ST STOR ORYTEL TELLING LING - PUT UTTING TING THE HE PEOPLE LE - - PowerPoint PPT Presentation
PEOP OPLE LE-FOCUSED OCUSED ST STOR ORYTEL TELLING LING - PUT UTTING TING THE HE PEOPLE LE BACK K INTO O YOU OUR R PROC OCESS SS AND D TEC ECHNOL HNOLOG OGY JOSH BILLMAN THA HANK NK YOU U TO OUR R GO GOLD LD SPONSORS!
PEOP OPLE LE-FOCUSED OCUSED ST STOR ORYTEL TELLING LING - PUT UTTING TING THE HE PEOPLE LE BACK K INTO O YOU OUR R PROC OCESS SS AND D TEC ECHNOL HNOLOG OGY
JOSH BILLMAN
THA HANK NK YOU U TO OUR R GO GOLD LD SPONSORS! ONSORS!
✓ insurance and great commercials ✓ leader in the technology space ✓ IT Cent nter er of Excelle ellence nce here in India ianap napoli
✓ activ ively ely growing ing Cent nter er of Excelle cellence
Agenda
– Product Owner&Manager @ Angie’s List – Sales and Operations Leader @ Angie’s List
Josh Billman
Takeaways
Lifecycle of a Business Analyst (Josh’s Take)
Pre-Concept, Best Practices, Industry Trends
Meetings! ☺
Meetings! ☺
Meetings! ☺
Meetings! ☺
Meetings! ☺
Ideation, Impact Mapping, Value Stream Mapping, Business Case, Roadmaps and more! Leadership and Stakeholder Buy-in/ Approval/Signoff, Budget Allocation, Resource Requisition, Epics, User Stories (Mapping), Backlog, Requirement Docs and more! Execution/Development, Testing, Sprint Plannings/Reviews, Demos/Readouts, More Epics/Stories/Requirements! User Acceptance Testing (UAT), Organizational Change Management (OCM), Business Training and Documentation, Technical Production Documentation and more! Go-live, Go-live Issues/Fixes, Project Closeout, Enhancements, Day 2 and more!
Pre-Concept, Best Practices, Industry Trends
Meetings! ☺
Meetings! ☺
Meetings! ☺
Meetings! ☺
Meetings! ☺
Ideation, Impact Mapping, Value Stream Mapping, Business Case, Roadmaps and more! Leadership and Stakeholder Buy-in/ Approval/Signoff, Budget Allocation, Resource Requisition, Epics, User Stories (Mapping), Backlog, Requirement Docs and more! Execution/Development, Testing, Sprint Plannings/Reviews, Demos/Readouts, More Epics/Stories/Requirements! User Acceptance Testing (UAT), Organizational Change Management (OCM), Business Training and Documentation, Technical Production Documentation and more! Go-live, Go-live Issues/Fixes, Project Closeout, Enhancements, Day 2 and more!
Lifecycle of a Business Analyst (Josh’s Take)
Who likes talking about technology???
Business! IT Partners! Me!
year
and transparent regarding scope and value
Real Example - Background
– Build a shared understanding across all levels – Demonstrate the pain (twist the knife¹) – Level-set on scope – Get to the point
– Interviews – Gemba Walks (Shadowing) – Visual creation (diagram, prototype, etc)
Real Example - Approach
¹Innovatemap’s Better Product Podcast
Real Example! Telling a story
Icon
Persona
esents Jeff is a Participant in a 401K plan. He never setup an online account to check in and see how his money is doing. Jeff stays up to date on his account/balance by using the monthly statements he receives in the mail. Jane is an agent in the Call Center. She fields calls during her shift from Participants inquiring about various details of their retirement accounts. She mainly works out of her Customer Relationship Management (CRM) system for customer information and call tracking details. Tim is a Processor in Operations on the Disbursements (money out of a personal retirement account) team. He focuses on processing disbursement requests. Tim spends time in his workflow system and the administrative system to create and review transactions. Sarah ah is a Plan Manager on the client-facing team. Sarah services clients (ex. A company with a 401K plan for their employees) throughout the year for various
Represents the administrative system.
Personas
Ops-DB CMS System
Jeff the Participant is ready to take money out of his retirement account. He knows his company’s retirement plan is with Best Retirement Co., but has no idea how to start the process. He Googles Best Retirement Co. and finds a number to call.
Telling today’s story
Telling today’s story
Jeff the Participant Jane’s phone rings and it is Jeff, who is ready to take money out of his retirement account. He knows he wants to roll over his money to another institution, and has his account details ready.
Jeff checks his email and opens up the PDF. He prints it out, physically signs the form, and takes it to his work to fax it in because he doesn’t have a fax machine at home. Jane enters a few pieces of data into a fillable PDF form for Jeff and sends him an email to complete the rest of the form. Jane tells Jeff he can email, fax, or mail the form back to Best Retirement Co. She will log details of the call in the CRM for future reference. 1 2
Telling today’s story
Jeff does not know where his request is in the process
Jane stays informed of the status by checking on the workflow task or going to check in the Admin system to see if there are details there
Ops-DB
Tim opens his next disbursement to work on, which is Jeff’s. He is following his procedure when he sees an exception and knows it needs to be reviewed by the client team. Tim routes the workflow task to the client team for review and approval.
Telling today’s story
Mail Dept. Scanning and Indexing
Telling the story
Jeff does not know where his request is in the process or how much longer it should take to get his money
Ops-DB
Tim awaits action from the client team on this case.
