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What's the Difference between Business Development, Sales Development, and Business Analysis?

Business development broadly refers to activities that create long-term value for an organization by implementing growth opportunities for an organization, such as forming a partnership that helps sell a product in a new market.

Sales development, while closely related to business development, is a separate area that entails creating value for an organization by identifying, connecting with, and qualifying leads, moving the prospects most likely to make a purchase towards the back end of the sales cycle where they can be closed by a salesperson.

Business analysis is more focused on identifying a need for change in how businesses work and helping to facilitate such change, whether by streamlining existing processes or implementing new technologies and new ways of doing things.   

The rest of the article highlights the similarities and differences in these areas, overviews the main roles involved (sales development representative, business development manager, and business analyst), and discusses some of the important skills for each role.

Differences & Similarities

  • Business development resembles a sales role in that it involves working to acquire new customers and clients for a business.

  • Business analysis is quite distinct from the other two areas because it requires a lot of data and research into how the business operates as a whole, as opposed to focusing on marketing/sales.

  • Business development focuses on sales from the perspective of expanding an organization’s reach into new markets, while sales development focuses on generating new sales from existing markets.

  • Business development can be seen as a high-level sales job, while sales development is more entry-level, and there is a path between the two areas, with business development staff often beginning in sales development roles.

  • Since business development impacts stakeholders, business development decisions will often include the input of the business analyst.

Sales Development

The key role within sales development is that of the sales development representative. A sales development representative is responsible for outbound prospecting. More specifically, the sales development representative receives a list of leads from marketing, who he/she is then responsible for contacting and qualifying so that closers spend more time selling to the prospects that are more likely to make a purchase.

Skills required:

  • Actively listening to people to best determine how to ensure you meet their needs, rather than aggressively trying to move people along the sales pipeline.

  • Familiarity with or ability to learn how to use CRM platforms.

  • Resilience: it’s important to maintain positivity when a phone call or email to a lead does not turn out as planned. SDRs must be able to quickly move on from a bad phone call or email and show the same enthusiasm for the 20th prospect contacted in a day as the 1st.

The salary for a sales development representative varies quite markedly depending on location and experience level.

Business Development

A common role in business development is the business development manager, who is tasked with helping a business grow by acquiring new customers or markets to sell to and selling new products or services to existing customers. The overarching task is to diversify a company’s clientele.

Some important skills required are:

  • Excellent interpersonal skills and the ability to persuade/influence people.

  • Strong sales and negotiation skills for developing partnerships and expanding a company’s reach into new markets.

  • An eye for new business opportunities through attending industry conferences and other events.

  • Building positive relationships.

  • Writing detailed reports for presentation to senior management.

Business development managers earn a median annual salary of $71,248 in the U.S.

Business Analysis

A business analyst often acts as a link between an organization’s stakeholders and its processes. The idea is that stakeholders define their needs and the business analyst then takes responsibility for translating those needs in terms of business processes and technologies that can help deliver what stakeholders want.

While some professionals such as data analysts and process analysts perform business analyst activities in their daily work, many organizations employ a dedicated business analyst. In fact, there are sub-types of business analyst roles that focus on IT, for example, or a business systems analyst. One can also become a senior business analyst.

Key skills:

  • Creating concise requirement documents for improving processes and implementing technology solutions that help meet stakeholder needs.

  • Data visualization and other visual modeling skills that help to capture and convey information visually.

  • Ability to form strong relationships with stakeholders.

The median business analyst salary is $59,291 in the U.S.

Closing Thoughts

While sales development, business development, and business analysis involve distinct roles with specific skillsets, there is an overlap in many areas. Sales development and business development are closely linked, as are business development and business analysis.

There is, therefore, the opportunity to carve out a career path starting with becoming a sales development representative, moving to business development, before upskilling to become a business analyst.

Does Agile need Architecture to be successful?

On a recent Agile training course, the instructor opened the session by saying “Agile without a plan is just chaos!” I would like to propose that Agile without effective Architecture will eventually lead to chaos, particularly if organisations try to scale their Agile practices without some form of guiding framework.

The fundamental reason for this is that we all operate within constraints, which can be financial, regulatory, technical or customer driven. While Agile practices have traditionally been confined to software development there is a significant push by organisations, particularly at the Enterprise end of the market, to use Agile practices to manage traditional business functions. This new trend is euphemistically referred to as New Ways of Working. The benefits of leveraging Agile practices are numerous, with the fundamental benefit that organisations see Agile practices as a way to deliver improved outcomes for their customers and stakeholders, more efficiently and consistently.

There are numerous case studies citing the achievement of these benefits at a project level, but very few examples (to date) of successful Agile Transformations at Enterprise Scale. Proponents of Agile practices will point to the Spotify Model as proof that Agile Practices can be used to build a $13 billion Enterprise. Which is true, however, they didn’t do it without Architecture. They did it by leveraging Architecture and its practices as an enabler and not a governing framework. The way that Architecture worked within Spotify is quite different to how Architecture currently operates within Traditional Brick and Mortar Enterprises.

It is very hard to find a clear definition of the role of Architecture in Agile. The SAFe (Scaled Agile Framework) framework has done the most to identify the role of Architecture within an Agile environment. As with all things Agile the focus is to create consistent value and Architecture is no different. In SAFe they define two distinct elements of Architecture:

  • Emergent Design
  • Intentional Architecture

Emergent Design provides the technical basis for development and the incremental implementation of initiatives. It helps Designers and Architects to be responsive to changing customer/ stakeholder needs to ensure the initiative continually delivers value. At this level, SAFe practitioner’s see Architecture as a collaborative and interactive exercise through which the design element can emerge.

Intentional Architecture is a much more structured approach and more aligned to what many would identify as being traditional Architecture, that is a set of defined and planned Architectural initiatives which will both support and enhance the performance and usability of the initiative. In effect, Intentional Architecture is a clear recognition that we all need to operate within certain constraints such as choice of technology platform, financial budget, etc. If these constraints can be identified and incorporated into the initiative then the probability of the initiative being successful and delivering value is increased.

SAFe practitioners proport that by balancing Emergent Design and Intentionality Agile practices can be scaled to deliver Enterprise level solutions. In Safe, this combination is referred to the Architectural Runway which provides the technical foundation for creating business value. Which is in complete alignment with traditional views of Architecture.

The key to the success of this approach is the level of abstraction at which the balance of Emergent Design and Intentional Architecture occur. The fundamental behaviour that will determine this is collaboration. Architects need to be able to work productively with Agile Teams to provide fast and local support to manage Emergent Design while also helping Agile Teams to appreciate and navigate the constraints defined by the Intentional Architecture. One of the key attributes of Agile Practices is the fact that Agile Teams are encouraged to provide constant feedback to their stakeholders. As emergent designs develop Architects can use this information to adapt and develop the Intentional Architecture to ensure that the overall Architecture of the Enterprise is evolving with the organisation in the medium to long-term.

So does “Agile need Architecture to be Successful?” I would say the better question is “What type of Architecture does Agile need to be successful?” Agile requires Architecture that supports the way the Agile Practices deliver of outcomes (value). The type of Architecture that will do this will be a combination of a nimble reactive style of Architecture supported by a more traditional structured approach to Architecture. The challenge as with many things is to get the mix right!

Written by Scott Comte, General Manager of EA Learning.

To find out more about the EA Learning Business Architecture or Agile training courses please fill out the below form or click here to view our course range.

A Day in the Life of a Business Analyst / Marketing Analyst - Differences, Roles, and Tools

Business analysts typically gather and interpret data from many areas within an organization, finding solutions to business problems and improving business processes with all that data. A business analyst may measure and improve on such disparate things as warehouse efficiency and cloud software implementation.

A marketing analyst, on the other hand, studies quantitative data gathered specifically from a company’s marketing activities, such as customer behavior and social media signals, in order to better optimize marketing strategies.

With the swathes of data collected by Big Data systems and marketing tools at companies of all sizes, marketing analytics is expected to explode. One popular annual marketing study—the 2017 CMO Survey—forecasts a 229 percent increase in marketing analytics spending over the next three years.

In this article, you’ll find out about the differences between a marketing analyst versus a business analyst. You’ll also get informed on the roles and responsibilities, and the types of marketing tools, business intelligence tools, and other software that each must use in their respective jobs.


Let’s take a look at the common responsibilities and skillsets for these two roles separately.

Business Analyst

Business analysts have much more varied roles than their counterparts in marketing. More specifically, such people are usually responsible for or required to be skilled in different things than marketing analysts for their daily work, including:

  • Business analysts typically require knowledge of statistics and statistical software such as R. Companies also look for SQL knowledge in their business analysts.

  • Business analysts can work in projects with accounting, finance, IT, and marketing teams.

  • Business analysts are responsible for high-level reporting on entire business processes/domains involving multiple data sources.

  • Business analysts design solutions to problems for the business as a whole, and thus must effectively be able to communicate with many business areas.

Marketing Analyst

Marketing analysts frequently have the following specific skillsets and responsibilities:

  • Marketing analysts should be good with Excel and understand statistics. They also require excellent knowledge of all marketing tools the business uses.

  • Marketing analysts work closely with other marketing staff, making sure that all campaigns are tagged and tracked properly.

  • Marketing analysts build dashboards and reports based on web analytics and other marketing metrics.

  • Marketing analysts mostly communicate with marketing staff, sales staff, and developers.


Both marketing analysts and business analysts extensively use a slew of different software platforms in their respective jobs.

Business Analysts

As mentioned, SQL knowledge is much sought-after for business analysts. SQL is a language for managing data held in relational database systems. Business analysts would not require the same level of SQL knowledge as, say, an actuarial analyst, but a fundamental understanding of its capabilities and basic functions is vital.

Additionally, business analysts often use data visualization and business intelligence tools, such as Tableau or SAP BusinessObjects.

Marketing Analysts

Marketing analysts must understand fully all the different marketing tools deployed by the company they work for. This means knowledge of marketing automation and email marketing tools. This source extensively overviews the main marketing tools companies use. Marketers will work with web analytics tools such as Google Analytics and Kissmetrics to get insight into the behavior of prospects. See this wiki providing an overview of the types of marketing tools these professionals use every day.


Some aspects of both roles lend them well to transferability—marketing analysts are well-placed to become business analysts and vice versa. However, there are important differences that will require a learning curve, including:

  • Both roles require a good grasp of statistics but the data sources and uses will change. Both roles differ in terms of interpreting what the numbers mean—marketing analysts need to understand numbers in the context of improving marketing strategies while business analysts need to think of streamlining entire business processes from a stakeholder’s perspective.

  • Marketing analysts will require additional communication skills because a business analyst must communicate with many departments, meaning solely speaking in marketing terms will not suffice.

  • Business analysts focus on “bottom-line” metrics and KPIs while marketing analysts emphasize metrics indicative of successful marketing strategies and campaigns.

  • Business analysts are concerned with improving IT architectures as a whole, but marketing analysts just want good marketing tools that work together.

Closing Thoughts

Both roles offer diverse career paths, good salaries, and plenty of opportunities for work. It’s imperative to note that choosing one or the other doesn’t mean you are stuck doing that job forever—working at either of these roles provides valuable skills that you can use if you want to change between them.

Business Architecture in an Agile World – the What and the How.

My current, favourite question for Executives and Architects is “How do you see Architecture operating in an Agile environment.” This question usually elicits a wry smile and a response along the lines of “I will need to get back to you on that!” Many people are wondering how Architecture will fair in the world of Agile. My answer is I believe very well!

Originally developed to deliver improved outcomes in software development, Agile was the hot management trend for 2017. There are a number of drivers behind this trend, but fundamentally executive teams are looking at new ways to deliver business outcomes and to create value in an environment of increasing complexity and disruption. They see Agile as a way of shaking up old paradigms by empowering their people to be more accountable for delivering outcomes and less constrained by traditional management frameworks and practices.

The principles of Agile are very straightforward. Agile methodologies focus on the following:

  • Individuals and Interactions rather than processes and tools
  • Working Solutions rather than comprehensive documentation and project plans
  • Customer collaboration rather than contract negotiation; and
  • Responding to change rather than following a plan.

For executives who are operating traditional bricks and mortar business and are seeing their core markets being picked off by smaller and more nimble competitors, this is heady stuff. Agile promises a way to breakdown intractable bureaucracies and take on the new-comers at their own game. However, many organisations have learnt Agile won’t deliver the outcomes that executives want on its own. There needs to be something that focuses all of the creativity and energy engendered by the Agile way of working so that demonstrable business outcomes can be achieved. That something is Business Architecture.

For organisations there are three key questions that need to be answered. Why do we exist, What do we need to achieve and How will we do it! Most organisations are clear on the Why question which is usually articulated in their Mission and Vision statements. Most often this is determined by the board and/ or executive teams and communicated to management who then have to figure what they need to achieve to deliver and how are they going to do it.

I see Agile and Business Architecture as the perfect combination to answer these questions. Business Architecture answers the What needs to be done question while Agile provides an approach as to How outcomes will be delivered.

Business Architecture defines the business model, value streams, capabilities and initiatives (projects) required to deliver strategic outcomes, while Agile leverages the creativity of staff, and the ecosystem in which the organisation operates to find more innovative and efficient ways to deliver strategic outcomes.

