people-focused storytelling - putting the people back … · ideation, impact mapping, value stream...

PEOPLE-FOCUSED

STORYTELLING - PUTTING

THE PEOPLE BACK INTO

YOUR PROCESS AND

TECHNOLOGY

JOSH BILLMAN

THANK YOU TO OUR GOLD SPONSORS!

✓ insurance and great commercials

✓ leader in the technology space

✓ IT Center of Excellence here in

Indianapolis is center of it all

✓ actively growing Center of

Excellence

GEICO

DMI

For use with financial professional only. Not for public distribution.

3is the marketing name for the companies of OneAmerica | OneAmerica.com

• Speaker Intro

• Takeaways

• Lifecycle of a Business Analyst

• Background

• Actual Story Example

• Activity!

• Takeaways (again!)

Agenda



• 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”

Josh Billman



• Find the methods that work for you and your situation

• PEOPLE, Process, Technology (feel the pain!)

• Empathy and understanding (Gemba Walk)

• Relationships are key

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!

Meetings! ☺

Meetings! ☺

Pre-Concept,

Best Practices,

Industry Trends

Meetings! ☺

Meetings! ☺

Meetings! ☺

Meetings! ☺

Meetings! ☺







more!









Meetings! ☺

Lifecycle of a Business Analyst (Josh’s Take)

8


is the marketing name for the companies of OneAmerica | OneAmerica.com

9



Who likes talking about technology???

Business!

IT Partners!

Me!



• 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

Real Example - Background



• 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)

Real Example - Approach

¹Innovatemap’s Better Product Podcast

12



Real Example! Telling a story

Icon Persona it Represents

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 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.

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


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


Jeff does not know where his request is in the process

or how much longer it should take to get his money

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.


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.




going to check in admin

system to see if there are

details there

Ops-DB

CMS

Sarah stays informed by

checking the workflow

or admin systems

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




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

or how much longer it should take to get his money

Ops-DB

CMS

Sarah stays informed by


or admin system

Telling the story




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


or admin system



• 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!)

Today’s Story Recap

Telling the future storyJeff 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


Jeff stays informed by receiving an email letting

him know work has begun on his request


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.


Jeff awaits the next update from Best Retirement Co.




updated by the new

workflow system

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 case

back to Ops with approval confirmation.


Jeff receives an email letting him know his request

has been approved and is now pending processing




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

process. Tim has done

all he needs to for this

request.


Jeff receives an email letting him know his request

has been processed and proper time expectations

on when the receiving institution will receive the

money




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




• Small transparency updates through email greatly improve

the Participant experience and reduce potential callbacks

• Basic integrations between the CRM and workflow system

give the right information to the right employee in one

system versus multiple

• Simple automations for routing and information presentation

make employee’s lives simpler and increase efficiency (and

can completely remove steps)

Future Story Recap

30



Activity!!7-10 Minutes



• In pairs or groups of three:

– 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

• Choose a process from your current organization

• Try one from a common real-world scenario

– 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! ☺







more!









Meetings! ☺




Roadmap

https://app.prodpad.com/products/50f336e0-1f1d-11e9-8e1d-f3dc602ed8f2/roadmap

Pre-Concept,

Best Practices,

Industry Trends

Meetings! ☺

Meetings! ☺

Meetings! ☺

Meetings! ☺

Meetings! ☺







more!









Meetings! ☺




Story Map



• Find the methods that work for you and your situation

• PEOPLE, Process, Technology (feel the pain!)

• Empathy and understanding (Gemba Walk)

• Relationships are key

Takeaways

38



Thank you!

linkedin.com/in/joshbillman twitter.com/jkbillman buildcoolproduct.info

[email protected]

HTTP://WWW.CENTRAL-INDIANA.IIBA.ORG

THANK YOU

http://www.central-indiana.iiba.com/



1. Innovatemap Better Product Podcast -

https://innovatemap.com/podcast/

Sources

https://innovatemap.com/podcast/

41



Icon Persona it Represents

Personas

people-focused storytelling - putting the people back … · ideation, impact mapping, value stream...

Documents