Service Design and requirement Management How to combine two similar worlds Course Material Marko Rintamäki.

Service Design and requirement Management How to combine two similar worlds Course Material Marko Rintamäki

About Course Material -This material if for general training for service design and software requirement management -Material is supportive material for class room -Material will be updated during courses -FreeNest Portable Project Platform is used to demonstrate things only in practice. This is not limiting usage for material for other training environments (I hope )

About Services

Seller Customer Developer Hacker Seller Customer Developer Hacker

Requirement Management Between 40% and 60% of software failures and defects are the result of poor software management and requirements definition. In plain English, this means that about half of the problems encountered could have been avoided by making it clear, from the very beginning, what the customer expected from the respective project. This is to say that the programming was fine and the developers did their job well – only they did a different job from what they were supposed to. http://www.softwareprojects.org Read also http://www.projectshrink.com/why-requirements-change-270.html

Why requirement management IDEAL Requirements help Design Requirements help Design REQ-X REQ-Y REQ-Z REQ-O REQ

Important Concepts Service Design Requirement Capturing System Design Software Design Hardware Design

Important concepts Service Design Requirement Capturing System Design Software Design Hardware Design Service System Hardware Software Customer Stakeholder / Share holders Vision Implementation

http://www.sysml.org/ UML OMT System Engineering Google: SysML, UML, Systems engineering, Software Design, Code Software Engineering - Architecture SysML UML OMT.NET, JAVA, C++ Software Engineering - Design Requirement Management http://www.sysml.org/

Old School process model Change Management Change Management http://en.wikipedia.org/wiki/Waterfall_model Requirement Management Requirement Management Product Life Cyle

Agile Process? Service Design Phase Service Design Phase Sprint 1 Sprint 2 Sprint 3 Sprint 4 Sprint 0 http://en.wikipedia.org/wiki/Agile_software_develop ment Product Life Cyle

Service Desing What is service design? Who needs it? How service design is linked with requirement management

Service Desing Service design is the activity of planning and organizing people, infrastructure, communication and material components of a service in order to improve its quality and the interaction between service provider and customers. The purpose of service design methodologies is to design according to the needs of customers or participants, so that the service is user-friendly, competitive and relevant to the customers. Wikipedia http://en.wikipedia.org/wiki/Service_design

Requirement Specification http://en.wikipedia.org/wiki/Software_Requirements_Specifi cation

Tools for Service Desing activities http://www.servicedesigntools.org/taxonomy/term/3 http://servicedesign.wikispaces.com/

Customer Journey Map http://prezi.com/vsapapswxzho/infolab/?utm_source=website&utm_medium=pr ezi_landing_related&utm_campaign=prezi_landing_related_author

Service Blue Print http://www.31v.nl/2010/05/the-service- blueprints-overview/

Customer Journey Map Physical Evidence User Actions Front of Stage Back of Stage Support Processes

Requirement Specification -One sentence which can be tested -Sentence has to be understandable, measurable and testable All team board should have own color palette Board can be "soft locked" for further changes by user Board can be also seen as locked mode without edit Selected board's can be set in full screen slide show mode User will be able to upload own board as a background All backgrounds are available for all team members There can be max 20 different backgrounds All team board should have own color palette Board can be "soft locked" for further changes by user Board can be also seen as locked mode without edit Selected board's can be set in full screen slide show mode User will be able to upload own board as a background All backgrounds are available for all team members There can be max 20 different backgrounds Tractor has four wheels Tractor has one exhaust pipe Engine of tractor is capable of use flexi fuel The tractor has a hook for trailer The tractor shall have a enhanced driving system Tractor has four wheels Tractor has one exhaust pipe Engine of tractor is capable of use flexi fuel The tractor has a hook for trailer The tractor shall have a enhanced driving system

Requirements from product development point of view Scalability Stability Performance Security Performance Stress Usabilty Different points of view on system Requirement Category‘s „scalability “ „Stability “ „Functionality“

Feature Example 1 Feature X * n Calory Counter: Player can measure calories during training session. This can be seen as exercise result in web service eg. Facebook application Energy usage

