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Laserfiche empowercon302 2016


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Integrating user needs into ECM projects is key to success. Whether it is a initial implementation or a reboot or just expanding use, user needs and UX testing should be integrated into every project

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Laserfiche empowercon302 2016

  1. 1. Laserfiche Empower 2016 CON 302: Goal Based Requirements: Bring UX to ECM ThinkDox LLC. Christopher Wynder, Ph.D Director of Client Services ThinkDox, Inc. @ChrisW_thinkdox
  2. 2. Overview ThinkDox LLC. What is shaping ECM and information management in general Preparing for success How to ensure that you meet the actual needs of the organization
  3. 3. Market forces ThinkDox LLC. What is shaping ECM and information management in general Preparing for success How to ensure that you meet the actual needs of the organization
  4. 4. Burst Lift Mortar Information management has fundamentally changed Burn Fuel Com. P2P Fire Control Pre-BYOD Today ThinkDox LLC.
  5. 5. Documents consist of information that is used for particular business processes. There is no requirement for documents to be maintained for any period of time. Records are a subclass of documents that must be treated differently. Specifically, they must be maintained in a format that cannot be changed for a specific length of time. Technology has mixed separated tasks Users do not have “silo’ed” work days where they handle just records or handle just documents. 9am DATE ? 5pm The average user’s day ERP/CRM ThinkDox LLC.
  6. 6. Current practices in information management are designed based on content control rather than information movement • Rigid organization- enforced taxonomy. • Retention rules • Disposition workflow • Audit of deletion schedules Capture Organize Use Archive or retire How it is generated does not matter in a paper world. The physical artifact is “handed over” Use is controlled via ownership of artifact.
  7. 7. The junk drawer problem Process and storage alignment = risk reduction Before R&DSales CEO HR After R&DSales CEO A year later Do we have any tape? Someone needs to organize this! That looks great…but where do I put my vacation request-is it HR or department? Do we have any tape? I thought we organized this?!
  8. 8. Effective ERM is service driven: • It is embedded into normal work processes • Provides time-savings to system users • Aligns with organization strategy and goals THINKDOX LLC.
  9. 9. Matching Org. goals to technical build ThinkDox LLC. What is shaping ECM and information management in general Preparing for success How to ensure that you meet the actual needs of the organization
  10. 10. The days of separate information sources is over Organization-owned content stores Departmental controlled content stores Your view of information storage Individual corporate data Individual personal data DATE ? End users vision of information ERP/CRM ERP/CRM
  11. 11. So what do “we” actually need ? THINKDOX LLC.
  12. 12. Technical control is no longer enough you need a governance plan DATE Potential information sources What information is important long term? Most user’s spend their time making documents that will not be used or likely opened more than once. Treat information like an asset. Every asset has a lifecycle, process for using and way to track. It really comes down to this: If file X was deleted tomorrow would anyone care-or even notice? CRM All of these sources should be governed. Start with sources where there is a clear enterprise wide mandate for expanding their use. e.g. Policies, time-off requests . ThinkDox LLC.
  13. 13. This is a multi-project problem Information risk and value Enterprise wide policies Archiving Disposition, growth control Archiving can be the driver for better governance but it cannot replace governance. Information Organization Build a taxonomy Storage management Enterprise wide storage control through deletion The key to controlling growth is translating management practices into governance policies Management Governance Long term ROI ThinkDox LLC.
  14. 14. Start with a firm understanding of the long term storage burden Old files 1 2 3 4 5 Last accessed Yesterday Yesterday Yesterday Yesterday 6 months Yesterday 1 month 1 month 2 years 5 years Last week 1 month 1 year 2 years 3 years 5 years 2 years The key aspect of scoping the organization's requirements is understanding the long term burden. Without a clear technical understanding of: • What information sources need long term retention. • Who needs access to high risk information • What the back-up RTO VS RPO is for day-to-day operations • What the regulatory overhead is on the information in general It is impossible to properly define requirements. Or Glacier 7 years ThinkDox LLC.
  15. 15. Generate a information lifecycle for different asset classes Capture Organize Use Archive or retire ECM lifecycle User information lifecycle Generate Record Use Forget or store ? Organize Re-Organize ECM works best when the information is organized at capture The un-asked question-”How do users get work done?” This is key to how users expect to find documents Users lack the tools to appropriately archive content Re-use leads to lots of local copies.
