Adobe Experience Manager Forms Capability Spotlight

Transform complex form and document transactions into simple, engaging digital experiences—anytime, anywhere, on any device. Adobe Experience Manager Forms streamlines form discovery, simplifies form filling, efficiently processes form data, provides timely and engaging responses, and protects sensitive content. By leveraging the power of one Adobe solution, regulated industries can quickly create and publish digital enrollment services reducing costs associated with paper as well as continuously measure and optimize experience to acquire and convert customers across web, mobile and beyond.

Digital self-serviceFrom retail to travel and hospitality, digital self-service is growing in popularity. Consumers expect engaging digital experiences in their day-to-day transactions—and they are demanding the same from government agencies, banks and other businesses. For digital self-service to be successful, organizations must deliver streamlined and intuitive experiences for users on desktop web, mobile web, or mobile app—from finding the right form and filling it out on any device, to informing users during application processing with timely and accurate information.

With smartphone usage growing dramatically digital self-service experiences must include all devices. Retail banks and government agencies are expanding their service offerings, transitioning from basic services to more complex online offerings, like mortgage applications and benefits enrollment. These complex interactions require a robust enterprise platform that leverages existing systems and data while offering multiple methods of communicating status to customers. Experience Manager Forms can dramatically improve organizational efficiency by digitizing these complex transactions—reducing call center costs; printing; rekeying of data; manual processing; distributing, delivering, and storing paper forms and documents.

Authoring, management, and publishingExperience Manager Forms combines form and document authoring, management, and publishing with workflow and correspondence management capabilities. It allows agencies and businesses to create easy-to-use, engaging, and responsive experiences throughout the entire interaction life cycle—from find and fill, to process and respond. Business users can author forms by leveraging existing assets such as CSS styles and Adobe XML form templates. Out-of-the-box themes, templates, fragments and standard components enable business users to easily create new or edit existing forms and documents greatly reducing dependency on expensive development resources and speeding time-to-market for mission-critical services. Authors can also embed forms and documents in emails through integration with Adobe Campaign, or into mobile apps built using Experience Manager Mobile. Smartphone, tablet, and desktop users can enjoy forms and documents tailored to their devices. Organizations can capture form data and process it through structured workflows with back-end systems and provide targeted communications to their users—speeding up response times and significantly improving the customer experience.

Adobe Experience Manager Forms

In summary, Experience Manager Forms offers:

• Central repository for form and document creation editing, and management

• Drag-and-drop based UI for business user authoring

• Out-of-the-box theme templates and editors, fragments, and standard components to reduce time for creating or updating forms

• Automatic rendering of forms and documents to adapt to different screen sizes and communica-tion channels including desktop web, mobile web, mobile app, email and even print

• Visual rule editor to add dynamic behavior and logic to forms without coding or scripting

Businesses can use the drag-and-drop interface and standard form elements to easily create forms optimized for web and mobile experiences—even on smartphones.

Streamlined forms discoveryConnecting the right form with a user is the first step in the digital enrollment journey. For users, finding the right form on large websites can be a daunting task. Once users find the right form, it may be in a format that is not appropriate or convenient for their device. For organizations, keeping large form collections up-to-date can be a challenge, as forms are often created in one location and then copied into a web or mobile content management system. Organizations need to make the discovery process as easy as possible, while presenting users with up-to-date forms automatically rendered for their location and device.

Experience Manager Forms provides a comprehensive set of features that streamline the form discovery process for users—and speed form management and publishing for organizations.

• Forms portal can be easily embedded within your existing web or mobile sites

• Portal can include combination of PDF, HTML5 or adaptive forms

• Responsive form directory for desktop and mobile devices

• Form directory search bar (keywords, tags, and other metadata)

• Dynamic detection of user device and location

Simplified form fillingDifferent data capture situations require different form experiences. Some users and organizations prefer a digital form that looks similar to familiar paper forms, while others—particularly smartphone users—require a more guided experience. Experience Manager Forms offers pixel-perfect, paginated HTML5 or PDF forms that look just like paper. The adaptive forms feature in Adobe Experience Manager Forms presents smartphone, tablet, and desktop users with a simplified, responsive interface that is automatically rendered for their device and browser. Business users can organize a form into logical sections, allowing users to focus on filling out one section at a time. With Experience Manager Forms, you can create forms that dynamically adapt to user responses—for example, by adding or removing fields or sections. Experience Manager Forms helps streamline form filling experience for users with:

• Prefilled form fields through user-authorized integration with back-office systems or social- networking sites

• Dynamic layout, tables, and charts

• Form field validation and context-sensitive help

• Accessibility design and checking

• Electronic document attachment support

• Save forms in progress as draft

• Adobe Sign integration to add legal, secure and compliant electronic signature or scribble signature for simple use cases

Adaptive forms features simplify form filling for mobile users.

Efficient processingOnce users submit a form, organizations can process the submission in a timely fashion by connecting form data with existing back-office systems, business rules, and people. With Experience Manager Forms, organizations can build streamlined, end-to-end workflows that integrate process components with existing web applications and data, and then monitor status using web reports. For simpler workflows, Experience Manager Forms also includes a lightweight form processing dashboard.

Experience Manager Forms includes a mobile application that extends your digital business processes to field workers—even when they are offline. Field workers can fill out forms immediately, work on tasks, and take advantage of device capabilities to collect rich data, such as photos, videos, geolocation tags, timestamps, and other information. They can synchronize their data the next time they connect to the network—improving productivity and reducing errors.