Business Architecture takes an organisations strategic intent and defines not only what goals/ objectives need to be achieved but what needs to be done to achieve them. It provides a reference framework in which Agile approaches can operate and ensures that the outputs from the Agile processes are contributing to the organisations strategic goals.

So as Business Architects why do we need to care about, and understand, Agile. The reason is that no matter what our functional expertise, our core purpose is to deliver outcomes for the organisation. In the current environment Agile is fast becoming the preferred methodology to deliver outcomes.

In a recent CIO article on IT project success rates the author Sharon Florentine cited research from the Project Management Institute (PMI) that showed that success rates for IT projects are finally on the rise. The interesting insight as to why success rates are increasing is that organisations are measuring project success in what the author describes as a more mature manner. That is rather than looking at measures such as was the project delivered on time and on budget, they are measuring whether the project delivered the benefits that were required by the organisation. To put it succinctly ‘there is less focus on the means by which a project is deemed successful and more on the end: does the project deliver the business benefits promised?” This has been driven quite significantly by the blurring of the lines between IT and the business with many projects becoming more cross functional and multi-disciplined in their approach, which is fundamentally the Agile way of working.

This is not to say that business benefits weren’t considered as part of the traditional measure of project success but they were usually assessed once the project had closed. If the business environment and/ or needs had changed during the project lifecycle this measure may have become less relevant or in some extreme cases irrelevant. With Agile, organisations are looking at benefits (value in Agile terminology) right from the beginning of the project and they are constantly benchmarking their project outcomes against the required benefits. It all makes intuitive sense, which is why Agile is being embraced by so many organisations, but it does beg the question what are these benefits and where are they defined. In my opinion, this is the core role of the Business Architect.

I mentioned earlier that the reason that executives are embracing Agile is that they want to drive change within organisations so that they can compete and thrive in increasingly fast paced environments. They are committed to this course of action as their professional wellbeing is contingent on achieving this change. This is a golden opportunity for Business Architects to be key drivers of this change by filling the crucial role between strategic intent and Agile execution. It will require Business Architects to question and modify some practices but I see Business Architecture (the What) and Agile (the How) as a valuable combination to drive organisational performance.

Written by Scott Comte, General Manager of EA Learning.

To find out more about the EA Learning Business Architecture or Agile training courses please fill out the below form or click here to view our course range.

The Business Analyst and the Cloud

The age of cloud computing is now so firmly established that research firm Gartner predicted by 2020, a corporate "no-cloud" policy will be as rare as a "no-internet" policy is today. In the same press release, Gartner went on to predict that spending on compute power sold by cloud providers will exceed that of compute power sold and deployed into traditional enterprise data centers.

Given the ubiquity of cloud computing, business analysts need to prepare for the cloud and understand how it affects their roles. As valuable problem solvers within all organizations, business analysts will help to streamline and optimize business processes for deployment in the cloud. Below are five things you need to know about the cloud if you are a BA—these insights will help better prepare you for your company’s likely move to some form of cloud computing service. You’ll find out about motivations for moving to the cloud, some popular products offered by cloud vendors, such as AWS Amazon EFS, and much more.

Why Move to the Cloud?

Given its explosion in adoption over the last few years by all kinds of businesses, it’s helpful to understand the motivations behind the buzz about cloud computing.

Perhaps the most important reason for its surge in popularity is cost-efficiency. Without a cloud solution, organizations must fund data centers, servers, hard drives, network capacity, security, and infrastructural upgrades. Moving to the cloud reduces, and, in some cases eliminates many of these costs. In the cloud, you typically pay only for what you use, and infrastructural costs are much lower because there are fewer IT assets on-premises to maintain or upgrade.

The second consideration is scalability, meaning the ability of a computer application or service to handle growing workloads by adding more computing resources or upgrading existing computers. Scalability is difficult in traditional on-premise IT systems. However, in the cloud, scalability is as simple as requesting more cloud computing instances or requesting your provider to upgrade existing instances.

Cloud Computing Options

Organizations typically use three broad types of cloud service:

  • Software-as-a-service (SaaS). The most comprehensive option, SaaS outsources infrastructure, software, and its underlying platforms (OS, databases, etc.) all to the cloud vendor.

  • Platform-as-a-service (PaaS). The middle ground cloud computing option in which the vendor provides infrastructure and essential tools such as databases and operating systems. Businesses then build custom applications which run using the provided infrastructure and platform.

  • Infrastructure-as-a-service (IaaS). This option provides core infrastructure in the cloud while the organization manages everything else.

Cloud Vendors

A significant number of vendors provide cloud services for enterprises, and it can be tough for businesses to choose the right option for their use case. Perhaps the most well-known of these vendors is Amazon Web Services (AWS), the current market leader in cloud computing according to IDC.

AWS offers several types of cloud solution, including Amazon EFS, which provides cloud storage on Amazon EC2 cloud computers, and is commonly used for analytics, Big Data, and web serving. There is also Amazon S3, which is low cost storage typically used to distribute static web content or host static websites. To dive a little more deeply, see this post about managing Amazon EFS volumes in the cloud and how to get started with EC2.

Other options outside of AWS include Microsoft, which has IaaS, Saas, and PaaS options, and IBM Cloud.

Cloud Computing Issues

Just because cloud computing is so popular either as a hybrid solution (combining on-premises and cloud services) or as a fully-fledged cloud-only solution, this does not mean it’s without concerns.


A 2012 breach of popular SaaS service Dropbox resulted in the compromise of 68 million passwords, and there have been other security breaches since. Such incidents lead to speculation about the security of cloud computing services and how cloud hackers might get access to customer data or halt mission-critical business processes.

Despite these incidents, the cloud is very secure, and most cloud vendors enforce rigid security measures including access control, encryption, and authentication.


When a business relies on cloud providers to help provide its mission-critical apps and services, any outages experienced by the cloud provider can send businesses offline too. A 2017 Amazon S3 outage caused problems for many websites, making some completely inaccessible (more details).

Businesses can combat potential outage issues by using disaster recovery services. It’s also worth noting that disasters can happen to IT centers on-premises so this is not an issue unique to the cloud.

Business Analysts and Cloud Computing

As a bridge between the problems cloud computing attempts to solve and the implementation of cloud technology, the BA has a vital role in ensuring an optimum cloud computing strategy, whether hybrid or cloud-only.

The BA helps to:

  • Identify which processes or services should be moved to the cloud

  • Outline the required governance and policies to ensure the integrity and security of sensitive organizational data

  • Help businesses understand the levels of service required by its cloud providers to ensure any cloud solutions achieve what businesses need from them

  • Indicate how best to monitor cloud performance and identify personnel responsible for this monitoring

Business analysts are the best-suited professionals at any organization to fulfill the above duties and ensure a smooth integration with cloud technology.


Cloud computing will provide more exciting opportunities for business analysts to flourish and use their skills to do what they do best—solve real business problems. Whether your business opts for a SaaS solution like Salesforce, or one of Amazon’s IaaS/PaaS services such as Amazon EFS or S3, the above information should ensure adequate preparation for the main concerns you’ll need to deal with as a business analyst in the age of cloud computing.

Is ETL Still Relevant?

The title of this article poses a pertinent question for modern enterprises that increasingly make use of powerful high-end analytic data engines, such as Hadoop clusters and cloud-based data warehouses (see this article by Forbes, which deals with similar questions).

The challenge for enterprises that use analytic engines is one of data movement—what is the best way to get data from operational systems into data warehouses and other data platforms so that it can be queried for reporting and analytics purposes?

ETL (Extract, Transform, Load) is one such method for moving data, and it is one of the oldest data movement methods. However, debate continues as to how relevant ETL still is.

Below you'll find out exactly what ETL entails, some use cases for ETL tools, and whether ETL tools are still relevant in a world where enterprises can leverage powerful modern data platforms to transform data inside those systems to be ready for use with their business-critical applications, instead of requiring a separate transformation engine.

What is ETL?

ETL (Extract, Transform, Load) is a process of moving data from source systems, transforming data in a transformation engine for use with target applications by applying a set of rules to the data (standardizing, aggregations), and finally, loading the transformed data into the target systems, which are usually data warehouses or other data repositories. The end goal of using ETL is to enable businesses to make data-driven business decisions.

Some ETL use cases and examples are:

  • Pulling data from different transactional systems into ODS (operational data stores) for operational reporting and decision making. 
  • Retrieving data from transactional databases, transforming it for data warehouse use, and loading the transformed data into the data warehouse.
  • Extracting data from XML files, structuring it, and loading to a data mart to serve a particular community of knowledge workers within organizations.

What Are ETL Tools Used For?

ETL tools are used to manage the flow of data between source systems and target systems with ETL processes. Organizations can create their own ETL tools using scripts—this approach is suitable for a small number of data sources with similar types of data.

For most use cases, ETL tools created by other companies offer more functionality by implementing data transformations easily and consistently across various data sources, such as XML files and relational databases. ETL tools use transformation engines to sort, join, merge, reformat, and aggregate data.

Enterprises and organizations can avail of either commercially available ETL tools or open-source tools.

Useful ETL Tools

There are several different ETL tools on the market—here are some examples of the most useful ETL tools currently available:

  • Apatar—this open source ETL tool comes with a practical user interface that can reduce R&D costs. Apatar is written in Java, and organizations can use the tool to easily populate data warehouses and data marts.
  • Scriptella is another open source ETL tool written in Java that can use SQL or any other scripting language to perform data transformations. You can work with multiple data sources ETL file in Scriptella, and the tool integrates with any integrates with any JDBC/ODBC-compliant driver.
  • Stitch is a commercial self-servicing data pipeline that loads data into data warehouses using ETL processes. Stitch requires no API maintenance or scripting, and it can handle both bulk and incremental data updates.
  • Fivetran is a commercially available fully managed data pipeline solution that integrates data from all your cloud services and databases into a single data warehouse using ETL processes.
  • Camel is Apache's open source data integration framework built using Java. Camel has ETL functionality through its available libraries, which can be used to build programs that perform ETL operations.

Wait a Minute. Is ETL Still Relevant?

Enterprises are increasingly leveraging cloud-based solutions for their data needs, in particular, for BI and analytics. This 2017 report found that cloud BI adoption increased in respondent companies from 29% to 43% from 2013 to 2016, and that 78 percent of organizations plan to increase their cloud use for BI and data management through 2017.

With powerful modern solutions such as cloud-based data warehouses, it's becoming more common and more practical to take an ELT approach to data movement. ELT (Extract, Load, Transform) is an alternative way of moving data from source systems to centralized data repositories without transforming the data before it's loaded into the target systems.

With ELT, all extracted raw data resides in the data warehouse, where powerful architectures can transform the data as needed to serve business needs. In other words, the transformation is performed when the analytic queries are run.

The major upside to ELT is that there is no waiting—all data is accessible at all times. This is in contrast to the traditional ETL approach to data movement, in which analysts and BI users must wait for the full ETL process to complete before accessing data.

ETL, therefore, is outdated for most use cases. Cloud infrastructure makes data more accessible than ever before, without the need to maintain complex scripts that transform the data for analytic use, as in ETL.

However, ETL still has a place in legacy data warehouses used by companies or organizations that don't plan to transition to the cloud. With the adoption of cloud-based data solutions skyrocketing, it won't be long before ETL completely loses its relevance.

Closing Thoughts

  • All companies or organizations that want to analyse their data to make business decisions are faced with a common challenge—how to move data from source systems, such as transactional databases, to the target systems used for data analysis and BI.
  • ETL provides one way of moving data by pulling it from source systems, shaping it to be ready for use with analytic applications, and finally loading the data to the target systems.
  • There are several open source and commercial ETL tools available that can make the ETL process more functional and practical.
  • However, the transition to cloud-based data solutions makes ETL processes less relevant, because there is no need to transform data before it moves to the warehouse or other analytic repository—cloud infrastructures have the resources to efficiently transform raw data as it is needed.
  • ETL is outdated, but it's still useful for legacy data warehouses used by companies that don't plan to move to the cloud or don't foresee much future data growth.


Business Transformation, the importance of understanding your current state.

I recently walked into a large shopping centre on a mission to buy a christening present for a friends son. I was very clear on what I wanted I just needed to find it… I was on my lunch break so I need to get the job done as I had a meeting that I needed to attend back in the office straight after lunch!

I am not a frequent shopper and to be honest I find the crowds and the volume of options at shopping centre’s both distracting and stressful. After walking in from the street the first thing I did was look for a map to show me where I needed to go. I quickly found the map and the section that I needed which was on the 4th floor. There was a big red arrow on the map saying You Are Here. The problem was I wasn’t a 100% sure where You Are Here was, in relation to where I wanted to get to on the 4th floor!

I knew that I had to get to the fourth floor, but was I on the ground floor or the first floor, and where were the escalators and elevators that I needed to find? When I looked at the map again it dawned on me that I wasn’t even sure as which way I was facing. Given that was time constrained my anxiety and I needed to get this job done my anxiety levels started to rise. Should I Just start walking to where I think the escalators and/ or elevators were, or should I take a couple of minutes to orientate myself?

I did a quick environmental scan and identified a couple of the nearby shops which allowed me to determine which floor I was on. I then found the entrance that I had come in from on the map which allowed me to orientate myself. The easiest option was to take the escalator, as they were closest. I had a clear map in my head of where I was, where I needed to go, how I was going to get there and what I was going to do when I arrived. My anxiety levels immediately decreased as I felt confident that I would be able to get the job done and be back in the office before my next meeting.

