Client Interview & Requirements Gathering Workshop

1. Client Interview & Requirements Gathering Workshop ITEC 455 Business Requirements Analysis Marisa Thomas, Jesse Felter, Don Draper Deloitte Consulting LLP September 28, 2010

2. Agenda

3. Introductions • Marisa Thomas • Senior Consultant at Deloitte Consulting. Joined firm in July 2006 • Kogod MBA ’06, concentrations in IT Management and Marketing • Has experience as a functional lead for a Rapid Application Development team • Jesse Felter • Manager at Deloitte Consulting. Joined firm in March 2007 • Carnegie Mellon University, B.S. ’04, concentration in Information Systems and Psychology • Has 6 years of experience with the system development lifecycle including requirements analysis, system design, development, testing, and implementation • Don Draper • Manager at Deloitte Consulting. Joined firm in March 2006 • University of Maryland, MBA ‘05, concentrations in Finance and Strategy • Has 10 years of experience with the system development lifecycle including requirements analysis, system design, development, testing, and implementation

4. Define the Business Process Determine High Level System Requirements Validate and Document Requirements The Requirements Gathering Process • Define the current environment. • Find out what activities are performed on a daily basis. • Determine who is involved in the process and when. • Determine gaps and pain points in the current process. • Document what requirements are within scope of the system. • Prioritize requirements to determine which can be part of later system enhancements. • Create use cases. • Meet with client to validate all system requirements. • Receive client approval to move ahead with system development.

5. Determine the Business Process • Goal: To have a clear understanding of the current business process and activities. • End Result: Business Process Map • How to do it: • Define the actors within the process. • Determine the high level steps of the process. • Talk about activities and responsibilities for every role. • Ask leading questions about each part of the process.

6. Determine High Level System Requirements • Goal:To have an understanding of the scope of system requirements and client needs. • End Result:A list of requirements that is ready to be formatted into use cases. • How to do it: • Interview as many users and stakeholders as possible. • Ask clarifying questions about the business process. • Review interview notes and prioritize system needs. • Evaluate possible requirements against the scope of the project.

7. Validate and Document Requirements • Goal:To receive client verification for documented system requirements. • End Result: Use Cases that can be used for system development. • How to do it: • Clearly document all requirements in use case format. • Arrange a final requirements meeting to go over these with the client in person.

8. How to Have a Successful Meeting • Set Objectives • Select Appropriate Client Personnel to Interview • Determine the Type of Interview • Consider Outside Information • Develop an Agenda • Decide on a Method of Documentation

9. Step 1: Set Objectives • The first step is to establish a clear focus for the interview • Important questions to ask yourself are: • What types of information do I expect to get from the interview? • Is this the best way to get the information I need? • Are there any “gaps” within the information I have that may require client interaction?

10. Step 2: Select Appropriate Client Personnel • Do your homework by knowing the organizational structure of your client • Learn as much about your client before coming into the interview • This will help to gear the interview towards each person’s position and personality • By doing so you will establish credibility and rapport with the interviewee

11. Step 3: Determine the Type of Interview • One on One Interview • Typically more comfortable for the interviewee • Interviewee may be willing to share more information than when in a group environment • Group Interview • Great way to get a range of information in a short amount of time • May be difficult to schedule

12. Step 4: Consider Outside Information • Gather as much information as possible • Review public forms, reports, manuals and other forms of available information • This will increase the efficiency of the time with your clients

13. Step 5: Develop an Agenda • Documents your objectives and goals for the meeting • Helps make sure that important points are not overlooked • Keeps the interview moves in a logical progression

14. Step 6: Decide on a Method of Documentation • Decide how information will be documented • Will someone take notes? • Will the meeting be audio or video taped? • Establishing this before the meeting will help the meeting run smoother and guarantee that all important points are captured

15. Tips and Tricks for a Successful Interview • Lead the conversation with the information that you already know • Consider the interviewee’s knowledge and role • Paraphrase important findings throughout the interview to make sure you have accurate understanding

16. How to Get the Information You Want • Ask lots of open ended questions • Use phrases and words that are easy to understand • Avoid biased or loaded questions • Don’t hesitate to move the interview along with guiding questions • Ask for the opportunity to follow up after the interview to fill in any gaps you may have

17. Exercise: Instructions • Break into your project teams • Discuss your approach to scenario • Interview questions to ask • How to prepare (preparation, research, etc.) • Possible Agenda • Team member role and responsibilities • Designate a group spokesperson to present your questions • Team Preparation: 15 minutes • Client Questioning: 5 minutes per team • Updates to Team Preparation: 15 minutes

18. Questions

19. Case Study: Audit Application • Client: The Audit Department who is responsible for cooperating with and responding to audit requests from various auditing agencies. They are the main liaison between these audit agencies and the department(s) within the company affected by the audit. • Application Purpose: To automate and simplify the process of tracking all documentation necessary for audits. • Current process: The process is manual and outdated, and change is necessary in order to enable a more efficient, streamlined audit tracking process. Multiple individuals are involved in the process, so the automation of the business process will also reduce chance of duplicate efforts made within the team. • How would you prepare for your first client interview?