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Implementing visualization to drive qualityImplementing visualization to drive quality.
Scott GillamDirector ITeCommerce Program Management and MetricsFedEx Services
Agenda
What is visualization?What is visualization?
Tool Acquisition
eCommerce Adoption
Enterprise AdoptionEnterprise Adoption
Lessons learned
Current State
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What is visualization?
Dynamic, fully functional representations of a future state business application that look, feel and work like the applications they represent.
Enable business and technology stakeholders to test-drive without having to spend development cycles
Visualization = Simulation3February 4, 2010 Implementing visualization to drive quality.
sua at o S u at o
What can be simulated?
Web applications and Mobile applications
MS Wi d li tiMS Windows applications
Mainframe applications (3270, 5250, etc.)
IVR and VRU applications
Simulations are created for new “green-field” application initiatives
Simulations are also created for enhancements and maintenance of existing applicationsa te a ce o e st g app cat o s
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Implementation Timeline
Requirements, Devq ,& Analysis Group formed
Product evaluationE‐Commerce
rolloutEnterpriseAdoption
E‐Commerce usage
2/1/07 3/10/07 ‐ 10/18/07 4/23/08 ‐ 12/30/0810/27/07 ‐ 4/22/08
Purchase decision10/20/07
Enterprise purchase12/31/08
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Why Visualization at FedEx?
Massive text-based documents
Long complicated reviews
Written but not read
Steep learning curve
Open to interpretationp p
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Long Requirements Session
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Why Visualization at FedEx?
Massive text-based documents
Long complicated reviews
Written but not read
Steep learning curve
Open to interpretationp p
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Why Visualization at FedEx?
Requirements text Actual error message screen
1. Display an error to the user when something bad happens.
2. The Error message should be formatted with an galert icon followed by the error message.
Other real life examples
Lotus Notes Microsoft Access MS Outlook
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Phase 1 – Problem Identification
Fall 2007– Requirements process wasn’t working– Formed a dedicated Requirements team– Conducted needs analysis
Root cause analysis of requirements deficiencies led to Simulation need
– Created requirements matrix for the extensive software evaluation– Created requirements matrix for the extensive software evaluation– Requirements were evaluated, categorized, and prioritized– 120 requirements remained after this process
15 simulation/prototyping tools included in the evaluation
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Phase 1 – Problem Identification/Evaluation
Researched & graded each product
All d t d i t t iAll products assessed against matrix
iRise scored on average more than 10 times higher than any other productany other product
iRise tool selected for eCommerce
SnagIt, GUI Design Studio, MockupScreens, Lucid Spec, EasyPrototype, DreamWeaver, Microsoft Expressions, Axure RP, Profesy, Doors, liveStoryBoard, Altia Design, DefineIT, Serena Dimensions Composer
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Composer
Phase 2 – Evaluation Pilot
FedEx.com Shipping – creation of a customized interface for the specific needs of the APAC Market.
24x7 access24x7 access
Improved communication
Facilitated collaboration
Reduced ambiguity
Streamlined updates
Improved speed to market
*Featured in CIO MagazineSeptember 23, 2009
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Phase 3 – Product Acquisition
Documented feedback from all stakeholders of pilot
Socialized pilot results with Executive Management
Developed a formal recommendation to proceed with the purchase
“I do think it is a very useful tool to confirm requirement effectively. With the tool, we no longer need to imagine the discussed item , g gseparately, but can go through all different scenarios and adjust the changes interactively. I'm looking forward this tool will be used in all other EC projects very soon!” – APAC Marketing Analyst
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Institutionalizing iRise at FedEx
Started an internal iRise User Group
Online Center of Excellence
Internal training and mentoring program
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Institutionalizing iRise at FedEx
Incorporated iRise usage into our Governance process
I d iRi i l i i i i i PMIncorporated iRise simulation activities into PM process
Weekly reporting on iRise usage
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eCommerce Success Stories
Rating Shipping Online Acct Reg FedEx Ship Mgr FedEx Mobile
“If you had to conceptualize an interface this complex, you would be floundering – it [iRise] took that floundering away.” – Technical Fellow
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Enterprise Assessment
eCommerce Success Enterprise interestEnterprise pilots conducted
– Outbound Clearance system (Brazil) “In my last project I had several y ( )
– Customer Service workbench
– Customs Broker interface
Developed a formal Business case
change requests that could have been avoided if we would have had a simulation for people to review. “ Sr. BSAp
Enterprise purchase December 2008Formed Enterprise Adoption TeamUsed on 200+ projectsTrained 400+ people in the US 2009Trained 400+ people in the US - 2009
– FedEx Ground– FedEx Express– FedEx Freight– FedEx Services
FCIS– FCIS
Regional training is complete – EMEA – (30 modelers)– APAC – (80+ modelers)– LAC – (20+ modelers)
CA (30+ modelers)
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– CA – (30+ modelers)
Challenges
Just another thing to do!