The key piece of information that facilitated the whole thing was I knew where I was starting from. To use Business Architecture parlance, I understood my current state!

Whenever you are setting off on a journey be it a trip to the shops, an overseas holiday, a journey of personal discovery or a process to Transform an organisation one of the key determinants of success is knowing where you are starting from. While it sounds simple in practice it is one of the most difficult tasks in the Business Transformation process.

When you speak with stakeholders within an organisation undergoing Transformation about the current organisational state you will often get as many views as there are business functions within the organisation. Often to the point that there is often not even agreement on what Business Model the organisation utilises or even what business they are in.

The interesting paradigm is that while most people can’t agree on where they are, there is often clear agreement on where they want to be! In most cases, the board has set a clear strategy which has been codified into the annual business plan and presented to management. The goals and objectives detailed in the business plan are aspirational, without a detailed understanding by the executive of what the organisations' current capabilities are, and it is the role of management to figure out how to deliver them.

Management identifies initiatives required to achieve the business plan, goals and objectives and allocates budgets. The initiatives are usually developed based on functional responsibilities and often in isolation to the rest of the business. Management then starts executing on the Transformation initiatives, and this where the wheels often fall off the Transformation process.

The main reason for this is that there is no clear plan or blueprint to define the organisations' current state to connect the business plan to the Programme of Transformation initiatives. There is no Business Architecture to clearly direct people on their journey, and in many cases, people aren’t 100% sure what specifically needs to change. They just know that there are goals set out for them in the business plan and they need to meet them.

What ensues is a lot of activity and consumption of resources without many tangible outcomes.

In most cases, Transformation teams are clear on the Target Operating Model (TOM) that they want to achieve but they are not able to clearly define their current operating model and consequently, do not know what the most efficient and effective way is to achieve the TOM. Every year in Australia millions of dollars are spent on Business Transformation initiatives that do not deliver any demonstrable business improvement and one of the fundamental reasons for this is that organisations set off on their transformation journeys without a sufficient understanding of where they currently are.

A quick postscript to my shopping journey. I made it to the 4th floor without too many distractions. When I got there I couldn’t find what I was looking for, but luckily as I was in the right area for Christening presents I found an alternative that was better and returned to the office in time for my next meeting. If only all journeys were so simple.

If you are interested in our Business Transformation training, please contact us for more information on how we can assist. Click here to view our course range and to send through an enquire or email

Written by Scott Comte, General Manager EA Learning 

UX Canvas

Have you woken up in the middle of night thinking how am I going to steer my team, give them the direction that they need but at the same time not constraint in what they want to build/deliver. I recently went through one of these night- I have joined an interesting project where we have very tight timescale to deliver a tech product to operational staff. When, I say tight we are talking about the end product had to be delivered within 100 days.

We had recently finished the discovery stage of the project, this had been very frantic and time pressured led- we only had three weeks to do our discovery. This naturally resulted in the team not having the opportunity to speak and consolidate their findings with each other.

As, the lead business analyst on the project, it was my role on the project to make sure that we had the best picture of what the current ‘As is’ situation was like on the ground. It is also my role to make sure that we have got access to the policy and legal requirements that we had to work within.

It was when we were heading rapidly towards the end of Discovery that I came to the realization that we had access to lots of information and ideas within the team. We needed some place where we could come together to discuss our findings and learning with each other.

I learnt about Lean UX Canvas from this Jeff Gothelf blog that I happened to stumble across. I have always been a big fan of Jeff Gothelf especially his book ‘Sense and Respond’, so naturally I was curious about this canvas.

I have used product canvas, business model canvas and opportunity canvas with the team but this was first time I had come across UX lean canvas. I was drawn to the canvas, as it had everything that we needed as the team — user benefits/ riskiest assumptions

For me this was a perfect tool, as it allowed everyone to contribute their findings into this one artefact, that we as the team could reference back to. Once, I decided I was going with this tool, I introduced it to the team, whom seemed to be onboard with trying it out.

The best way to complete the canvas for me was to get the team together in the collaboration space and start having the conversation around the different components within the canvas. We decided the core area we needed to agree first was ‘what was the business problem that we are trying to solve’.

Once, we agreed then we could then tackle what ‘Solution ideas’ that our products need to have. I must admit this is one that caused us the most discussion in the team- as the user researcher thought the solution should cover certain things while the service manager was not necessarily in agreement. However, by having these discussions we were able to expose areas that we still needed information on, or where we had gaps in knowledge in the team.

We then, went around the canvas completing the different blocks within it. It took the team about a day to complete the canvas — which I think is ideal time period to do something like this.

I would definitely recommend utilizing this tool with your team, it is a great way to bring all the professions together to get them discuss their findings. It, is also a great tool to generate conversation around the product that you are developing as a team.

My other tip for doing a Lean UX Canvas is that it does not have to be perfect, don’t spend time trying to make it look pretty- we completed ours on brown paper that we took a photo of. This tool is not about a prefect artefact but instead it’s about making sure that as the team you can all agree what is the problem you are trying to solve, the hypothesis that you want to test and the riskiest assumption that you want to test first.

When is Security not a Non Functional Requirement?

If you are building a reusable Security Product tool to specifically address Security Technical Implementation Guide (STIG)  Findings, should the requirements be considered Non Functional Requirements or Functional Requirements?

For example if there are a number of STIGs such as:

  1. The minimum password length shall be 15 characters
  2. The maximum password length shall be 30 characters
  3. The password shall contain at least one of each of the following types of characters
    1. Numeric Character
    2. Uppercase Alphabetic Character
    3. Lowercase Alphabetic Character
    4. Special Character (!,@,#, etc.)
  4. The password shall be changed a maximum of every 60 days

 should I add them to the Functional or Non Functional section of my Requirements Document.

Add your answers and thoughts in comments below:

5 Business Problems You Can Solve Using SQL Temporal Tables

It’s 4:30 pm on Friday and Mr. Manager comes along to tell you that he needs you to run some important ad-hoc analysis for him.

Previously this meant having to stay late at the office, writing cumbersome queries to extract business information from transactional data.

Lucky for you, you’ve recently started using Temporal Tables in SQL Server ensuring that you’ll be able to answer your boss’s questions and still make it to happy hour for $3 margaritas.

Sound like a plan? Keep reading below!

The Data

For these demos, we’ll be using my imaginary car rental business data. It consists of our temporal table dbo.CarInventory and our history table dbo.CarInventoryHistory:

I’ve upgraded my business — we now have FOUR Chevy Malibus available for you to rent

Business Problem #1 — “Get me current inventory!”

To get our current inventory of rental cars, all we have to do is query the temporal table:

SELECT * FROM dbo.CarInventory

That’s it.

I know this query seems lame — it’s just a SELECT FROM statement. There are no FOR SYSTEM TIME clauses, WHERE statements, and no other interesting T-SQL features.

But that’s the point! Have you ever had to get the “current” rows out of a table that is keeping track of all transactions? I’m sure it involved some GROUP BY statements, some window functions, and more than a few cups of coffee.

Temporal tables automatically manage your transaction history, providing the most current records in one table (dbo.CarInventory) and all of the historical transactions in another (dbo.CarInventoryHistory). No need for complicated queries.

Business Problem #2 — “How many miles on average do our customers drive each of our cars?”

In this example, we use FOR SYSTEM_TIME ALL and a plain old GROUP BY to get the data we need:

CarId, AVG(Mileage) AS AverageMileage
dbo.CarInventory FOR SYSTEM_TIME ALL
InLot = 1 -- The car has been successfully returned to our lot
AND SysStartTime > '2017-05-13 08:00:00.0000000' -- Ignore our initial car purchase
Some cars get driven a lot more. Causation or correlation?

FOR SYSTEM_TIME ALL returns all rows from both the temporal and history table. It’s equivalent to:

SELECT * FROM dbo.CarInventory 
SELECT * FROM dbo.CarInventoryHistory

Once again, there isn’t anything too fancy going on here — but that’s the point. With temporal tables, your data is organized to make analysis easier.

Business Problem #3 — “How many cars do we rent out week over week?”

Here at Wagner Car Rentals we want to figure out how often our cars are being rented and see how those numbers change from week to week.

CurrentWeek.RentalCount AS CurrentRentalCount,
PreviousWeek.RentalCount AS PreviousRentalCount
COUNT(*) AS RentalCount
dbo.CarInventory FOR SYSTEM_TIME FROM '2017-06-05' TO '2017-06-12'
InLot = 0 -- Car is out with the customer
) CurrentWeek
COUNT(*) AS RentalCount
dbo.CarInventory FOR SYSTEM_TIME FROM '2017-05-29' TO '2017-06-05'
InLot = 0 -- Car is out with the customer
) PreviousWeek
ON CurrentWeek.CarId = PreviousWeek.CarId

In this query, we are using FOR SYSTEM_TIME FOR/TO on our temporal table to specify what data we want in our “CurrentWeek” and “PreviousWeek” subqueries.

FOR/TO returns any records that were active during the specified range(BETWEEN/AND does the same thing, but its upper bound datetime2 value is inclusive instead of exclusive).

Business Problem #4 — “What color cars are rented most often?”

We’re thinking of expanding our fleet of rental vehicles and want to purchase cars in the most popular colors so we can keep customers happy (and get more of their business!). How can we tell which color cars get rented most often?

COUNT(*)/2 AS RentalCount -- Divide by 2 because transactions are double counted (rental and return dates)
dbo.CarInventory FOR SYSTEM_TIME CONTAINED IN ('2017-05-15','2017-06-15')

Here we use CONTAINED IN because we want to get precise counts of how many cars were rented and returned in a specific date range (if a car wasn’t returned — stolen, wrecked and totaled, etc… — we don’t want to purchase more of those colors in the future).

Business Problem #5 — “Jerry broke it. FIX IT!”

The computer systems that we use at Wagner Car Rentals are a little…dated.

Instead of scanning a bar code to return a car back into our system, our employees need to manually type in the car details. The problem here is that some employees (like Jerry) can’t type, and often makes typos:


Having inconsistent data makes our reporting much more difficult, but fortunately since we have our temporal table tracking row-level history, we can easily correct Jerry’s typos by pulling the correct values from a previous record:

;WITH InventoryHistory 
--SELECT * FROM InventoryHistory
/*Update current row by using N-th row version from history (default is 1 - i.e. last version)*/
UPDATE dbo.CarInventory
SET Color = h.Color
dbo.CarInventory i
INNER JOIN InventoryHistory h
ON i.CarId = h.CarId
AND RN = 2
Typos fixed!

Although we could have fixed this issue without using a temporal table, it shows how having all of the row-level transaction history makes it possible to repair incorrect data in more difficult scenarios. For even hairier situations, you can even roll-back your temporal table data.


Temporal tables are easy to setup and make writing analytical queries a cinch.

Hopefully writing queries against temporal tables will prevent you from having to stay late in the office the next time your manager asks you to run some ad-hoc analysis.


Bert Wagner

A New Metaphor for Business Analysis

Current State

For many years now, the most commonly used metaphor on Business Analysis has been the “Bridge”. However, in recent past, some in the BA community have started revisiting the metaphor resulting in a debate on how relevant it is. Of course, the value business analysis can provide for an organization does not depend on how it is described. So does that mean we should ignore this debate? I don’t think so. A metaphor is a powerful tool to develop useful mental models, and efficiently create possibilities for value-creation.

My take on this debate is that both sides are right. This is so, because the state of business analysis is not uniformly mature across countries and work cultures. For instance, BAs in North America are more likely to find the “Bridge” metaphor limiting/restrictive because of how the role has matured in the past decades. On the other side, for most BAs in emerging economies the “Bridge” metaphor still provides aspirational value.

So, what is behind my ambivalence? Most common interpretation of the metaphor is that it connects business and IT stakeholders. My take is that it is a bridge between the problem domain (current state) and the solution domain (future state). This take on the “Bridge” metaphor is not limiting, because it includes all levels of business analysis maturity - from strategy analysis to solution evaluation, and everything in between.

A New Metaphor

Not that there is anything wrong with a debate, but it is time for a new metaphor. I would like to share with the BA community a metaphor which has shaped my business analysis journey, especially in the past 5 years since I co-founded a business analysis startup. I look at business analysis as a “GPS” to move from the current state to the desired state. In other words, it guides stakeholders to achieve project success and organization goals. This metaphor is more inclusive (represents all flavors of BA role) and accurate (represents full potential of the discipline).

Let us look at the elements (features) of the conventional GPS system, which make it so useful; and how business analysis aligns with them.


GPS Feature

How Business Analysis aligns with GPS Feature in Projects


MAP – a useful representation of the landscape

· Build a representation of the business and IT landscape through research and analysis of industry; market forces, including competition; organization; operations; and current IT systems


CURRENT LOCATION – ability to determine current location in the context of the MAP

· Provide appropriate context for a project by customizing and sharing with stakeholders the relevant business and IT landscape

· Define current state of the problem domain, and frame the problem statement


DESTINATION – assistance to select destination, e.g. a highly rated Point of Interest

· Help organizations prioritize IT investments through business cases

· Facilitate definition of the desired state through solution scope and requirements specifications


NAVIGATION – real-time navigation to help reach destination most efficiently

· Facilitate selection of the best solution to meet requirements

· Facilitate shared understanding of requirements through requirements transition, continuous communication, traceability and change management

· Identify, engage, collaborate and coordinate with stakeholders; and support them to achieve desired solution


Any single feature, from the list above, is useful by itself. The “GPS” metaphor on business analysis is inclusive and aspirational enough regardless of the maturity of the BA role in a country, work culture, organization, or even an individual project. Furthermore, by symbolizing the positive global impact GPS has had on humanity, this metaphor helps us quickly and robustly communicate the power and value of the business analysis discipline.