Feature Example 2 Table Drummer: Player drums table board instead of drum can. IFDK kit is able to use DSP algorithm to detect correct drum sound from environment. In training mode IFDK is trained to detect drum sounds for environment. Table Drum Mode DSP Algorithm DSP Algorithm

Simple Requirment Process Defines Feature X * n Functional Requirements Functional Requirements Non-Functional Requirements Non-Functional Requirements Use Cases Vision of product Problem DomainSolution Domain Customer/Marketing/ business User Storys FEATURE VISION/NEED/PROPOSA L FEATURE VISION/NEED/PROPOSA L YOU! Design documents & implementation Test Case

More Concepts What means a feature, requirement, use cases, and user story

Domain & Features Client Tool Service Chat Invite ? ? Customer can get support using client chat Player can invite non- member from outside to chat Player can user team talk during chat

Domains & Features Product Selling Services Payment Online Transactions VISA Support PayPal Support BitCoin Support Buying Process Req1 Req2 Req3 Req6 Req5 Req4 - Security

Domains, subdomain, features and sub-features DOM3 F20 F20-1 F20-1-1 F20-1-2 F20-1-3 XXXX YYYY ZZ DOM1 F4 F1 F4-1 F4-2 DOM2 ÄÄÄÄ F2 F3

Create Use Case ACTOR Use Case SYSTEM Actor: System: IFDK kit Use Cacenario: Standby mode after boot 1.User turn’s on IFDK by pressing red button on front panel 2. Screen wil flash and show welcome text ”Hello my friend!” 3.User interface opens after seconds 4.Screen will show three selection buttons 5.After 30 seconds user inteface goes to standby mode Exeption: 1. If user activates screenby tapping it standby counter will be reseted Actor: System: IFDK kit Use Cacenario: Standby mode after boot 1.User turn’s on IFDK by pressing red button on front panel 2. Screen wil flash and show welcome text ”Hello my friend!” 3.User interface opens after seconds 4.Screen will show three selection buttons 5.After 30 seconds user inteface goes to standby mode Exeption: 1. If user activates screenby tapping it standby counter will be reseted

USE CASE:_____________________________________________ Actor:__________________________________ Scenario: Execeptions: USE CASE:_____________________________________________ Actor:__________________________________ Scenario: Execeptions:

Use Story http://en.wikipedia.org/wiki/User_story

Brief History of User Story Used in agile development process for requirement definition and gathering Backlog Item Simple way to describe needed functionality

Practice: Create User Storys USER STORY: As a bad behavin person I cannot access IFDK using wlan without encryption How to test? Acceptance Criteria? USER STORY: As a bad behavin person I cannot access IFDK using wlan without encryption How to test? Acceptance Criteria? USER STORY: As a member of audience I can hear effect sound that player is having electrical shocks How to test? Acceptance Criteria? USER STORY: As a member of audience I can hear effect sound that player is having electrical shocks How to test? Acceptance Criteria?

Agile requirement model Epic Story User Story UserStory0001 RequirementId0002 RequirementId0003 EpicStory0001 As a user I would like to use product Which is fast to power on As a user I would like to use product Which is fast to power on As a Customer I would like to have top quality product As a Customer I would like to have top quality product NOTE: Gadget should have >30fps UI performace NOTE: Gadget should have >30fps UI performace NOTE: Gadget should Startup <5seconds NOTE: Gadget should Startup <5seconds Acceptance Criterias?

EPIC STORY: As a user I would like to use product which is fast to startup Story Points: Notes: Gadget should startup <5seconds How to show it is tested? (eg. Acceptance Criteria) Use timer to verify startup time. Measure time from power on to main screen activated. Time EPIC STORY: As a user I would like to use product which is fast to startup Story Points: Notes: Gadget should startup <5seconds How to show it is tested? (eg. Acceptance Criteria) Use timer to verify startup time. Measure time from power on to main screen activated. Time USER STORY: As user I would like to see startup message on screen, so I could be sure a gadget is started up Story Points: Notes: Gadget should startup <5seconds How to show it is tested? (eg. Acceptance Criteria) Use timer to verify startup time. Measure time from power on to main screen activated. Time USER STORY: As user I would like to see startup message on screen, so I could be sure a gadget is started up Story Points: Notes: Gadget should startup <5seconds How to show it is tested? (eg. Acceptance Criteria) Use timer to verify startup time. Measure time from power on to main screen activated. Time