  16. 16. Dept. level Balance strategy with reality Org. level System of interaction System of record Access control Findability Archive Ad hoc/ Fileshare Holistic planning for information management Infrastructure planning Requirement gathering Implementation Integrated retention and disposition schedules Understanding trends in content generation Information management strategy Technological support for managing information THINKDOX LLC.
  17. 17. How people work is the key to requirements 9am DATE ? 5pm The average user’s day How many different applications are they using How many times are they breaking compliance ERP/CRM Generate- How do users generate content-what are the filetypes, what are the key applications Record Where is the information from that content being recorded? Office documents, applications Organize What is the point of the content? Is the information being shared? Is it for revenue generation? Does it need to be moved to other people? When the information source used again. What do users really need, what can you securely provide them. ThinkDox LLC.
  18. 18. ECM Idealized process THINKDOX LLC. CRM Add Records
  19. 19. The reality of how records get updated Add 
  20. 20. Reducing risk through user experience ThinkDox LLC. What is shaping ECM and information management in general Preparing for success How to ensure that you meet the actual needs of the organization
  21. 21. Incorporating user needs into requirements gathering ThinkDox LLC.
  22. 22. Account for GROW-th by accepting the organic nature of information An architect plans the design of information, brings structure to unstructured sources by enabling users to move through a "journey“. Requires existing user compliance and understanding of information sources. A gardener sets the parameters of access, provides a single point of entry to user needs by understanding that every user has multiple “journeys” that encompass their job. Requires access control to key information sources to ensure user compliance. ThinkDox LLC.
  23. 23. Refresh scheduleMix of content types The Information Garden Harvest schedule ThinkDox LLC.
  24. 24. The soil is the key. Each plot needs to be balanced for the crop IT Efficiency Risk Mitigation Business Efficiency The Soil is the platform for information movement. (i.e. ECM or EIM) The ECM provides the simplest platform to enable the various processes and information usage that the business requires. Each “plot” is designed to enable personas based on information usage. ThinkDox LLC.
  25. 25. Map the key user’s journey through information sources to understand their needs • User journeys are maps of the steps in an activity. • They represent a linear set of steps or tasks that a user must complete to complete an activity • Essentially it is the same as process mapping that is done for BPM projects. • Depending on the goal of the journey they may represent a daily activity or a multi-day activity. • The key is that each IT service is broken down by application and storage points so that the dependencies can be mapped. A/P Case management User Journey of a Sales department’s day The goal of a user journey is break down activities into actionable steps. Specifically we are looking to focus on order that data and users move between applications in a IT service. Expect to need department level journey. This exercise is difficult. Involve end users where possible as part of the exercise or build a best guess and have the appropriate managers critique the task list. Check schedule Follow-up Confirm Payment Send order Review order Monitor action Request internal action Review fulfillment ThinkDox LLC.
  26. 26. Map user journeys to IT resources to ensure success Business facing IT measureable IT resources IT service Capacity Applications Business activities People Infrastructure A IT service should reflect the business activities. Business activities are rarely performed in a single application or storage location Financial planning Resource planning The applications and storage points user need. Expand the list to include back-end systems. These are the key capacity resources ERP, “S drive”, excel ATL Data center, local SAN, web service Applications Infrastructure Example ThinkDox LLC.
  27. 27. Talk to users at multiple levels Experiences: concerns, issues, goals Preferred outcome. 2 audits last year: Microsoft took 2 resources 3 weeks to pull together, HIPAA took 3 resources 7 weeks. HIPAA had several action items, worried next one will dig even deeper. Data Accuracy: Track lifecycle to identify lost or stolen equipment; secure and track equipment flagged for disposal, manage process of data wipe, and environmentally safe disposal to secure data and meet regulatory requirements. Data Access: reduce time to respond to audits from 6 weeks to 1 hour. Currently estimate depreciation based on formula of current spend in account 452 and 456, combined with previous years. Would like to be more exact. Data Accuracy: Instantly accessible monthly reports that will provide a breakdown of commodity items vs. capital investments. This will include status and condition updates, write-offs, and lease returns. Contracts under $50,000 are typically auto-renewed, or renewed through application owners. I don’t think anyone is really looking at them. Contract rationalization to reduce cost overruns: Develop a process to review all contracts with a view to only renewing what is right for the infrastructure roadmap and user needs. It takes 3 weeks to procure and distribute equipment for new users, so we often end up with new employees with no computer. Process revisions: Provide better tracking for stocked inventory, improve process to approve, acquire, provision and distribute equipment and software to reduce times to 1 week.