My Experiments with this Metaphor

The “GPS” metaphor is not just a concept, which I made up for the purpose of writing this article. This mental model has fueled my passion, and shaped how I have approached business analysis in the latter part of my career. In fact, all service and solution offerings of my company are built on this mental model. I have received favorable and instant acceptance of this metaphor every time I have pitched my company’s solution portfolio to potential clients. I have also received positive feedback in training and coaching interactions from individuals when I have used this metaphor to provide more clarity about business analysis.

Your turn

I would love to hear your views on this. I hope that your active and constructive participation in this dialogue will not only help me crystallize my thoughts on this topic, but also give the BA community a new metaphor to actuate and communicate the potential of our profession.

What is Pega Process Managment?

Pega systems(Software Company) is the leading provider of business process management (BPM) and customer relationship management (CRM) software solutions. Pega systems motto is “Build For Change” and their goal is to “eliminate software coding” and “automate manual work”.

Pega systems has been at the forefront of rules-based business automation systems since the early 1980s, a natural outgrowth of our founder’s pioneering work in computerized chess play. In recent years, as more and more businesses have concluded that business process management suites are a “must-have” technology, our BPM business has grown at twice the rate of the overall BPM market. At the same time, major analysts like Forrester and Gartner have consistently rated Pega systems as the leader in the dynamic BPM sector.

Pegasystems knows that what it all comes down to is delivering real-world business benefits, efficiently and quickly:

More so than any other process management suite, Pega BPM puts business users in control of process design and creation, while automating most of the code development and minimizing reliance on technologists.

Pega BPM patented inheritance technology enables a multi-layered process model in which a base of enterprise-wide rules and procedures are dynamically merged with an overlay of context-specific refinements suitable to particular regions, product lines, channels, or customers. This model enables you to capture in your BPM services a real-world reflecting mix of the universal and the particular.

To speed your time-to-benefits, Pega BPM offers a full range of industry-specific solution frameworks, based on best practices in financial services, insurance, health care, telecommunications, government, and others. For business process outsourcers, we also offer tailored BPO software and BPO solutions.

The perfect platform for enterprise-scale business performance management or business process integration initiatives as well as for more narrowly targeted pilot programs, the Pega business process management suite empowers business users, accommodates real-world variety, and pays rapid dividends.

End-to-End Business Process Management Services

Pegasystems delivers expert business process management services to support all phases and facets of your BPM project:

-Design review — Pegasystems’ business process management services team can help you get your BPM project off on the right foot with a thorough review of your application design. Working side-by-side with your project team and leveraging best-practice design principles, Pega BPM services staff will provide valuable feedback on both your design and your design process.

-Usability review — No matter how well-designed an application is internally, and no matter how powerful the underlying business process management system, the application won’t live up to its potential if your user interfaces are not meeting the needs of end users. The Pega business process management services team will review your UIs from the user perspective and help you identify ways to improve the user experience and increase user productivity.

-Transition readiness — Before you launch, Pega business process management services professionals will help you test your application, tune it, and prepare it for deployment. We’ll also work with you to assess your organization’s readiness to utilize the application.

-Performance check-up — Once your BPM application has been up and running for six months to a year, Pega professional services can evaluate your application’s performance to see whether you’re getting your maximum possible return. Detailed analysis and feedback from Pega business process management services -personnel can help you to fine tune your application and to optimize future applications as well.

-BPM methodology coaching — Pegasystems veteran BPM experts can coach your team on all the nuances of implementing an iterative and agile BPM methodology that best leverages the robust capabilities of your Pega BPM platform.

-Centers of excellence creation — Many leading companies are creating BPM-focused Centers of Excellence to drive BPM implementations across the enterprise. Pega professional services can help you with all aspects of launching a BPM Center of Excellence, including strategy development, infrastructure creation, and building of a BPM knowledge base.

Identifying requirements, the right way

Requirements define the needs of the project to provide best of its utility and benefits. If they aren’t clear or analysis is not done properly, it might lead to failure of the project no matter how good the concept and design is.

Just as a system is composed of various functionalities, requirements too are identified in various forms. This categorization of requirements makes analysis process much simpler and clear for all the involved stakeholders. As per BABOK, the requirements are primarily categorized as:

  • Business Requirements
  • Stakeholder Requirements
  • Solution Requirements - Functional and Non-Functional Requirements
  • Transition Requirements

With so many requirements to identify it is very easy to get confused with how to identify these requirements?

A simple approach is to visualize the complete process and start step by step

To do that, let’s look at cooking for an example:

When you plan to cook a meal, you first take in account for whom you are cooking. Is it for yourself or for your family or the kids? These define your Business Requirements. Once you decide this, you figured that you will sip wine along with the food and the kids won’t eat spicy food (stakeholder’s requirements). Next, you get all your ingredients for the meal (functional requirements) and you might also take in consideration the time you require to prepare the meal and preparation required for serving the food (Non-functional requirements). Finally, you prepare a delicious penne arrabbiata pasta topped with oregano and basil leaves (technical requirements).

Now, let’s understand each of these requirements with a technical example, Implement Log-in functionality.

Business Requirements: These are high-level business objectives or goals or needs of an organization. The business requirements document (BRD) usually includes what features would be there in the product, what market the business will expand or enter, risk assessment, success measures from the business point of view, etc.

Example: There shall be a Login screen through which Users will log into the system.

Tip to identify:

Words or phrases that describes what, such as “we need to be able to”, “we need to solve this” and “we need a way to”.

Stakeholder (User) Requirements: These are what every stakeholder needs/expects from the solution and how they will interact with the solution. Often the stakeholders can explain the entire system in detail from their perspective only. Each stakeholder sees the problem from unique perspective. Therefore, you must understand all the needs to understand the complete system. All these requirements must be analyzed in such a manner that it doesn’t conflict with each other.


As a customer, the user shall be redirected to Dashboard on successful login. (Stakeholder - Customer).

As an admin, the user shall be redirected to the Administrator’s landing page on successful login. (Stakeholder -  Administrator).

Tip to identify:

Similar to business requirements, but from user's perspective. Words or phrases that describes what, such as “we need to be able to”, “we need to solve this” and “we need a way to”.

Solution Requirements: These specify the detailed conditions and the capabilities that the solution must have to meet the business and stakeholder requirements. Software Requirements Specification (SRS) is created to capture both functional and non-functional requirements. These are categorized into two:

a.      Functional Requirements: These define specific behaviors, responses, information, rules for the solution primarily addressing the following:

  • The features the system will support (Functional capabilities)
  • Data validation rules and how they will be managed (Business Rules)
  • Interaction between different stakeholders (users) within the system (Use cases)

These include a complete description of ‘how’ the system will be built.


  • Registered users shall be able to login with valid username and password
  • On successful login, user shall be redirected to a landing page in the system
  • On failure, for not registered username prompt "Username not registered" message and for invalid credentials prompt "Invalid credentials"
  • New users shall be able to register with the system by clicking on the "Sign-Up" link
  • Users shall be able to recover password by clicking on "Forgot Password" link

b.     Non-functional Requirements (Quality-of-service): These define the environment in which the solution will operate. The qualities a solution must have or constraints within which it must operate smoothly. They define standards for Usability, Reliability, Security, Accessibility, Performance, Information Architecture, Portability, Extensibility, Internationalization, Integrity or anything that would help the success of the system in real-world.


  • Performance: On successful login, user shall be redirected to the landing page within 10 seconds (max)
  • Maintainability: Proper logs stating the operation result with timestamp shall be added on every login/signup/forgot password click
  • Platform: The login functionality shall behave same on different platforms (Windows/Linux)

Tip to identify:

To easily identify between these, functional requirements can be considered as “verbs” and non-functional requirements as “adjectives” on these “verbs”.

Transition (Implementation) Requirements: These define conditions or capabilities only required to enable transition of the solution from development to real-word business use. It describes what must be done with the process, technology, education, training, enhancements before getting from the as-is into the to-be.

Example: Not valid in this example but for explanatory purpose: The login system shall behave same once "Single Sign-On" functionality is implemented

Tip to identify:

Look for temporary requirements such as “migrate from old system to new system”.

There are many other types of requirements that are used across diverse types of systems based on the scope such as:

Technical Requirements: Once the solution requirements are clear, the best way to start with the development frequently involves technology. It is a way to communicate between analyst and engineers (programmers, architects, designers) and is often written by the technical engineers. These requirements specify design and architecture for the solution components to be developed and implemented. They define how the solution will be programmed, store data and display data.


  • Browser support: Current and recent versions of Firefox, Edge, Chrome, Internet Explorer, Safari, Opera
  • Requires browser to have JavaScript enabled

Tip to identify:

Technical jargon's are used such as “password encryption algorithm” and “database schema” etc.

User Interface Requirements: These define the user interface design for the functionalities (derived from solution requirements). The placement of user input controls, buttons, links etc. on screen to allow the working of the functionality. Generally represented with wireframes.


  • Textboxes for username and password shall be placed below the respective labels for Username and Password
  • Login and Cancel buttons shall be present in center of the screen
  • Sign-Up link shall be present below the Login button
  • Forgot password link shall be present above the Login button

Requirement analysis is all about understanding, identifying and categorizing these requirements. With categorized requirements, it becomes much simpler for the team to understand and follow the system details.


Challenges in Implementation
 Challenges in Implementation:



I’m a strong believer of putting finishing touch to any initiative. Project Initiation is always tough and complex and need lots of research but if BA is unable to give the finishing touch then he is not done yet. So, I thought to put few of my views, challenges and observations during Implementation phase that I have faced. BABOK does a great job in explaining the Strategy Analysis and Solution Evaluation however real time challenges are most of time unspoken. As a Product based Business Analyst I often face few challenges which are altogether different than the last one.

 Stakeholder involvement and Governance: This is one of the challenging and critical step to find out the exact governance of stakeholders. Each stakeholder interest towards the product implementation do impact the final stage of the product. Lack of interest do hamper the product implementation. So if any stakeholder has less interest so its critical to know the reasons. Sometimes its better too to know why if any stakeholder shows more than needed interest. Maintaining correct and verified Project Charter does help in this.

 Over Expectation: Customers are always demanding and they should be as they are the one who are paying for all these, however as a Business Analyst you must be very smart to distinguish the expectation and over expectation of client because over expectation often makes your system more complex to use by the end-user and customer which ends with spending more bucks and gaining less.

 Deadline and Release Planning: As a business analyst make sure that circumstances don’t control you and your team, and you deliver your project successfully even if you don’t meet the original deadline. The art of prioritizing the solution requirement helps you to pass through. You should keep some time in buffer so that you have availability of resources to fix the unwanted issues or the deadlock condition in approval or implementation.

 The Acceptance: Most of the time I have found more involvement of people in acceptance compared to when you do the brainstorming or focus group. Sometimes customer say that they aren’t looking for this altogether. So, providing a view of your product before acceptance saves you. Do not ever try to give more than requirement (without information), customer will treat it as a bug because they haven’t requested it. Though sometimes over-explanation saves.

 Training: Sometimes it happens that everything is as per the client request and you are at a better stage to close the project but you end with hearing that there is no such benefit by the new implementation. I have observed that sometimes the user is not aware of the new feature or do not know how to use the new feature at all. So, Training to right people is very important. Sometimes you should move desk by desk to see if customer the using it fully.

 Getting feedback: Learning from your mistake is very important however knowing what went perfect is important too. Feedback from customers is very important to learn and grow as a business Analyst.

There are number of other challenges that do a Business Analyst phase. I would love to hear. 


Defining Requirements

All professionals talk about identifying business needs, identifying requirements to create tools so that they can help businesses take better decisions. In your career as an IT professional, I am sure at some point you must have heard terms such as “Requirements”, “Business Requirements”, “Software Requirements”, “Project Requirements”, “Technical Requirements” and the list goes on.

So, what are these requirements?

“Ours is a world where people don’t know what they want and are willing to go through hell to get it.” — Don Marquis

Well, to most of the people, this appears to be a simple question. But, this is the most complex question to answer (for the professional responsible to gather requirements, primarily a Business Analyst) as it takes forever to ask and understand “What are the requirements”.

Different people have different ideas of requirements. For a product owner, requirement is as simple as the ability to use/sell the product that helps with the business and revenues. For a project manager working on that solution, requirements are to get the solution developed with best quality that meets all the expectations of the client and minimize resource allocation to bring most benefits to the company. For a team lead, requirements are to identify the technical challenges, build a maintainable architecture and get the solution developed smoothly. For a developer, requirements are to develop the assigned feature or make changes in the software as requested.

Requirements, at first glance are really needs (end objective), wants, suggestions or ideas. Derived from those needs, we set an objective and take a decision about what things should be done or not to be done to achieve that objective.

