Assignment 2: Sprint Key Questions & Next Steps

Assignment Instructions

For this assignment, you’ll be developing:

● A set of key questions to prepare to run each of the four sprints: Personas & problem scenarios, motivation, usability, and architecture

● An action plan for your next steps

1. Complete the key questions template related to each sprint.

a. Fill out each question in detail, even if your work on a problem is hypothetical in nature.

b. Really think through and detail out how you want the sprint to go and what you want to learn. Think about what you would want

the outcome to look like at the end of the sprint.

2. Decide on your next sprint. Which design sprint do you think should be next for your project? Since the design sprints are generally

progressive, you’ll need validation notes for the previous sprint before moving on to the next sprint.

For example, if you think the Motivation Sprint is what you should do you next you would provide notes on the ‘validated’ response for the

Persona & Problem Hypothesis. If your next step is the Usability Sprint, then supply both the Persona & Problem Hypothesis and the Value

Hypothesis validation from the Motivation Sprint.

Use the “Next Steps” template to:

a. Document your progress.

b. Indicate which sprint is next for your team and briefly explain your choice.

Key Questions Template

KEY QUESTIONS FOR PERSONAS & PROBLEM SCENARIOS SPRINT

As an owner/operator, I want the ability to make data-driven decisions in real-time, so that I can effectively manage the operational demands and financial

constraints to successfully run my business.

What general

population(s) and

problems do we

want to learn

about?

Dream Team Clean (DTC) wants to learn how SAAS/PAAS can impact residential and commercial cleaning service industry.

Dream team clean is making three key assumptions which will progressively disrupt the Concierge Cleaning Industry:

What screener did

we use for subjects? DTC will ask a series of open/close ended questions to evaluate a client’s eligibility:

1. Are you an owner/operator of a cleaning/janitorial service?

2. Do you use dispatchers to monitor and control workflow and manpower?

3. Do you use a collaborative tools to integrate business operations?

4. Which OS and administrative tools do you use to make data driven decisions?

5. Are you cash flow positive? What’s your Return on Equity?

6. Do you have real-time data analysis tools to monitor the operational efficiency and financial health of your organization?

7. How are you notified that your services are required at a particular residence or commercial property? (ie property manager,

directly by the client, a competitor operating at fully capacity.

[EX: How many HVAC repairs have you done in the last week?]

Where did we (will

we) recruit subjects? DTC solicited information from local property management companies around Army/Air Force bases where rental markets are

prevalent, where military migratory patterns result in a high turnover rate. The property management companies referred DTC to

companies who fit our screener profile, which increased to probability of finding successful candidates for our products. After all,

property management companies are partially responsible for creating the demand for concierge cleaning service.

We recruited subjects at public transit stations.]

KEY QUESTIONS FOR MOTIVATION SPRINT

What is the

basic/summary

value hypothesis

we’re testing?

Parent Hypothesis:

If we {develop a multifunctional database} for {Cathy, the owner/operator of Casey’s Concierge Custodial Service}, they will {prioritize operational and financial analyses as a productive driver of the business decision-making process.}

What are the

specific

hypotheses and

experiment

vehicles we plan

to test? Pick your

top choice (1) of

experiment

vehicle for each

assumption.

1. If we create a {Relational Database consolidating operational and financial data} for {Cathy, the owner/operator of Casey’s Concierge Cleaning Service}, she will {feel relieved our software eliminated countless man hours of analyzing multiple source documents and calculating performance metrics for her organization.} – Pivotal

Experiment: A comparison and contrast: Time taking to analyze and calculate performance metrics before database implementation versus after.

2. If we create a { dashboard function} for {Cathy, the owner/operator of Casey’s Concierge Cleaning

Service}, she will {immediately realize a 50% decrease in the amount of time taken to perform analysis which guides decision-making in her organization because all data points are one click way.} – Pivotal

Experiment: Identify the time taken to generate significant data points versus the amount of time after the dashboard implementations

3. If we create {a real-time automation function} for {Cathy, the owner/operator of Casey’s concierge Cleaning Service}, she will {no longer have to worry about pulling data from multiple spreadsheets manually because data will update automatically based on technician, dispatcher, contractor, and logistic SMEs input.} - Pivotal

Experiment: Identify the time taking to periodically calculate stakeholder data versus after implementation of automated functionality to calculate/post real-time data to the dashboard seamlessly.