USER STORY: Story Points: Notes: How to show it is tested? (eg. Acceptance Criteria) USER STORY: Story Points: Notes: How to show it is tested? (eg. Acceptance Criteria) USER STORY: Story Points: Notes: How to show it is tested? (eg. Acceptance Criteria) USER STORY: Story Points: Notes: How to show it is tested? (eg. Acceptance Criteria)

Feature and Requirements Functional Requirements Functional Requirements Non-Functional Requirements Non-Functional Requirements Functionality Stability Security Performance Usability User Interface Design? Feature X.......

Problem domain vs solution domain What we want? How to do it? Business/Stake/Cus tomer Requirements Architecture/Desig n/Technology Requirements

Requirements and Design Business and customer Development Team Business Requirements Business Requirements Technical Requirements Technical Requirements NEED SOLUTION Design & Architecture Implentation Design & Architecture Implentation Agreement “One of sides should not dominate in design process” Implentation

Modeling…. How to understand better what is needed ??? ?

Requirment levels Customer/Business/Stake Holder Requirements System Requirements Design Requirements Component Requirements Implementation Scalability Stability Performance Security Performance Stress Usabilty

Requirement Analysis http://en.wikipedia.org/wiki/Requirements_analysis

Define Stakeholders? Define Customer?

Stakeholder list -> Actors? Customer Many customer roles => More actors? Think about Roles!

Domain -> Customer Support ?? Customer Support Service System

What is feature? Feature Feature is functionality of product/software which can be seen as one module/functionality of whole product Internal Flame kit has WLAN support Internal Flame Kit has touch screen user interface Feature is functionality of product/software which can be seen as one module/functionality of whole product Internal Flame kit has WLAN support Internal Flame Kit has touch screen user interface

Requirement FEATURE Requirement WHERE IS STARTING POINT? “Let’s define first…”

(FDD) Feature Driven Development

Brainstorming… Idea#1 Customer I would like to have Internal Flame Drum Kit Could you deliver it to us? I would like to have Internal Flame Drum Kit Could you deliver it to us? Actually We have several Wow features for it here Actually We have several Wow features for it here Ok! That‘s Interesting! Tell me more! I love it! Ok! That‘s Interesting! Tell me more! I love it! Nice looking feature propoals. We have to do some evaluation Nice looking feature propoals. We have to do some evaluation Idea#2 Idea#3 Idea#4 Idea#1 -Technology? -Knowledge -Resource -Solution? -Priority?

Is product a combination of features? Calory Counter Drum Metronome Table Drum Mode Standby Mode MIDI Support Touch Screen with single tap

Is product a combination of features Core Software/ Platform Core Software/ Platform Calory Counter Drum Metronome Table Drum Mode Standby Mode MIDI Support Touch Screen with single tap

Customer and features Calory Counter Drum Metronome Table Drum Mode Simple Training Mode MIDI Support Touch Screen with single tap Customer Type 1 Customer Type 2 Customer Type 3Customer Type 4 Who are our target customers?

Target Customers ? Drum Metronome Table Drum Mode Simple Training Mode MIDI Support Touch Screen with single tap Customer Type 1 Customer Type 2 Customer Type 3Customer Type 4 What is our key customer? Primary Target Calory Counter Secondary Target

Roadmapping features Requirement USE CASE #2 USE CASE #1 USE CASE #3 Requirement USE CASE #1User Story #1 User Story #2 User Story #3 Requirement USE CASE #2 USE CASE #1 USE CASE #3 Requirement USE CASE #1 User Story #1 Requirement USE CASE #2 USE CASE #1 USE CASE #3 Requirement USE CASE #1User Story #1 User Story #2 User Story #3 Requirement USE CASE #2 USE CASE #1 USE CASE #3 Requirement USE CASE #1 User Story #1 User Story #2 User Story #3 Requirement USE CASE #2 USE CASE #1 USE CASE #3 Requirement USE CASE #1 Requirement USE CASE #2 USE CASE #1 Requirement USE CASE #1 Release 0.1 Release 1.1 Release 1.2 Feature: Simple Training Mode Feature: Table Drum mode Feature Touch Screen with single tap Release 1.0 TIME TO MARKET!! For Target Group 3 CORE/Platform Software Development TIME TO MARKET!! For Target Group 2 TIME TO MARKET!! For Target Group 1

