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Concurrently with the customer learning about Business Events/Use Cases and User Stories, the requirements analyst should be taking the answers to questions from the initial contact and preparing the Interview Guide. This document will be sent to the customer at least three business days BEFORE the scheduled interview to allow the customer to prepare answers and have any materials (forms, examples) on hand.
Purpose Statement
Every Interview Guide interview guide should begin with an overall statement of purpose for the interview. This purpose statement is to ensure that the interview has a clear overall goal. It should also be used during the interview to ensure the interview stays on topic and doesn’t veer off into another discussion. Should there be a significant discovery of new functionality or problem areas, additional interviews can be scheduled. The purpose statement should generally be phrased as:
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Category | Current Situation | Future Situation |
|---|
Customer Expectation | - What does the customer need to do to accomplish their goals?
- Where does the customer interface with the process?
- What level of control does the customer have over the process? (i.e. what can they do for themselves?)
- What current feedback do you have from your customers?
| - What level of self-service control should the customer have?
- What would be a “perfect” customer experience?
|
Process Efficiency | - How does work currently move through this process?
- Where are there bottlenecks in the process?
- What are your frustrations in the current process?
| - What steps would you like to see simplified/removed?
|
Information Scope/Capacity | - Where else is this information also used?
- In what detail is the information currently maintained?
- What reporting capabilities on this information do you use?
| - How much detail would you like on this information?
- What kind of reporting would you like in the future?
|
Regulatory Issues | - What are the current regulatory issues (environmental, tax, political, federal, state, and local)?
| - What future regulatory issues are you aware of (environmental, tax, political, federal, state, and local)?
|
Interdepartmental Data/Process Ownership Concerns | - What department is currently maintaining the data needed for this system?
- Where does this process interface with other departments?
- What data do you currently have access to for this process?
- How do you access the data for this process?
| - Where will this data be maintained in the future?
- Will you be consuming data from, maintaining existing data with or generating new data for another department?
- Which departments will you interface with for this process?
| Process Efficiency | - How does work currently move through this process?
- Where are there bottlenecks in the process?
- What are your frustrations in the current process?
| - What steps would you like to see simplified/removed?
| Information Scope/Capacity | - Where else is this information also used?
- In what detail is the information currently maintained?
- What reporting capabilities on this information do you use?
| - How much detail would you like on this information?
- What kind of reporting would you like in the future?
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Conducting the Interview
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