Requirements are a set of prioritized needs from all the involved stakeholders that form the base for the functionalities or features to be included as a part of the solution.

Per BABOK guide, official definition of requirement is:

1. “A condition or capability needed by a stakeholder to solve a problem or achieve an objective.” In simpler words, a decision-making process to derive requirements from needs.

2. “A condition or capability that must be met or possessed by a solution or solution component to satisfy a contract, standard, specification or other formally imposed documents.”It is a step where business requirements are drafted as solutions requirements to get started with developing the solution.

3. “A documented representation of a condition or capability as in 1 or 2.” The documentation is itself a requirement as it helps all the stakeholders and consumers in understanding the requirements for the solution.

Where do these requirements come from?

All the requirements arise from a need. We need to understand those Business Needs or the Business Problem Statement. Unless there is a problem, we can’t think of providing a solution. A lot of analysis and research is carried on before requirement analysis to understand the problem. These involve feasibility study, knowing business terms and concepts, cost/benefit analysis, business strategy etc.

A Business Analyst (BA) starts with a broad and general description of what needs to be done and then starts working with key stakeholders to define the project scope (inclusions and exclusions), high-level business requirements, solution requirements, technical requirements and transition requirements primarily.

Talking about stakeholders, it’s important to know about who they are and how critical is their involvement in the project.

Who are stakeholders?

A stakeholder is a generic term for a person or group of people who are involved with the project (directly or indirectly) and have a say in decision making process of the project. They can be:

  • Executive Sponsor — Mostly concerned about funding of the project and high-level information
  • Product Manager — Make important decisions for the project and review & approve requirements
  • Project Manager — Prepares project plan, resource allocation plan, manages the execution of the project and works very closely with the BA (Business Analyst
  • Subject Matter Experts — Assists in defining project scope, works with the BA to define business rules, processes and user interface

There is a whole set of other roles such as Technical Personnel, Technical Writers, Quality Assurance Personnel, Database Administrators and others who can be important stakeholders in a project, depending upon the needs.

How stakeholders help with requirements?

Since each stakeholder plays a different role in the project, they have different requirements too. Sometimes, what emerges as the biggest challenge for a BA is to extract useful information from all these stakeholders that matches the preferences best with the client’s business. This is because each of them view the project from their own perspective!

To create best requirements for a project, identifying responsible stakeholders is important. There are many techniques available such as RACI matrix. Not all stakeholders are important for every project. It is primary task to identify the right stakeholders and their say in the decisions to keep things smooth in long run. (When all speak, it becomes real hard to reach to any conclusion).

How are requirements identified?

“The most difficult part of requirements gathering is not the act of recording what the user wants, it is the exploratory development activity of helping users figure out what they want.” — Steve McConnell

The process to identify requirements from the needs or conditions is termed as Requirements Analysis. A detailed analysis is critical to solution’s success or failure. It involves the tasks as analyzing, documenting, defining, validating, documenting and managing the changing requirements. There are different standards set in different organizations for the requirement analysis though the primary steps could be identified as:

  • Identify stakeholders
  • Requirements Elicitation — capture stakeholder requirements through various techniques such as interviews, questionnaire, joint group discussions, prototypes or use cases
  • Identify requirement categories — categorize all the gathered requirements into functional, non-functional, business, technical or transitional requirements
  • Analyze requirements — analyze the requirements whether they are clear, complete, unambiguous, consistent and testable
  • Requirements documentation — requirements are documented in various forms such as Business Requirements Document (BRD) to describe business requirements, Software Requirements Specification (SRS) to describe functional and non-functional requirements, Use cases and User stories (in agile context)

These recorded requirements documents are then collaborated upon to receive feedback from all involved stakeholders. Once the requirements match the needs for the project, it is important to take sign-off to freeze the scope of work and avoid frequent scope creeps at later stages.

Why are requirements important?

Per new research,

  • Success in 68% of technology projects is “improbable.” Poor requirements analysis causes many of these failures, meaning projects are doomed right from the start
  • Companies pay a premium of as much as 60% on time and budget when they use poor requirements practices on their project
  • Over 41% of the IT development budget for software, staff and external professional services will be consumed by poor requirements at the average company using average analysts versus the optimal organization

Requirements serve as the basis for the project plan and if there are inadequate or incorrect requirements, entire project will suffer at the end.

  • They are used as inputs into the design stages of product development
  • They are important input for verification process for the product developed
  • They represent what functionalities are necessary for the product
Excellent requirements leave no room for interpretation, confusion or omission of critical details and is easily understandable by everyone involved in the project.

Next time when you start with your project, make sure you have all your #requirements…clear and loud!

Stay tuned for more with requirement types, characteristics and more coming up!

This article was originally published by me on LinkedIn

Experience Age - a new era

A few weeks ago, one of my colleagues surprised me with a statement he made during our team meeting that the information technology age is coming to an end. I looked at him in complete disbelief. How can the advances that have brought so much convenience to our lives be said to be coming to an end.  I thought he must be mistaken, and just like a student who has just been given a topic for an assignment, my curious nature of always wanting to know kicked in and I set out on my little research – not to pass this time, but to prove him wrong.  I asked myself how can we live without information technology, and how can life be better without information technology, which has brought with it globalization – a concept that shrunk the world into a small village.

However, after reading a few articles on this topic, I realized that just like there were other ages before – for instance, during the 17th century human beings lived off the land, and were mainly agrarian. During the 18th century – the Industrial revolution happened – ushering in a new era in the history of mankind – the Industrial age, and continued to evolve through to the 19th century. That too subsided in the 20th century and gave way to the new kid on the block – technology, which revolutionized communication by introducing telephone, radio and television. And we have come a long way since then.

Needless to say, the advances that have been made in the technology space have been in leaps and bounds since the invention of the telephone line, and created what has come to be known as the ‘information technology’ or ‘information economy’ age. It is the world as we currently know it, and as we currently expect to operate.   However, the earth has never stopped moving….it continuously orbits the sun 365 days a year.  This means that, as much as we have felt comfortable with what we have come to know - the ‘information economy’ age – this period was also never here to stay either. At some stage, just like the earth is consistently in motion – this age would have to come to pass, and make way for a new order of things.

At the centre of the information technology age is the focus of acquiring, storing and processing data to meaningful information and insights to better organisations’ economic progress.  And as we in the first quarter of the 21st century, the non-stopping advances in technology are preparing us for a new era – the experience age. It is reported that by 2025, which is a mere 7 years away, the virtual reality experience will be almost close to the new reality – such that conscious efforts will have to be made to make people to be able distinguish between the real ‘reality’ and the ‘virtual reality’.  This age will bring with it a complete paradigm shift – from how data is collected, stored and processed to become meaning and useful information in the form of business intelligence to how consumers will experience products and services offered by organizations.

The significance of data collection and/or data mining to gain customer insights will no longer be of primary focus. The experience age will necessitate the creation of virtual reality for the consumers to experience a product and/or a service even without buying it. For example, they will feel like they are ‘physically’ at the stadium watching a soccer or rugby match, while sitting in the comfort of their homes.


The experience age will extend the use of technology even further. It will allow for the use of technology to enable the consumers to experience a product or a service in that moment as if it were real or as if they were already consuming it, even though they were still trying it out. Some of this might sound far-fetched and just a fantasy. However, who would have thought that the demand for voice calls on mobile devices would be replaced by the demand for data services like WhatsApp – a move that has just happened over the past 5 – 10 years? And to push the envelope even further, the demand for data services for chatting and sharing of pictures or videos will soon be replaced by demand for data services for video calls – something that Facebook has realized and now introduced video calling on WhatsApp. Consumers will demand the experience of seeing each other as they are talking to each other. Yes, this is already happened in some parts of the world, but not at the ubiquitous level at the moment.  This is the experience age shaping up right before our eyes.

The experience age will also be of great benefit to the services market. At the moment, consumers can only experience the quality of the service offered by a hotel by physically staying at the hotel. However, with the advances in the experience age, the consumer will be able to take advantage of the virtual reality and experience the stay at the hotel before actually staying at a particular hotel. At the moment, all that thought and decision making process of which hotel to choose is driven by data – either personal or impersonal, i.e. either through word of mouth from friends who have stayed over at that hotel, or through what the hotel publishes about itself on websites, brochures and other sources of information. And all of these touch points may prove, as some of you may agree with me, very deceiving and lead to a disappointing experience.

In the product market space, gamification will probably become one of the dominant form of introducing the experience age to the consumers. In this way, technology will be used to create games for customers to experience the product they are interested in even before buying it – as part of playing the game – as opposed to reading about what the product can do or see the TV ads about what a product does. 

We cannot speak about the experience age and leave out the new buzz word, the IoT – the internet of things. This concept simply means that every device with a power switch can be hooked on to the internet – the connectivity to the internet will not only be exclusive to devices such as laptops, computers, mobile telephones.  These devices include cars, televisions, fridges etc. The ability of these devices to connect to the internet will also change how we ‘experience’ the world we live in.

Cars will be able to communicate with each other, with the traffic lights, with mobile devices of the people you are having a meeting with to advise them that you are running late, to identify roads congested with traffic due to accidents or traffic lights that are out, and to decide alternative routes. Fridges will be able to contact your local supplier to order milk or whatever it is that you will be running short of. We currently see the advances made by smart TV’s which are already able to connect to the internet. Thus the IoT will be another form through which the ‘experience age’ is rendered to us by technology.

Therefore, the paradigm shift I referred to earlier on means that organizations will have to change their strategies, as the focus will no longer be on relying on big data to run analytics, but rather on using technology to provide real time experience to acquire and retain customers.  The experience age calls for a different mindset, bearing in mind that consumers are also changing. We are talking millennials now, and no longer the X’ers and the Y’ers – and they have a different view of the world – which is proving to be a challenge to both their employers and companies offering services or products to them. And I believe that this is food for thought for us in the information technology space.  In order to adapt, companies have to gear themselves and their mindsets towards IoT, robotics and experience age to remain relevant and up to date with the new era.


The Business Analyst and Project Manager are team players on a project. As is common the Business Analyst and Project Manager sometimes have conflicting approaches during a project.

Having frequently taken up dual roles of a project manager and Business analyst during the course of my career, I have gained some insight on the dos and don’ts for a business analyst to work effectively with a Project Manager

The following are the 10 recommended Tips:

TIP 1 – Collaborative Stakeholder Analysis

Key to your success as a Business Analyst on any project is identifying your key stakeholders and having a good understanding of their interests and levels of influence. From my experience this is a task best done in collaboration with your Project Manager to ensure you speak the same language when it comes to managing your stakeholders. Imagine a situation where you haven’t captured the requirements a highly influential stakeholder already identified by your Project Manager. This could in turn result in unwanted reworks on the project, increased costs and project delays.

TIP 2 – Synchronization of your Business Analysis Plan with the Project Schedule

It is good to ensure that the activity dates of your Business Analysis Plan are incorporated or synchronized with the Project Manager’s Project Schedule. Nothing is worse than discovering that the period of time the project manager has allocated for your Business Analysis Activities is insufficient.

TIP 3 – Usually not all requirements can be captured up front.

Many Business Analysts discover that as much as the intention may be to capture all requirements up front before the execution phase, there are actually few cases where this is possible. During execution it is common that stakeholders bring up forgotten requirements.  The good news is that usually the Project Manager will define the Acceptance criteria with the client. The acceptance criteria is an agreement of what the product or service should constitute for it to be accepted by the client. The Acceptance criteria are usually part of the signed off project charter.  Other Project Managers may use the agile approach where prioritized requirements are implemented in phases. In summary A BA must accept the fact that in most cases not all requirements will be captured up front.

TIP 4 – Non Functional Requirements vs. Project Scope

As Business Analysts we also capture non-functional requirements i.e. the expected efficiency level of a system. It is good to liaise with your Project Manager on what is out of scope for the Project. It is common that non-functional requirements requested by stakeholders are sometimes not feasible due to budget and time constraints. In summary you need to be on the same page with your project manager on what is out of scope. This is to avoid complicating the management of your stakeholder expectations


TIP 5 – Help to minimize Scope Creep

As business analysts we know that stakeholders may request additional requirements during the course of the project. As Business analysts a new requirement is accepted or rejected depending on whether it can be directly linked to the Business Need. However Business Analysts need to remember that project manager aims to minimize new additions to the project scope (Scope Creep) that will require the adjustment of the Project budget and Schedule.  In most cases stakeholders are not willing to incur the increased cost or time required for inclusion of new requirements.


TIP 6 – All changes to requirements undergo impact analysis

Whilst carrying out the Requirements Management & Communications process the business analyst must ensure that changes to requirements go through the Impact Analysis process managed by the Project Manager. This is to ensure that the Impact that a change in requirement will have on the Project Schedule, Project Cost or product quality is assessed before the requirement change is formally approved.


TIP 7 – Collaborative Prioritization of Requirements

Prioritization of requirements is a standard task that we carry out as Business Analysts under Requirements Analysis. However it is common to reach a road block where stakeholders wish to classify all their requirements as high priority. This is usually due to the fear that non high priority requirements will be excluded in the project scope. With this in minded it is recommend that prioritization of requirements is done with the involvement of the project manager to assist in management of your stakeholders.


