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Innovating at the Speed of Business in the High-Bandwidth World of Digital Media

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OutSystems
OutSystems

At NOS, the term “IT Driven” refers to IT activities as adding value to the business. That drove the use of low-code to speed up the delivery of critical projects their business needed. Hear how this leading telecommunications company grew through its relationship with OutSystems and evolved its processes into a bimodal IT approach to implement continuous delivery and provide app delivery roadmaps that benefits its customers and users.

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Innovating at the Speed of Business in the High-Bandwidth World of Digital Media
| NextStep| NextStep @ in nuno.cruz@nos.pt /speaker Henrique Zacarias Chief Information Officer | NOS @ in henrique.g.zacarias@nos.pt /speaker Nuno Schiappa Cruz Head of Transformation | NOS
| NextStep| NextStep NOS was the first OutSystems customer in Portugal, having 17 years of partnership We continue to grow with new applications and increased usage…
| NextStep Optimus is the 1st customer 1st platform installation, v1. sMSPRo and Geo SMS development kickoff OutSystems and NOS, 17 years of partnership 2002 2009 ZON adopts OutSystems SIGA, SM, VM e GEH started to develop@ZON. OCE, Optimus ZONE, Euro Tarifa, e-escolas running@Optimus. The platform is at verion 4.1 NOS is born Farm consolidation begins with the merge of 2 farms. One has the OSv6 and SQL Server DB and the other one has OS v8 and Oracle DB. +Vendas, Ups, ABC mTEC, DMR3 are running or are almost ready to go live 2014Farm consolidation ends Result are 2 distinct farms. Two OS versions, v8 and v9.1 More new applications PVG, Weasy+, GUIA, GAR, PEEP, SEND, CampMng, mTec 2.0 2017 OS Mobile Apps @NOS OS development of mobile app begins: Cinemas and myNOS. More new web apps: GUIA, vPRO, RGPD Tools, Migrador Oferta. We are upgrading our farms to OutSystems v10 2018
| NextStep ● There are 2 distinct farms – Internal and DMZ ■ Internal - The applications is this farm can only be accessed through the internal network or via VPN ■ DMZ – This farm is exposed to the Internet and can be accessed by everyone (of course there are some restrictions…) NOS has been leveraging OutSystems technology to evolve its architecture:
| NextStep| NextStep Having already a significant amount of interactions Web Apps Responsive >50 Mobile Apps 3 Active Users >400k Application Objects >10k Mobile Requests >12M day Web Service hits >7M day Web hits >2M day SMS Out >2M day Some big numbers
| NextStep Having already a significant amount of interactions Some big numbers Web Apps Responsive >50 Mobile Apps 3 Active Users >400k Application Objects >10k Mobile Requests >12M day Web Service hits >7M day Web hits >2M day SMS Out >2M day Access Control System Customer Campaign Executor Subscription Manager FieldForce App SMS Gateway Manager D2D SalesForce App
| NextStep Msales|A door to door salesforce app, used daily by 700 sellers in the field 579 727 0 50 100 150 200 1Q 37% 57% 2Q 1.603 57% 3Q 40% %Salesforce with tablet Tablets 200 / EoY’18 400 / Jul.’19 800 / EoY´19 % Use Digital Sales
| NextStep And dedicated OutSystems development teams Internal development • 4 ultra senior OS developers with more than 13 years working with OS • 20 OS developers with an average of 3 years working with OS • Participation in hundreds projects over last 16 years Application Outsourcing • 4 teams, responsible for 8 applications • 8 OS experienced developers
| NextStep| NextStep NOS Team has - History - Know how - Talent so we have solid foundations to innovate at … The speed of light
| NextStep So in 2018, NOS defined ambitious goals for its digital ecosystem, focusing on customer satisfaction and in the scale-up of digital touchpoints usage Full fledged Digital @NOS Scale-up usage of digital ecosystem from 100k to 2M users Best digital experience in telco market
| NextStep Service Experience Design Customer at the center of strategy and involved in all decision moments In order to achieve it, NOS has been focusing on four main dimensions State of the art tech Low code technology for faster time-to- market delivery Adoption strategy Strategy focused on promoting digital touchpoints Agile Development Focus on incremental value delivery, through MVPs, aiming to rapidly capture value
