stephs_021401_files/v3_document.htmfinancial presentation
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Content Analysis: Unified Content Map
Graphical representation of content on the sites Shows redundancies and gaps in content between the
sites
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Information AboutTechnologies and
IssuesGeneral Product
Information(including
Marketplace andapp hosting)
(Atoms)
General ProductInformation
ProductDescriptions
TechnicalInformation about
the Products
Statements ofDirection
(Foundation)Data Sheets
TechnicalWhite Papers(Foundation)
Product One-Sheets
Product one-sheet
FunctionalityLists perproduct
CustomizedProduct
Descriptions
Information aboutTechnologies and
Issues
White Papers
TechnicalInformation about
the Products
Data Sheets
Customer CaseStudies
Customerprofiles byProduct orIndustry
Customer CaseStudies
CustomerProfiles
Timely Informationabout the Product
Customer Listby Product or
Industry
NewsReleases
FeatureStories
Timely Informationabout the Product
NewsReleases
InternetArchitectureInformation
(Foundation)
PeopleToolsInformation
Statements ofDirection(Product)
TechnicalWhite Papers
(Product)
InternetArchitectureInformation(Product)
ComponentDescriptions
Demos
PeopleSoft.com
Customer Connection
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Content Analysis: Product Matrix
Began as a way to understand how products fit together Illustrates the atom –> molecule –> crystal model Forms the basis of the product hierarchy Now used in other departments to understand how
products are structured
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Content Analysis: Classification Scheme Analysis
Done early in project Compare terms used across the different sites Great for building a case for the project by showing
inconsistencies Used to discover alternate terms for vocabularies
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Official NameMain Products
PageIndustry Solutions
PageCustomers, by
IndustryIndustry User
groups
GovernmentFederal Government
Federal Government
US Federal Government
Public Sector Public Sector Public Sector Public SectorGovernment Public SectorFederal User Network
Financial Services Financial Financial Services Financial Services Financial ServicesFinancial Services (UK)
High TechnologyHigh Technology/ Electronics High Tech
High Technology/ Electronics
DistributionWholesale Distribution
Wholesale Distribution
Wholesale Distribution
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Thank You
Chiara Fox
Information Architect, PeopleSoft
chiara_fox@peoplesoft.com
http://www.chiarafox.com
Peter Merholz
Partner, Adaptive Path
peterme@adaptivepath.com
http://www.peterme.com
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