director it ecommerce program management and metrics fedex ... · pdf fileintegration into...

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

2February 4, 2010 Implementing visualization to drive quality.

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

4February 4, 2010Implementing visualization to drive quality.

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


Why Visualization at FedEx?

Massive text-based documents

Long complicated reviews

Written but not read

Steep learning curve

Open to interpretationp p


Long Requirements Session



Massive text-based documents

Long complicated reviews

Written but not read

Steep learning curve

Open to interpretationp p



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


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


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


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


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


Institutionalizing iRise at FedEx

Started an internal iRise User Group

Online Center of Excellence

Internal training and mentoring program


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


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


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)


– 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


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


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


Change Request Metric


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.


iRise components


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


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.


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)


Experience (Sales, CICs, Customers)

Questions?


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