Functional and non-functional requirements Functional Requirements Functional Requirements Non-Functional Requirements Non-Functional Requirements Functional Requirement "User can select application from ui by using wheel button ” ”Tractor can be driven both directions” Functional Requirement "User can select application from ui by using wheel button ” ”Tractor can be driven both directions” Non-Functional Requirement "Performance Requirement" ”Tractor Startup should take minimum 10 seconds” ”Usability Requirement” ”User interface should be able to control using simple wheel quide” ”The hook can last max 20Kkg trailer load” Non-Functional Requirement "Performance Requirement" ”Tractor Startup should take minimum 10 seconds” ”Usability Requirement” ”User interface should be able to control using simple wheel quide” ”The hook can last max 20Kkg trailer load” How it works? How fast it is? How stable it is? Do some googling!! Create a wiki page!! AboutUserStory Do some googling!! Create a wiki page!! AboutUserStory

How to find requirements? You can find requirements from several sources: Users, Stakeholders, Business and Development team and many others Requirements are trying to define nature of feature/system/solution more specific than common written document does. This information is helping development team to design a solution for a need There is several common methods to define and gather requirements. Traditional Requirement modeling (http://en.wikipedia.org/wiki/Requirements_management) RUP/UML based Use Case modeling (http://en.wikipedia.org/wiki/IBM_Rational_Unified_Process) Agile XP oriented User Story’s (http://en.wikipedia.org/wiki/Agile_software_development) Your task is to figure out a small difference between them Read more http://en.wikipedia.org/wiki/Requirements_management

Tracebility Functional Requirements Functional Requirements Non-Functional Requirements Non-Functional Requirements Feature Design Implementation Test Bug Stake holder Requirement Stake holder Requirement Code ….. …… ….. Fix.. Implement/Fix TASK Test TASK Design TASK Design TASK Research TASK Research TASK

Requirement Categorys Functionality Implementation should work like this way Functionality Implementation should work like this way http://en.wikipedia.org/wiki/Functional_requireme nt

User interface? Usability of functionality? Functional Requirements Functional Requirements Non-Functional Requirements Non-Functional Requirements User Inteface Layouts

Practice: Define some requirements for selected feature Functional Requirements Non-Functional Requirements

Use Case USE CASE Written scenario for action. Also execeptions included Use Case: Open IFDK Main Application Actor: IFDK User Step1: Gadget User touches home button Step2: UI wakeup initiated (if standby) Step3: Home screen is activated Setp4: User browses applications specific icons using wheel button Step5. Icons are moving on screen left and right Step6: User selects application by pushing wheel button Step7: Application starts up <4 seconds Execptions: 1. If application cannot start there will be note on screen about problem USE CASE Written scenario for action. Also execeptions included Use Case: Open IFDK Main Application Actor: IFDK User Step1: Gadget User touches home button Step2: UI wakeup initiated (if standby) Step3: Home screen is activated Setp4: User browses applications specific icons using wheel button Step5. Icons are moving on screen left and right Step6: User selects application by pushing wheel button Step7: Application starts up <4 seconds Execptions: 1. If application cannot start there will be note on screen about problem Use Case A use case in software engineering and systems engineering, is a description of steps or actions between a user (or "actor") and a software system which leads the user towards something useful. [1]software engineeringsystems engineeringactor [1] Wikipedia

Why Use Cases? Use cases are used for define functional requirements!

Functional Requirement DEFINED USE CASE DEFINE USE CASE Functional Requirement Non Functional Requirement Can Lead to Helps to define!

