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Wells Fargo CCG’s Work-Centric Knowledge Portal

Wells Fargo CCG’s Work-Centric Knowledge Portal. Jonathan Bank, August 7, 2007. Agenda. Overview of Wells Fargo Summary of the Wells Fargo ECM Initiative CCG Knowledge Management Portal Overview Technical Solution Overview Knowledge Management Portal Focus Areas Usability Content Design

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Wells Fargo CCG’s Work-Centric Knowledge Portal

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  1. Wells Fargo CCG’s Work-Centric Knowledge Portal Jonathan Bank, August 7, 2007

  2. Agenda • Overview of Wells Fargo • Summary of the Wells Fargo ECM Initiative • CCG Knowledge Management Portal Overview • Technical Solution Overview • Knowledge Management Portal Focus Areas • Usability • Content Design • User Profile Extensions • Content Targeting • Workflow • Search • Lessons Learned • Future Direction Page 2

  3. Wells Fargo Company Overview • Wells Fargo & Company is a diversified financial services company with $500 billion in assets, providing banking, insurance, investments, mortgage and consumer finance to more than 23 million customers from more than 6,200 stores, the internet (wellsfargo.com) and other distribution channels across North America and elsewhere internationally • Wells Fargo Bank, N.A. is the highest credit-rated bank in the U.S., receiving an “Aaa” by Moody’s Investors Service – its top credit rating – and “AA+” by Standard & Poor’s Ratings Services • Wells Fargo Consumer Credit Group (CCG) is one of America's largest and fastest-growing providers of home equity and personal credit, serving more than 2.9 million customer households, and headquartered in San Francisco with a combined portfolio of nearly $82 billion • CCG Provides a variety of loan and line of credit options for homeowners and qualified borrowers distributed through sales channels, is Number One in personal credit market share within the Wells Fargo banking states, and is the 2nd largest provider of direct auto loans, excluding captive finance companies • Wells Fargo has 160,000+ team members, 6,000 of which are employed by CCG Page 3

  4. CCG Intranet Knowledge Portal (1 of 2) • CCG’s initiative, the Intranet Knowledge Portal aimed to: • Build a Customer Care Portal to improve live customer interactions • Consolidate all policies, procedures, and job aids into a common managed content repository • The Initiative’s focus was placed on: • User Experience • Work-centric approach defining “real life” scenarios • Linking of associated information for improved efficiencies • Enhanced Search capabilities • Content Targeting • Users would be provided with functionality and information that is pertinent in context of their job role and location • Content Management functionality • “Chunking” of existing content to fit new paradigm • Advanced CM functionality: scheduled publishing and expiration, content archiving, branched workflow, content preview Page 4

  5. CCG Intranet Knowledge Portal (2 of 2) • CCG’s needs were analyzed and were easily met by the Vignette product suite as follows: Page 5

  6. Usability – End User Focus areas: • Consistent look and feel • CSS and JSP templates • Search • Global • Channel specific • Site map • Channel based navigation • Top level • Scenario based sub-channels • Reference • A-Z list view (relevant to navigation item) • Recently changed Page 6

  7. Usability – Content Author Focus areas: • Content entry • Removed toolbar buttons • Custom style sheet • Writing for the web • Content chunking • Style guidelines • Training for authors Page 7

  8. Content Design (1 of 2) Focus areas: • Content Authoring – Chunking • Sections • Sub-sections • Related Items • Content Types (key) • Procedure • News Item • Staff Notice • Telephone Address • Common Metadata • Title • Author • Enterprise • Keywords • Expiration Date • Review Date • Publish Date • Security Level • Job Function (opt.) • Job Role (opt.) • Location Country (opt.) • Location State (opt.) • Search Override (opt.) Page 8

  9. Content Design (2 of 2) • Common metadata in combination with a number of customizations supports the following attributes & functionality: • Author supports ownership of content rather than misleading use of Last Modified By. • Enterprise, defining the business unit, supports the segregation of content into different search categories e.g. search across all content created a particular business unit. • Security Level is a classification of content e.g. publicly available, restricted access; which supports the segregation of content into different search categories on their security classification. • Publish Date / Expiration Date / Review Date supports scheduled publishing, scheduled un-publishing and review notifications. • Job Function / Job Role / Location Country / Location State are user profile attributes that support content targeting. • Search Override supports the ability exclude certain content from search collection e.g. secure/critical content that must not be retrievable via search. Page 9

  10. Content Targeting (1 of 3) Focus areas: • User Profile Extension • Attributes added to support content meta-data • Supported extension point in VAP user management • VAP Administration Console • Admin component plug-in to support administration of these attributes • Login Page • Modified to support the collection of these profile attributes on initial login by end user • Account Profile page to update attributes at a later date Page 10

  11. Content Targeting (2 of 3) • Targeting supported via a combination of: • Common metadata, specifically targeting: • Job Function • Job Role • Location Country • Location State • Extension of user profile in VAP • DPM queries match content against user profile attributes • Retrieve Procedure content instances where “Procedure.Job Role” is equal to “User Profile.Job Role” • Targeting metadata indexed in search collections, supporting the ability to filter search results based on user profile attributes of the end user executing the search Page 11

  12. Content Targeting (3 of 3) Page 12

  13. Lessons Learned • Focus on usability and how content can be most easily accessed • Don’t underestimate the learning curve for content authors new to writing for the web • Give authors the training and tools to properly write for the web • Initial security model proved difficult to administer and maintain and was a roadblock in the authoring process • Shared infrastructure proved challenging • Need to balance the benefits of centralized management and support with the needs of the business and technology teams • Impacts of customizations across all groups need to be considered • Deployment / release schedules must be tightly managed • A solid integration environment is a must • The Governance model must be in place with business buy-in • Technology oversight is a must • Business buy-in with a vision and a deep understanding of the challenges are key ingredients to success Page 13

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