TIP 8 – Synchronize the list of prioritized requirements with the vendor selection criteria

Selection of vendors is procurement management task that critically requires the input of the Business Analyst. Selection of vendors is usually based on each vendor being evaluated against the vendor selection criteria defined by the project manager. It is crucial that Business Analyst ensures that the vendor selection criteria is synchronized with the list prioritized requirements.


TIP 9 – Transition Requirements can sometimes be implemented as post GO LIVE tasks

Business analysts also capture transition requirements i.e. the required training of users.  For a Business Analyst a project is complete when all the categories of requirements i.e. transition requirements have been implemented.  However what is sometimes experienced is the Project Manager wishes to separate the implementation of transition requirements from the Project Scope and treat transition requirements as post GO Live tasks. This is usually the case when Project has a non-negotiable constraint on the GO Live Date.

TIP 10 –Factor in Project Manager’s constraints and assumptions when the defining the solution scope.

The Business Analysts defines the solution scope under the process of enterprise analysis. It is critical that the Business Analysts gains the input of the project manager on constraints and assumptions before defining the solution scope.



To work effectively with Project Manager a Business Analyst has to be able to understand aspects of stakeholder analysis , Project Schedule , Project Scope ,  Managing scope change , vendor selection criteria and project constraints from the eyes of a project manager.

9 Traits of an Incredible Awesome Leader

There are hundreds of traits that make up a good manager, but here are the top 9 skills we recommend for a business analysis leader - or any leader in general.

1. See Design as a Differentiator

Anyone can design but not everyone designs well.  Who cares?  Frustrated users care.  Seeing design as important sets you apart from all other business analysts that don’t’ give it a second thought.  Build interfaces that are practical and good looking.  Don’t see design as something someone else does – it something you as a business analyst can do.

2. Build the Vision – Be Adaptable to the Approach

Build consensus and a strong vision for the outcome.  Share the vision of the outcome for the project far and wide to gain a common understanding within your organization on the vision.  Share frequently and share often.  Implementing the vision can take a thousand paths.  Be adaptable.  The way to realize your vision isn’t going to be on a clear cut path – there will be many forks in the road.  Understand that planning is important in elicitation of requirements and design, but it’s volatile and subject to frequent changes.  Create a planning approach the ensure your path forward is well understood, but balanced against overly complex and detailed planning.

3. Understand Your Customers & Users

At the heart of the vision lays the core user.  These are the users that interact with your applications, systems, and processes every day.  Without them everything just fades away or collapses.  Identify your core users then profile them to build meaningful interfaces and processes targeted directly at them.  Target your communications and marketing strategies for your vision and product to them very specifically.  Knowing how to turn the heads of your core users and get them to support your vision is critical to your success.  Once the core users are on board all the other types of users will fall into place.  Build a fan base.  Even an accounting application can have a fan base.  Fans support you and give you new ideas to build your vision.  Treat your fans well and they will support you through thick and thin.

4. Don’t Plan More Than 18 Months Out

Long term planning past 18 months is impossible.  Markets and organizations change too rapidly to have road maps or long term planning past 18 months.  The second you produce that 5-year plan it’s obsolete.  Keep fluid in your planning to reach your vision.  You may need to re-group or re-think your approach several times over.  It’s better to be aware that you need to change your approach and planning frequently than to forge ahead thinking it will be set in concrete. 

5. Plan, Perform, Evaluate, Adjust

We talked about planning above.  Here’s a cycle that works: 

A. Plan It Out – choose your path to reach your vision.  Keep a Requirements Work Plan (RWP).  Build the consensus and understanding on the tasks you are performing for the project. 

B. Perform the Plan – don’t let the RWP sit idle.  Work to carry out the tasks outlined and meet the dates you assigned yourself.  This builds trust.

C. Evaluate continuously – be aware your best-laid task list could change in an instant.  Be aware of other activities or projects that are pulling you away from meeting your plan.  Check your progress against the plan and know when things are going off plan.

D. Re-Plan Proactively – get yourself back on track and re-plan frequently.  Keep your team aware of the re-planning process and why re-planning was needed. Frequently re-planning is better than falling too far away from the plan and missing expected dates. There are no hard and fast dates no matter what the project manager tells you. 

6. Don’t Rely on One Method of Communication

Email is tried and true but not the only way to communicate out your status, projects success or potential changes to users.  Everyone is overloaded with email.  Find a new channel of communication to keep your project’s vision and potential organizational impacts visible.  Personal notes, open houses where anyone can swing by during a 2-hour period to ask questions, and even hallway meetings are a great way to communicate.

7. Focus on Opportunities – Destroy Problems

Only focusing on problems takes your eye away from opportunities that will bring better results.  Choose the bright side and be optimistic in your attitude.  New opportunities will present themselves. Be prepared to take advantage of them.  Find problems and get to the root cause – then destroy them.  Don’t focus on trimming a problem’s branches or cutting it down instead, kill at the roots.  Don’t let the problem linger around or give it the ability to grow back.

8. Carefully Build the Team – Build Strong Relationships

If you get the chance to choose team members, then choose carefully.  Listen to your gut feeling and don’t bring on board resources that you don’t or can’t trust – even if you can’t explain why.  It’s hard to put into words sometimes why you don’t trust.  Choosing the right members for the team will make or break the vision. Maintaining a team is equally important.  Spend time every week celebrating or gathering the team informally outside of the daily stand-ups or weekly status meetings.  Try to hold that meeting somewhere different and fun.  Even moving to a different conference room will oddly change the team’s perspective – especially if they are trapped in the same war room every day.  Always be grateful and reach out to say “Thank You”.    Remember those different communication channels?  Don’t always email – try a hand written thank you card or just ask them out for a coffee to say thanks for their help.  Building the strong relationships get you through the tough times in a project. 

9. Know Your Strengths – Outsource Your Weaknesses

You are not everything to everyone.  Figure out your strengths and what you are good at.  Personality tests give you a hint but ask around.  Listen to what your colleagues, friends, and family believe your strengths are.  Play to your strengths – you're strong at certain things for a reason.  Know your weaknesses – then outsource them or engage someone to help you overcome them.  Ask for help.  For extra credit build the project team knowing the strengths and weaknesses of everyone on the team to balance them out.

So here’s the truth.  As leaders and contributors in the Business Analysis field, these are the skills we need every day.  They are also the skills that founders of companies hold. 

Check out more great blogs at Bob the BA today!


Are You Being a Design Illusionist?

As business analysts, we are often in the fray of designing.  Whether it’s a user interface, report or data fed from one system to another; business analysts create interfaces with human beings and systems.  Our design choices impact users and other systems in a very real way.  This power can go unnoticed even in our own minds. 

Have business analysts become illusionists and pickpockets?  Both these skill sets require some of the same sleights of hand. The illusionist uses the blind spots and limits of human vision to fool us.  If you haven’t had an opportunity to watch the show called “Brain Games” – give it a whirl.  It does an excellent job of explaining how an illusionist can fool our sight and point of view.  For the pickpocket, it’s the distraction of a conversation, a tap, or a bump to set your mind off in the opposite direction of where you should be focusing while a sleight of hand takes your wallet.

Are we as business analysts playing a role of illusionist and pickpocket when designing our interfaces?  Let’s look at interfaces (such as screens and reports) in a broader sense. An interface in my mind is the presentation or “stage” an illusionist would use. 

We all believe we have choices and freedom.  Everyone in the western world most firmly believes they have great freedom of choice in being able to do whatever is desirable, affordable and of course legal.  You can go just anywhere and do just about anything.  But when confronted with a system, website or application with a menu of choices, we fail to see how we are hijacked.  

We rarely ask the questions:                                   

(1) What is NOT in the interface?  Or why are these my only choices?

(2) What is the purpose or goal of this interface?  What is it used for?

(3) Why are these options higher or lower on the interface?  More visible or less visible as other choices?

(4) Are these choice empowering me or just distracting me from doing what I need to accomplish?

If you have every used a search engine like Google or an application like Yelp, you get a sense choices are made for you and only certain things are being presented for your attention.  I have been told the nearest restaurant or gas station is several miles away – all the while standing right in front of one!  I usually chalk it up to “well they must not have gotten into the database yet” but now I’m leaning more to thinking I’m being fooled by the choices I’m presented.

Back in the ancient days at the dawn of computerized civilization – something like 40 years ago for you youngsters – computers were called mainframes.  Mammoth monsters that would manage large amounts of data, electricity and generate a lot of heat.  They required a forklift to move and had to be water cooled. 

In those ancient days of computer myths and data Gods, there was but the humble green screen.  To get to all the crap stored in that giant mainframe required you to issue the magic commands.  By locating the secret words in the sacred text called “Command Line Reference,” you could instruct the mainframe beast to perform feats of great wonder.  In other words, there was a giant three-ring binder with all these commands listed in alphabetical order that you were required to memorize and type correctly.  The mainframe didn’t tolerate spelling mistakes, and there was no such thing as auto correct.  No Google-like “Is this what you mean?” ever appeared on the screen.  Even the help key which was supposed to provide assistance rarely did.  This was the world of complete freedom from “the menu”.  All the commands were in the book and available and granted they didn’t cover everything you wanted to do, but they did cover a lot of stuff you needed to perform.  Yes, you had to memorize a boat load of command line syntax because the mysterious book appeared and disappeared as it desired, but you never felt limited rather you just felt a need to search for the right command.

Enter the age of the personal computer.  For simplicity, the command line went away.  The mouse was born.  There was nothing more entertaining than watching grown men in a room holding the mouse with both hands tightly but gently trying desperately to get that arrow moving in the right direction on the screen.  “This mouse thing will never catch on” they grumbled.  Suddenly the command line was gone, and menus or buttons presented to us.  These were your options.  Your only available commands.  It didn’t take long before I missed my giant 3-ring binder of commands that gave me all the power.

Over time we became to believe that only the commands we could see were the ones of importance.  We would become less and less frustrated at not seeing the things we needed.  We are restrained by choices of actions presented.  Our perception came to be that if it wasn't presented, it wasn't available.

So let’s take this into the modern smartphone age.  The other night friends and I were out at a restaurant having a great conversation.  The restaurant was closing because it wasn’t that busy and the owner wanted to call it a night.  We asked each other the question “let’s continue this conversation – where should we go?”.  We all pulled out our smartphones pulling up Google, Yelp, and the other thousand apps on our smartphones looking for a place that was open late.  This searching went on for 15-minutes or so.  Now I can be a bit impatient with technology and frankly don’t always find it of much help in situations like these.  I quit my search letting the others wade their way through the digital data flowing around with smartphones.  Then I looked up.

A beautiful park lay right before our eyes across the street, and we didn’t even see it.  We believed our only options to find some place were those our smartphones provided. Did those applications tell us about the park?  Not one.  How about that food truck with the fabulous desserts?  Nope.  Not a single one.  Our illusion of having choices was broken.  Sure we got a lot of options, but it was all about the pictures of the menu or comments from other people that distracted us from answering the exact question “Where should we go to keep talking?”.  The menu or interface design didn’t answer our actual question at all.  It created the illusion of choice by presenting a small subset of options.  All said and done the park was bug-free which is a miracle in Minnesota some evenings.  Dessert and conversation continued for hours in the street lamp lit park.

As business analysts or designers, it is easy just to limit user choices to a few as possible to send them down a well-defined and perfectly groomed path.  But does that answer their question?  How many times have you wanted to say “Siri – lead the way to a great evening with my friends!”.  The response from Siri is, “I’m sorry I don’t’ understand what you are asking”.

There are a thousand paths to getting or achieving something.  No matter how hard you try to make it simple, it just winds up being even more complicated.  Or worse the real thing you need is hidden somewhere because someone felt it wasn’t’ important enough to warrant a button.  Some of the best interfaces look very simple on the front end and have a rich set of commands just slightly inside of the interface.  As a business analyst and designer, we need to give our users or community a rich experience with our application.  Are we the illusionist – forcing users down only one path?  Our accounting system has several ways in which to generate an invoice.  From a customer contact screen, main menu, sidebar and I’m sure more options remain hidden in the accounting interface.  As I watched the finance, customer service, and sales people utilize the user interface with the simple task of generating an invoice, I noticed something important.  Not everyone went about taking the same path. 

Sales people always went to look at the customer inquiry screen first before generating an invoice.  Individuals and their contact information were more important to them, and they would update it before moving on to creating an invoice.  Customer service created invoices from the order screens as they were more focused on shipping products.  Finance folks just clicked on the main menu option. 

Know your users.  They each have a story and a way of performing tasks that make sense to them.  Think about their “persona” and what they need to accomplish.  There is no single path to creating an invoice.  Develop a list of capabilities and make sure they are not “hidden” from view.  If it all doesn’t fit on a screen, find ways to expand the options for display when requested.  Don’t fear including two buttons “Create Invoice” and “Add Invoice” which go to the same screen if it makes more sense to a broader audience of users.  It is more about clarity for your users then consistency in terms.

What has a dinner in the park taught me?  Smartphones are not as smart as we think they are.  Everyone thinks they have choices, but don’t always see the most obvious choice because the choice is not presented in a way the user would understand.  Question the choices presented and determine if they are the only choices.

Yes, I still miss my green screen terminal.  CMD-1 key forever will mean “useless” help, and a blinking green bar on a black screen will always be a symbol of the endless possibilities to mistype ridiculously long string of text that doesn't make sense to anyone.  And that huge 3-ring binder filled with commands-a-plenty works damn good propping the door open.

