User stories without users: the assumption -based design risk
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🌟 User stories without users: the assumption -based design risk
revealed
Where I live, residents receive two water projects every year. One for fresh water supplies (tap), and the other is intended for wastewater and sewage maintenance. The wastewater bill is a standard tariff, and I think most people have an automatic monthly payment. It is the type of thing that I “put and forget”. I mean, it’s difficult to be very excited about wastewater, right?
Recently, I have been receiving messages from the water company trying to get me to subscribe to its gate (or application) via the Internet so that I can get my bills electronically. I can almost imagine the user story that wrote:
“As a user, I want to reach my annual graphs online, until I know the amount that he will get.”
However, at least for me, this is an illusion. I am really no You need another application, I really no You need to calculate another gate and password. For something I receive once a year, there is a good opportunity to forget my password by the time I need to use it, and if I am completely sincere, I look at about 10 % of the statement anyway (take a look at the monthly payment amount and then provide the statement).
These days, I am a digital citizen, but having to access this information via an online portal will be less Comfortable for me. I think I am not only The consumer who believes this …
Digitization with the purpose
I do not say that gates and applications are not useful, they are absolutely in the right context. I can use applications and banks online all the time, and this saves me time. However, I wonder about the number of customers to whom the sewage company spoke before building their application/gate. I wonder if they decide whether customers are In reality He wanted that or not?
Another possibility is that this was not an initiative that customers moved at all. Customer Service Manager may have been given a target to reduce cost. One way to do this is to reduce the amount of letters and printed data. Each statement costs money: paper, printing, envelope, mail cost in addition to the cost of dealing with it as well.
But when the change is Foolish Driven from an internal perspective to save costs, with a small or zero customer interaction, is it not a bit of a bit of writing a “user” story from the client’s perspective? A customer has not been consulted? There is the danger that we jump directly into a solution, and without an interaction between the customer, this may be a very low solution.
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Understanding real drivers
Therefore, if the driver is the cost reduction Say that. Instead of jumping directly to the user’s story or a set of requirements, a more useful starting point will be to understand the searched results. In this case, this may be:
“A decrease in the cost of sending and processing correspondence from X %”
Then, it is useful to understand any restrictions. It is possible that there will be an organizational condition for the issuance of an annual “statement” (although the “statement” may or not to be described in the regulations). With these things in mind, current practices can be stabbed.
After that, after you understood a necessary reason for change in the first place, we can start working with the stakeholder team (including clients or customer representatives) to find out the methods that can be achieved and that will also benefit them perfectly. Or at least ways they can live with.
This may create a very different set of solutions. A solution may be suggested that the customer receives a small discount for the first year when they choose to have electronic data. They will receive a SMS text message with the main details (payment amounts and dates) and e -mail reminds them that the statement of the statement is present if they want to. This is just one option: it is one that would work well for me, but I am a sample of one. It will be important to obtain a set of views from different stakeholders groups.
Understanding diversity
When thinking about changes like this, it is also important to consider those who cannot deal with organizations digitally. There can be many reasons for this, so thinking about access is not only in terms of “how we can make the digital solution available” but also “What are our options for non -digital participation” is important. It is important to understand a variety of people, their needs and preferences.
In conclusion, whatever the agreement on the final solution, it begins to understand the desired results (and transparency when the primary goal is to save costs) will lead to a broader conversation. It is important to avoid rushing to an early solution in the absence of this!
Predictions: 900
👉 Read more at: Read Now
Explore more: #User #stories #users #assumption #based #design #risk
📰 Published by Adrian Reed on 2024-09-12 18:30:00
Source Feed: Business Analyst Articles, Webinars, Templates, Jobs
✨ User stories without users: the assumption -based design risk
revealed
Where I live, residents receive two water projects every year. One for fresh water supplies (tap), and the other is intended for wastewater and sewage maintenance. The wastewater bill is a standard tariff, and I think most people have an automatic monthly payment. It is the type of thing that I “put and forget”. I mean, it’s difficult to be very excited about wastewater, right?
Recently, I have been receiving messages from the water company trying to get me to subscribe to its gate (or application) via the Internet so that I can get my bills electronically. I can almost imagine the user story that wrote:
“As a user, I want to reach my annual graphs online, until I know the amount that he will get.”
However, at least for me, this is an illusion. I am really no You need another application, I really no You need to calculate another gate and password. For something I receive once a year, there is a good opportunity to forget my password by the time I need to use it, and if I am completely sincere, I look at about 10 % of the statement anyway (take a look at the monthly payment amount and then provide the statement).
These days, I am a digital citizen, but having to access this information via an online portal will be less Comfortable for me. I think I am not only The consumer who believes this …
Digitization with the purpose
I do not say that gates and applications are not useful, they are absolutely in the right context. I can use applications and banks online all the time, and this saves me time. However, I wonder about the number of customers to whom the sewage company spoke before building their application/gate. I wonder if they decide whether customers are In reality He wanted that or not?
Another possibility is that this was not an initiative that customers moved at all. Customer Service Manager may have been given a target to reduce cost. One way to do this is to reduce the amount of letters and printed data. Each statement costs money: paper, printing, envelope, mail cost in addition to the cost of dealing with it as well.
But when the change is Foolish Driven from an internal perspective to save costs, with a small or zero customer interaction, is it not a bit of a bit of writing a “user” story from the client’s perspective? A customer has not been consulted? There is the danger that we jump directly into a solution, and without an interaction between the customer, this may be a very low solution.
advertisement
Understanding real drivers
Therefore, if the driver is the cost reduction Say that. Instead of jumping directly to the user’s story or a set of requirements, a more useful starting point will be to understand the searched results. In this case, this may be:
“A decrease in the cost of sending and processing correspondence from X %”
Then, it is useful to understand any restrictions. It is possible that there will be an organizational condition for the issuance of an annual “statement” (although the “statement” may or not to be described in the regulations). With these things in mind, current practices can be stabbed.
After that, after you understood a necessary reason for change in the first place, we can start working with the stakeholder team (including clients or customer representatives) to find out the methods that can be achieved and that will also benefit them perfectly. Or at least ways they can live with.
This may create a very different set of solutions. A solution may be suggested that the customer receives a small discount for the first year when they choose to have electronic data. They will receive a SMS text message with the main details (payment amounts and dates) and e -mail reminds them that the statement of the statement is present if they want to. This is just one option: it is one that would work well for me, but I am a sample of one. It will be important to obtain a set of views from different stakeholders groups.
Understanding diversity
When thinking about changes like this, it is also important to consider those who cannot deal with organizations digitally. There can be many reasons for this, so thinking about access is not only in terms of “how we can make the digital solution available” but also “What are our options for non -digital participation” is important. It is important to understand a variety of people, their needs and preferences.
In conclusion, whatever the agreement on the final solution, it begins to understand the desired results (and transparency when the primary goal is to save costs) will lead to a broader conversation. It is important to avoid rushing to an early solution in the absence of this!
Predictions: 900
👉 Read more at: Source
Hashtags: #User #stories #users #assumption #based #design #risk
📰 Published by Adrian Reed on 2024-09-12 18:30:00
Via Business Analyst Articles, Webinars, Templates, Jobs