• Efficient forms processing and integration with back-office systems

• Mobile app allows mobile workers to collect and record data across multiple forms—even when offline

• HTML workspace provides task assignment and tracking

• Drag-and-drop workflow design environment

• Enterprise content management connectors (ECM) integration

• Open standards support—including XML and SOAP—connects forms data with enterprise systems

• Out-of-the-box HTML reports monitor backlogs, work queues, and key performance indicators (KPIs)

• Customizable dashboards provide real-time insight into business operations

• API connects with third-party reporting tools

The Experience Manager Forms mobile app extends business processes to online and offline mobile workers.

Timely and engaging responsesCommunicating timely, personalized information that users can access from anywhere, on any device improves digital enrollment experiences. A lack of appealing, personalized, and relevant communications can result in low conversion rates and dissatisfied users. Digital responses help organizations ensure delivery of receipts, statements, and welcome kits while avoiding cost and security issues associated with printing, mailing, and storing paper.

Adobe Experience Manager Forms includes a complete set of tools for organizations to create structured documents and personalized business correspondence. It enables business users to develop document templates, gather content from several sources, generate batch and on-demand communications—and deliver it all without the help of IT. Business users can personalize communications, assemble and attach documents, incorporate information from back-end systems, and include interactive components to make the experience more compelling. An intuitive user interface helps nontechnical users develop business rules to decide when to generate a communication as the result of an inquiry or initiate a user-generated response. With Adobe Experience Manager Forms, organizations can drive traffic to personalized web portals that not only deliver receipts, welcome kits, and statements, but also serve targeted content to clients that can result in enrollment or purchase of additional services. Tight integration with Adobe Sign allow organizations to easily capture legal and secure e-signatures in documents.

• Correspondence authoring environment with support for templates, content blocks, business rules, and more

• Document conversion and assembly

• Support for on-demand or batch document delivery through multiple channels, including web portals, mobile apps, PDF, email, and paper

• Audit trails with change history

• Digital signatures validate content integrity and signer’s identity

• Document security add-on for Experience Manager Forms includes encryption, usage policies, tracking, and auditing

Adaptive document features in Adobe Experience Manager Forms improve client engagement and understanding.

Like adaptive forms, adaptive documents use responsive design capabilities to bring easy-to-use, engaging digital experiences to document users—anywhere, anytime, on any device. Organizations can embed forms components into documents and send their users interactive, data-driven statements or custom correspondence that can be viewed on a smartphone, tablet, or desktop.

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For more informationwww.adobe.com/go/aemforms

Supported environments

Server platforms• Linux

• Microsoft Windows Server

• Oracle Solaris

• IBM AIX

Java EE–compliant application servers The Adobe Experience Manager solution includes an application server. Alternatively, it can be installed in the following:

• JBoss Application Server

• Oracle WebLogic Server

• IBM WebSphere Application Server

App environments• iOS

• Android

• Windows

Measure and optimizeOnce organizations have implemented digital forms and documents, continuously improving customer experiences is the key to maximizing conversion rates and satisfaction. Experience Manager Forms works with other Adobe Marketing Cloud solutions to measure form and document interactions and test, personalize and improve experiences. Integration with Adobe Analytics includes out-of-the-box reports that offer visualizations on how clients interact with forms and documents, including devices, browsers, time spent on individual form fields, drop-off rates, and more. The reports, updated in real time, allow business users and analysts to drill down into details and see where more information or better design might improve outcomes. Business users can test new forms and documents by leveraging the A/B testing capability in Adobe Target. They can choose target audiences for each version, monitor the test, and automatically publish better-performing versions. Using the experience targeting feature of Adobe Target, business users can insert personalized and dynamic content into forms and documents, engaging customers and creating new cross-sell opportunities.

Form and document protectionCompromising sensitive information can damage an organization’s reputation, compliance posture, or competitive position. Yet to succeed in today’s global economy, government agencies and businesses need to exchange sensitive digital information efficiently and securely with clients, business partners, or their own employees—24x7. Developing information risk management strategies allows organizations to understand and prioritize risk in a consistent and repeatable way, and target solutions that map risk profiles to protection levels. Document security must be a key pillar of any organization’s information risk management strategy.

The Document Security add-on for Adobe Experience Manager Forms is an information-centric solution that proactively protects and controls sensitive information contained in PDF and Microsoft Office documents based on business policy—regardless of where the information resides or flows—for its entire life cycle. Detailed audit trails and integration with the Data Workbench capability in Adobe Analytics allows organizations to visually track document usage around the globe and take decisive action based on real-time data.

The Document Security add-on for Adobe Experience Manager allows an organization with sensitive information to:

• Match policies to the sensitivity level of data

• Protect common document files

• Streamline document protection and consumption

• Store protected documents

• Track all actions taken on protected information

• Strengthen document protection with real-time visual analysis

About Adobe Experience Manager Adobe Experience Manager, part of Adobe Marketing Cloud, allows marketers and developers to design, manage, and deliver customer-facing digital experiences across every channel—web, mobile, social, video, and in-store. The solution spans web content management, digital asset management, mobile apps, social communities, forms and documents, and commerce. Adobe Experience Manager integrates with other Adobe Marketing Cloud solutions, allowing businesses to use analytics to deliver targeted content to identified segments and transform static content into engaging, personalized experiences—optimizing lead generation and accelerating revenue.