Asurion iRise Case Study
Presented by:
Ellen Baker
Business Analyst
October 11, 2007
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Asurion
¾ Is a privately held company that offers end-to-end solutions with
customer contact centers in Texas, Tennessee, Missouri, Kansas
and New Brunswick, Canada.
¾ Over 5000 employees
¾ Services include:
¾ Handset and device protection programs including handset insurance
and warranty management to protect against loss, theft, damage and
malfunction of wireless devices
¾ Roadside Assistance services cover automobile emergencies, including
flat tires, lockouts, dead batteries and breakdowns.
¾ Customized solutions designed to meet new industry challenges
¾ Saves more than half a billion dollars for customers annually
¾ Repairs hundreds of thousands of wireless devices annually
¾ Serves over 60 million wireless subscribers
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Asurion IT
¾IT services:
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Call center applications
Risk/Fraud initiatives
Financial Applications
HR applications
¾IT Model:
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Microsoft Solutions Framework (MSF) is the process followed.
Approximately 25 business analysts across the company
Uses the offshore model of developers with lead developers onsite
Approximately 200 IT projects in process at any point in time
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Challenges
¾Slow project cycle
¾ Rework
¾ No traceability
¾Communications need improvement
¾ Projects not properly visualized
¾ Test cases not complete
¾Different types of development
¾ Web pages
¾ IVR call flow
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What we learned using iRise
¾ Improved traceability
¾Tool displays requirements on the simulation
¾Automated Version Control
¾Auto-generates Development documentation
¾Changes to one “field/requirement” automatically updated throughout
¾ Import is simple and reuse is high
¾Can import data from multiple sources
¾Can import screens
¾ Visualization = rework done in planning
¾Able to distribute interactive, useable simulation to broad audience
¾Higher quality and quantity of feed than with written documentation
¾Found examples where test cases were missing and corrected in planning
¾ Simulations not limited to Screen flows
¾IVR call flows
¾Web pages
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Decision criteria
¾Two analysts trained in two days
¾Created a complete simulation with data and
requirements in a week
¾Fees are only for users of system i.e. Business Analysts
¾Integration with other tools and methodologies
available
¾Data stored on a shared server
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Process
¾Authors of the iRise documents are the Business
Analysts.
¾Two analysts on active projects used iRise for the
evaluation. After the evaluation 8 BAs were trained.
¾Validation has been achieved by taking the iDocs to the
Customer Service Representatives and letting them
input test cases. They were timed while inputting the
cases.
¾iDocs were an invaluable tool for working with the
business, development and QA teams. We discovered
missing test cases in the planning stage rather than the
testing stage.
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Process continued
¾Simulations were used throughout the entire lifecycle
of the projects.
¾Business Requirements are reviewed by project team
members from the Risk/Fraud and Finance
departments
¾A library of all current web pages was created in iRise.
¾iRise is now the standard to be used for Conceptual
Design documents.
¾The Business Analysts use the library pages as a basis
for any change that is needed.
¾The iDocs are then incorporated into the Conceptual
Design document for review.
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Results
¾Stakeholders loved the simulations.
¾Missing test cases were found in the planning phase.
¾Projected 15 second reduction in handle time of calls
and achieved 22.3 second reduction by deploying quick
fixes and now project an additional 24 second
reduction.
¾Developers were able to use screen shots to code from
with fewer questions.
¾BAs have a code base to work from and do not have to
recreate screen images for every project.
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iDoc
¾The iDoc was used for the Ergonomic Project which
combined 11 web pages into 6 pages.
¾The iDoc was taken to the CSRs to use to see if the
screens flowed, if they had any problems and to time
the savings of handle time.
¾We were able to tweak the pages while still in the
planning phase to flow better.
¾Our iDocs look exactly like the developed webpages
down to radio buttons, drop down boxes, screen popups.
¾The screens and flow were built in a week.
¾The iDoc was used for review by the business,
developers and QA groups.
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