Resistance to change
Not a code generation tool
Learning curve varies by individualLearning curve varies by individual
Developing quantifiable business case
Not just for Executive reviewsj
Desire to opt-out
“S d t hi h i t b th d i f f t d t“Speed at which requirements can be gathered is far faster due to visualization. With prototyping, it takes 2-3 days in between sessions to wait for updates.” – Sr. Trade Customs Advisor – FedEx Express
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Best Practices
Figure out what you need before you look at a tool
Gain Executive sponsorship before you startGain Executive sponsorship before you start
Ensure the appropriate stakeholders are involved
Eval team must be product champions, should include Management– Must be passionate about the need to improve requirements
“On our project [iRise], conservatively saved us 50% of the requirements cycle.” – Business Applications Advisor – FedEx Express
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Best Practices
Simulations mandatory where applicable
iRise must be incorporated into software development lifecycle
Capture quantitative and qualitative dataReduction in Defects software and requirements– Reduction in Defects – software and requirements
– Reduction in Change requests– Improvement in stakeholder satisfaction– Reduction in the development of training material
“Compared to Business Requirements elicitation before [iRise] – there is no comparison, this is much better.” - Customs Brokerage Director – FedEx Trade Networks Canada
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Change Request Metric
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Current Implementation
iRise ProductsiRise Definition Center v7.2iRise Studio Enterprise v7.2 “B f k d 10piRise Reader v7.2
5 Production Definition Center Instances3 - U.S.2 - APAC
“Before we worked 10 hours a day for 2 weeks and we didn’t get close to what we did in 2 days
Usability Instance (TBD – Q2)Enterprise Adoption Team formed
COI Champions under each VPUsed on 300+ projects
yhere [iRise - requirement elicitation session].” - Sr Brokerage Advisor –FedEx Expressp j
Approximately 800 Users*Training across the United States and Regions
iRise Basic ModelingiRise Intermediate
FedEx Express
iRise for Managers course (in development)Brown bag sessions ongoing.
*Comprised of Simulation Modelers and Simulation Reviewers.
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iRise components
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Integration into Global Development ProcessPhase 2
D fi itiPhase 5L h
Phase 3D i
Phase 1C t
Phase 4D l tDefinition LaunchDesignConcept Development
Usability Training Aid Requirements Elicitation Concept/Feasibility
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How FedEx uses iRise
Digital User Experience
Concept / Project FeasibilityIdeas and concepts are flushed out early in the phase for business justification.
Marketing
ExperienceExploratory simulations are used for innovation and to explore business concepts.
Conceptual simulations can lead to scoping changes of conceptual or proposed features
IT
conceptual or proposed features.
Requirements Elicitation
IT Business Analysts iRise
Marketing
Requirements ElicitationSimulations for approved projects are used for requirements elicitation during Definition and Planning.
Analysts or dedicated Simulation Modelers can create simulations IT – Business Analysts, iRise
Modelers, Developers
Brand and Legal
simulations.
Iterative and incremental review/work sessions are conducted for simulations and requirements documents.
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Brand and Legal
How FedEx uses iRise cont.
Creation of Training materialsTraining dept personnel work with Marketing to develop both internal and external training material.
Marketing reviews training and sends Corporate Communications updates on new features that will be released.
Business Analysts review training material for accuracy
Training Marketing
Business Analysts review training material for accuracy.
Usability Studies
Business Analysts
Usability StudiesMarketing and the Digital User Experience team conduct both internal and external usability studies to optimize development of new features.
Analysts/modelers create simulations for usability and
IT – Business Analysts, iRise Modelers
Marketing
Analysts/modelers create simulations for usability and also participate in sessions.
Users include Sales, CICs, and FedEx CustomersDigital User Experience
Users(Sales CICs Customers)
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Experience (Sales, CICs, Customers)
Questions?
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