Implementing visualization to drive quality. quality Scott Gillam Director IT eCommerce Program Management and Metrics FedEx Services Agenda What is visualization? Tool Acquisition eCommerce Adoption Enterprise Adoption Lessons learned Current State Implementing visualization to drive quality. February 4, 2010 2 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 sua at o = S Simulation u at o Implementing visualization to drive quality. February 4, 2010 3 What can be simulated? Web applications and Mobile applications MS Windows Wi d applications li ti 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 a te a ce o of e existing st g app applications cat o s Implementing visualization to drive quality. February 4, 2010 4 Implementation Timeline Requirements, Dev q , & Analysis Group formed E‐Commerce rollout Product evaluation 2/1/07 3/10/07 ‐ 10/18/07 10/27/07 ‐ 4/22/08 E‐Commerce usage Enterprise Adoption 4/23/08 ‐ 12/30/08 Purchase decision Enterprise purchase 10/20/07 12/31/08 Implementing visualization to drive quality. February 4, 2010 5 Why Visualization at FedEx? Massive text-based documents Long complicated reviews Written but not read Steep learning curve Open p to interpretation p Implementing visualization to drive quality. February 4, 2010 6 Long Requirements Session Implementing visualization to drive quality. February 4, 2010 7 Why Visualization at FedEx? Massive text-based documents Long complicated reviews Written but not read Steep learning curve Open p to interpretation p Implementing visualization to drive quality. February 4, 2010 8 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 g should be formatted with an alert icon followed by the error message. Other real life examples Lotus Notes MS Outlook Microsoft Access Implementing visualization to drive quality. February 4, 2010 9 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 – Requirements were evaluated, categorized, and prioritized – 120 requirements remained after this process 15 simulation/prototyping tools included in the evaluation Implementing visualization to drive quality. February 4, 2010 10 Phase 1 – Problem Identification/Evaluation Researched & graded each product All products d t assessed d against i t matrix ti iRise scored on average more than 10 times higher than any 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 Implementing visualization to drive quality. February 4, 2010 11 Phase 2 – Evaluation Pilot FedEx.com Shipping – creation of a customized interface for the specific needs of the APAC Market. 24x7 access Improved communication Facilitated collaboration Reduced ambiguity Streamlined updates Improved speed to market *Featured in CIO Magazine September 23, 2009 Implementing visualization to drive quality. February 4, 2010 12 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 g need to imagine g the discussed item separately, 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 Implementing visualization to drive quality. February 4, 2010 13 Institutionalizing iRise at FedEx Started an internal iRise User Group Online Center of Excellence Internal training and mentoring program Implementing visualization to drive quality. February 4, 2010 14 Institutionalizing iRise at FedEx Incorporated iRise usage into our Governance process Incorporated I d iRise iRi simulation i l i activities i i i into i PM process Weekly reporting on iRise usage Implementing visualization to drive quality. February 4, 2010 15 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 Implementing visualization to drive quality. February 4, 2010 16 Enterprise Assessment eCommerce Success Enterprise pilots conducted Enterprise interest – Outbound Clearance system y ((Brazil)) – Customer Service workbench – Customs Broker interface Developed p a formal Business case Enterprise purchase December 2008 Formed Enterprise Adoption Team Used on 200+ projects Trained 400+ people in the US - 2009 – – – – – “In my last project I had several change requests that could have been avoided if we would have had a simulation for people to review. “ Sr. BSA FedEx Ground FedEx Express FedEx Freight FedEx Services FCIS Regional training is complete – – – – EMEA – (30 modelers) APAC – (80+ modelers) LAC – (20+ modelers) CA – (30+ modelers) Implementing visualization to drive quality. February 4, 2010 17 Challenges Just another thing to do! Resistance to change Not a code generation tool Learning curve varies by individual Developing quantifiable business case Not jjust for Executive reviews Desire to opt-out “Speed “S d att which hi h requirements i t can be b gathered th d is i far f faster f t due d to t visualization. With prototyping, it takes 2-3 days in between sessions to wait for updates.” – Sr. Trade Customs Advisor – FedEx Express Implementing visualization to drive quality. February 4, 2010 18 Best Practices Figure out what you need before you look at a tool Gain 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 Implementing visualization to drive quality. February 4, 2010 19 Best Practices Simulations mandatory where applicable iRise must be incorporated into software development lifecycle Capture quantitative and qualitative data – – – – 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 Implementing visualization to drive quality. February 4, 2010 20 Change Request Metric Implementing visualization to drive quality. February 4, 2010 21 Current Implementation iRise Products iRise Definition Center v7.2 iRise Studio Enterprise p v7.2 iRise Reader v7.2 5 Production Definition Center Instances 3 - U.S. 2 - APAC Usability Instance (TBD – Q2) Enterprise Adoption Team formed COI Champions under each VP Used on 300+ p projects j Approximately 800 Users* Training across the United States and Regions iRise Basic Modeling iRise Intermediate iRise for Managers course (in development) Brown bag sessions ongoing. “Before “B f we worked k d 10 hours a day for 2 weeks and we didn’t get close to what we did in 2 days y here [iRise - requirement elicitation session].” - Sr Brokerage Advisor – FedEx Express *Comprised of Simulation Modelers and Simulation Reviewers. Implementing visualization to drive quality. February 4, 2010 22 iRise components Implementing visualization to drive quality. February 4, 2010 23 Integration into Global Development Process Phase 1 C Concept t Usability Phase 2 D fi iti Definition Training Aid Phase 3 D i Design Phase 4 D Development l t Requirements Elicitation Implementing visualization to drive quality. February 4, 2010 Phase 5 L Launch h Concept/Feasibility 24 How FedEx uses iRise Concept / Project Feasibility Digital User Experience Ideas and concepts are flushed out early in the phase for business justification. Exploratory simulations are used for innovation and to explore business concepts. Marketing Conceptual simulations can lead to scoping changes of conceptual or proposed features. features IT Requirements Elicitation Simulations for approved projects are used for requirements elicitation during Definition and Planning. Marketing Analysts or dedicated Simulation Modelers can create simulations simulations. IT – Business Analysts Analysts, iRise Modelers, Developers Iterative and incremental review/work sessions are conducted for simulations and requirements documents. Brand and Legal Implementing visualization to drive quality. February 4, 2010 25 How FedEx uses iRise cont. Creation of Training materials Training dept personnel work with Marketing to develop both internal and external training material. Training Marketing reviews training and sends Corporate Communications updates on new features that will be released. Marketing Business Analysts review training material for accuracy accuracy. Business Analysts Usability Studies Marketing and the Digital User Experience team conduct both internal and external usability studies to optimize development of new features. Marketing IT – Business Analysts, iRise Modelers Analysts/modelers create simulations for usability and also participate in sessions. Users include Sales, CICs, and FedEx Customers Digital User Experience Implementing visualization to drive quality. February 4, 2010 Users (Sales CICs, (Sales, CICs Customers) 26 Questions? Implementing visualization to drive quality. February 4, 2010 27
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