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Das Internet wie wir es heute kennen, besteht seit mehr als 20 Jahren. Besonders in den letzten Jahren hat es sich nicht nur stark weiterentwickelt sondern auch stark verändert. Während der ursprüngliche Schwerpunkt auf Features und Funktionalität lag, liegt er heute in der Optimierung des User Experience. In einem komplexen Kontext von Content, Commerce und Community, müssen diese Experiences auch auf allen möglichen Geräten und über viele verschiedene Kanäle gleichwertig laufen können. In diesem Webinar (Teil 2) wird Dr. Erik Evrard anhand von signifikanten Praxisbeispielen erläutern, wie sich der Schwerpunkt von Features zu Experiences verschoben hat. Des weiteren wird er zeigen wie und warum Drupal ein wichtiger Baustein in der Implementierung einer modernen digitalen Strategie ist. Die komplementäre Verknüpfung zwischen einer großen Digitalen Agency wie ONE Agency / AUSY Group und Acquia ist hierbei entscheidend und wird ebenfalls anhand einiger Praxisbeispiele illustriert werden.
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25 Februar 2014
Drupal als Beschleuniger einer digitalen Strategie
Dr. Erik Evrard
Part of AUSY Group
WHO?
Dr. Erik Evrard, [email protected] Physics, building the web since MosaicDrupal since 4.7
Digital Agency with Brains since 2006Approx. 80 people by end 2013, part of AUSY, a 4,500 staff public company in 11 countriesTwitter: @oneagencywww.one-agency.bePart of AUSY Group
“ONE Agency realises digital strategies by using
the most suitable technology/technologies
for demanding customers”Part of AUSY Group
DIGITAL STRATEGY?
1994
Floors - Industrial Florists Florists - Supplies Flowers & Plants Flying Schools
A C
The Yellow Pages
B D E F G
F
1. Braeckman
23 Results
Frederik Burvenichstraat 178, 9050 Gentbrugge (Gent) (09) 245.11.22
2. MaenhoutNederkouter 44, 9000 Gent (09) 235.22.11
3. MarleentjeKortrijksesteenweg 224, 9000 Gent (09) 275.11.55
MY FIRST DYNAMIC SITE
Search
Yellow Pages in 30 countries
THE BOARD OF THE YELLOW PAGES DECLINED
THEY FEARED CANNIBALISATION OF THEIR NEW FLAGSHIP PRODUCT
WOULD BE SOLD FOR 10 EUROS
Part of AUSY Group
THE BOARD OF THE YELLOW PAGES DECLINED
THEY FEARED CANNIBALISATION OF THEIR NEW FLAGSHIP PRODUCT
WOULD BE SOLD FOR 10 EUROS
Part of AUSY Group
2014
FEATURES VS.
EXPERIENCE
A FEATURE SET ≠
GOOD DIGITAL STRATEGY
FEATURES ARE A COMMODITY
IF THEY EXPERIENCE IS BAD, THEY ARE NO GOOD
HOW TO RUIN THE EXPERIENCE?
Small, daily frustrations will accumulate
Microwave user interface: bad user experience
This will confuse anyone
>90% users never change a thermostat
2014: Google purchases Nest for 3.2B$
INCOMPREHENSIBLE ERROR MESSAGES
… RESULT IN A TERRIBLE USER EXPERIENCE
“WHY”
WHEN ADDING FEATURES, PRODUCT DESIGNERS
SHOULD ASK:
WOULD THE USER NEED THIS?
BETTER: THINK OF AN INTEGRATED
A-Z USER EXPERIENCE
AN EXCELLENT ONLINE USER EXPERIENCE WHEN ORDERING A NEW FRIDGE
CONTENT RELEVANCE
CONTENT RELEVANCE
???
I did this search from Hamburg
Zielflughafen
CONTEXTUAL AWARENESS
ENDLESS POSSIBILITIES: Date, Time, Location (Currency, Language, Payment Methods), Weather, School Holidays, …
TELL PEOPLE ABOUT THIS WHEN THEY BOOK A SKIING HOLIDAY
BEING ABLE TO PREDICT TASTE IS GOLD
EXTENSIVE PROFILING
TOLERANCE FOR CLUTTER
TO MEASURE IS TO KNOW
Two personal banking sites
Heat map
Order of Fixation
WHAT IS THE WEB?
THIS IS NOT THE WEB
THIS IS THE WEB
THIS IS WILL BE THE WEB
DON’T FORGET LARGE SCREENS
ST. PETERS SQUARE – ROME
Predicting is very difficult – especially about the future
Niels Bohr – Danish physicist (1885–1962)
FUTURE-PROOF
FUTURE-FRIENDLY
RESPONSIVE DESIGN ADAPTIVE DESIGN
!
