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Whether you are building your requirements for an in-house developed project or just trying to deciding what to do, requirements are the cornerstone of success and need to go beyond a wish list of needed features and capabilities. This one-hour webinar will cover key strategies and tactics to help you build the most effective, bullet-proof requirements to ensure project success.
Featuring: Bernardine Wu, CEO of consultancy, FitForCommerce
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Requirements Diligence: The Cornerstone to Ecommerce Project Success
1. Requirements Diligence:
The Cornerstone to Ecommerce Project Success
Presented by Bernardine Wu
CEO, FitForCommerce
Listen to audio using your computer’s microphone & speakers (VoIP) or dial in:
United Kingdom: +44 (0) 161 660 8220
United States: +1 516 453 0014
Access Code: 624-947-227
Elastic Path™
2. Introducing
Elastic Path Software
• Provides a flexible, feature-rich framework
• For enterprises that have unique business
requirements and a complex IT environment
• Over 200 clients rely on Elastic Path
• #1 ecommerce blog www.getelastic.com
• For more on-demand ecommerce resources:
www.elasticpath.com/resources
Elastic Path™
3. About FitForCommerce
“The eHarmony of eCommerce”
FitForCommerce is a consultancy founded to help online businesses ‘figure out what they
need and how/where to find it’
– Team of former multichannel retailers, marketers, technologists and service providers, with hands-
on expertise in eCommerce
eCommerce Diligence™ is a philosophy and methodology based on diligent preparation
and decision-making to ensure success
– Strategy, Requirements/RFP, Provider Selection
– eCommerce Marketing
– Implementation Coaching
FitBase™ is the first eCommerce market knowledge base and community, offering
– 1000s of best practices, feature evaluations, expert advice and community content on 300
features, functions and topics
– 100s of provider and solution comparative info
Our approach and philosophy for eCommerce Diligence is unbiased and vendor-
neutral. In maintaining this standard, we received no payment, sponsorship,
or other consideration for this webinar. Furthermore, the participation by
FitForCommerce or Bernardine Wu is not meant as an endorsement of Elastic
Path and/or its products and services.
Requirements Diligence: The Cornerstone to an eCommerce Project's Success
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4. Survey Question #1
How many of you currently need to or are already building
requirements for (choose one):
1. Choosing an eCommerce solution
2. Implementing a chosen licensed solution
3. Implementing a chosen SaaS/on-demand solution
4. Implementing an in-house developed solution
Requirements Diligence: The Cornerstone to an eCommerce Project's Success
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5. Why Requirements Diligence?
ITERATE
PLAN BUILD TEST LAUNCH SUPPORT
+ Requirements (what)
+ Use Cases (who, how)
+ Workflow (how, dependencies)
+ Creative Design (experience)
+ Timeline
= PLAN
Requirements Diligence: The Cornerstone to an eCommerce Project's Success
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6. Requirements Diligence
Ten Steps to Requirements Success
1. Align with Business Objectives
2. Know Relevant Best Practices
3. Perform Competitive Analysis
4. Define Functional Requirements in Detail
5. Prioritize and Time Phase Requirements
6. Document Use Cases
7. Diagram Workflow Design
8. Apply Creative Design
9. Test and Adjust Requirements …again and again
10. Keep Requirements Updated …always
Requirements Diligence: The Cornerstone to an eCommerce Project's Success
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7. Before everything else, getting ready is the secret to
success. - Henry Ford
1. Align with Business Objectives
Define success. Spell out your desired, measurable objectives.
– Reinforce brand? Improve customer experience?
– Reduce costs? Increase profit margins? Increase conversion rates? Increase sales?
– Gain market share?
Know and agree why are you changing/re-designing/re-platforming
– Current site is out-dated? Inflexible? Needs better features or customer experience?
– New branding / imaging?
– Adding new businesses or product lines? Going global?
Define who are you designing it for
– Who are your customers and what do they want?
– Why do they come back?
– Are there different messages for different audiences? Primary and secondary?
Requirements Diligence: The Cornerstone to an eCommerce Project's Success
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8. (cont.) 1. Align with Business Objectives
Align your organization to support the objectives
– Who are the stake-holders vs. decision-makers?
