Oracle CX — Transforming User Experience (UX) with Redwood

SoftClouds
11 min readFeb 22, 2024
Oracle CX — Transforming User Experience (UX) with Redwood

The Need for Better UX with CX

The digital landscape has shifted, ushering in a new era of discerning customers with an evolved perspective on User Experience (UX) and Customer Experience (CX). Today’s customers demand experiences that are not just seamless but emotionally resonant, personalized, and ethically conscious. In this new era, UX and CX are intertwined, where every touchpoint, from pre-purchase to post-purchase, is an opportunity to build trust and forge authentic connections. This isn’t just about aesthetics or convenience; it’s about forging connections at a deeper level. Brands that fail to recognize this shift risk being left behind, as customers increasingly gravitate towards those who prioritize meaningful experiences that not only serve but empower them.

Customer experience (CX) is no longer a buzzword; it’s the beating heart of success in today’s competitive landscape. 62% of businesses are already investing in AI-powered chatbots for customer service, and this number is expected to rise significantly in the coming years. The future of CX is all about hyper-personalization, AI-powered interactions, and seamless omnichannel experiences. Businesses that embrace these trends and prioritize building genuine connections with their customers will be the ones who thrive in the years to come.

The bar for User Experience (UX) and Customer Experience (CX) leaps sky-high today. Customers expect experiences so smooth they feel invisible, leaving them delighted and brand loyal. They demand brands that align with their values, prioritize ethical practices, and foster community. The customers of today expect transparency, empathy, and a human touch, even in a digital world along with a

  • Desire for enterprise apps to be simple, intuitive & user-friendly
  • Integration with advanced technologies like ML and Gen AI
  • Minimizing mouse movements
  • Poor IT/user experience is a leading cause of modern workplace burnout
  • Self-service options
  • Personalized search and conversation interfaces
  • Low-code/no-code environments

But beyond the tech wizardry, the customers hunger for genuine connection. UX and CX are not separate, they’re a unified dance, a promise to make their world better, one interaction at a time. Brands that weave purpose into their CX, building emotional connections with customers, will truly own the future.

The Need for No-Code Low-Code Platforms

In the age of experience-driven business, CX and UX reign supreme. But catering to evolving customer expectations often clashes with the limitations of traditional development. Enter no-code and low-code platforms, the game-changers empowering businesses to bridge this gap. In the rapidly evolving landscape of enterprise applications, the demand for agility and rapid development has led to the emergence of no-code and low-code platforms. These platforms have started to empower organizations to expedite the application development process by minimizing the need for extensive coding and technical expertise.

Recognizing this imperative, Oracle Redwood stands out as a transformative force in the no-code/low-code arena. With its intuitive design and robust capabilities, Oracle Redwood provides a seamless environment for businesses to accelerate application development, fostering innovation without compromising on quality. By positioning Oracle Redwood at the forefront of this paradigm shift, organizations can not only meet the demands of a dynamic market but also achieve unparalleled efficiency and agility in their application development endeavors.

Introducing Oracle Redwood

Oracle’s Redwood represents the evolution of the user experience, ushering in a new era of innovation. Central to this shift is Low Code development, spearheaded by Visual Builder, empowering users with intuitive tools for Redwood app creation. This approach revolutionizes the traditional development process, making it accessible and efficient.

Redwood is designed to deliver a State-of-the-art, consumer-grade user experience seamlessly across devices. Its adaptability ensures a consistent and engaging interface, catering to the diverse needs of modern enterprises. Tailored for sophisticated scenarios, Redwood goes beyond mere aesthetics, addressing the intricacies of complex business processes with finesse.

Unlike superficial changes, Redwood embodies a collective reinvention, transcending a mere color scheme or marketing initiative. It automatically integrates a stream of telemetry, providing invaluable insights into user interactions. This holistic approach touches every facet of the user experience, enriching engagements for customers, partners, and employees alike.

Oracle’s ambitious goal with Redwood extends beyond the UI, aiming to revolutionize every interaction within their technology stack. The focus is on bringing a consumer-grade user experience to the forefront of Oracle’s enterprise solutions. This strategic initiative reflects Oracle’s commitment to staying at the forefront of technological advancements and providing unparalleled experiences for its user base.

“With the Redwood user experience, Oracle is designing for the future. Our mission is to redefine the way people work with business applications, making every user more successful in their role with thoughtful, connected, automated and innovative experiences. As we continually evolve our Redwood design system, we’re excited about the transformative possibilities that lie ahead for our partners like SoftClouds and clients around the world.”

AKHIL MALIK, GLOBAL COE LEAD — FUSION CX CLOUD DEVELOPMENT, ORACLE INC.

Redwood — How does it Work?

Redwood seamlessly integrates design principles with Oracle processes, creating a harmonious environment for developers. By prioritizing empathy and understanding, it employs iterative wireframes to refine user experiences. The utilization of the Redwood Pattern Book and Design Toolkit, along with Figma’s design elements, ensures a comprehensive approach with user journey templates.