MOBILE FIRST CONTENT FIRST
…
SIZE DETECTION
CAPABILITY DETECTIONPROGRESSIVE ENHANCEMENT
RESPONSIVE DESIGN
RESPONSIVE ICONS
SENSORS IN MOBILE DEVICES: ENABLING NEW USER EXPERIENCES
WATCHING TV ANNO 2013
SWITCHING MEDIA
COMMUNITY
PEOPLE TRUST THEIR PEERS MOST
PEOPLE LIKE TO SHARE
PEOPLE LIKE TO HELP
FROM BROADCASTING TO SOCIAL
CONTENT BUT VALUABLE & RELEVANT (CONCEPT & CONTEXT)
COMMUNITY (COLLABORATION, CONTAGIOUS & CONNECTIONS)
C
C
C COMMERCE (CONVERSION)
C’S
DRUPAL IS VERY SUITABLE
OUTSTANDING CONTENT POSSIBILITIESEXCELLENT SOCIAL FEATURES
POWERFUL COMMERCE
SEO
CRM
1
2
3
4
5
6
7
8
ANALYTICS
MOBILE
SOCIAL
E-COMMERCE
PERSONALISATION
9 MARKETING AUTOMATION
PERSONALISED WEB
EXTERNAL TOOLS +
INTEGRATIONS
Djun Kim / cielosystems.com – DrupalCon SF 2010
x 125Number of source code lines in D1: 4,000Number of source code lines in D8: 500,000
in 13 years’ time
DRUPAL EVOLUTION
“It is not the strongest species that survive, nor the most intelligent, but the ones most responsive to change”
INNOVATION: ACQUIA LIFT
Providing the tools to better user experiences
INNOVATION: ACQUIA LIFT
Providing the tools to better user experiences
DRUPAL 8
A NEW, MAJOR STEP IN THE EVOLUTION OF DRUPAL
WHY DO OUR CLIENTS CHOSE
DRUPAL?
MANY INTRINSIC QUALITIES
+
HUGE COMMUNITY – VERY FAST INNOVATION DRUPAL ASSOCIATION
COMPANIES LIKE ACQUIA SUPPORTING DRUPAL
MANY INTRINSIC QUALITIES +
NO EXPENSIVE LICENCE
MORE MONEY TO SPEND ON STRATEGY, CONTENT, DEVELOPMENT, …
AGILE
INCREASING PROJECT KNOWLEDGE
LEARNING CURVE
LEARNING CURVE
“A user should be able to upload a picture of his cat”
TELL (SHORT) STORIES
CASES
ITV
ONE CORPORATE SITE, 15 CHANNEL SITES, MANY PROGRAMME SITES
1
2
3
4
5
COMMON EDITING EXPERIENCE REQUIRED
EFFICIENT CONTENT SHARING
BETTER GOVERNANCE
ITV IS THE UK’S LARGEST COMMERCIAL BROADCASTER
CHALLENGES
AEGIR
MULTISITE
OG
/ Domain XS
Modules Config Features
Mobistar Platform
Mobistar Platform
Modules Config Features
1
2
3
MULTIPLE SITES WITH DRUPAL
INTEGRATIONS WITH VIDEO STREAMING, EPG, DIGITAL ASSET MANAGEMENT
1
2
3
4
COLLABORATIVE CMS ENGINE
SOCIAL PUBLISHING SYSTEM
DRUPAL MULTISITE SOLUTION
SOLUTION
5 TIGHTLY INTEGRATED SEARCH WITH EXTENSIVE FEATURES
SBS
REBRANDING OF TWO CHANNELS “VIER” (4) & “VIJF” (5) WITHIN 2 MONTHS – HARD DEADLINE
1
2
3
4
5
NEW DIGITAL STRATEGY, INFORMATION ARCHITECTURE, GRAPHICAL DESIGN + NEW DEVELOPMENT
MUCH BETTER TV LISTINGS, PROGRAMME GUIDES & OTHER RICH MEDIA
LOTS OF STREAMING VIDEO
SBS BELGIUM IS THE SECOND COMMERCIAL TV CHANNEL
CHALLENGES
6 MOBILE SUPPORT HAD TO BE ADDED AFTERWARDS
INTEGRATIONS WITH EPG, STREAMING VIDEO, …
1
2
3 RESPONSIVE DESIGN ADDED LATER
NEW CUSTOM DRUPAL 7 WEBSITES (DEADLINES MET)
SOLUTION
MOBISTAR (ORANGE)
FULLY OWNED BY ORANGE (FRANCE TELECOM)
1
2
3
4
5
MANY WEBSITES – DIFFERENT CMS SOLUTIONS
BAD GOVERNANCE – COST OF CHANGE/YR 50% OF CAPEX!
