Order Connect

What is Order Connect?

How we started?

• Impetus to create this portal had existed for a long time
• Many opinions and viewpoints on how the portal should look and function
• Simple Value Propostion -
• Less time CSRs spent fulfilling simple requests
• An added service that would increase our value to our customers

Requirements Gathering - CSRs

• Their experiences
• Their knowledge of customer preferences
• The way customers communicate

Requirements Gathering - External Customers

• Questionnaire;
• One on one with pilot customers;
• Singling out customers because of complexity.
• CREATE USER STORIES!!

Prioritization

• Prioritizing 'User Stories'
• Selecting items based on value
• The heart of development!

Development

• Prioritization/Agile had positive effects
• Weed out features without correct value
• Flexibility, able to respond to timeline changes

Implementation

• Pilot customers - the expectation of good communication
• External user process for the first time
• Some feedback was not so easy to get
• Final requirements gathering from UAT feedback
• Final requirements went through the same rigorous value prop

App Tracking And the Future

• Conversations with customers only tell part of the story
• App tracking records every search
• Discrepancies between users wants and users actions
• Best way to frame discussions about enhancements
• App tracking is a must-have feature

Final Thoughts

• Knowledge/Customer Focus: Requirements gathering from a variety of sources.
• Value Creation: Prioritization is the heart of development.
• Humility/Change: Track your apps after the fact.