| NextStep| NextStep Service Experience Design Customer at the center of strategy and involved in all decision moments
| NextStep Customers have been at the centre of NOS strategy, being involved in different maturity phases of development, contributing actively to the final product Journey mapping Tests of concept Pilots with real customers ServiceExperienceDesign
| NextStep UX/UI teams, supported by NOS SED Coaches ensure recurrent interactions with customers, during the lifecycle of the projects Internal dedicated teams Specialized external partners NOS external partners conduct qualitative studies with customers, using eye tracking technology How to really ensure customer centricity? Cultural mindset Alignment and commitment of top management is a key success factor to be a customer centric company ServiceExperienceDesign
| NextStep| NextStep Agile Development Focus on incremental value delivery, through MVPs, aiming to rapidly capture value
| NextStep Agile Development Agile Less dependent on plans Continuous improvement Multidisciplinary teams MVP way of working AgileDevelopment
| NextStep Ensure strategic alignment, increasing focus on the customer, and improving decision prioritization Strategic alignment Faster time-to-market, by breaking functional silos Value chain extension Product & go-to-market Design, Dev, Build Deploy & Operate Billing & Support Working more effectively and with higher teams’ engagement Improve the core Product & go-to-market Design, Dev, Build Deploy & Operate Billing & Support How to mobilize different departments, having multidisciplinary teams working towards one single solution? AgileDevelopment
| NextStep In order to develop and deliver faster, NOS needed some state of the art technology and OutSystems was the obvious choice AgileDevelopment
| NextStep| NextStep State of the art tech Low code technology for faster time-to-market delivery
| NextStep| NextStep Why OutSystems?
| NextStep| NextStep Why OutSystems? Faster time-to- market Flexible UI Easy integration
| NextStep The ability to develop one single build for both operation systems was a key success factor to transform NOS’ digital ecosystem in 12 months One-time build generation Sharing components between different teams accelerated the speed of development Components reuse Development teams leveraged the OS community to increase their knowledge faster and overcome issues identified along the way OutSystems community In the last 12 months, NOS launched three new mobile apps, already with more than 400k users Stateofthearttech
| NextStep| NextStep App Cinemas NOS(8 months) App NOS(9 Months) App WTF(4 Months) Developments in Silk were critical to personalize and excel in user experience and interface in NOS digital touchpoints
| NextStep During the development of new digital touchpoints, OutSystems integrations with NOS internal systems were simple and quick Mobile Balance Show data consumption and allow for balance pop-up in the digital servicing Apps NOS and WTF Customer portfolios Expose customer portfolios in the front-ends, providing the ability to manage services in-app Movie Theater Tickets Integration with internal systems in order to allow customers to purchase movie tickets and bar products NOS internal systems Stateofthearttech
| NextStep Nevertheless, there were some challenges along the way
| NextStep UI adjustments Need to adapt UI via Silk in order to be adjusted in different mobile screens Integration with native plugins Lack of information and issues integrating with third party native plugins, being required to encapsulate in a Cordova plugin Lack of Native features and clear support info Inability to implement native features (e..g. force touch in iOS and balance widget on Android) or normal features Deep links Performance vs native apps Slower screen rendering and transitions vs native apps Some of the challenges the teams have been facing Stateofthearttech
| Change session name in master slide| NextStep Adoption strategy Strategy focused on promoting digital touchpoints
| NextStep …it requires an adoption strategy Trocar imagens Growing is not only about apps and features…
