I started to reply to DoubleDubs’ post: Melting Pot or Salad Bowl part 2 but I got so verbose I figured I better put it down here. Go read his originals, then come back.

I have a dozen or more vendor products in the mix, each with their unique UIs and generally poor ability to integrate via any method, not the least being a services architecture. I love the food analogy, but I tend to characterize what I want as being like Amazon. It’s a sure bet that they use content management, media distribution, shopping cards, credit clearance, inventory, their famous recommendation engines, user profiles…you get the idea. Yet at the UI layer it’s a single, seamless product. It had better be, because if they can’t get me to that last click they don’t get revenue. We don’t share that imperative, but we should. Then I wouldn’t need to take 2 hours of training before I can use the darn thing. Granted, we are more familiar with the shopping domain than with the employee transfer domain.

So do we need specialized interfaces? They are a Good Thing in may cases. You wouldn’t want to use Photoshop or a Playstation with a mouse or keyboard. I support specialization and at the same time reject the idea that a specialized interface has to look unique.

We have almost 40 internally developed point solutions. A few of them are big-ticket global apps and many others are specialty items for a particular line of business’ unique needs. We just finished developing a set of interface and design standards for all of them. We developed a framework and then the UX team went through a ‘skinning’ exercise to ensure that we could apply the standards regardless of the interface we were dealing with.

This is not a melting pot. It’s more of a family resemblance. And it’s an important step towards aligning ourselves to the state when we stop being application-centric. Right now I have business managers, analysts and developers who live in their own silos. They know the rest of us are out there but it’s not their problem, they know their function and that’s what matters to them. By introducing the notion that they don’t get to design their UI independently, we begin to get them to look around and notice that we look alike. It’s an appetizer, meant to pique their hunger for the next course while delivering some real value for the consumer.

I want to get us completely away from application-centric thinking, but honestly nothing can support what I want to build yet. The vendors have to catch up to SOA and so do we with our internal apps. I know this is true because we are using services and SOAP for some of our integration functions. It’s still immature, and I fear that that our vendors worries disintermediation results in partial solutions for a while to come and a lot of custom work on our part. In the meantime, I hope we’re making it easier by going to standard interfaces where we can.

We got so busy so fast that it feels quaint to look at what I wrote in May. I was brought into an initiative from an executive HR committee that was formed to align certain global policies and make them more visible to employees. We were presented with a multi-page wish list that was mostly new content and information but it included a new front end to one of our vendor apps. It needed to be available in multiple languages and had a complex rollout schedule based on country-by-country regulations and reviews. It had to be live in a bit less than 60 days, including global usability focus groups. My team and I found ourselves in the UK, Germany, Hungary, Singapore, Mexico, Brazil and a few US locations, but we hit our marks. That effort took up most of May, all of June and some of July.

Task two was to work up a new set of interface standards for all our HR applications – including vendor apps wherever possible. We started from the premise that the employee experience starts at the intranet home page. As it happens I spent many years running our corporate intranet and have remained actively involved as it’s being migrated to it’s next iteration. Since I had already provided the information architecture and graphical approach for that project, we started with those. After many iterations we came out with a framework that we’ve tested against dozens of different apps and intranet sites. I socialized the heck out of it and now it’s been adopted as the company’s new intranet standard. Based on our design work we’ve also gotten our internal branding standards modified to our designs. This past week we began meetings with the development and analyst teams to begin gettting the migrations from the old to new UIs into their project plans. It’ll take all of 2007, if not longer to get everything done.

My boss and I have been doing a lot of brainstorming around manager self-service environments. I’m advocating a new interface layer leveraging an undefined business workflow toolset and SOA. Mashups, essentially. Double Dubs has been talking about SOA again and as usual I agree with him. However, there are big gaps and lots of disparity when you look at whether application X allow you to pick up discrete funtionality to use in a mashup. Worse, I’m still not certain that I have the proper platform to build this new layer on. SOA is still in it’s infancy with most of the vendors we use and they only change slowly and carefully.

Even more challenging is internal resistance. Many of the teams who we’d be consuming services from argue that they already have a fully capable environment, which brings me to another item that’s been discussed a lot lately – that we need to apply a set of metrics that let us more objectively measure our sucesses and failures in delivering and promoting self-service across all our service delivery channels. We know what they are but any time you ‘impose’ new metrics on a team there’s a lot of convincing required.

But wait, it gets better. At the same time I’m beginning to plan an application upgrade to the Peoplesoft Portal. I’ll save that for later. Is this a fun life or what?