Team Work: 1. SELECT TWO DIFFERENT DOMAINS Use Paper 2. DEFINE ACTOR’s ACCORDING DOMAIN DETECT ALSO ROLES Use Paper 3. DEFINE 10 EXAMPLE USE CASE’s FOR DOMAIN Use Paper DEFINE DRAFT FEATURES PACKS

Team Work: Learn to Use VISIO and TRAC for documentation: 1. Draw all selected Use Cases with Microsoft Visio You can use also DIA on Linux platform 2. Define Actors as wiki pages links… Eg. ActorCustomer 3. Create own wiki page for all defined Use Cases Use ActorWikiPage linking in documentation! 4. Attach UseCase Diagrams (exported as JPG) directly on Use Case specific Wiki Pages Define step and all needed. PLEASE TRY TO USE WIKI LINKING AS MUSH AS POSSIBLE!

Brief history of Use Cases Defined by Ivar Jacobson http://en.wikipedia.org/wiki/Use_case Used with UML (Unified Modeling Language) http://en.wikipedia.org/wiki/Unified_Modeling_Language http://en.wikipedia.org/wiki/Unified_Modeling_Language RUP (Rational Unified Process) http://fi.wikipedia.org/wiki/RUP

User Story USER STORY Examples Simple phrase describes a need. This can lead to several other storys! "As user I would like to open application easily” As a user I would like to select application from icon list on screen As a user I would like to configure amount of application icons on screen "As a user I would like to use wheel for speeding up selection process" "As a user I would like to initate application fast enough" "As a tractor driver I would like to have enhanced driving system” USER STORY Examples Simple phrase describes a need. This can lead to several other storys! "As user I would like to open application easily” As a user I would like to select application from icon list on screen As a user I would like to configure amount of application icons on screen "As a user I would like to use wheel for speeding up selection process" "As a user I would like to initate application fast enough" "As a tractor driver I would like to have enhanced driving system” User Story

Use Case, User Story & Requirement Requirement Measurable Testable Requirement Measurable Testable USE CASE Written scenario for action. Also execeptions included Use Case: Open Application Actor: Gadget User Step1: Gadget User touches home button Step2: UI wakeup initiated (if standby) Step3: Home screen is activated Setp4: User browses applications specific icons using wheel button Step5. Icons are moving on screen left and right Step6: User selects application by pushing wheel button Step7: Application starts up <4 seconds Execptions: 1. If application cannot start there will be note on screen about problem USE CASE Written scenario for action. Also execeptions included Use Case: Open Application Actor: Gadget User Step1: Gadget User touches home button Step2: UI wakeup initiated (if standby) Step3: Home screen is activated Setp4: User browses applications specific icons using wheel button Step5. Icons are moving on screen left and right Step6: User selects application by pushing wheel button Step7: Application starts up <4 seconds Execptions: 1. If application cannot start there will be note on screen about problem USER STORY Simple phrase describes a need. This can lead to several other storys! "As user I would like to open main menu using left button" "As a user I would like to use mouse wheel for zoom" "As a user I would like to initate application fast enough" USER STORY Simple phrase describes a need. This can lead to several other storys! "As user I would like to open main menu using left button" "As a user I would like to use mouse wheel for zoom" "As a user I would like to initate application fast enough" Non Functional Requirement "Performance Requirement" "Application Startup should take minimum 4 seconds" Non Functional Requirement "Performance Requirement" "Application Startup should take minimum 4 seconds" Functional Requirements "User can select application from ui by using wheel button " Functional Requirements "User can select application from ui by using wheel button "

Practice: Define specific requirements for feature Define 10 requirements in a team for a selected product

Card Game Functional Requirement Non-Functional Requirement LOAD SECURITY MAINTENANCE IMPLEMENTATION Non-Functional Requirement Agile Epic / Theme SCALING FUNCTION SAFETY Non-Functional Requirement RECOVERY? NON FUNCTIONAL PERFORMANCE? Main { …. } Main { …. } ?

Card Game Stake Holders? Customer / User ?Business Request ? Use Case NON FUNCTIONAL PERFORMANCE? SCALING USABILITY UC Acceptance Criteria? RECOVERY? NON FUNCTIONAL User Story ? User Story Addition + SCENARIO ? Traditional Feature ?

