MIS611 - Information Systems Capstone
MIS611 - Information Systems Capstone
(Assessment 3)
FINAL REPORT
Case Study - Giverly
Student Name Student ID Contribution %
Quan Trung Le A00044674
Anton Potapov A00040429
Maninder Kaur A00042385
Mohd Abdullah Omar Ashfaq A00059466
Daxesh Maheshbhai Chaudhari A00036467
Learning Facilitator/Lecturer: Dr. Enrico Tam
2022 (Trimester 2)
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Table of Contents
Table of Contents
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Checklist
Assessment 2 Part B (Milestone 2) Content checklist
This is a check list to ensure you have completed all the sections of the assessment and is required to be signed by each group member:
Number Section to be completed
Completed (please tick)
1 Introduction
2 Scope
3 Stakeholders
4 Empathise
5 Define
6 Ideate
7 Prototype
8 Test
9 Implement
10 Recommendations
11 Appendices
Signature of each group member confirming all group members have checked and completed all the assessment sections:
1 ___________________________________
2___________________________________
3___________________________________
4___________________________________
5___________________________________
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Introduction
This must include background information on the case study and client/organisation that has been provided to you. It should also state the purpose of the report and what you plan to deliver to your client/organisation (drawing on your Assessment 1, Project Plan). (150 words).
Giverly is a young start-up from Adelaide, serving as a platform for more than 500 retail businesses. In the course of studying Giverly's business, it was revealed that the company has lack a system for receiving, storing and processing user data, which would help set up customer base analytics to improve customer service, marketing and promotion of the company. The purpose of this report is to define the scope of the project by identifying goals, exceptions, limitations, and deliverables. Also, the definition and description of stakeholders, taking into account their power of influence and interests in the project, as well as their requirements for the project, will be distributed and prioritized. This report will present 2 persons who will be provided as potential users. In addition, a customer journey map will be outlined through Awareness, Consideration, Conversion, Loyalty and Advocacy. Furthemore, prototypes of the information system will be provided as screenshots.
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Scope
Clearly identify your project scope in relation to each of the following, the project:
goals and objectives;
exclusions;
constraints;
assumptions; and
deliverables (importantly, ensure you include what will not be delivered).
(200 words).
Goals and Objectives
There are two primary goals and objectives undertaken for this project which aim to fulfil the customer requirements for Giverly. The main objective is to ensure that the extensive data collected by Giverly is leveraged effectively which will be implemented by introducing a new and updated information system which is the second main objective of this project.
Exclusions
In identifying the project scope, there are two main project exclusions that will not be included in the project scope. Firstly, data analytics will not be provided as it will not be included as a service in the new and updated information system. Secondly, no external data or information will be provided to Giverly or to their partner brands to aid their marketing strategy.
Constraints
In undertaking this project for Giverly, few constraints were experienced which includes the limited information and no dedicated Information Technology (IT) team. Since Giverly is a new start-up company, acquiring extensive information to provide a technical solution was difficult due to the limited availability of information and also due to the lack of an IT team at Giverly.
Assumptions
As already mentioned in the Constraints section that the limited availability of information posed as an issue, due to this scenario few assumptions were made in this report. Giverly states that they employ about 2-10 employees in their organisation and from that, it is assumed that Giverly does not have a specified hierarchy and also does not have any specified departments within their organisation.
Deliverables
For the deliverables of this project, there are two main deliverables which are the updated data formats and an updated information system through which the customers data will be collected, stored and transferred from Giverly. The updated information system will be a CRM-based solution that will effectively allow Giverly to interact with their customers. As mentioned before in the Exclusions section, data analytics and external data are project exclusions that will not be included as part of the deliverables of this project.
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Stakeholders
Provide an updated overview of all key stakeholders who have been considered in the report to date, including their roles, level of impact and level of interest. In addition, provide a clear outline of the stakeholders that will need to be managed by the client/organisation should they choose to adopt your recommendations. (150 words).
Please include your stakeholder summary from the Assessment 1Project Brief. Include any feedback provided in this version
Figure 1 displays stakeholders distribution according to the Power / Interest grid
Figure 1. Power / Interest grid
Giverly project manager:
Role - Project management for the implementation of a new CRM system at Giverly.
Giverly management:
Role - The main stakeholders on the part of the customer. Decision-makers.
Giverly legal service:
Role - Responsible for the legal side of the process.
Giverly IT team:
Role - Responsible for the technical component of the project. Management of the deployment stack.
Sponsor:
Role - One of the main stakeholders. Determines the financing of the entire project.
Giverly partners:
Role - Companies whose products are purchased through the Giverly service. Can provide additional customer information.
Suppliers:
Role - Suppliers of the necessary hardware and software from whom the components for project management will be ordered.
Government Regulators:
Role - Government officials that must receive the required reporting on the maintenance and completion of the project.
If the representatives of Giverly accept our recommendations, they will need to manage stakeholders from government regulators, suppliers regarding the resources necessary for the company to carry out the project, as well as Giverly partners
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Empathise
The first step in the Stanford Design-Thinking model is to empathise. In your report, you should demonstrate your ability to empathise with and articulate your clients/organisations needs/requirements through the following:
Customer personas: Develop a minimum of two customer personas that are to be used as the basis for determining the other elements of the empathise stage. (200 words).