Specifically tailored for enterprise use, Redwood goes beyond conventional design practices to enhance Oracle-powered user experiences. Its activation is facilitated through the Redwood Pattern Book and Design Toolkit, providing developers with the tools and resources needed for efficient and effective application development.

Oracle Redwood — The Features

Say goodbye to clunky software interfaces and hello to Redwood, Oracle’s sleek new design system. Redwood brings simplicity and elegance to Oracle’s vast enterprise software suite, offering a unified user experience across applications for unparalleled ease of use. From intuitive navigation and consistent layouts to data visualization tools and accessibility features, Redwood empowers users to work smarter, not harder. Let us get into the details and discover how Redwood’s innovative features can transform your enterprise software experience.

  • New Styles, Colors, Icons, & Fonts — Redwood introduces fresh styles, vibrant colors, and modern icons, enhancing the visual appeal and user experience.
  • Application Toolbar — The toolbar streamlines navigation and accessibility, providing a more intuitive interface.
  • Smart Search — Offers an intelligent and efficient way to locate information swiftly within the application.
  • New Zone Layout Controls — Empower users to customize their workspace in Redwood, optimizing workflow and productivity.
  • Increased Dashboard Personalization — Redwood enhances Dashboard Personalization, allowing users to tailor their dashboards to suit individual preferences and needs.
  • Mouse Mileage Reduction — The platform prioritizes efficiency and ease of use with features designed to minimize unnecessary clicks and movements.
  • New Web Components — Introduces cutting-edge technologies, ensuring a modern and dynamic user interface.
  • Domain Name Support — Redwood extends support for domain names, accommodating diverse user needs and preferences.
  • Analytical Insights — Provide users with valuable data-driven information, fostering informed decision-making.
  • Self-service Usage — Promotes self-service usage, empowering users to independently navigate and utilize the platform for enhanced autonomy.

Why Oracle Redwood?

Oracle Redwood has emerged as a game-changer and a revolutionary force in the realm of enterprise user experience (UX). Its distinct features and compelling advantages position it as a noteworthy choice for businesses aiming to elevate their digital interactions. Let’s embark on an insightful journey to explore the multifaceted reasons behind its prominence and understand how it can bring transformative enhancements to the user experience within the enterprise realm.

Unifying a Fragmented Landscape — Traditionally, enterprise software has been plagued by inconsistent interfaces and navigation across different applications. This creates frustration for users and increases training costs. Oracle Redwood addresses this by providing a consistent and intuitive design language that applies across its entire portfolio of products, from ERP to CRM. This streamlines workflows, reduces learning curves, and fosters user adoption.

Modernizing the Enterprise Interface — Redwood isn’t just about a facelift. It’s a complete redesign philosophy based on modern UX principles. It emphasizes simplicity, clarity, and responsiveness. Users benefit from intuitive layouts, drag-and-drop functionality, and personalized dashboards, leading to increased efficiency and productivity.

Boosting User Engagement — Redwood goes beyond mere functionality. It incorporates features that enhance user engagement and drive user satisfaction. Interactive dashboards, data visualizations, and gamified elements make the experience more enjoyable and motivating. This translates to increased user loyalty and a positive impact on morale.

Built for the Future — Redwood is future-proof with its focus on mobile-first design and web accessibility. This ensures that applications remain usable and accessible across various devices and platforms, catering to a diverse workforce and embracing the evolving needs of the digital age.

Seamless Integration with Existing Systems — Redwood doesn’t require a complete overhaul of existing infrastructure. It seamlessly integrates with Oracle’s existing applications and platforms. This enables businesses to leverage the benefits of Redwood while preserving their investments and minimizing disruption.

Oracle Redwood — Advantages

Embarking on the Oracle Redwood journey unfolds a realm of possibilities and advancements that redefine the way we approach technology. In the dynamic landscape of digital transformation, Oracle Redwood emerges as a beacon of innovation, offering a host of advantages that propel businesses toward enhanced efficiency, seamless experiences, and unparalleled insights. Let’s delve into the transformative advantages that Oracle Redwood brings to the forefront, shaping a future where technology and business seamlessly converge for unprecedented success.

The following are the advantages that we see.

  • Transforms employee experience
  • Minimizes app fatigue with unified interfaces
  • Streamlines processes with minimal mouse movements
  • Implements modern interfaces with Guided Process Pattern
  • Enhances interactions for smarter, efficient workflow
  • Boosts productivity and satisfaction, impacting the bottom line
  • Built-in extension for Oracle cloud apps
  • Accessibility (ADA) Compliance with Keyboard Navigation & Color Contrast
  • Long-term benefits: minimal training for future upgrades

Oracle has masterfully shaped the enterprise technology landscape, and within the intricate framework of Redwood, developers emerge as artists, sculpting innovation and efficiency. Mastering Redwood isn’t just a skill at SoftClouds; it’s our passionate tribute to Oracle’s brilliant symphony of technological evolution. Through unparalleled expertise in CX, we’ve perfected this harmony in our implementations, setting a new standard for excellence.