Who? When? How? Cost? Who? When? How? Cost? Who? When? How? Cost? Who? When? How? Cost?

Practice: Define Features Play problem domain card game with team to search for features?

Logo The main logo consists of two elements, the leaf and the text laying horizontally. You can also use the logo with the FreeNest text under the leaf, if you need. Don’t do this often, the main logo should be the horizontal one.

Logo You can also use the logo with dark background and white text. You can use the logo with the “Product Platform” text under the FreeNest if the logo itself does not open up in the context.

Logo Do … observe the free space around tho logo. use the logo with black text when the background color is lite. use the logo with white text when the background color is dark. use white, black or neutral backgrounds. respect our logos. keep the logo readable. Don’t … squash or stretch the logo. alter the proportion of the logo. alter the layout of the logo. put anything over the logo. change the colors of the logo.

Brand colors TMNT and Leaf Green are the main colors of the brand. You can find the colors from the FreeNest logos leaf. Logos typography has the color called 666. Use these green colors with light or dark background, but do not use TMNT color behind the logo. TMNT Hex: #5f8029 CMYK: C67 M30 Y100 K15 Leaf Green Hex: #8ec03d CMYK: C52 M0 Y90 K0

Brand colors Kissa can be used as a background color for some elements. It must also be used as a text color if the background is gray (Toolbox for example). Gandalf is meant to be used as a text color if the background is light (Steven Seagull). Steven Seagull is a main background color for everything in FreeNest. It can be also used as a text color if the background is dark (Kissa for example). Gandalf Hex: #454545 CMYK: C65 M55 Y52 K53 Kissa Hex: #1a1a1a CMYK: C76 M67 Y0 K0 Steven Seagull Hex: #fafafc CMYK: C2 M2 Y1 K0

Brand colors Sad Cloud, Happy Cloud and Hazy Morning are meant to be used for other visual elements in layouts, buttons, images, illustrations etc. Use them carefully, do not let the blue shades dominate the green shades! Sad Cloud Hex: #3b5975 CMYK: C81 M57 Y34 K21 Happy Cloud Hex: #7abaf5 CMYK: C53 M16 Y0 K0 Hazy Morning Hex: #c5dff7 CMYK: C26 M6 Y0 K0

Web colors Great success, Doing It Wrong and Fatal error are utility colors. They are used to give feedback for the user. Great Success means that everything’s good. Doing It Wrong is a notice colour for noticing the user. Fatal Error is used for errors. Fatal Error Hex: #ad2a20 Doing It Wrong Hex: #ffc30f Great Success Hex: #7fb34b

Web colors 666 is the darkest shade you can use anywhere. 666 is near black. If there is necessary to use black, this color is the one. Toolbox and Team Board are used as a background for some elements (a toolbox or web site element background for example). 666 Hex: #060606 Team Board Hex: #c8c8c8 Toolbox Hex: #ebebeb

Typography Roboto Condensed, Roboto Condensed Italic Roboto Bold Condensed, Roboto Bold Condensed Italic Roboto Thin, Roboto Thin Italic Roboto Light, Roboto Light Italic Roboto Regular, Roboto Regular Italic Roboto Bold, Roboto Bold Italic Roboto Black, Roboto Black Italic The Roboto family The brand font is called Roboto. Always maintain the consistency in FreeNest software, web media, print media etc! If it’s not possible to use Roboto in web, use Arial.

Typography Using Roboto In body text you should use Thin or Light. Light can be used if Thin gets too thin and stuffy. This text is written with Roboto Light. For highlighting etc. you can use Bold or Black. Never use Italic for anything else than just short quotations and such. See the text colors in the Colors section to select right color for the right background when writing text. FreeNest (Roboto Thin and Roboto Black)

FreeNest Brand

What is The FreeNest Brand? We take branding seriously, The FreeNest Brand is our pride and joy. It is the message we want to send to the developer teams, customers and stakeholders. These guidelines must be followed in all FreeNest’s print and electronic communications, marketing and informing. Documentation defines logo guidelines, typography and the use of colors.