KEY QUESTIONS FOR USABILITY SPRINT

What are the user

stories we’re

working?

1. If we create a database where operators, dispatchers, and general contractors can collaborate, owners will

ask for a 30 day trial.

2. If we demo this real-time capability to the hospitality space, we can increase our customer satisfaction rates

by 20% and decrease capital expenditures 20% because of efficient inventory control measures and pent up

demand

3. If we get property managers, hospitality professionals on our platform, we can create 3 to 4 more value

streams for our clients of the next 2 years which will increase our revenues by 10x over 5 years.

4. If we create collaborative tools with custom views and features, companies with use us to defer operational

risks 50% of the time.

What are the

major interface

chunks or jobs we

need to prototype

(ex: a calendar a

group of users can

edit and share)?

How do these

relate to the

stories above?

1. Relationship/interface: Create an integrated database for operational stakeholders. Show the stakeholders how they

contribute to the operational success of the organization is a critical motivation al driver. It empowers all parties to

maximize their time and efforts. The trial will act as their buy-in/burn-in to operate more effectively. Plus, they can

communicate bugs and subtle improvements to increase its usability.

2. Relationship/interface: Enhance the client experience and engagement by creating a GUI (B2C) for users allowing

companies to manage expectations and enforce tighter inventory controls (B2B).

3. Relationship/interface: Create marketing model/prototype charting out the scalability potential of DTC B2B/B2C

collaborative platform. The multiple value streams proposal.

4. Relationship/interface: Market the additional security functions and autonomous system capability using interface

analysis data.. DTC vs competitors. Identifying additional values streams which speak to entrepreneurial

opportunities/cost using Weights Shortest Job First and cost of delay metrics to unlock value.(Integrate into the demo

with on-demand features as well)

KEY QUESTIONS FOR AN ARCHITECTURE SPRINT

What are the personas

and user stories we’re

working?

1. As a dispatcher, I what to see worker’s percent complete status so I can crash a project that is under a time crunch

2. As the supply liaison, I want to view/track inventory usage rates in real-time so I can minimize waste and expenses

3. As a general contractor, I want to view scope requirements from the client so I can ensure monitor manpower usage by

job…(Saving money)

4. As the owner/operator, I want property managers to be able to communicate via instant messenger so I can expedite

resources for high-priority jobs.

What are the major

chunks or jobs we need

to build or find in a third

party module (ex: a

calendar a group of

users can edit and

share)? How do these

relate to the stories

above?

For all the functional user stories above, DTC will need to ensure that M-V-C in the relational database can

accommodate interface patterns of these various entities. The database will also have the ability to learn over time

from the frequency of certain requests/interfacing and will be equipped to anticipate interface requirements. (AI)

Next Steps Template

Hypothesis/Sprint Topic Validation Notes

PERSONA & PROBLEM HYPOTHESES

Describe (briefly) your persona(s) and how you’ve validated their existence and point of view. Describe (briefly) your personas’

problem scenarios and how you’ve

tested and validated their

importance.

As an owner/operator, I want the ability to make data-driven decisions in real-time, so that I can

effectively manage the operational demands and financial constraints to successfully run my business.

In any effective planning initiative you have to set S.M.A.R.T goal and objectives. Further, to unlock the

most value, it’s imperative all requirements be traceable back to a definitive source. In any case DTC

created a traceability matrix to ensure stakeholders comment, concerns and requirements were

represented in the work created. In this case DTC used our user story as the heuristic approach to learning

the client’s needs. It was during our product owner’s initial encounter where we first learn what a day in

the life, as an owner/operator in the residential cleaning service business really meant. (Reference

Original Persona below)

VALUE HYPOTHESIS (from Motivation Sprint or related activities) Describe your core value hypothesis

(If we [do something] for [target

persona] they will [respond in a

certain way]) and how you’ve

validated it.

Parent Hypothesis:

If we {develop a multifunctional database} for {Cathy, the owner/operator of Casey’s Concierge Custodial Service}, they will {prioritize operational and financial analyses as a productive driver of the business decision-making process.}

Previously mentioned our client had a need however, our expansion of the operator/own persona

depicted the deportation and motivation to act. Is was important that we provide a tool which fulfilled her

business pain and operational requirements.