– Who is going to do the work? Who is going to review the work?
– Do you have enough of the right expertise or resources in-house?
• Right expertise: Technical, e-marketing, e-merchandising, creative design, IA/content design,
customer support, fulfillment, etc.
– Are external or on-demand resources available?
– Have you allocated enough time? Are there conflicting projects or objectives?
Assign and allocate the project team
– Is everyone clear on roles and responsibilities, time commitments?
– Who is the project lead and do they have the right authority and accountability?
Document it ! Socialize it !!
Requirements Diligence: The Cornerstone to an eCommerce Project's Success
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9. If I had six hours to chop down a tree, I'd spend the first
hour sharpening the ax. - Abraham Lincoln
2. Know Relevant Best Practices
Research “Best Practices” at the feature/function level
– Research the industry
– Network with peers to find out what worked and didn’t work for them
– Reach out to experts in the field including consultants and providers
– Read whitepapers, research reports, forums, blogs
– Be careful of analysis paralysis
“Play” with other great sites
– Shop competitor and non-competitor sites
– Experiment with leading edge and non-leading edge features
Use quantifiable market data and benchmark as much as you can
– FitBase Best Practices Checklists for 30 ecommerce topics is available for webinar attendees at
– E-tailing Group www.fitforcommerce.com/bestpractices.html
Document it ! Socialize it !!
Requirements Diligence: The Cornerstone to an eCommerce Project's Success
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13. E-tailing Group Benchmarking
Use EG100 benchmarking data to compare adoption
To benchmark your site against the EG100 across 260 features: www.e-tailing.com
Requirements Diligence: The Cornerstone to an eCommerce Project's Success
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14. It's not the will to win, but the will to prepare to win that
makes the difference. - Bear Bryant
3. Perform Competitive Analysis
Conduct competitive analysis
– See what you like and don’t like
– Decide what you want to include and want to avoid
– Check competition in your category, but also mindshare or budget competition
– Think about what’s needed to give you a competitive edge – short-term and long-term
Compare specific features to non-competitors, too, to understand what
your customers expect
– What sites and features are setting a new bar?
– What capabilities or interactions are your customers being trained to expect?
Document it ! Socialize it !!
Requirements Diligence: The Cornerstone to an eCommerce Project's Success
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17. (cont.) 4. Define Functional Requirements
Document your current capabilities
– Pinpoint what features or areas of the site or content drive sales (or, conversely,
trigger abandonment or service calls)
– Don’t assume they are obvious
– Review every page, data set, content
– Never assume your new site will have all the features and functionality you currently
have, unless you plan or confirm that it will
Limitations or Impact Factors
– Technical processes or limitations, such as integrations with legacy
– Budget considerations
– Organizational considerations, such as strong/weak skills
Requirements Diligence: The Cornerstone to an eCommerce Project's Success
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19. Chance favors the prepared mind. - Louis Pasteur
5. Prioritize and Time Phase Requirements
Prioritization
– Know that you can’t always get what you want when you want it
– Rate them
• Must Have = Cannot re-launch without it / Is a critical capability
• Should Have = Should not launch without it / Is important
• Nice to Have = Can launch without it / Try to include / Can be phased in
– Stack rank requirements – top 40 in order
Phasing
– And when do you need it by?
– What are your timelines? What drives your timelines?
– Is project phasing an option? Is some throw-away work acceptable?
Document it ! Socialize it !!
