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TeamSkill2  
Team Skill 2 IOSS Understanding User and Stakeholder Needs
Updated Oct 3, 2010 by scottle...@gmail.com


UNDERSTANDING USER AND STAKEHOLDER NEEDS

This is the summary of user needs as collected from interviews from relevant stakeholders including representatives from users(requester), IT personnel, and sourcing personnel.

Common perspectives for all customers:

  • Quick completion of software installation process
  • Ease of use at all incremental process steps
  • Easy/quick training process
  • Provide a list of responsible people for each step if additional contact is necessary
  • Provide instructions and training material to show the process flow and responsibilities of each involved party
  • Automated process steps
  • Online web based system

From end-user (requester) perspective:

  • Faster response from IT and Buyers
  • Ability to check on request status with out having to manually track down other people
  • Provide a list of ready to install applications
  • Provide list of alternative software if a specific request is rejected
  • New system training < 1 Day, online interface preferred
  • Faster cycle time

From IT personnel perspective:

  • Facilitate faster responses from the buyer
  • Enable automatic status updates
  • Automatically link the request progress to the time to handle the request, document process flow trail
  • Automatically record the process flow into a database
  • Allow requester access to the progress timeline
  • Check for duplicate requests that may not need additional approval to process the request
  • Automatically filter request for keywords that indicate there may be an important or specially licensed software that requires manual handling
  • All standard or non restricted requests should be handled by a fully automated process
  • IT personnel training shall be < 1 week
  • Training documentation to provide details on each possible workflow process
  • Expected 50% time/effort reduction for IT personnel

From Sourcing perspective:

  • Require minimal sourcing/buyer involvement
  • Automatically provide purchase updates to requester
  • Manage requests for ease of handling and look up
  • Standardize format of requests so that only a PO needs to be cut
  • Automatically request approval from management when required
  • Training < 1 week

The Analysis of Interview

Common reoccurring features between the different actors interviewed highlight the overall common need the new system must fulfill. These common needs shall be the highest priority in developing the system features. Following is a list of the other needs and their rank as interpreted from the interviews and approved by the stakeholders.

Ranked Features Table

Use-Cases Table

Comment by gcis...@gmail.com, Oct 9, 2010

Have you conduct a workshop to vote for features? In the use cases table, you use "user" as one of the actors. However, you haven't defined it in team skill 1. Also, "user" is inappropriate, because everyone who uses the system can be called "user". So, keep consistent with team skill 1. And use cases are a little over detailed, you can re-organize them. 9/10

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