The position: Product Owner / IT Business Analyst

Author: Peter Bielik

A contant:

1. Collection of customer needs (Voice of customer-VOC)

2. The presentation of VOC results to our team

3. The presentation of beta products to the client

4. Taking part on testing on the client’s site

On-line Insurance selling

The collection of VOC:The Target: Identifing the customer needs/ behaviour and to define CTQ(S) and the importance for the customer Creating an inquiry for clients using the specific questions relating to the online insuranceTo whom: Existing/ Potential new customers, existing insurance companiesThe methods: A call survey, a free Surveymonkey, a focus group, a survey from fairs, segmentations of customer

1. Collection of VOC (Voice of customer/market/technology):

Analyzing existing providers of on-line Insurance, (the best on-line shop/bank) The Target: Identifing weakness of existing on-lines portalsThe methods: An competitor analysis, a SWOT analysis, a personal buying on-line insurance

The outcome of the customer needs:TOP 10 expected needs from the customer in the measurable targets (for an instance: buying on-line insurance within 2 minutes, buying insurance in maximum 2 clicks, sending a contract to my an in-box in 30 minutes, The cost of insurance for travelling maximum 2 euros/ day, etc.,....)

1.1

1.2

The target: to inform our team what are the real needs of the customer in measurable targets to get a feedback from our team to incorporate the customer needs to a beta products

To whom: IT team, sale, key account managers, management, project manager, (Insurance companies)The methods: The effort & impact analysis, the cost of work, project managent

2, The presentation of VOC results to our team

The outcome of the presentation:Defining an action plan with timetable: what to do

On-line Insurance selling

The Target: to present the final beta products to present the benefits of this product to the client

To whom: The Insurance companies The methods: The Online demonstrative presentation + the collection of experience/feedback (VOC)

3, The presentation of beta products to the client

The outcome of the presentation:To get the feedback from the customer about the online application

On-line Insurance selling

Taking part of testing on the customer’s site:The Target: To discover any behaviour of the tested application by the customers ( the insurance companies) To help people to navigate them in the application Physically collecting any feedback from using this application (listening any „words from users“)

To whom: The users The methods: The collection of experience/feedback (VOC), a personal care about users

4, Being as a member of testing’s team on client’s site

The outcome of testing on client’s site:To get the real insight on what is/ was going on

On-line Insurance selling

An example for the insurance for the lost mobile phone

1. The first step: to define for who is this product (Scope in/out of product) + the Scope of project

• For students• For enmployed people• For pensioners

Scope IN

• For OrganizationScope OUT

2. To create a VOC through the SurveyMonkey in order to get a market overview (in the internet + in general) (Maximum10 the set of questions, N=385 people, 10 % errors)

+ Project Management

The Students (30%)

The Pensioners (10%)

The employed people (60%)

Customer segmentation by an enmployment status

Potential product~The customer needs

Lose of a mobile 70%

Lose of key 10%

Lose of ID 20%

• VOC (The SurveyMonkey)• Involvement of the real customers

• No the insurance of the mobile phone in abroad

The product’s view:

The project’s view:

75%25%

The usage of internetThe outcome:

3. The second run of VOC on the product for the lost mobile phone (WHY: to find out attractiveness of this product)

An example for the insurance for the lost mobile phone

YES 60%

The lost mobile phones

Maybe 10%

NO 30%YES 60%

The price for the insurance

5-10 € 60%

1-5 € 15%

10-15 € 25%The Insurance of the lost mobile phone

Yes 70%

Maybe 10%

NO 20%

Attributies of the product:• Insurance in SR+ abroad• Insurance against lose • The valid insurance for the lost

mobile phone 1x/ year• Payments for insurance: yearly,

An example for the insurance for the lost mobile phone

4. to find any similar product on the markets and make comperison (Competitor analysis)

Competition Comparison

Price 10 €/ year

Insur. (Abroad/SR)

Insur. Lose

The yearly price

Competitor 1 Competitor 2Competitor 3

Competitor 1

+++-- - 0The needs

Competitor 2 Competitor 3

5. Create a business model for the product 6. Verification of the product by clients+ create a beta product (a wizard of process/ window, ..)

Process

The beta product

KPI

QualityDesign of windows

Cost

Testing Agile Development

Customer service

Back up

Product owner and Business analyst (Product Development) in company

2Design/ Collection of Voice of customer/ Voice of market/ Benchmarking:

Request ZRequest Y

Request XInternal/ External customer

Prioritization TOP PrioritySolve: Problem/ issue with product/process/ IT application

What I want?

New design product/ process/ IT application

Define a problem/ goals/ benefits1

Product owner

Mapping process/ application/ quality/ KPI/ root causes/ priority,..

Design: Processes/ application/ Quality/ Uce case/ Test/ Pilot/ KPI/ Sustainbility/ Training/ Reporting/ Manuals for users, Marketing activities, business model, cost,..

Product Feature 1Feature 2Feature N

Proces

3 (RE) Design

Product ownerBusiness

Analytics

Providing training, Roll-out the product to market/branches/ medias,Customer support/ care/ feedback, Improvements activities, Performance Mng, Mystery calls,..,

KPI

Control & Sustain Product= Revenue

Measuring KPI-Keep Sustainbility

4

1 4-

How it could be working in Qualysoft (On-line Insurance selling)...

1

Providing: training, Roll-out the product to market/branches/ medias,Customer support/ care/ feedback, Improvements activities, Performance Mng, Mystery calls, Serviceability,..

KPI

Control & Sustain Product = Revenue

Measuring Sustainbility

1 5-

Potential client

Web pageCompetitor 1

Web page

Existing client

Web page

Product owner/ IT business analyst

Survey

Customer

The outcome= The TOP Priority

The ResultsDefine, Measure, Analyze Design, Validate (Lean/ Agile development)

Design process of insurance/ Windows wizard

BPMN Concrete window (user experience view)

Voice of customer

Scrum meeting (1 iteration)

Creating Use cases

2

Testing

Creating Reporting structure/ KPI, Cost of product (MD)

A Customer on-site visit3

WS - Presentation a free-beta-test/ benefits of SW

Analyzing a SW/ collect a VOC

The Results

The

New

Requ

irem

ents

Repeat steps 2 and 3 in order to reach an agreement / contract

4 5

Any questions?