The document discusses two personas involved in the implementation process between VISA and financial institutions (FIs):
1. Shannon Rios of VISA's Internal Implementation Team, who wants more visibility into the data transfer process and more consistent implementation practices.
2. Shaboom Sood of a major FI's Implementation Team, who wants clear expectations upfront and tools to easily set up products and cost allocation.
Both personas feel the current process lacks visibility, consistency, and tools to efficiently manage expectations and implementations. A more successful process would address these issues through improved communication, coordination, and interface workflows.
3. 2: Financial Institutions’ Internal Implementation Team Shaboom Sood Major Financial Institution Implementation Team Member “ Help set my expectations around the process and involve both my technology and operations teams in the planning. I want the smoothest process possible so that I can start generating sales.” Shaboom wants a checklist of actions that he can plan for upfront to prepare for the exchange of data and the robust services offered by VIM. What drives Shaboom? -- Upfront understanding of the Implementation process so he can orchestrate internal bank operations and key players for maximum efficiency. -- Automated set up tools that make cost allocation and approval set up easier -- A “Master Company” file that is already set up so that all he needs to do is “uncheck” unwanted functions -- Tiered Products and an easy way to set them up The current process is characterized by: Complex set up of FI internal systems and VIM Sheltering the FI product management from difficulties in the set up Expensive set up of systems that could be avoided with deeper upfront research of technology “ Set my expectations up front around implementation. Let me give you the list of important specs and operation processes that will make a difference in the way we manage the implementation process. Give me visibility into data transfer and data visualization to help me manage my customers – and give me more flexibility in creating products” Preliminary Persona | Pending User Interviews Only one side of the implementation story is known Based on the stakeholder interviews. User interviews will better inform this persona. A more successful process will include: -- Early work to uncover some internal FI technical specifications – prior to contract signing if possible and as part of a larger setting of expectations -- Strong coordination of VISA /Issuer teams -- Intuitive workflows represented in the final interfaces -- Visibility and flexibility: to see the progress of data flowing and to have the ability to control the flow
![1: Visa’s Internal Implementation Team ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],What drives Shannon? -- Staying in the Sales Loop -- Having clear understanding of all data transfer progress during implementation -- Having a consistent and predictable set of implementation practices The current process is characterized by: Inconsistent handoff of Financial Institution from Sales to Implementation (little or no preliminary ) “ Black Holes” – a regular reference to long periods of time during data transfer (typically around subscription set up) where there is no visibility to the status of the transferring data Little Pre-sales support and an inconsistent hand-off from sales to Implementation with no orderly set of implementation practices “ I want to be involved earlier in the process. I want to be in the Sales Loop so I can help set the bank’s expectations and help get some early answers that will make implementation faster and easier. I want a more consistent process.” A more successful process will include: -- Having some set of questions already answered in the handoff from Sales to Implementation -- Giving the implementation team more visibility into the progress of data transfer (more incremental points of status as data transfers) -- Pre-Sales support and Sales staff training that brings clearer understanding of Vim's abilities and limitations -- Looking for ways to have parallel efforts, like Training and Certification ](data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7)