Business stakeholder’s view

CXO’s concern

•Mission statement-Do you have an overallmobility computing strategyof which the current mobile computing project is a part?

•Sample statement:“Provide instant help to customers involved in an automobile accident and make the resources of an entire insurance company virtually accessible by the customers at the critical moment. This is the First Notice of Loss (FNOL) system.”

•Mobile Strategy -Is time about time to review and rewrite your existing mobile strategy?

•Payback– What is the value proposition and payback?

•Value proposition- How does it improve business processes and customer perception? Is it for cost reduction, process improvement, giving power to the users, intermediaries, or for social networking presence?

•TCO– What is the Total Cost of Ownership (TCO) for this application on a per capita basis, based on expected adoption?

•Investment horizon –What is the life span of this application before a major upgrade is needed?

•Mobility Policy– What is the policy for access of enterprise data on personal devices?What governance exists between consumer data vs. enterprise data, who pays for the devices that the sales people are mandated to use and what standards should be used?

•Legal liability –Do you understand the legal liability issues around sensitive data, security, and errors in financial transactions?

Designer’s viewBusiness Solution Design Consideration & Extensibility

•PoC- Is it a Proof of Concept (POC) or a permanent solution?

•Extensibilityto other functional areas - Is the mobile application intended to be a one-off or the foundation for other applications? For example: Is the claim application just the beginning and mobility will be introduced to other functional areas such as sales, distribution models, and underwriting?

•User experience --How much emphasis is placed on the quality of user experience?What resources are available to ensure that the application is user friendly and ergonomically sound e.g. usability lab?

•Social integration –Is the application purely functional or has a social component to it like Twitter, Facebook. LinkedIn etc.?

Implementer’s view

Rollout Mechanism

•Adoption- How do you sustain high adoption rate and stickiness?

•Enterprise Users vs. Consumer -- How do you train customers and users? What is the support structure for each class of users?

•Track past web traffic metric –What devices do your customers/ agents use, which browsers are the most commonly used and what features do they visit the most?

•Global roll-out- Is it a single-country roll-out, regional or international roll-out?

Business stakeholder’s view

Processes Modeling

What business activitiesare involved in this application? Do you have clearly defined sub-processes both for the mobile application as well as the applications in the back-office supporting the mobile application? For example: Recorder of the phoned-in message about the accident, video storage and retrieval system.

Samples: List the sub-processes for these key activities:

•Locate tow trucks, ambulance, police info and emergency road-side assistance.

•Take video of accident site, pictures of driver licenses, vehicle and witness

•Filing claim @ First Notice of Loss for Auto (Physical Damage/ Personal Injury/ TP Liability)

•Track claim status after filing.

Designer’s viewProcesses, Business rules and Workflow

•Business Rules and workflow:Can we leverage existing business work flows and business rules currently used in the backend claims system? For example: are there new sets of processes for mobile claim filing and when can we develop them?

Implementer’s view

System functionality delivery

How to automate business processes and turn them intosystem functions?

•Audience- Is the application rolled out to non-customers as well?

•Speed- Can we do it using Agile methodology? It is rolled out based on features rather than big-bang approach?

•Scale- Is a PoC required or can we go straight to full scale implementation?

•Scope- Are we putting more information than a handheld device can present in terms of screen real estate and processing speed?