Requirements Diligence: The Cornerstone to an eCommerce Project's Success
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21. Case Study: Spencer’s Gifts
Must Have: Should Have:
⁻ Content management system: promotion ⁻ Personalized product
flexibility, template changes, manage recommendations
graphics, shipping options ⁻ Product ratings and reviews
⁻ Merchandising tools - categories ⁻ Dynamic imaging (zoom, alternate
views)
⁻ Auto merchandising ⁻ AJAX capable
⁻ Navigation/taxonomy ⁻ Site optimization, A/B and
⁻ Site search integration Multivariate Testing
⁻ SEO – unique meta/title tags
Nice to Have:
⁻ Analytics integration and page tagging
⁻ Alternate payments
⁻ Cart/checkout functionality ⁻ Improved content
– persistent cart
⁻ Wish list, gift registry, gift guides
⁻ Loyalty Program ⁻ Product comparison
⁻ Integrate with order management ⁻ Micro sites
⁻ Parent/child sku relationships ⁻ Mobile
⁻ Security and PCI compliant ⁻ International
⁻ Blog
Requirements Diligence: The Cornerstone to an eCommerce Project's Success
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22. Survey Question #2
In your most recent implementation, how would you describe
your requirements:
1. Very rigorous
2. Rigorous
3. Good enough
4. Not rigorous enough
Requirements Diligence: The Cornerstone to an eCommerce Project's Success
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23. Success always comes when preparation meets
opportunity. - Henry Hartman
6. Document Use Cases
Uses Cases are written to clarify a specific customer experience/journey
Multiple features can be included in a single Use Case
For each Use Case, include:
– Objective
– Scope
– Requirements
– Process & Feature Dependencies
– Data Dependencies
– Demonstration Scenario
– Alternatives
– Integrations
– Technical Assessment & Options
– Special Requirements
– Risks, Issues, Constraints
Document it ! Socialize it !!
Requirements Diligence: The Cornerstone to an eCommerce Project's Success
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26. I have yet to be in a game where the most prepared
team didn’t win. - Urban Meyer
7. Diagram Workflows
Functional Component Diagram
– Functional view of the eCommerce business to show inter-relation and implications to
process, organization, technology
Technical Component Diagram
– Technical integrations and data flow between systems detailing inputs and outputs
Site Workflows as more than a Site map
– Pages are to be used
– Features/content by page
– Storyboarding, IA, labeling, navigation
– Key workflows like: Browse, search, guided nav, Registration, Checkout
Document it ! Socialize it !!
Requirements Diligence: The Cornerstone to an eCommerce Project's Success
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30. In all matters, before beginning, a diligent preparation
should be made. - Cicero
8. Apply Creative Design
“Lo-Fi” vs “Hi-Fi” Wireframes
– Lo-Fi covers layout – what is on a page (think inventory), relative size and position
– Hi-Fi is where everything is to scale
Creative Design
– The look and feel of the site including colors, design devices
– Create multiple options to demonstrate a “design system”
Use Corporate Identity and Style Guide
– If none exists, create one first, then adjust, then update it
Usability
– Ensuring a visitor/customer’s experience is as effortless as possible
Document it ! Socialize it !!
Requirements Diligence: The Cornerstone to an eCommerce Project's Success
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35. Measure twice; cut once. - Unknown
9. Test and Adjust Requirements
…again and again
Test requirements against all use cases including “edge cases”
– Test for wrong-course path. What should happen when errors are made?
Field Testing
– User/usability testing of wireframes (start with mockups)
– Ask ‘friendlies’ (customers) to give feedback
– Get structured feedback of creative design, but go beyond “I like/don’t like” to “This
works for me because…”
Adjust Requirements
– When testing or other factors prove a need to adjust
– Be careful not to react too quickly to feedback
Document it ! Socialize it !!
Requirements Diligence: The Cornerstone to an eCommerce Project's Success
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36. Spectacular achievement is always preceded by
spectacular preparation. - Robert Schuller
10. Keep Requirements Updated
…always
Keep a library of requirements documents
– Print a binder to maintain most recent
– Maintain version control
Create a process to update requirements when anything changes
– Hard to do when focus is testing and going live
– Testing Team and Requirements Team must be in synch
– Make last step of testing (e.g. closing a ticket) include checking that requirements
were updated
Document it ! Socialize it !!
Requirements Diligence: The Cornerstone to an eCommerce Project's Success
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37. Requirements Checklist
Align with Business Objectives
Know Relevant Best Practices
Perform Competitive Analysis
Define Functional Requirements in Detail
Prioritize and Time Phase Requirements
Document Use Cases
Diagram Workflow Design
Apply Creative Design
Test and Adjust Requirements …again and again
Keep Requirements Updated …always
Breathe a sigh of relief …and then get back to work,
it’s on to implementation!
Requirements Diligence: The Cornerstone to an eCommerce Project's Success
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38. Questions?
