An example of product development (my approach)

1. The position: Product Owner / IT Business Analyst
Author: Peter Bielik

2. A contant:
1. Collection of customer needs (Voice of customer-VOC)
2. The presentation of VOC results to our team
3. The presentation of beta products to the client
4. Taking part on testing on the client’s site

3. On-line Insurance selling
The collection of VOC:
The Target:
 Identifing the customer needs/ behaviour and to define CTQ(S) and the importance for the customer
 Creating an inquiry for clients using the specific questions relating to the online insurance
To whom:
 Existing/ Potential new customers, existing insurance companies
The methods:
 A call survey, a free Surveymonkey, a focus group, a survey from fairs, segmentations of customer
1. Collection of VOC (Voice of customer/market/technology):
Analyzing existing providers of on-line Insurance, (the best on-line shop/bank)
The Target:
 Identifing weakness of existing on-lines portals
The methods:
 An competitor analysis, a SWOT analysis, a personal buying on-line insurance
The outcome of the customer needs:
TOP 10 expected needs from the customer in the measurable targets
(for an instance: buying on-line insurance within 2 minutes, buying insurance in maximum 2 clicks, sending a
contract to my an in-box in 30 minutes, The cost of insurance for travelling maximum 2 euros/ day, etc.,....)
1.1
1.2

4. The target:
 to inform our team what are the real needs of the customer in measurable targets
 to get a feedback from our team
 to incorporate the customer needs to a beta products
To whom:
 IT team, sale, key account managers, management, project manager, (Insurance companies)
The methods:
 The effort & impact analysis, the cost of work, project managent
2, The presentation of VOC results to our team
The outcome of the presentation:
Defining an action plan with timetable: what to do
On-line Insurance selling

5. The Target:
 to present the final beta products
 to present the benefits of this product to the client
To whom:
 The Insurance companies
The methods:
 The Online demonstrative presentation + the collection of experience/feedback (VOC)
3, The presentation of beta products to the client
The outcome of the presentation:
To get the feedback from the customer about the online application
On-line Insurance selling

6. Taking part of testing on the customer’s site:
The Target:
 To discover any behaviour of the tested application by the customers ( the insurance companies)
 To help people to navigate them in the application
 Physically collecting any feedback from using this application (listening any „words from users“)
To whom:
 The users
The methods:
 The collection of experience/feedback (VOC), a personal care about users
4, Being as a member of testing’s team on client’s site
The outcome of testing on client’s site:
To get the real insight on what is/ was going on
On-line Insurance selling

7. An example for the insurance for the lost mobile phone
1. The first step: to define for who is this product (Scope in/out of product) + the Scope of project
• For students
• For enmployed people
• For pensioners
• For Organization
2. To create a VOC through the SurveyMonkey in order to get a market overview (in the internet + in general)
(Maximum10 the set of questions, N=385 people, 10 % errors)
+ Project Management
The Students
(30%)
The Pensioners (10%)
The employed
people (60%)
Customer segmentation
by an enmployment status
Potential product~
The customer needs
Lose of a mobile
70%
Lose of key 10%
Lose of ID 20%
• VOC (The SurveyMonkey)
• Involvement of the real customers
• No the insurance of the mobile phone
in abroad
The product’s view:
The project’s view:
75%
25%
The usage of internetThe outcome:

8. 3. The second run of VOC on the product for the lost mobile phone (WHY: to find out attractiveness of this
product)
An example for the insurance for the lost mobile phone
YES 60%
The lost mobile phones
Maybe 10%
NO 30%YES 60%
The price for the insurance
5-10 € 60%
1-5 € 15%
10-15 € 25%
The Insurance of the
lost mobile phone
Yes 70%
Maybe 10%
NO 20%
Attributies of the product:
• Insurance in SR+ abroad
• Insurance against lose
• The valid insurance for the lost
mobile phone 1x/ year
• Payments for insurance: yearly,

9. An example for the insurance for the lost mobile phone
4. to find any similar product on the markets and make comperison (Competitor analysis)
Competition Comparison
Price 10 €/ year
Insur. (Abroad/SR)
Insur. Lose
The yearly price
Competitor 1 Competitor 2Competitor 3
Competitor 1
+++-- - 0The needs
Competitor 2 Competitor 3
5. Create a business model for the product 6. Verification of the product by clients+ create a beta
product (a wizard of process/ window, ..)
Process
The beta
product
KPI
Quality
Design of
windows
Cost
Testing
Agile
Development
Customer
service

10. Back up

11. Product owner and Business analyst (Product Development) in company
2
Design/ Collection of Voice of customer/
Voice of market/ Benchmarking:
Request Z
Request Y
Request X
Internal/ External
customer
Prioritization TOP Priority
Solve: Problem/ issue
with product/process/ IT
application
What I
want?
New design product/
process/ IT application
Define a problem/ goals/ benefits
1
Product owner
Mapping process/ application/ quality/
KPI/ root causes/ priority,..
Design: Processes/ application/
Quality/ Uce case/ Test/ Pilot/ KPI/
Sustainbility/ Training/ Reporting/
Manuals for users, Marketing
activities, business model, cost,..
Feature 1
Feature 2
Feature N
3 (RE) Design
Product
owner
Providing training, Roll-out the product to market/branches/ medias,
Customer support/ care/ feedback, Improvements activities,
Performance Mng, Mystery calls,..,
Control & Sustain Product= Revenue
Measuring KPI-Keep
Sustainbility
4
1 4-

12. How it could be working in Qualysoft (On-line Insurance selling)...
1
Providing: training, Roll-out the product to market/branches/ medias,
Customer support/ care/ feedback, Improvements activities,
Performance Mng, Mystery calls, Serviceability,..
Control & Sustain Product = Revenue
Measuring Sustainbility
1 5-
Potential client
Web page
Competitor 1
Web page
Existing client
Web page
Product
owner/ IT
business
analyst
Survey
Customer
The outcome= The TOP Priority
Define, Measure, Analyze Design, Validate (Lean/ Agile development)
Design process of insurance/ Windows wizard
BPMN Concrete window
(user experience
view)
Voice of
customer
Scrum meeting
(1 iteration)
Creating Use cases
2
Testing
Creating
Reporting
structure/ KPI,
Cost of product
(MD)
A Customer on-site visit3
WS - Presentation a free-
beta-test/ benefits of SW
Analyzing a SW/
collect a VOC
Repeat steps 2
and 3 in order to
reach an
agreement /
contract
4 5