USABILITY HYPOTHESIS

Describe your key user stories and

how you’ve validated the interfaces

you’re using.

Primarily based off assumptions of what robust capability an efficient cleaning service will need to crush

competitors. After all, DTC’s intent is to disrupt the industry with a cost cutting capability no one has seen

before yet staying g true to the needs of our persona so we could drive to value and favorable outcomes

for the client.

ARCHITECTURE HYPOTHESIS

Describe the key epics you want to

implement, the functional blocks they

require (ex: a user-editable calendar)

and how you’ve validated your

architecture choices.

1. As a dispatcher, I what to see worker’s percent complete status so I can crash a project that is under a time

crunch

2. As the supply liaison, I want to view/track inventory usage rates in real-time so I can minimize waste and

expenses

3. As a general contractor, I want to view scope requirements from the client so I can ensure monitor manpower

usage by job…(Saving money)

As the owner/operator, I want property managers to be able to communicate via instant messenger so I can

expedite resources for high-priority jobs.

What important here are the numerous/valuable interdisciplinary interactions between the SMEs. Ultimately DTC

ability to develop software using systems thinking we can deliver value to the customer. The fact we added an AI

functionality to the database, it can point out opportunities to the client, they can’t see for themselves.

The next sprint should be…. Because….

Personas and Problem Scenario

Sprint

Our initial persona didn’t account for all the interdisciplinary interactions. A more thorough breakdown of

other personas can enable us to unlock more value for our users.

1. Introduction: Positioning Statement w/Persona and Problem Scenarios Section Instructions: a. Briefly introduce your area of interest, using the Positioning Statement you developed in the last assignment.

Define Project Area of Interest: Cathy is the Owner/Operator of a family owned cleaning service. The business is operating at a loss and is. Brainstorming for ways to change the business’s operational and financial health. Prior to quitting corporate America for entrepreneurial pursuits, she performed at the highest level as a Business Analyst and Project Manager for J.P. Morgan. After three years of ups and downs, she ready to change the outlook of her company, Casey’s Concierge Cleaning Service. Based on her experience she knows that technology implementations can increase cost savings, revenue and free cash flow. After interviewing multiple vendors, she’s elected to go with they B2B/B2C provider Dream Team Clean.

Positioning Statement: For Casey’s Concierge Custodial Service needs a web-based application to leverages relationships with property managers in high-migratory rental markets to increase profit margins, social engagement and overall return on investment. Offering both PAAS and SAAS, our Dream Team Clean collaborative platform with built-in web-based analytics is designed to enhance B2B/B2C custodial service communications between all stakeholders, increase revenue, enhance client engagement, and efficiency while decreasing fraud, waste and abuse of company resources. Unlike Mr. Quick’s application, the primary competitor in the market, which focuses on enhanced dispatcher capability, our software automates inventory reconciliation, supply orders, resource availability, logistic support via GPS mapping, and a host of big data decomposition functions to comprehensively solve problems in real-time. Using the Rational Unified Process (RAP)methodology, our systems thinking approach is proven to save property management companies and their clients money by decreasing waste by 25%, increasing stakeholder satisfaction, due to an intuitively designed API, and shortening the custodial service life cycle by 10% in the first year of deployment. The Dream Team Clean platform is the new benchmark in the custodial service industry and was recently identified as #35 on the Top 50 Disruptors List for 2016 by CNBC.

B.Persona Include the personas/ problem scenarios from the last assignment to help your peer reviewers understand what you’ve done so far.

Profile Attributes: Cathy Mattis (Owner/Operator)

Age: 35 Experience: Business Project Manager 5 yrs Personal details: Single Mother Common titles (AKA): CEO Location: Ft Hood, Texas Marital Status: Widowed, Last year (Late husband RonMattis)

Children: 3 Personality: Introvert Intuitive Thinking Judging (INTJ ) Learning Method: Kinesthetic and Visual Verticals: Commercial, corporate rentals, DoD Contracts Salary: $30,000 (Conditionally varies) Domain Knowledge • Business Analysis – 2yrs (TSA) • Project Management -3yrs TSA Company Size: 20 Archetype: Planner Technical:No Values/Ethos: Honesty, loyalty, integrity,

Profile: As an operator/owner Cathy responsibilities are vast and can be overwhelming at times. Her typical work week is 50-60 hrs.