  28. 28. Do Not underestimate the engagement planning at the requirements stage Essentials of Change management Over-explain the need for user involvement in the EIM project. Provide feedback. Schedule and keep to the schedule of feedback. Nothing kills a ECM project faster than silence from the ECM team. Communicate Build collaborative partnerships with the business when shaping the changes in related processes; employee on-boarding, retire/fire, financial reporting. Create a clear, shared vision between the key stakeholders and IT. Take everyone with you, develop a shared agenda. Collaborate Build confidence in the change – allocate time and resources for user testing and training. Provide visible and active post rollout support. Get feedback, fix problems, and keep communication channels open. Build Confidence Focus on the three key tactics for success when implementing change: Communicate, Collaboration, and Confidence
  29. 29. Building a team for success ThinkDox LLC.
  30. 30. Keep the team dynamic and goal focused Core objectives of an Information Governance Project Team:  Strengthen data-driven decisions. i.e. add context  Ensure information is consistently defined, and well understood.  Create trusted data as an enterprise asset.  Improve the consistency of data use across an enterprise. Four categories of key stakeholders be kept aware- if not have direct involvement:  Senior Management  Legal Counsel  Records Management  Business Unit Representatives Organize the project. Manage deadlines Influence governing policies ThinkDox LLC.
  31. 31. EIM projects often fail to get off the ground because they start too big. Consider a project that starts with: The team should include senior executives in a governance and steering process.” You will never get the CEO, CFO, CxO, [the Pope, the President, etc.] in a room together at the same time. They are too busy and are focused on bigger issues. Expect to have to prove that an EIM solved a problem. The Popes & Presidents Problem
  32. 32. Focus on the trends that the business cares about: Business Users Information Visibility into information contained within “content.” Visibility into age, and changes in information. Control of information access. Control over ILM Appropriate access without additional layers. Reduce the technological barriers to collaboration. Reduce risk of breach. Ease compliance reporting. Provide a platform for expanding the types of assets that can be tracked.
  33. 33. Keep the team focused on the business goals-not the minutiae The project team will be responsible for assigning information owner roles. The success of the overall project is dependent on the passion of the team. Match the roles of team members accordingly. The team should not be independent or separate from the administration. Ask for guidance, bounce ideas off of folks who have not been involved from the start. Every organization has policies and unwritten rules. Find them and write them down. These are the backbone of current governance processes Spread “ownership” across members of the team based on their skill set not job description. Provide dedicated “What-if” meeting time where internal experts can be brought into to shape the plan Don’t reinvent the wheel- but document how it was built.
  34. 34. Ensure the team has awareness of business goals ? Archives and back-upOld hardware Hosted services User acquired services Communication New content types The explosion of content type means fragmentation of how information is share and stored. The Information Governance committee’s definition of information should be content type neutral. Information Governance Strategy
  35. 35. Measure the current state to define the path to success Be tidy: Delete old data, lock down high risk data Know what you have: Metadata, audit trails Know how users work: Workflow, important info sources Savings from: IT time Reporting time Consolidated access control
  36. 36. Information handling projects of all sizes need to focus on user experience • Start by determining how similar the key intra- and inter- departmental information movement patterns are. Do HR and finance (and IT for that matter) speak the same language. • Organizations with limited department structure and a single organization-wide deployment for their system (user profiles, classifications work for HR, Finance, Clerks) should prioritize cross department processes. • Where these needs diverge IT must carefully consider the compliance environment. • Don’t forget about social. All organziations need to have policy and process for when public/marketing information and conversations move beyond “communication” to compliant or sales process. Regulations organization- wide data Similarities Departmental data Key considerations for ECM
  37. 37. Thank you Have questions or want a copy of the presentation: Email me: Don’t want to email me: See our websites presentation page We are on twitter and LinkedIn @Thinkdox @ChrisW_thinkdox