SUJITH KUMAR DEVARAJAN, ASSOCIATE TECHNICAL ARCHITECT, SOFTCLOUDS LLC

SoftClouds, Oracle CX & Redwood — Some Real-World Implementations

SoftClouds based in San Diego, is an Oracle Platinum Partner and is a leading expert in the realm of Oracle Redwood & Customer Experience (CX). The architects and engineers at SoftClouds have consistently demonstrated prowess in implementing innovative solutions that redefine user experiences. With a deep understanding of Oracle Redwood’s capabilities and an unwavering commitment to delivering top-notch CX solutions, SoftClouds has successfully executed numerous transformative implementations. Below are some documented use cases that showcase our expertise in leveraging Oracle Redwood to drive innovation and enhance customer experiences, showcasing the position of SoftClouds as a trusted partner in the Oracle ecosystem.

Use Case 1 — Automated Claims Processing for Insurance

Problem1: Manual paperwork and slow claim processing, resulting in customer frustration and operational inefficiencies.

Solution1: SoftClouds integrated Oracle CX Service and Redwood to build a self-service portal for submitting and tracking claims. Redwood’s forms builder allowed easy creation of dynamic claim forms with AI-powered data extraction from uploaded documents. Integration with CX automated claim routing, approval workflows, and notifications, streamlining the process and improving customer satisfaction.

Use Case 2 — Enhanced Field Service for Utilities

Problem2: The client relied on legacy systems for scheduling field technicians, leading to inefficient dispatch, delayed repairs, and customer dissatisfaction.

Solution2: SoftClouds implemented Oracle CX Field Service and Redwood to develop a dynamic mobile app for technicians. The app used GPS to locate nearby resources, optimize routes, and provide real-time updates to customers. Redwood’s visual builder allowed creating custom dashboards with service checklists, inventory management, and reporting tools. The usage of Redwood platform simplified the day-to-day activities of techs and dispatchers by providing an enhanced user interface with the unification of multiple Oracle cloud applications. This improved technician productivity, reduced downtime, and increased customer satisfaction.

Redwood is Oracle’s modern design system focused at providing a visually appealing, user-centric and consistent ‘user experience’ across their cloud applications. At SoftClouds, navigating the complex avenues of Oracle Redwood is not just a task; it’s a transformative journey. In carving the technological landscape, Redwood becomes the cornerstone that not only empowers our development efforts but also shapes a seamless and elevated end-user CX. With every line of code, I’m not just architecting solutions; I’m crafting experiences that redefine excellence and set a new standard in Oracle Fusion innovation.

KIRAN RAJENDRAN, ASSOCIATE TECHNICAL ARCHITECT, SOFTCLOUDS LLC

The Future of Oracle CX with Redwood

The future of customer experience (CX) is bright, and Oracle CX, powered by the innovative Redwood design system, is leading the charge. Imagine a world where every interaction with a brand feels effortless, personalized, and delightful. Redwood’s intuitive interface and focus on user needs paves the way for this CX dreamland.

Redwood brings a consumer-grade experience to the enterprise world. Its clean lines, uncluttered design, and consistent navigation make even the most complex tasks feel manageable. Redwood empowers users to find what they need quickly and easily, boosting productivity and satisfaction.

This is the future of Oracle CX with Redwood: a future where CX is not just a department, but a seamless thread woven into the fabric of every customer touchpoint. It’s a future where businesses thrive by fostering genuine connections with their customers, and Redwood is the key that unlocks this potential.

So, catch up and get ready for a CX revolution. With Oracle CX and Redwood, the future is looking brighter than ever for businesses and their customers alike.

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Srinivas Dhenuvukonda (Srini) is a visionary Solutions Architect & Delivery Manager who leverages his expertise in Cloud CX to craft innovative solutions that transform businesses. With a proven track record of delivering 20+ projects, Srini’s passion lies in exceeding client expectations and connecting people across the globe. He’s a highly skilled engineering professional with expertise in Business Process Analysis, Agile methodologies, BI Analytics, Oracle Enterprise Solution Delivery, and Cloud CX (Sales, Service, SPM, Subscription Billing) Solution Architecture. Srini has a proven track record of delivering impactful results. He has successfully led the implementation of many Global CX projects across North America & APAC for clients of all sizes, resulting in great customer satisfaction and reduction in operational costs. His delivery experience spans across diverse verticals, including Finance & Banking, Hi-Tech, and Manufacturing & Distribution.

Srini is a recognized thought leader in the Cloud CX space, holding Oracle Cloud CX Certified Architect certification and being awarded the “Cloud CX Delivery Excellence” award. He’s known for his ability to navigate complex challenges, such as seamlessly migrating data from legacy systems to the cloud. In his free time, Srini enjoys traveling the world and connecting people from different cultures. He leverages these experiences to build strong relationships with clients and foster a collaborative environment within his teams.

SoftClouds is a CRM, CX, and IT solutions provider based in San Diego, California. As technology trends are proliferating, organizations need to re-focus and align with the new waves to keep pace with the changing trends and technology. The professionals at SoftClouds are here to help you capture these changes through innovation and reach new heights.

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SoftClouds

SoftClouds | IT, Cloud, CRM & CX Solutions Provider.