| NextStep NOS defined an adoption strategy, focused on articulating the way we do things and continuous promotion of digital touchpoints Implement enablers in order to communicate and promote digital touchpoints, fostering recurrent usage and feedback Relation Ensure a positive experience in usage, finding and promotion for an effective adoption Experience Measure and track digital touchpoint adoption, in order to evolve and iterate actions and approaches Measure Adoptionstrategy
| NextStep The Adoption framework is being applied in the three mobile apps, boosting growth and engagement of customers App Cinemas NOS – Outdoor board App NOS – In-store Muppies App WTF – TV Commercial Adoptionstrategy
| NextStep And Digital is being fundamental to the fast growth in terms of awareness and usage of NOS digital touchpoints App Cinemas NOS – Facebook Ad App NOS – Ad in online newspaper App WTF – Story on Instagram Adoptionstrategy
| NextStep Involve operational areas Give unique rewards Celebrate success! But the key to success was to involve the company as core promoters of NOS digital touchpoints and to create the right incentives to foster the use of digital Adoptionstrategy
| NextStep Adoptionstrategy Our adoption strategy enabled an impactful go big with the launch of our apps and a future perspective of sustainable growth and awareness 250 k 120 k 100 k n+2 n+3n n+1
| NextStep| NextStep How are clients receiving our apps…
App NOS # Daily users (average) 4,4 Rating Android (6235 Reviews) 4,5 Rating iOS (887 Reviews) 20K250K # Users
| NextStep App Cinemas # Daily users (average) 4,6 Rating Android (1242 Reviews) 4,7 Rating iOS (666 Reviews) 10k120k # Users
App WTF # Daily users (average) 4,8 Rating Android (2995 Reviews) 4,5 Rating iOS (1800 Reviews) 20K100k # Users
| NextStep Having all this in mind, we are confident about achieving our ambition 2M Digital ecosystem users
Digital Teams
| NextStep Thank You! T

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Innovating at the Speed of Business in the High-Bandwidth World of Digital Media

  • 1. Innovating at the Speed of Business in the High-Bandwidth World of Digital Media
  • 2. | NextStep| NextStep @ in nuno.cruz@nos.pt /speaker Henrique Zacarias Chief Information Officer | NOS @ in henrique.g.zacarias@nos.pt /speaker Nuno Schiappa Cruz Head of Transformation | NOS
  • 3. | NextStep| NextStep NOS was the first OutSystems customer in Portugal, having 17 years of partnership We continue to grow with new applications and increased usage…
  • 4. | NextStep Optimus is the 1st customer 1st platform installation, v1. sMSPRo and Geo SMS development kickoff OutSystems and NOS, 17 years of partnership 2002 2009 ZON adopts OutSystems SIGA, SM, VM e GEH started to develop@ZON. OCE, Optimus ZONE, Euro Tarifa, e-escolas running@Optimus. The platform is at verion 4.1 NOS is born Farm consolidation begins with the merge of 2 farms. One has the OSv6 and SQL Server DB and the other one has OS v8 and Oracle DB. +Vendas, Ups, ABC mTEC, DMR3 are running or are almost ready to go live 2014Farm consolidation ends Result are 2 distinct farms. Two OS versions, v8 and v9.1 More new applications PVG, Weasy+, GUIA, GAR, PEEP, SEND, CampMng, mTec 2.0 2017 OS Mobile Apps @NOS OS development of mobile app begins: Cinemas and myNOS. More new web apps: GUIA, vPRO, RGPD Tools, Migrador Oferta. We are upgrading our farms to OutSystems v10 2018
  • 5. | NextStep ● There are 2 distinct farms – Internal and DMZ ■ Internal - The applications is this farm can only be accessed through the internal network or via VPN ■ DMZ – This farm is exposed to the Internet and can be accessed by everyone (of course there are some restrictions…) NOS has been leveraging OutSystems technology to evolve its architecture:
  • 6. | NextStep| NextStep Having already a significant amount of interactions Web Apps Responsive >50 Mobile Apps 3 Active Users >400k Application Objects >10k Mobile Requests >12M day Web Service hits >7M day Web hits >2M day SMS Out >2M day Some big numbers
  • 7. | NextStep Having already a significant amount of interactions Some big numbers Web Apps Responsive >50 Mobile Apps 3 Active Users >400k Application Objects >10k Mobile Requests >12M day Web Service hits >7M day Web hits >2M day SMS Out >2M day Access Control System Customer Campaign Executor Subscription Manager FieldForce App SMS Gateway Manager D2D SalesForce App