CMS
Sarah reviews Plan rules to ensure Jeff’s request meets proper criteria. She confirms it does, and routes the task back to Ops with approval confirmation. Jane stays informed of the status by checking on the workflow task or going to check in admin system to see if there are details there
Ops-DB CMS
Sarah stays informed by checking the workflow
Tim follows procedure to create and build the disbursement request in the admin system. Once complete, he updates his task (in the workflow system) with where it stands in the process. Tim has done all he needs to for this request.
Telling the story
Jane stays informed of the status by checking on the workflow task or going to check in admin system to see if there are details there Jeff *still* does not know where his request is in the process
Ops-DB CMS
Sarah stays informed by checking the workflow
Telling the story
Jane stays informed of the status by checking on the workflow task or going to check in the admin system to see if there are details there Jeff finds out the institution he is rolling his money over to received the funds when he receives an email from them to let him know Tim stays informed by checking the workflow
means, and never knows where it is at in the process until it’s done
check multiple systems to hunt around for the right information to see where the request is, or to process the request
manual touch (at least 5 in this example!)
Today’s Story Recap
Telling the future story
Jeff the Participant is ready to take money out of his retirement account. He knows his company’s retirement plan is with Best Retirement Co., but has no idea how to start the process. He Googles Best Retirement Co. and finds a number to call.
Jeff the Participant Jane’s phone rings and it is Jeff, who is ready to take money out of his retirement account. He knows he wants to roll over his money to another institution, and has his account details ready.
Telling the future story
Jeff completes a secure login through DocuSign and finalizes the form, keeping a copy for his records Jane enters all of the required information into her new workflow system for Jeff and sends him an email to obtain his signature. 1 2
Telling the future story
Jeff stays informed by receiving an email letting him know work has begun on his request Jane stays informed of the status of the case through her CRM which is updated by the new workflow system
Ops-DB
Tim opens his next disbursement to work on, which is Jeff’s. He is following his procedure when he sees an exception and knows it needs to be reviewed by the client team. Tim routes the workflow case to the client team for review and approval.
Telling the future story
Jeff awaits the next update from Best Retirement Co. Jane stays informed of the status of the case through her CRM which is updated by the new workflow system
Ops-DB
Tim awaits action from the client team
CMS
Sarah reviews Plan rules to ensure Jeff’s request meets proper criteria. She confirms it does, and routes the case back to Ops with approval confirmation.
Telling the future story
Jeff receives an email letting him know his request has been approved and is now pending processing Jane stays informed of the status of the case through her CRM which is updated by the new workflow system
Ops-DB CMS
Sarah stays informed through the CRM system Tim follows procedure to create and build the distribution request in the admin system. Once complete, he updates his workflow case with where it stands in the
all he needs to for this request.
Telling the future story
Jeff receives an email letting him know his request has been processed and proper time expectations
money Jane stays informed of the status of the case through her CRM which is updated by the new workflow system
Ops-DB CMS
Sarah stays informed through the CRM Processing on all transactions has been completed, and the system automatically updates the case to the final step Tim stays informed through the workflow system as needed
Telling the future story
the Participant experience and reduce potential callbacks
give the right information to the right employee in one system versus multiple
make employee’s lives simpler and increase efficiency (and can completely remove steps)
Future Story Recap
7-10 Minutes
– Take the blank page and create your own personas – Name them and think of a quick backstory (department and pain) – Map out a current-state process and highlight pain points
– Boarding an airplane (flyer, curbside baggage check, ticket desk, security, etc) – Arriving and eating at a restaurant
– Prepare to share!
Activity
Pre-Concept, Best Practices, Industry Trends
Meetings! ☺
Meetings! ☺
Meetings! ☺
Meetings! ☺
Meetings! ☺
Ideation, Impact Mapping, Value Stream Mapping, Business Case, Roadmaps and more! Leadership and Stakeholder Buy-in/ Approval/Signoff, Budget Allocation, Resource Requisition, Epics, User Stories (Mapping), Backlog, Requirement Docs and more! Execution/Development, Testing, Sprint Plannings/Reviews, Demos/Readouts, More Epics/Stories/Requirements! User Acceptance Testing (UAT), Organizational Change Management (OCM), Business Training and Documentation, Technical Production Documentation and more! Go-live, Go-live Issues/Fixes, Project Closeout, Enhancements, Day 2 and more!
Lifecycle of a Business Analyst (Josh’s Take)
Roadmap
Pre-Concept, Best Practices, Industry Trends
Meetings! ☺
Meetings! ☺
Meetings! ☺
Meetings! ☺
Meetings! ☺
Ideation, Impact Mapping, Value Stream Mapping, Business Case, Roadmaps and more! Leadership and Stakeholder Buy-in/ Approval/Signoff, Budget Allocation, Resource Requisition, Epics, User Stories (Mapping), Backlog, Requirement Docs and more! Execution/Development, Testing, Sprint Plannings/Reviews, Demos/Readouts, More Epics/Stories/Requirements! User Acceptance Testing (UAT), Organizational Change Management (OCM), Business Training and Documentation, Technical Production Documentation and more! Go-live, Go-live Issues/Fixes, Project Closeout, Enhancements, Day 2 and more!
Lifecycle of a Business Analyst (Josh’s Take)
Story Map
Takeaways
Thank you!
linkedin.com/in/joshbillman twitter.com/jkbillman buildcoolproduct.info
INBADD@CENTRAL-INDIANA.IIBA.ORG HTTP://WWW.CENTRAL-INDIANA.IIBA.ORG
https://innovatemap.com/podcast/
Sources
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