Empathy maps. Complete an empathy map for each customer persona you have developed. This should include how/what the customer persona hears, thinks, says and sees in relation to the client/organisation. In addition, it should state their pains and gains. (200 words).
Research. Conduct research into the customer personas you have developed and what their needs are in relation to the clients/organisations product or service. (200 words).
Stakeholder requirements. Clearly define the stakeholder requirements using the MoSCoW. (250 words).
Customer Personas
Persona 1
Persona 2
Empathy Maps
For Persona 1:An empathy map was developed to assist in comprehending Amelia's environment and what she may be seeing, doing, or thinking as she interacts with the website.
For Persona 2:An empathy map was developed to assist in comprehending Callin's environment and what she may be seeing, doing, or thinking as she interacts with the website.
Research
There is a relationship between the personas that were developed and the organizational products and services. Personas are essential to a product's success because they drive design choices by highlighting common user wants before the design process has even begun (Jansen et al., 2021). Personas help the team come to a common understanding of the aims and capabilities of the users they are designing for (Ramos et al., 2021). The needs of the users are closely related to what the organization offers. The first persona requires shoes while the second persona requires clothes as well as food and other items. The above-mentioned items are provided by Giverly, whose platform has more than 500 retail businesses ranging from beauty to finance to gifts to travel to food to groceries to hotels to fashion. Buyer personas may help the company get a clearer picture of what potential customers want from the company, and what information and answers they are hoping to discover on the platform. What motivates the persona is critical to know how to sell and what the company should be offering them (Salminen et al., 2020). Through the two personas, the company may even be able to discover new areas for product or service development to meet their needs in the future. If nothing else, it may and should guide the companys work on its website, emails, blogs, and other online platforms.
Stakeholder Requirements
Prioritization is often difficult. Especially with regards to the deployment of new ideas and/or technology. Everyone in an organization desires that everything be completed immediately, which is virtually impossible. Stakeholders provide their requirements for the project. There are several techniques available to facilitate prioritization. Among these is the MoSCoW technique (Miranda, 2022). With the MoSCoW Method, requirements for the final project or product are identified. This methodology allows you to divide the requirements into four parts according to the priority of their implementation:
Must Have - must be in the project and does not require additional negotiations
Should Have - important but not vital for a project
Could Have - desirable but less important
Wont Have this time - requirements that, by agreement, will not be met at least in the current period
Must have
Giverly project manager:
Availability of uninterrupted communication with members of our team.
Giverly management:
The ability to manage contacts, including the organization, storage, and tracking of information related to customers, leads and prospects, including the ability to bulk import data from, for example, a previous CRM or spreadsheet.
Having a system to track and process your customer interactions, such as invoices, purchase histories, and order status.
Giverly legal service:
Setting access to the system according to assigned roles to prevent unauthorized data leveraging.
Safety. The system must be protected, as it will collect, store and process users' data
Sponsor:
Business intelligence and reporting to track and measure customer service factors and decision-making with the ability to create your reports and dashboards.
Government Regulators:
Compliance with all laws using legal documents
Should have
Giverly management:
It should be possible to sync the system with the mobile app so that you can access CRM data from anywhere through an internet connection.
Giverly IT team:
Cloud-based deployment environment based on a web interface, also called a SaaS platform, for easy management and maintenance.
Could have
Giverly project manager:
Implementation of a chatbot for partial call centre automation.
Integrating social networks with CRM will enable to better manage the public image of the company and engage with the public.
Suppliers:
Plan for purchasing components and software in the long term
Wont have this time
Giverly management:
Deploy Voice over IP (VoIP) to manage all calls by showing key call details.
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Define
As a team, define the way the customer personas currently interact with the clients/organisations product or service. This process will allow you to hone in on any gaps or pain points customers may experience and in doing so, clearly define your problem statement.
Complete a customer journey map using the following framework: Awareness, Consideration, Conversion, Loyalty and Advocacy (200 words).
Problem Statement: A clear problem statement is imperative in meeting any clients/organisations needs and agreeing on the path forward in a project. Clearly articulate the problem statement that you will be solving in Milestone 2Client Report (SectionB). (100 words).
Awareness: Customers are attracted to a brand via brand awareness. A brand needs to create awareness about itself by promoting different aspects such as environmental concerns or healthy living attributes. This makes the customers relate to a brand and contributes to brand awareness.
Consideration: The second step followed by awareness is consideration. When customers start knowing about a particular brand, they want to consider it. Considering a brand is a vital step because at this stage, a brand can show its effectiveness to the customers is beneficial in acquiring them (van Apeldoorn & van Herpen, 2021).
Conversion: After considering a brand, customers establish a comparison between that brand and their existing brand; after a successful comparison, conversion begins, which results in a brand shift.
Loyalty: After converting to the brand, when customers start liking a service for a long time, they get attached to that brand and loyalty is built. A brand can now count them as their loyal customers.