For more good stuff on business analysis and leadership, check out the blog at Bob the BA.


Pablo Picasso and Scope Visualization

Scope – the last frontier.  We are on a mission where no business analyst has gone before.  To explore strange new diagrams and to have the project scope clearly understood.  Extra credit to those who remember which TV show that was from!  Scope and context are the number one reason business expectations about a project are not met, and projects fail.

Let’s face the reality.  Projects today are more complicated.  In this integrated and connected world of systems long gone are the days of the quick and easy change.  Our organization’s architectural diagrams look like the tombs of Egyptian Pharaohs.  Symbols and shapes connected by lines that fill the wall of an entire room.  Even trying to explain the diagram to someone can take days.

Projects now require more involvement by more people.  Our systems and processes are so complex and integrated it’s too difficult for one individual to understand them all.  Stakeholders are flung across the globe speaking many different languages.  Top it off with organization’s taking on hundreds of projects at the same time.  Keeping track of each project’s scope and impacts to the organization are difficult to comprehend.  It’s no wonder why understanding the context of a project’s scope is the number one reason why projects fail to deliver value.  They lose sight of the project's vision and goals in our complex systems and processes.  Everyone is one a different page.  We wind up spending a lot of time trying to get stakeholders, sponsors, and team members to have a clear understanding of scope. 

So it’s no wonder that scope and context are the number one reasons projects fail.  How can you get an entire project team moving in the right direction?  Not understanding the scope and context of a project leads to all sorts of time being spent on just figuring out what we are trying to accomplish with a project. 

So how do we get everyone on the same page?  By that, I mean the same page in the same book!

It’s time to visualize scope.  Scope places the boundaries around where the entire project team will work.  Bust out that context diagram.  Getting a clear common understanding of scope and business expectations leads to better projects that deliver real value.  Is that user story a complete representation of the project boundaries or scope?  Maybe not.  The EPIC or a bunch of user stories combined would be closer to the bulls-eye.  A picture is worth a thousand words.  Visualization of scope is worth its weight in platinum as it creates the vehicle to ensure a common understanding of the project scope.

Scope visualization isn’t just about a context diagram.  That’s certainly a great tool, and I blogged about it previously.  Don’t get me wrong – I love my context diagrams.  Pushing the envelope a bit, I have used infographics to display project scope in place of context diagrams.  In a recent server upgrade project, I was updating the operating systems and consolidating over 1,300 servers.  Sticking 1,300 servers on a diagram was an exercise in futility.  There just isn’t a big enough piece of paper to display them all.  So I pictured things at a higher level.  I presented each server farm as a farm – yup cows and red barn with Farmer Joe.  The size of the farm was based on the number of servers on that farm.  Server farms were in specific locations, so this gave the project team a visual representation of which sites were going to be impacted more heavily.  All of this was based on estimates from doing a high-level scan.  Remember context is high level.

In each barn was an icon that represented a group of servers.  There were three groups:  leave it alone, upgrade it and consolidate then retire it.  I didn’t have exact numbers or server names at this point, but I knew the servers would be divided into those groups by talking with stakeholders.  Servers were put into groups based on our best guess. 

In the kickoff meeting, this was a great tool.  Sponsor and stakeholders understood in the scope of the project.  Yes, they wanted to know more.  Everyone wants to know the details, but we were just starting out.  Everyone walked out of the room with a pretty good understanding of the scope and estimated size.  Many were surprised at the volume of servers in each farm.  Overall the infographic did an excellent job of setting the stage for the project visually.  All on one PowerPoint slide.

The idea of scope visualization is to present a single page to provide a high-level overview of the changes the project will make to systems, processes, and people.  That’s no easy task.  Taking the complex and making it simple is powerful.  It creates a better shared understanding of the project. 

The business wanted a global CRM solution, but all they got were pigeons and index cards. Yeah, that is why context is important.

Context doesn’t just talk about scope – it also sets business expectations about the outcome of the project.  It’s important that all throughout the project to keep the communication channels open on what is happening with the scope and how the design is being implemented to meet the scope.

I take the concept of the context diagram a little farther than how most folks typically use a context diagram.   You know me always pushing the envelope. Context diagrams usually explain the end state or the outcome of the project.  They show the scope of a project outcome. 

Building on a good thing, I like to build a context diagram of the current environment at a high level.  Even at a high level, I’m often surprised at how differently stakeholders, sponsors, and team members view the current state.  It’s a great tool to get everyone on the same page for the starting point.  Having everyone on a different page for what we currently have will cause a few issues down the road in understanding the final destination.  Knowing where you are starting from is a powerful thing when to explain where you want to end up in the future state.

Taking this concept even a bit further (and perhaps more uncomfortably) into the desired state.  Not many projects look at the desire of the stakeholders and sponsors.  The desire is stated in the project request form or project charter.  The sponsor and stakeholders put together a vision of the expected outcomes in these documents.  A context diagram of the project charter or request which elaborates the vision is a powerful thing.  It ensures what is being asked for is understood.

Don’t re-invent the wheel.  Many times I take the current state diagram and just highlight the areas that are changing.  Use color to highlight the add, modify or removes based on the context diagram for the current state.  Color visually explains where the changes are visualized to occur. 

Now you may think I completely lost my mind at this point.  Fear not I’m taking a step even further.  I take the context diagram that shows the desired state (based on the project charter or project request) and determines what is feasible.  Everybody wants it all but the teleporter to zap you across the globe for a break in Paris hasn’t been built yet.  Reality always steps in and dictates what is feasible.  Taking the context diagram I will highlight the areas that are NOT feasible.  It’s a great way to level set the expectations of the sponsor, stakeholder and project team members.

So when in the project life cycle does all this context stuff happen?  Ideally, it should happen before the project starts at a very high level.  Wouldn’t it be great to start a project where everyone understood and was in complete agreement about the project outcome?  You can bet it would save a lot of time running around trying to get everyone on the same page.  Typically, the context is set at the start of the project. 

As you move through the project, more and more understanding is acquired.  Details need hammering out and there is ALWAYS change to the project.  Has anyone ever worked on a project with absolutely zero change?  If you have, you are leading a very charmed existence.  I’m jealous.   Context diagrams can help evaluate how a change would impact the project.  So forget about laminating them and hanging them on the wall.  They are living breathing documents that will change throughout the life cycle of the project. 

The pitfall is that architects and others might expect diagrams that show the smallest of components.  Don’t fall into that pit.  Your job is to communicate the boundaries clearly but not make it so complicated a rock scientist from NASA can’t figure it out.  Detail is important for design but scope context requires things to start at a very high level and be decomposed into more information.  Context is simple with enough detail to make it clear.

Break out your inner Pablo Picasso and get creative.  Find a way to display context or scope in a visually appealing manner.  Color can help bring greater clarity.  Highlight areas in different colors to bring focus to them.  If a system is risky or substantially impacted by the project scope, highlighting is a technique to denote that risk.  Black & White isn’t your friend.  Studies have shown that color diagrams – even with a small amount of color – are more memorable.  

Check out Bob’s blog for more good stuff on business analysis and sign up for our newsletter today.  Bob the BA offers the Badass BA workshop and Enterprise Analysis workshop which covers this technique in more detail.


8 Ways to Be a Badass Business Analyst Employee

Being a badass isn’t about intimidation or trying to be something you simply are not.  It’s about knowing who you are and using your strengths to drive forward.  So let’s look at a few of the ways to be a badass in business:

1. Passion for Your Craft Is a Powerful and Infectious Energy

Showing passion for your work in always willing to learn more and explore new ideas in your profession shows you are a badass.  A badass isn’t afraid to learn something new about their craft.  Always be willing to step up to the plate and show what they are good at performing.  Sitting back and doing just the expected is not the badass way. If you are amazing at drawing diagrams, then use them frequently in your work.  

A few years ago I was managing several projects.  Things were not going all that well on these projects, and I knew something needed to be done to get them on track.  Holding up the schedule and pointing at it wasn’t solving the problems we were facing.  I decided to explore different approaches and ideas by contacting others outside the company for their advice and doing a little reading up on handling scope problems in projects.  I learned a lot of scope management techniques as a result of that exercise and was able to apply them to my project.  My boss at the time noticed I went out of my way to figure out new approaches, and I was fearless in learning new techniques about my craft.  By learning and stepping out to explore new ideas I was able to move the project forward and save the project from failure. 

2. Keep Positive

Nobody likes a negative person constantly interrupting, jumping to conclusions and always complaining.  Keep a “we can do this” mentality even in the toughest of times.  The measure of a badass is in being able to be calm, think clearly and project positive possibilities.  When the whole world is crashing down, don’t be the one saying “Well that figures.”  Instead be the one saying “This isn’t the greatest situation, but we have some great opportunities here to make positive changes.”  See the good in situations where others cannot.  Be the person that says “I’ve got a few ideas that might help in this situation, and I would like to bounce a few of them off of you.”  

One of the toughest projects I faced was working with remarkable requirements, but a development staff that either didn’t want to or just could not fulfill those requirements with the current system in place.  The team quickly got very negative at all the challenges that we were having in development.  Everyone’s attitude soured and nothing was getting accomplished.  The project was on its way to failure.  So I threw a pizza party.  My entire team thought I lost my marbles, and it was time to call the men in white coats to pick me up.  Pizza does wonders for putting a team in a better mood.  I told the team I understood the situation was bad and acknowledged that the company wouldn't accomplish anything without their skill sets.  I purposefully turned the conversation from a negative (What is going wrong?) and made it positive (What ideas do you have to make it better?). 

This was no easy task.  I had to work very hard to move everyone’s attitude toward the positive after months of being in the negative.  I was direct in telling them “Nobody wants to work on a negative team – it sucks.  What can we do right now to make this team more fun and productive?”.  After that hurdle had been cleared, it got easier to involve everyone in making team changes and design changes to the project.   I kept telling myself that no matter what happens I will remain positive.  The team’s attitude evolved over time.  Many team members and company leaders repeatedly said that they could always count on me for being positive and finding solutions to problems. 

3. Know Your Craft and Tools

A badass doesn’t just stop learning the basics of their craft or tools.  They are constantly expanding their toolset and keep current about their craft.  It’s too easy to get comfortable and begin to feel there is nothing more to learn.  A badass grabs any opportunity to learn new things.

In my past life, I was at a company where I was pigeon-holed.  I did such a good job at data warehousing and reporting that no one wanted to let me try anything new or different.  Damn, I was bored out of my mind because every day was the same thing over and over.  Sure I was learning new things about data warehousing and reporting, but I never stepped out of that area into other areas.  So I forced the issue a bit and shoehorned my way into a call center application.  It made sense for me to pursue it because that new system would be feeding the data warehouse.  I went a little further than just worrying about data and started moving into user interface design and workflow for the new call center application.  It was a great experience to use the knowledge I had in data warehousing and reporting to build better user interfaces and business processes.  After the project had been finished, I was seen as being useful in business process as well as data warehousing.  The door opened, and I got the chance to work on a whole new set of projects.  Don’t be afraid to step out of bounds – you just might be valued for it.

4. Make Life Better for Others

A badass knows that improving the lives of their team members by continuously being focused on improving the way things are done is important.  Being innovative to solve problems the team is experiencing in the day to day operations is just as important as solving project problems.  Process improvement is powerful.  A badass understands it’s not about single glory but helping others to achieve great success.

You always hear “It’s not my job” especially in large companies with well-defined roles.  A badass looks for ways to improve the working conditions and tasks their team performs.  It can be a simple as creating a library of past project documents that can be reused or finding a new way to perform time reporting that is easier.  Whatever it is, a badass is looking for ways to improve processes at every moment and isn’t afraid to suggest well thought out changes. 

5. Know Thyself Well

Know thy strengths and know thy weaknesses.  A badass is aware of their strengths, and they know their weaknesses and limits.  In today’s corporate culture, we focus on weakness.  By focusing entirely on weaknesses, performance appraisals have become more like firing squads.  A badass knows to play to their strengths and to engage others to help them out with their weaknesses.  

There are certain things I have discovered I’m genuinely bad at.  Anything that involves molding clay into an object is bound for disaster.  Both of my skiing trips ended in an uncomfortable tree hugging.  In business I know I’m a driver – be quick, be bright and be gone.  It wasn’t until half way through my career that I realized how that impacts others who are not drivers.  By understanding how I lead and act, I was able to soften my approach and be more collaborative with others.  My driver mentality is a strength that others recognize.  I can snow plow through massive amounts of data to give clear direction.  I communicate quickly and concisely on projects. 

Play to your strengths at all times.  If you know you are weak in an area, then go out and find someone who is strong in that area to balance you out.  If you get the chance to put teams together, look at each others strengths and weakness to balance them all out.  Forget about finding that perfect all around team member without weaknesses.  They don’t exist. 

6. Don’t Always Say What They Want to Hear

Being a butt kisser or yes man is not the path of a badass.  If you are always saying what others want to hear from you, they will never fully trust you because they can’t tell if that’s what you honestly believe or if you are just being a parrot and repeating everything back to them.  A badass understands that conflict is part of life, and sometimes you are going to have to say what doesn’t want to be heard.

