This case study handles the business analyst’s role in digital transformations, out of the box functionality, configurations and customizations.
Disclaimer
Companies mentioned in this case study are fictitious and are for educational purposes only. Scenarios, events and names mentioned in this case study are fictitious and any resemblance to actual persons, corporations or institutions are purely coincidental.
Digital Transformation – The Expectation
TeleCorp is a software company with many software tools used in media and television. They currently have an internal email software to help them receive highly sensitive secure email messages from their sources to their employees and trusted partners. They have decided to change this software for one that integrates more easily with the other systems in their digital ecosystem.
To this end, TeleCorp has engaged with your company Beaver Consulting, to get expert advice for implementing the new messaging system called Beaver Messenger.
Beaver Messenger is an out of the box solution that can be configured to match TeleCorp’s needs. It has the following features:
- Cloud-based end-to-end encryption for messages
- Ability to compose a message
- Ability to delete message ( single and bulk, sent and received)
- Ability to attach files
- Ability to preview message attachments
- Ability to mark conversations as read or unread
- Ability to view list of incoming and sent messages
- Ability to reply to conversations
- Ability to save a draft and review draft messages
- Ability to see conversation thread and their details
There are also some admin functionality only for the TeleCorp employee. These include:
- Ability for employee to assign a message to themselves or to other employees
- Ability for employee to see all message assignments
- Ability for employee to mark a message as resolved
- Ability for admin to manage message topics
- Generate report based on message topic
The Beaver Messenger is available for web and as a mobile app as well.
Digital Transformation – Configurations
In order to start the implementation of this digital transformation, TeleCorp needs to decide on the following configurations:
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- What header font size do they want to use for the Beaver Messenger home page.? (Options are from h1 – h6)
- How many messages to display per page?
- Should it show or hide the assigned to column?
- What should be the maximum attachment file size?
- What should be the maximum reply message length?
- What should be the maximum character length for the message (default is 300 characters).
Digital Transformation – Customizations
In addition to the configurations, TeleCorp would like to customize the solution to be adapted to their business use case and be able to have additional functionality. This includes:
- Have message templates created so that common responses can be sent from a pre-written template
- Have a knowledge base center link in Beaver Messenger to add answers to frequently asked questions and get access to commonly requested forms.
- Integrate Beaver Messenger with their existing slack messenger to notify employees via slack when a message has been assigned/unassigned to them.
Your Task
You are the Business Analyst working with Beaver Consulting. You are asked to lead a workshop to show the out-of-the-box Beaver Messenger system to the TeleCorp executives. You are also to elicit the requirements from the subject matter experts for all the configuration settings to be setup. You are expected to ask the relevant questions to uncover the requirements for the customization needed to meet the needs of TeleCorp.
Your task is to:
- Demo the out-of-the-box functionalities of Beaver Messenger ( You can design the screens and do the walkthrough from a presentation slide)
- Create a configuration sheet with the config values for the digital transformation to Beaver Messenger
- Write the user stories for the new functionality to customize the solution for TeleCorp
Tip
- You can create a mockup of the messenger system. You can use mockup tools such as marvelapp.com, balsamiq or other tools you can find in this article.
- You should create a workshop presentation slide deck (get presentation templates here)
- You should create an excel sheet for the configuration decisions
- Create user stories in word or Jira making sure to include relevant acceptance criteria