Ticker - September/October 2008 - (Page 11)

By Nathan Treloar User Interaction Management defines a new set of techniques that put search at the core of a user-centered SOA implementation model. In this new model, all user interaction is driven through and managed by a search platform; a set of standards-based, loosely coupled services; and rich interface widgets. The goal is to create a user experience that is contextually aware, flexible, highperforming, and intuitive. It goes without saying that the business advantages available to financial firms who can deliver such breakthrough experiences to their customers and employees can be game-changing. Figure 1 Search Evolution Search is evolving from the simple User Interaction “search box and Management document list” represents a new metaphor common direction in search. on the Web. It is Users Applications It encompasses rapidly becoming a behind-the-scenes pervasive part of technologies for users’ daily processing the workflow, where Interaction Management Services (IMS) various forms of information is intent (“business delivered to users Recommendation Federation Enrichment Personalization Visualization Orchestration rules“, “queries”, with a deeper etc.) and for understanding of Search processing what their organizational comes back from functions, Community More Content News Content matching that immediate needs, intent with content historical interests, (search results). It application context, and other evidence about what is also includes tools for application developers, most relevant to them. The drive for more contextually administrators, and business managers to orchestrate aware search is motivated primarily by practical the overall interaction and end-user experience. business goals for increasing user satisfaction, revenue, and productivity. This, combined with innovation and Figure 1: Interaction Management Services broader adoption of rich Web-based and mobile interface technologies, is inspiring new user interface techniques for gathering user input and for presenting results. Introducing User Interaction Management This evolution of search has spawned innovation in a distinct class of search-based capabilities that allow application developers and business managers to All search systems must process queries and results, but the actual mechanisms for handling a user’s query and processing results are more like a recipe than a onetime event – and the more sophisticated the application is, the more sophisticated the recipe. Consider an online consumer banking query for “retirement.” Any decent search system will perform create contextually aware, “conversational” user experiences that adapt to the user’s intent and ultimately help users to interact with and consume information more quickly and effectively. Through these capabilities, the user experience can be dynamically orchestrated by understanding the context of the user question, leveraging the available clues to the user’s intent from functional, social, application, and process interactions, and executing underlying contextual matching algorithms. We call this emerging contextual model and associated capabilities User Interaction Management. Continued on page 12 WSTA® Ticker - September/October 2008 11

Table of Contents Feed for the Digital Edition of Ticker - September/October 2008

Ticker - September/October 2008 Contents What's New: Companies, Products & Services ROI-Rich Intelligent Agents Automate Data Mining & Analysis for Financial Services Search Driven User Interaction Management: Orchestrating User Experience

Ticker - September/October 2008

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