This does not account for the work she conducts at home which cuts into time spent with the family. Cathy work/life balance is not in sync with her expectations. She feel that all workers should have the autonomy to make decisions at the lowest level however, she identified critical equipment items have either disappeared or depleting at an excessive rate. She doesn’t want to accuse anyone of stealing but knows there are better ways to track inventory and workload/capacity of personnel. She relies on the dispatchers to monitor and track 5 custodial teams of 4 personnel each. She has developed 4 strategic relationships with medium size property management companies which control 65% of the residential market around Ft Hood Army Installation. FT Hood is the largest military installation in the US and services over 75,000 active duty, Guard and Reserve, retired veterans and their families. Military families traverse in and out on a seasonal basis and prefer to rent opposed to purchasing a home because of the short nature of their stay. She’s on the phone 50% of the time, coordinating with property managers, addressing complaints, identifying recent vacancies which requiring cleaning. Once the locations have been identified for cleaning, the dispatchers determine the priority, resource allocation, and logistic support necessary to prepare the property for occupancy. The remainder of Cathy’s time is spent ordering cleaning products and ancillary equipment, managing subcontractors, book keeping and accounting, and payroll. Cathy uses MS office suite to manage her primary duties but feels overwhelmed with the antiquated methods of doing business and is also concerned that system backups and security patches are not accomplished on a continuous basis. Currently, IT support is contracted separately but is expensive to retain. Cathy realizes the loss of data could significantly impair operations and possibly compromise client’s Personal Identifiable Informations (PII). Additional stressors of being the CEO are the ramifications of a being found liable for fiduciary negligence. Cathy is very aware the company is not in a strong financial position to weather a costly lawsuit or settlement. The second and third order affects of such an incident means a loss of reputation and/or clients, making the company vulnerable to bankruptcy.

She feels her time is wasted behind a cluttered desk and wants to take deliberate action to streamline operations before things get out of control. In order to make data-driven decisions, she has to analyze multiple sources of documentation and reports which monopolize a great deal of her off time. She knows there’s a better way to do business, manage time, and resources however, she hasn’t had the time to research/implement the best methods so she can increase revenue, decrease expenses, and ultimately bring home more money to take care of the family. As a mom, she feels guilty that her work impedes on family time. She really suffers when a Dispatcher calls out sick or goes on vacation because that means she has to cover down on their task. On occasion, she has to pickup her kids, which are under the age of 4, from daycare because a new illness or lice has taken over the establishment. She only makes 30K a year and can’t afford a nanny. While the company makes 1.2M a year, she ensures all payroll, employee benefits and business overhead are paid prior to paying herself. Cathy took over the business after her husband passed away from a heart attack. She motivated , day in/out, by her kids which give her strength to withstand the challenges life throws at her. Plus, she’s very proud of the legacy her husband left behind and wants to live out the vision she and Ron had for the business. Cathy loves a challenge and her “can do” attitude has kept the business afloat for 3 years. Cathy knows she can grow the business and break into vertical markets which are relatively untouched with little to no competition. As the strategic leader of the organization, she feels pressure to keep the business alive, support the employees and the families that depend on them however, unless demand expands or processes improve, she will have to consider terminating a few employees.

Problem Scenarios w/ Value Propositions Problem Scenarios: What problems and needs does the persona have related to you area of interest?

Current Alternatives: What does the persona do right now to solve or work around this problem or meet this need?

Value Proposition:

Cathy needs the ability to process a large amount of data to make more timely decisions.

Currently, she takes home multiple reports and ancillary data for analysis/feasibility..i.e. Growth

By creating a relational database with high functionality we can create a dashboard with industry/business specific metrics and supportive qualitative information which facilitate real-time decision making

When dispatcher call out sick she is pulled away from her duties to cover down on the void

Cathy deals with the problem because she views it as temporary

By creating a collaborative platform where all dispatchers use the same software tool, process, and GUI view Cathy doesn't have to worry if one calls out sick because the other dispatcher can manager logistical operations through the same interface

In order to make sound business decisions, Cathy must reference multiple streams of data which can/is very timely

Uses Multiple MS programs and filing system to maintain historical data

By creating a logical file system that archive past jobs, clients, and operational data Cathy researching time can be decreases by over 10X

Cathy believes resources are being misused in the field and is resulting in $$$ of waste

Even though Cathy is responsible for the replenishment of supplies, there’s no accurate means of tracking the resource utilization rates.