Bernardine Wu,
CEO
FitForCommerce
www.FitForCommerce.com
bwu@fitforcommerce.com
Use promo code “EPWEB10” for 10% off a
FitBase Retailer Subscription until 7/10
www.fitforcommerce.com/fitbase
Best Practices Checklists for 30 ecommerce
topics is available for webinar attendees at
www.fitforcommerce.com/bestpractices.html
Thank you
www.elasticpath.com/resources
Requirements Diligence: The Cornerstone to an eCommerce Project's Success
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Editor's Notes
FFC was founded to help ecommerce businesses figure out what ecommerce features and technology are needed and where to buy them. We are addressing a need in the market right now where many retailers are asking our help to form an ecommerce grown strategy, define and document detailed requirements –making sure all stones are turned over, manage an RFP process and help select the ‘best fit’ technology or provider We are also assisting some e-retailers with their implementations, and for others we are helping to strengthen their eMarketing strategies in conjunction with leveraging technology. To get a sense of the webinar audience, we’d like to do a quick poll to find out how many of you are going to make a technology selection decision in the next 6 months? POLL: “Do you need to make an ecommerce technology selection decision in the next 6 months?” YES or NO
Though there are many ways of going about this, the important take-away is that you follow a rigorous process that is unlike the diligence you would perform if you were investing in a stock, choosing a school or career, or even choosing a mate. The SCIENCE is in following a pre-planned method, the ART is in being flexible and adjusting along the way Whatever process you follow, it will involve ‘due diligence’ I like think of this in two buckets: Requirements Diligence means knowing what you need and want and making sure that you’ve done considerable homework and detailed work Selection Diligence means knowing what’s out there and making sure you are selecting the best choice for your business We’ll be discussing these in stages in this webinar, and I encourage you to ask questions at any time – and that includes you, too, Jason! The process of choosing ecommerce technology should apply in principle to all technology decisions – whether you are making an in-house decision, choosing a point solution for a certain portion of your ecommerce business, or even re-platforming. I will probably use more examples of choosing a new ecommerce platform because that can be the most complex and time-consuming decision, but by all means think of how this applies to the decision you need to make in the next few months. BTW, I spared everyone from cheesey clipart, but I couldn’t resist the stock photos, so hopefully with some good humor I’m going to subject all of you to my stock photos!
Clarify business, operational and organizational drivers Assess yourself, take a hard look at your own business Map out your operations including business flows, system context diagram List out pain points, points of failures, SWOT Agree on your business objectives Include vision, metrics, competitive advantages Take the opportunity to re-engineer your business Improve your processes Re-evaluate your products/services Better define your target customers Think about a redesign Set concrete, measurable objectives for your eCommerce business Understand your people and your culture Involve your company’s key stakeholders Document and socialize! Understand your organization Who are the players? Who are the stake-holders? Who are the decision-makers? Who is going to do the work? Who is going to review the work? Does the organization support the objectives? Do you have enough in-house resources? Are external or on-demand resources available? Do you have the right expertise? Technical, e-marketing, e-merchandising, creative design, IA/content design, customer support, fulfillment, etc. Have you allocated enough time? Are there conflicting projects or objectives? Who is the project team? Is everyone clear on roles and responsibilities? How much time from each person or function is needed at each stage? Who is the project lead and do they have the right authority and accountability? Clarify business, operational and organizational drivers Assess yourself, take a hard look at your own business Map out your operations including business flows, system context diagram List out pain points, points of failures, SWOT Agree on your business objectives Include vision, metrics, competitive advantages Take the opportunity to re-engineer your business Improve your processes Re-evaluate your products/services Better define your target customers Think about a redesign Set concrete, measurable objectives for your eCommerce business Understand your people and your culture Involve your company’s key stakeholders Document and socialize!
Determine and prioritize your requirements Define them at a detailed, feature-by-feature level Create use cases and user personas Include systems, data and processes your eCommerce system will integrate with Create workflow designs, screen mockups to show how your site will operate Include requirements for managing the site How products are loaded and manipulated How pages are changed How promotions are managed How orders are managed, fulfilled How customers are handled Prioritize your requirements Rank them in numerical order Rate them as nice-to-have and must-have Use ‘use cases’ to describe ‘how’ it should work