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! GEICO GEI CO ✓ insurance and great commercials ✓ leader in the technology space ✓ IT Cent nter er of Excelle ellence nce here in India ianap napoli olis is center of it all DMI DMI ✓ activ ively ely growing ing Cent nter er of Excelle cellence
Agenda • Speaker Intro • Takeaways • Lifecycle of a Business Analyst • Background • Actual Story Example • Activity! • Takeaways (again!) For use with financial professional only. Not for public distribution. is the marketing name for the companies of OneAmerica | OneAmerica.com 3
Josh Billman • Business Analyst @ OneAmerica • Previously… – Product Owner&Manager @ Angie’s List – Sales and Operations Leader @ Angie’s List • Avid Product & Business Analysis learner • Love to “build cool products” For use with financial professional only. Not for public distribution. is the marketing name for the companies of OneAmerica | OneAmerica.com 4
Takeaways • Find the methods that work for you and your situation • PEOPLE, Process, Technology (feel the pain!) • Empathy and understanding (Gemba Walk) • Relationships are key For use with financial professional only. Not for public distribution. is the marketing name for the companies of OneAmerica | OneAmerica.com 5
Lifecycle of a Business Analyst (Josh’s Take) Pre-Concept, Best Practices, Industry Trends Meetings ! ☺ Meetings ! ☺ Ideation, Impact Mapping, Value Stream Meetings ! ☺ Mapping, Business Case, Roadmaps and more! Meetings ! ☺ Leadership and Stakeholder Buy-in/ Go-live, Go-live Issues/Fixes, Project Approval/Signoff, Budget Allocation, Closeout, Enhancements, Day 2 and more! Resource Requisition, Epics, User Stories (Mapping), Backlog, Requirement Docs and more! Meetings ! ☺ Meetings ! ☺ Execution/Development, Testing, Sprint Plannings/Reviews, Demos/Readouts, More Epics/Stories/Requirements! User Acceptance Testing (UAT), Organizational Meetings ! ☺ Change Management (OCM), Business Training and Documentation, Technical Production Documentation and more!
Lifecycle of a Business Analyst (Josh’s Take) Pre-Concept, Best Practices, Industry Trends Meetings ! ☺ Meetings ! ☺ Ideation, Impact Mapping, Value Stream Mapping, Business Case, Roadmaps and more! Meetings ! ☺ Leadership and Stakeholder Buy-in/ Go-live, Go-live Issues/Fixes, Project Approval/Signoff, Budget Allocation, Closeout, Enhancements, Day 2 and more! Resource Requisition, Epics, User Stories (Mapping), Backlog, Requirement Docs and more! Meetings ! ☺ Meetings ! ☺ Execution/Development, Testing, Sprint Plannings/Reviews, Demos/Readouts, More Epics/Stories/Requirements! User Acceptance Testing (UAT), Organizational Meetings ! ☺ Change Management (OCM), Business Training and Documentation, Technical Production Documentation and more!
For use with financial professional only. Not for public distribution. is the marketing name for the companies of OneAmerica | OneAmerica.com 8
Who likes talking about technology??? Business! IT Partners! Me! For use with financial professional only. Not for public distribution. is the marketing name for the companies of OneAmerica | OneAmerica.com 9
Real Example - Background • Business is evaluating what areas to improve in the coming year • Business enjoys talking about technology and solutioning • Variety of stakeholders across the business at varying levels • Coming off a project in the previous year that wasn’t as clear and transparent regarding scope and value For use with financial professional only. Not for public distribution. is the marketing name for the companies of OneAmerica | OneAmerica.com 10
Real Example - Approach • Find a common language that resonates to… – Build a shared understanding across all levels – Demonstrate the pain (twist the knife¹) – Level-set on scope – Get to the point • Develop the above from doing various Design Thinking stages… – Interviews – Gemba Walks (Shadowing) – Visual creation (diagram, prototype, etc) ¹Innovatemap’s Better Product Podcast For use with financial professional only. Not for public distribution. is the marketing name for the companies of OneAmerica | OneAmerica.com 11
Real Example! Telling a story For use with financial professional only. Not for public distribution. is the marketing name for the companies of OneAmerica | OneAmerica.com 12
Personas Icon on Persona ona it Represents 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 Ops-DB 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 needs. She mainly works out of the CRM system. CMS Represents the administrative system. System
Telling today’s 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.
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.
Telling today’s story 2 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. 1 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.
Telling today’s story Jeff does not know where his request is in the process or how much longer it should take to get his money Mail Dept. Scanning and Indexing Ops-DB Tim opens his next Jane stays informed of disbursement to work on, the status by checking on which is Jeff’s. He is following the workflow task or his procedure when he sees going to check in the an exception and knows it Admin system to see if needs to be reviewed by the there are details there client team. Tim routes the workflow task to the client team for review and approval.
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 Jane stays informed of client team on this case. the status by checking on the workflow task or CMS going to check in admin system to see if there are Sarah reviews Plan rules to ensure Jeff’s details there request meets proper criteria. She confirms it does, and routes the task back to Ops with approval confirmation.
Telling the story Jeff * still * does not know where his request is in the process or how much longer it should take to get his money Ops-DB Tim follows procedure to create and build the disbursement request in Jane stays informed of the admin system. Once the status by checking on complete, he updates the workflow task or CMS his task (in the workflow going to check in admin system) with where it system to see if there are stands in the process. Sarah stays informed by details there Tim has done all he checking the workflow needs to for this or admin systems request.
Telling the story 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 Ops-DB Tim stays informed by Jane stays informed of checking the workflow the status by checking on or admin system the workflow task or CMS going to check in the admin system to see if Sarah stays informed by there are details there checking the workflow or admin system
Today’s Story Recap • The Participant (Jeff) submits his request through outdated means, and never knows where it is at in the process until it’s done • Best Retirement Co. employees (Jane, Tim and Sarah) must check multiple systems to hunt around for the right information to see where the request is, or to process the request • There is little to no automation, with every piece requiring a manual touch (at least 5 in this example!) For use with financial professional only. Not for public distribution. is the marketing name for the companies of OneAmerica | OneAmerica.com 21
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