By creating a bar coding systems which track materials and supplies, Cathy can monitor inventory/utilization rates accurately to minimize the opportunity for fraud, waste and abuse of company resources, ultimately saving money by reducing cost.

Diminished Strategic execution, networking and collaboration opportunities with property managers due to excessive work load (Crisis Management)

Deals with the business’s day to day operations and is unable to develop shared understanding and substantial business relationships to grow the business

By creating software with anIntelligent design element we can streamline and automate business processes which would free up Cathy’s time so she can go to more Property Management Mixers/Icebreakers and ultimately generate more leads to expand her business.

Cathy expertise in IT is marginal at best. While she has contracted temporary IT support, she is not confidant that system backups and security patches are accomplished effectively and cannot afford to retain IT services externally.

Cathy is trusting the contracted IT support is adequate however; she is not comfortable with the level of risk and cost of IT support.

By create a PAAS, certified as a ISO 27001, NIST, and CIPv8 compliant provider. Cathy’s could feel confidant timely IT support, security patches, and incremental and full backups are accomplished in accordance with a very transparent SLA. Further, Cathy’s can relax knowing has properly fulfilled her fiduciary responsibility of due care/due diligence and all stakeholder risk is intelligently and legitimately mitigated/transferred.

2. Develop a user story that flows from your persona: This will be an ‘epic’ that you’ll detail out with a storyboard child stories. Special Note: Use the formula, "As a [persona], I want to [do something] so that I can [derive a benefit]” 2.1. "As an [Owner/Operator of Casey’s Concierge Custodial Service], I want to [ read/review key operational and financial management metics in real-time on a dashboard] so that I can [Make data-driven decisions that will enhance the financial and operational health of the business]

2.2. "As an [Owner/Operator of Casey’s Concierge Custodial Service], I want to [migrate all operational application to a secure platform] so that I can [Minimize the business's operational costs associated with maintaining organic communications devices, software, and security patches]." 2.3. "As an [Owner/Operator of Casey’s Concierge Custodial Service ], I want to [track personnel availability in a collaborative environment] so that I can [Justify the business need to add/remove manpower billets]." 2.4. "As an [Owner/Operator of Casey’s Concierge Custodial Service ], I want to [automate inventory accountability] so that I can [monitor inventory utilization rates in real-time to efficiently plan/project operational costs to increase our monthly free cash flow]."

3. Create a storyboard: User Story 2.1 Storyboarding helps make sure that you’ve got (and/or are developing) real, functional empathy for your persona and problems scenarios.

4. Develop a complete list of child stories and test cases: These should detail all the steps involved from the beginning to end of your epic. Add test cases and definitely add notes to yourself in areas where you know you have some discovery to do, some questions to ask.

2.1. "As an [Owner/Operator of Casey’s Concierge Custodial Service], I want to [ read/review key operational and financial management metics in real-time on a dashboard] so that I can [Make data-driven decisions that will enhance the financial and operational health of the business]

Child Story: Creates at least 3 child stories from the epic using the format “As a [persona], I want to [do something] so that I can [derive a benefit]”

Test Case: Iterative Sprint/ Demo deliverables

As Own/operator I want to consolidate operational and financial data for easier analysis so I can review data quicker

Make sure a database is created using critical operational and financial data and that we receive key stakeholder sign off at demo

As owner/operator, I want to be able to view all relevant operational and financial data in a dashboard format so that I have a single key decision-maker view

Make sure we create a dashboard and demo with the client and key stakeholders

As Owner/Operator, I want to automate my operational and financial data so analysis is in real-time so I can view my organization's financial and operational health in real-time

Ensure dashboard API/UX can automatically manipulate/calculate data as new data is added. Ensure we gather, develop and understand industry specific metrics associated with Cathy’s business and receive sign off at demo

As Owner/Operator, I want the ability to customize data views so operational managers can view my data in an aesthetically pleasing format which makes sense to the user

Ensure we integrate a modifiable GUI to enhance viewing options (Configurations and/or drag and drop Capability with the existing operational and financial metrics. Ensure we receive stakeholder sign off at demo