Advocacy: Loyal customers promote a brand because they connect with it. When brands and customers have strong relationships, they have a connection that makes them advocate for the brand and share their views about it with others.
Problem statement:
In developing the problem statement for milestone 2, it is required to develop a report for the client. This includes a prototype and test, along with the implementation of elements associated with the methodology of design and thinking. The report submitted to the client must include the accessibility and requirements for completion of the project, different sorts of considerations and requirements regarding cyber security. After that, it must also include the information regarding the interface or wireframes regarding how the prototype will work and how customers will be attracted to it. Apart from this, it should also have mock-ups or diagrams.
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Ideate and Prototype
Using the problem statement you defined, develop a prototype solution that meets the needs of the customers you identified. Include:
An overview of the UX/UI elements to be considered in prototype development. (150words);
The accessibility requirements. (100 words);
The cyber-security requirements/considerations. (100 words);
Wireframes or interface designs for how the prototype will work (and how customers will interact with it). (400 words or equivalent diagrams/mock-ups).
An overview of the UX/UI elements to be considered in prototype development
Customers interact with the business through the implementation of a designed contract that is meant for business (Knight, 2018). This is fully legal and means that this contract is always well suited for business. Therefore, the design of the user interface for Giverly must contain the following element in the implementation of its prototype.
Log-in section: This is the initial page that allows the user to interact with the business. This ensures that the client can log in to the system on the condition that you have an account with the system.
Registration: This is the point that has been enhanced fully to capture the details of the client who may intend to use Giverly websites.
Once one login using a successful credential we will be allowed to access the Giverly site and execute several activities that pertain to them. Below is the most likely prototype bound to be developed.
Figure 1. Login page
Figure 2. Registration page
Figure 3. The main page of the system
Figure 4. List of clients
Figure 5. Client card
Figure 6. List of sales
Figure 7. Sale card
The accessibility requirement
This is one of the pontificating aspects which enhances the security of the software which needs to be developed. The security requirement enhances the resilience of the software in question. For instance, perform proper validation on the form to avoid cross-site scripting which might be carried out by the digital assailant.
Ensure proper password management by supplying the appropriate credential which was used to create the accounts.
Ensure that your database is well configured and sanitize your SQL queries such that SQL injection might not be available at all times (Courant, 2021). This will ensure that your system is secure and safe.
Cybersecurity requirements
The Giverly software needs to be articulated effectively for the retail business. Customer data is very significant. Therefore, to maintain the integrity of the customer's data security of the data is very paramount.
The following are some of the security considerations for the software to be developed.
Deploy honeypots: This ensures that the attacker cannot eavesdrop on real packets from the business in question. This is simply because data packets can be intercepted.
Configure your firewalls well to ensure that you regulate the incoming and outgoing traffic (Bharosa et al., 2020). This is important simply because digital assailants will be restricted from accessing our network traffic.
Sanitize your input before they are stored in the database this will ensure that attacker cannot launch SQL injections.
Wireframes
The interface design will be encompassed using appropriate markup languages which will help us design the interface. The markup to be used is hypertext mark language (HTML) this will be used in the project to develop the common structure of the system which wants to be implemented.
Cascading stylesheet in the short form is referred to as CSS. This is the styling library that helps in improving the nice and fee of the application being developed in place. These documents include the bootstrap framework which enables and enhances to improve the general appeal of the system (Wilson et al., 2022). Therefore, this matters a lot in the development of the applications. The combination of these produces an interface. The first interface to be developed in the prototype is the gateway prototype which includes the login and registration prototype.
Log in module: This is the module that authenticates the user of Giverly into the system so that he or she can perform several functionalities that are suited for him or her. This process happens depending on the kind of parameter which has been supplied. If the parameters do not match the credentials stored in the database, then an alert is generated in the system.
Registration module: This is the module that seeks to create an access point for the customer of the system into the business. This fully means that customer details need to be stored in the database. The details need to be validated before they are stored in the database. In a more classical sense, the parameters which are stored in the database are used to log in and access the dashboard.
Dashboard module: This is the interface through which the user normally interacts with the system when they access the system. At this juncture, the user now is fully logged in to the system and he can perform several operations. For instance, if it is the administrator, he can be able to see the data which has been shared by the client either as a request or as feedback from the clients.
The stored data can then transmit the data to the clouds. This has a greater impact on the security of Giverly software. Availability, integrity, and confidentiality of the data are important. All these interfaces with their logic must exhibit fault tolerance.
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Test
Provide an overview and analysis of how well your prototype solution meets the stakeholder requirements you identified. Identify any potential gaps and opportunities for future improvements. (300 words).
Implement
Provide your final recommendations to the client. Ensure that you:
Clearly articulate how this solution addresses the problem statement you defined. (150words).
Provide a high-level communications plan recommending how the client/organisation could deliver this product/solution to the identified customers. (150 words).
Recommendations
Provide a final summary on the overall experience of the project, potential future steps and additional opportunities identified. (300 words)
Appendices
You must include a copy of the project status reports and meeting minutes that you completed as a group from weeks 210.
