With core business processes and design principles in hand we are ready to start designing the future.
You may have noticed a pattern… the main player in all of the work so far has been the business architect. You should have also noticed that ALL architectural disciplines are always at the table. It is so important for the full team to be included in all of these steps… they have to understand the transformation from a business perspective, they have to hear what the executives are saying, and they have to feel ownership of this design.
This step is no different. The one thing I don’t think I can reiterate enough is:
“WHAT the business does” does not change… “HOW the business operates” does change.
Business evolves over time, new technologies emerge, people are becoming more technically social, and the world has become more of a online self service society. This step is going to determine the new HOW from a business perspective.
I like to use user experiences to achieve this. Imagine what an interaction with our business would look like for our clients/customers/members in the future.
We still need that magic wand :)… continue to think outside the box but remember we are now restricted to those design principles.
Take each process and walk a potential client through them. How do these clients initiate the process, how do they engage with the organization, how do they learn about the services offered by the business… How does the organization educate their clients, how do they entice new clients, how do they assist their clients?
Create answers for all of the above questions, think of new questions, think of things that your organization might not even do today but might be a nice thing to do in the future. Get inside the heads of your clients. I know many organizations survey their users in different ways over the years… if you can get a hold of any of this information use it.
Break every part of the process into small bite size pieces and determine how it could look, who could do it (staff or client), where to do it….
Identify potential risks and possible solutions. Identify potential features… nothing is off limits except for those that are defined by the design principles.
Create a slide show for each process… A way to showcase a client walking through that new process. Show examples of how websites, communications, and tools could look. Highlight what the client will see, how they will feel, what they can do, how they got there, how they learned about this service, and how the staff can assist… be sure to include information and security aspects. At this point I do not want to talk about applications nor technology. We are trying to get a feel for how the client/member/customer will interact with the business in the future.
An important note to mention is just because we are putting it in the slide show doesn’t mean we are going to be able to create it… Don’t get caught up in how are we going to implement this. Think of this step similar to the one where we created the scale of change. This is a tool to gage and narrow down what the executives want.
Once the team is happy with the slides this needs to be presented to the executive team. I treat this meeting very similar to the last one in front of the executives. The goal of this meeting is to get approval of the future business you will be designing towards. It needs to be realistic… if transformation has a timeframe and a budget this must be taken into consideration.
Where the executive land is the TO BE Business you will be working towards.