  • 8. | NextStep Msales|A door to door salesforce app, used daily by 700 sellers in the field 579 727 0 50 100 150 200 1Q 37% 57% 2Q 1.603 57% 3Q 40% %Salesforce with tablet Tablets 200 / EoY’18 400 / Jul.’19 800 / EoY´19 % Use Digital Sales
  • 9. | NextStep And dedicated OutSystems development teams Internal development • 4 ultra senior OS developers with more than 13 years working with OS • 20 OS developers with an average of 3 years working with OS • Participation in hundreds projects over last 16 years Application Outsourcing • 4 teams, responsible for 8 applications • 8 OS experienced developers
  • 10. | NextStep| NextStep NOS Team has - History - Know how - Talent so we have solid foundations to innovate at … The speed of light
  • 11. | NextStep So in 2018, NOS defined ambitious goals for its digital ecosystem, focusing on customer satisfaction and in the scale-up of digital touchpoints usage Full fledged Digital @NOS Scale-up usage of digital ecosystem from 100k to 2M users Best digital experience in telco market
  • 12. | NextStep Service Experience Design Customer at the center of strategy and involved in all decision moments In order to achieve it, NOS has been focusing on four main dimensions State of the art tech Low code technology for faster time-to- market delivery Adoption strategy Strategy focused on promoting digital touchpoints Agile Development Focus on incremental value delivery, through MVPs, aiming to rapidly capture value
  • 13. | NextStep| NextStep Service Experience Design Customer at the center of strategy and involved in all decision moments
  • 14. | NextStep Customers have been at the centre of NOS strategy, being involved in different maturity phases of development, contributing actively to the final product Journey mapping Tests of concept Pilots with real customers ServiceExperienceDesign
  • 15. | NextStep UX/UI teams, supported by NOS SED Coaches ensure recurrent interactions with customers, during the lifecycle of the projects Internal dedicated teams Specialized external partners NOS external partners conduct qualitative studies with customers, using eye tracking technology How to really ensure customer centricity? Cultural mindset Alignment and commitment of top management is a key success factor to be a customer centric company ServiceExperienceDesign
  • 16. | NextStep| NextStep Agile Development Focus on incremental value delivery, through MVPs, aiming to rapidly capture value
  • 17. | NextStep Agile Development Agile Less dependent on plans Continuous improvement Multidisciplinary teams MVP way of working AgileDevelopment
  • 18. | NextStep Ensure strategic alignment, increasing focus on the customer, and improving decision prioritization Strategic alignment Faster time-to-market, by breaking functional silos Value chain extension Product & go-to-market Design, Dev, Build Deploy & Operate Billing & Support Working more effectively and with higher teams’ engagement Improve the core Product & go-to-market Design, Dev, Build Deploy & Operate Billing & Support How to mobilize different departments, having multidisciplinary teams working towards one single solution? AgileDevelopment
  • 19. | NextStep In order to develop and deliver faster, NOS needed some state of the art technology and OutSystems was the obvious choice AgileDevelopment
  • 20. | NextStep| NextStep State of the art tech Low code technology for faster time-to-market delivery
  • 22. | NextStep| NextStep Why OutSystems? Faster time-to- market Flexible UI Easy integration
  • 23. | NextStep The ability to develop one single build for both operation systems was a key success factor to transform NOS’ digital ecosystem in 12 months One-time build generation Sharing components between different teams accelerated the speed of development Components reuse Development teams leveraged the OS community to increase their knowledge faster and overcome issues identified along the way OutSystems community In the last 12 months, NOS launched three new mobile apps, already with more than 400k users Stateofthearttech
  • 24. | NextStep| NextStep App Cinemas NOS(8 months) App NOS(9 Months) App WTF(4 Months) Developments in Silk were critical to personalize and excel in user experience and interface in NOS digital touchpoints
