Integrated Sales & Project Mgmt System Requirements | Regional Utility
The Challenge
The region's largest utility provider (serving 1.5M+ people) operated with siloed, outdated systems for sales (e.g., new connections, service changes) and related project management, leading to process inefficiencies, data inconsistencies, and poor customer experience.
Approach & Execution
Project Overview
The primary utility company in the region undertook a major digital transformation project to modernize and integrate its core processes for sales and project management, impacting services for over 1.5 million people. I led the requirements definition workstream.
Work Done
- Project Leadership (Requirements): Managed the requirements gathering and documentation effort over 12 months.
- Deep Process Analysis: Facilitated extensive workshops involving stakeholders from Sales, Operations, IT, and Project Management to map existing workflows and design streamlined future-state processes.
- Agile Specification: Authored hundreds of detailed user stories and functional requirements, ensuring they were suitable for an Agile development lifecycle.
- UX & Design: Designed comprehensive end-to-end user workflows and created detailed UI mock-ups for the integrated system, considering various user roles (field technicians, sales reps, project managers).
- Persona Development: Created personas to represent the diverse user base of the system.
- Integration Definition: Documented requirements for APIs needed to connect the new system components and integrate with existing backend infrastructure.
Deliverables
- Detailed Requirements Specification Document.
- User Personas and comprehensive User Journey Maps.
- UI Concepts and High-Fidelity Mock-ups.
- Prioritized backlog of Agile User Stories.
- API Documentation for critical integration points.
Solution Overview
Led the intensive 12-month requirements definition phase for a new, integrated system. Facilitated numerous cross-departmental workshops, analyzed complex existing processes, authored detailed Agile user stories and functional requirements, designed end-to-end user workflows, created UI mockups, developed personas, and specified API requirements for system integration.
Key Results & Impact
- Delivered comprehensive requirements documentation specifying the unified sales and project management system.
- Designed optimized user workflows bridging previously siloed departmental processes.
- Provided detailed UI mockups and personas to guide user-centric development.
- Defined clear API specifications to ensure successful integration between modules and legacy systems.
- Facilitated stakeholder buy-in on the complex transformation project scope.