MANY MISSED BUSINESS OPPORTUNITIES DUE TO SITUATION
MOBISTAR IS THE #2 MOBILE OPERATOR IN BELGIUM
CHALLENGES
O1 Avoiding that the Prime Candidate websites are silos and encourage an advanced level of integration, i.e. a “transversal” system with the “best of breed” solutions. Possibly less vendors to manage.
O2 An open architecture with open standards. Ensure that there is never any vendor lock-in and excellent integration with existing and future third party systems of Mobistar.
O3 Easier operational management, e.g. easier content editing and better reporting without the involvement of technically skilled staff.
O4Ensuring a “master data” approach, i.e. avoiding multiple and possibly conflicting sources of similar data and related business rules. Content data that is managed elsewhere than in a WCMS shall only displayed at the website level without duplication. Content data that is managed at the website level shall only be stored and managed in one WCMS repository, ensuring maximum content reusability.
O5 There shall be a high level of consistency in which data is displayed and how it is displayed, both externally (on the pubic websites) and internally (by call centre staff and company collaterals or internal systems).
O6 The new architecture shall support business efficiency, i.e. reducing time at Mobistar stores and the Mobistar call centre, so that sales and helpdesk staff can focus on more complex situations and up-selling.
O7As market segmentation and different audience types are important to Mobistar, the architecture shall take this into account in order to maximalise the user experience and provides the highest possible efficiency for every market segment and type of audience that Mobistar wishes to address. The architecture shall be adaptable in this respect and shall be able to handle future changes of the marketing segmentation and types of audience.
O8 Personalisation technology shall become an important new element in the new web architecture.
O9 Despite a personalised and therefore more efficient web experience, users should also be able to learn and discover other Mobistar features and offers, so the new architecture must stimulate this, too.
O10 Social media shall mainly be used for publishing content and discovery, only as a source of content from “champions” and similar.
O11 Search Engine Optimization shall become more important in the new web architecture, as the current websites receive too little traffic through user search.
O12 Mobile shall become the driver of the new web architecture.
NUMEROUS OBJECTIVES
PHASED DEPLOYMENT OF MULTIPLE DRUPAL SITES, MOBISTAR DISTRIBUTION
1
2
3
4
LARGE SCALE DRUPAL / CONTENT REPOSITORY
EXTENSIVE BACKEND INTEGRATIONS
WORKSHOPS & CONSULTANCY – RECOMMENDATIONS ON NEW DRUPAL ARCHITECTURE
SOLUTION
5 SITES: CUSTOMER ZONE, E-SHOP, (B2B), B2C, (KNOWLEDGE BASE), (SERVICE DESK), (INTRANET), (CAMPAIGN WEBSITES)
KNAUF INSULTATION
INHERITED DECREPIT MULTISITE SOLUTION, TOO MUCH SUPPORT NEEDED, TOO MANY TECHNICAL ISSUES
1
2
3
4
5
SCATTERED APPROACH – SITES DIFFICULT TO MAINTAIN, ADAPT
SOME SITES WILL REMAIN TO STAY QUITE INDEPENDENT
AUTOMATIC CONTENT SYNDICATION OF PRODUCTS
KNAUF INSULATION CENTRALISES ALL INT’L MARKETING
CHALLENGES
RAPID DEPLOYMENT OF NEW FEATURES (E.G. COOKIE LAW), MORE LANGUAGES, STORE LOCATOR
1
2
3 CENTRAL CONTENT FEEDS (PRODUCT DATA, IMAGES)
STANDARDISED KNAUF DISTRIBUTION
SOLUTION
4 CENTRALISED EUROPEAN HELP DESK
DANONE
CONTENT FROM PRODUCT DATABASE
1
2
3
4
5
STRONG GOVERNMENT REGULATION
ONE CORPORATE SITE – INDIVIDUAL PRODUCT SITES
AUTOMATIC CONTENT SYNDICATION OF PRODUCTS
MULTILINGUAL
CHALLENGES
CONTENT TYPE STANDARDISATION
1
2
3
4
CENTRAL CONTENT FEEDS (PRODUCT DATA, IMAGES)
SOME LOCAL CONTENT – SOME CENTRAL CONTENT (MASTER)
INDIVIDUAL DRUPAL SITES
SOLUTION