  • 25. | NextStep During the development of new digital touchpoints, OutSystems integrations with NOS internal systems were simple and quick Mobile Balance Show data consumption and allow for balance pop-up in the digital servicing Apps NOS and WTF Customer portfolios Expose customer portfolios in the front-ends, providing the ability to manage services in-app Movie Theater Tickets Integration with internal systems in order to allow customers to purchase movie tickets and bar products NOS internal systems Stateofthearttech
  • 26. | NextStep Nevertheless, there were some challenges along the way
  • 27. | NextStep UI adjustments Need to adapt UI via Silk in order to be adjusted in different mobile screens Integration with native plugins Lack of information and issues integrating with third party native plugins, being required to encapsulate in a Cordova plugin Lack of Native features and clear support info Inability to implement native features (e..g. force touch in iOS and balance widget on Android) or normal features Deep links Performance vs native apps Slower screen rendering and transitions vs native apps Some of the challenges the teams have been facing Stateofthearttech
  • 28. | Change session name in master slide| NextStep Adoption strategy Strategy focused on promoting digital touchpoints
  • 29. | NextStep …it requires an adoption strategy Trocar imagens Growing is not only about apps and features…
  • 30. | NextStep NOS defined an adoption strategy, focused on articulating the way we do things and continuous promotion of digital touchpoints Implement enablers in order to communicate and promote digital touchpoints, fostering recurrent usage and feedback Relation Ensure a positive experience in usage, finding and promotion for an effective adoption Experience Measure and track digital touchpoint adoption, in order to evolve and iterate actions and approaches Measure Adoptionstrategy
  • 31. | NextStep The Adoption framework is being applied in the three mobile apps, boosting growth and engagement of customers App Cinemas NOS – Outdoor board App NOS – In-store Muppies App WTF – TV Commercial Adoptionstrategy
  • 32. | NextStep And Digital is being fundamental to the fast growth in terms of awareness and usage of NOS digital touchpoints App Cinemas NOS – Facebook Ad App NOS – Ad in online newspaper App WTF – Story on Instagram Adoptionstrategy
  • 33. | NextStep Involve operational areas Give unique rewards Celebrate success! But the key to success was to involve the company as core promoters of NOS digital touchpoints and to create the right incentives to foster the use of digital Adoptionstrategy
  • 34. | NextStep Adoptionstrategy Our adoption strategy enabled an impactful go big with the launch of our apps and a future perspective of sustainable growth and awareness 250 k 120 k 100 k n+2 n+3n n+1
  • 35. | NextStep| NextStep How are clients receiving our apps…
  • 36. App NOS # Daily users (average) 4,4 Rating Android (6235 Reviews) 4,5 Rating iOS (887 Reviews) 20K250K # Users
  • 37. | NextStep App Cinemas # Daily users (average) 4,6 Rating Android (1242 Reviews) 4,7 Rating iOS (666 Reviews) 10k120k # Users
  • 38. App WTF # Daily users (average) 4,8 Rating Android (2995 Reviews) 4,5 Rating iOS (1800 Reviews) 20K100k # Users
  • 39. | NextStep Having all this in mind, we are confident about achieving our ambition 2M Digital ecosystem users

Editor's Notes

  1. Msales – A door to door salesforce application, daily used by 700 sellers and is the at second place of top sells channel. GUIA – Manage all corporate users, resources, licenses. Syncronizes roles and permissions. SMS notifications. OCE – Operational customer campaign executor, based on a state machine, it provides orchestration of several simple tasks. Subsctiption Manager – Manages the catalog of added value services and VOD, customers portfolio, and their subscriptions. mTEC – Manages fieldforce work orders, provides real time information, alerts and validations, easy to use. Integrates a legacy. SMSPRO – First OutSystems application in the world, is an AaaS that manages customer inbound or outbound SMS campaigns, manages taxation, expand over SOAP and Rest APIs all main functionalities.