The trick here is saying it without being annoying or a jerk.  If there is an elephant in the room, then say there is an elephant in the room.  A badass knows that hiding the obvious doesn’t make it go away but rather gives it greater power.  Address it quickly and directly.  Forcing the issue is a one-way ticket out the door.  Follow the “Toot, Toot and Salute” rule.  Bring it up once and if there is no response or disagreement then re-group your thoughts.  Bring it up again and if there is still no response or disagreement, then accept it and move forward. 

7. Ask Questions, Challenge and Dig Deep

No one likes to be challenged.  It puts them on the defensive right away.  A badass understands that challenging an idea is an art form and that challenging helps bring deeper understanding and meaning.  A badass knows that without asking questions and digging deep, the entire problem cannot be understood fully. 

Nobody likes to feel they are being interrogated.  Be fearless but considerate in digging deep.  Verify your thinking and dig deeper with “Help me understand” questions.  Share what you have learned to validate it.   Be appreciative of the different perspectives and gather them all up to see the greater picture more clearly.  The most significant problems I created for myself was making assumptions and never validating those assumptions.  You may not be able to validate or challenge at that specific moment.  Write it down, reflect on it and determine if you need to challenge it.  Challenge appropriately and thoughtfully.  Step back and schedule a challenge at a later time.

8. Lead Even When Your Job Title Doesn’t Say Leader

A badass leads even when it isn’t in their title or role.  They had the initiative and don’t shy away from leading in their craft.  They don’t wait for someone else to schedule the requirements meetings, they step up to the plate and schedule them. 

In the many times, I have played the role of the business analyst I’ve stepped outside my role a bit.  I’m probably more comfortable with that then other business analysts in that I have been a project manager.   My favorite is when I’m told how long it will take to gather requirements.  You know those meetings were without being consulted the project manager has decided how long you as the business analyst will take to gather requirements and complete the design.  When I’m in the business analyst role, I often will put together a requirements work plan outlining the steps that will be taken to elicit requirements and build the design.  I review it with my stakeholders, project team and sponsors.  This runs face first into the project managers desire to create and control the schedule.  By gaining common agreement on tasks for the requirements and design process, the schedule can be more reasonably created which in turn helps the project keep to its timeline and budget.  Is there a negotiation? Oh yeah – there will be lots of negotiation with the project manager, sponsors, and stakeholders on what will be done and what won’t be done.  Step up to leading the task and schedule you will be expected to adhere to for the project. 

For more good stuff on business analysis and leadership, check out the blog at Bob the BA.


Applying design thinking makes us better business analysts

The  International Institute of Business Analysis defines in its “Business Analysis Body of Knowledge” (BABoK) that business analysis is “the practice of enabling change in an enterprise by defining needs and recommending solutions that deliver value to stakeholders”. To fulfil this task to a good standard business analysts require, among others, well-developed analytical and problem solving competencies. We all know that solutions we, business analysts, recommend to our organizations can stay within those organizations for quite a while. BABoK, in “The Underlying Competencies” chapter, provides a description of the behaviors, characteristics, knowledge and personal qualities that support the practice of business analysis. This chapter stresses the importance, among other aspects, of analytical thinking. However, is relying on analytical thinking sufficient to provide organizations with sustainable solutions?

Is analytical thinking the most important skill for business analysts?

On the one hand, the job title covers it all, you might say: business analysts must possess strong analytical capabilities; analytical capabilities that include the process of gathering information relevant to the business situation under investigation and identifying key issues related to this information. It also requires the business analyst to compare data from different sources/stakeholders, identify possible cause and effect patterns, and draw conclusions from these datasets to arrive at appropriate solutions. Analytical thinking is, in other words, a process of logical reasoning that converges on one “correct” answer based on the facts we discovered in our analysis. It can be compared with finding the answer to a question: what is one plus one? The correct answer is: two.

On the other hand, the world is changing at a rapid pace. The VansonBourne report, “The IT Complexity Challenge”, from October 2015, concludes that organizations have an increasingly difficult task trying to keep up with the introduction of new technologies and services as well as maintaining existing ones to a high standard to maximize the value gained. These changes in organizations are characterized by high complexity levels and are difficult to solve for many reasons: incomplete or contradictory requirements, the number of stakeholders and opinions involved, and the interconnected nature of these problems with other problems that exist in the organization. These problems are also referred to as “wicked”.

complex problem

The definition states that wicked problems are ill formulated where information is confusing, where there are many clients and decision makers with conflicting values. Solutions to these problems are not right or wrong, they are simply “better”, “worse”, “good enough” or “not good enough”. The acceptance of solutions lies in the hands of stakeholders and their values and perspectives on how the solution should work/look like. We, business analysts, have to deal with wicked problems on a regular basis, don’t we?

Wicked problems vs analytical skills

In this complex landscape of wicked problems it may not be enough for a business analyst to rely solely on his/her analytical skills to provide satisfactory solutions to organizational challenges. The traditional analytical thinking may be inefficient due to the cumbersome process of gathering information, incomplete and contradictory datasets, hidden agendas of stakeholders and other social aspects of the situation. Alternative approaches may be required

Stepping out of the comfort zone: introducing design thinking

Design thinking isn’t anything new; it has been used for years, as already mentioned in the previous blog. However, the applications of design thinking have evolved over the last couple of years and its usage has expanded to business, in the broad meaning of the word. It has proven to be suitable to provide satisfactory solutions to the “wicked” problems we mentioned earlier. Design thinking is characterized by a recognition of the importance of good understanding the problem to be solved; a deep sensitivity to what stakeholders really want and, more importantly, what they choose to do in day to day life; a willingness to experiment, learn and refine; a focus on whole systems, not just on their parts.

divergent convergent thinking

To achieve that, design thinking employs concepts of divergent and convergent thinking, prototyping and iterations to problem solving. Through fostering curiosity, a holistic approach to business situations and focussing on stakeholders, the business situation is explored. This is required to develop a better understanding of current reality. Hypotheses are created that could work in an effort to find one that fits the problem situation. The divergent thinking intervenes with convergent thinking, narrowing these possible solutions down to some candidate solutions, which are further prototyped and evaluated. In this iterative way the best suitable solution is defined.

Design thinking lies close to our human “problem solving” nature. In the 80’s the Microelectronics and Computer Technology Corporation (MCC) looked into how people solve problems. The results are presented in the figure below:

human problem solving approach

Figure 1: Pattern of cognitive activity – the “jagged” line [source:]

The red line represents a linear approach from our work instructions or process descriptions, which prescribe how we should tackle a problem situation. The green line shows how people really work. The lines differ quite substantially, don’t they? This experiment showed that, faced with a novel and complex problem, people do not simply start by gathering and analyzing data about the problem. Cognition does not naturally form a pure, complete and abstract understanding of “the problem”. It simply does not work that way. It also illustrates that problem understanding can only come from creating possible solutions and considering how they might work. These possible solutions trigger more questions about the problem and strengthen the need to understand what is really needed. This experiment supports the success of design thinking where exploration, ideation, iterations and prototyping help provide value to stakeholders. It is more in line with our human nature.

Applying design thinking makes us better business analysts

Design thinking and its techniques are very much applicable to business analysis. We, as business analysts, are quite often “wicked” problem solvers and help our organizations to change and adapt to a fast-paced world. The idea of divergent thinking to explore the problem and ideate many solutions (possible or impossible), and then convergent thinking to select the best solution direction, fits perfectly with what we are doing. Design thinking offers us tools that help us:

(1) deal with stakeholders and their opinions,

(2) validate whether we are on the right track, and

(3) find solutions that delight the stakeholders in the end.

Business Analysts should be top of mind

What is the role of the business analyst? A typical response to this question is that he is a bridge between IT and business. Often this view is reinforced by textbooks and training material covering the business analysis domain. The reality is that there is still much confusion about business analysis as a discipline.

In my opinion, this view is flawed, and it inadvertently leads to a limitation of how most business analysts see themselves. It renders them incapable of offering real value to the businesses they serve, and more importantly becoming top of mind to their business owners. I would argue that business analysts are a triangle connecting three parties: business, IT and the customer, instead of being a bridge connecting two sides.

In some cases, organisational structures further exacerbate the limitation of the business analysts’ ability to deliver value. This happens when business analysts fall within the IT reporting lines and get assigned to various businesses from time to time. This structure has unintended consequences. Business analysts see themselves as IT resources first, and business resources second. At the face of it, this might seem like an insignificant side effect. However, I would argue that it is at the core of the mindset that is adopted by the business analyst. It is responsible for the ‘us’ and ‘them’ situation where the business analyst refers to the business he is servicing as ‘them’, and the IT team to which he belongs as ‘us’.

So how does the business analyst become top of mind?

There is a definite need for the business analyst to be closer to the business and to be a true ambassador of the customer. I have seen that in most cases, business analysts who report to IT struggle to make a ‘business’ mindset shift. Wearing the business hat and ultimately that of the customer within the IT structures often makes the business analyst feel like he is betraying his IT colleagues.

Confidence is required for the business analyst to change the reporting dynamic. Reasoning with the IT team as to why it makes business sense and not necessarily IT sense takes courage. Business may want to adopt a phased approach in rolling out a solution versus the IT team’s big bang approach. The business analyst will need to address this with the teams in a confident manner.

An essential area of understanding for the BA is the customer’s pain points and how a particular solution will solve them. Knowledge of the market, the client’s competitors and which projects will yield the highest ROI is a prerequisite. Questions such as which projects are strategic or need to go ahead from a compliance perspective, and how to reach a particular market need answers.

A business analyst may need to explain to the technology team why his business requires certain information from his customer or potential customer over others. A full understanding of the business rules is needed, for instance, an RSA ID field as a mandatory field but not a Passport field as an option. Alternatively, why one type of design will have an adverse effect on the customers’ user experience and possibly result in a huge customer drop off through the journey map.

It is an undeniable fact that business analysts should have a fair, if not solid, knowledge of what is going on in the technology space. Requirements will need to be documented and in turn translated into system functionality. The BA is likely to spend most of his time in system design sessions with the IT teams to bring these requirements to life. If the BA has no technical background, he is likely to end up frustrated when engaging with the system developers, solutions architects and the rest of the IT team members.

Having an understanding of IT will help to earn the respect of his IT colleagues as well as to gain acceptance. At the end of the day, real collaboration is necessary to deliver value to the customer.

Talking of value - never before has the demand been so high for businesses to deliver value to their customers using technology. The advances in mobile technology and the ubiquity of smart mobile devices has created an exponential increase in the demand for mobile apps as platforms to service customers. Organisations are almost forced to digitize their service offerings through mobile apps – or they will lose out to their competitors.

Moreover, techno-savvy customers are demanding convenience and searching for time-saving ways to get what they want. Services have also been commoditized and delivered via systems. The business analyst is required, now more than ever, to marry IT and business to enhance the customer experience through self-service channels via mobile devices and kiosks. Therefore, understanding the technical arena, while showing a solid grasp of the business has enormous benefits.

What skills should the business analyst have?

While the above criteria are crucial for the business analyst to master, there are specific skills needed to achieve top of mind status. The first of these skills is the ability to listen attentively in what is called active listening. To do this successfully, one needs to learn to switch off the internal monologue. This usually happens whenever we are listening to someone else. It requires attentive listening without thinking about your response while the speaker is still talking.

The value of getting this right is that it will allow the business analyst to pick up on and appreciate the nuances inherent in the priorities between IT and business. It is important to note that these parties have different mandates to carry out within an organisation. A common misconception is that IT should not or will not dictate to business. However, the reality is that if business has no clue of what is happening in the IT world, then this dictation happens all the time. A technically informed business analyst who actively listens to both parties stands a better chance at success.

Also, if inactive listening is applied then the finer details that inform the different mandates may be missed, and this might result in conflicts and confusion. Listening actively to both parties during the requirements elicitation and/or JAD sessions can save the business analyst much pain in the future. Active listening is not a talent, but a skill that can be learned and developed.

It is important to note that during system development, especially within an environment that uses a waterfall methodology, a lot of clutter and noise can easily creep in between the time of the initial request (from business) to the time of the final delivery of the solution (by the IT team). A business analyst needs to use active listening skills to identify what is said (to ask for confirmation), what is implied (to ask for validation) and what is not clearly stated (to ask for clarification) to remove this clutter or minimize its impact.

A business analyst tends to be a leader from the side meaning that no official authority has been given to lead within an organisation. However, coordinating and managing roles and responsibilities between the business, IT team and the customer puts a huge leadership role on his shoulders.

Good leaders rely on influence, and as such a good business analyst needs to develop and master this art. To be top of mind to his stakeholders, the skill of encouragement and influence may shift the viewpoint of others. However, the ability to change minds does not happen by chance; it comes from the respect which the business analyst has gained through demonstrating a strong understanding of the business and domain skills. The latter also builds confidence to educate his or her colleagues about the discipline of business analysis.

The ability to deal with conflict can also earn the business analyst more brownie points towards achieving a top of mind status. When conflict is not resolved within a project, it can add to delays and increased stress levels. Ambiguity can also create tension and conflict in a project. It is an expectation that while the business requirements from the business analyst should be devoid of ambiguity (especially in the waterfall driven environment), the business analyst should be able to handle ambiguity and make sense of it.

Proper stakeholder management also requires a careful study of his participants and engaging with them appropriately. It is not a one-size fit all approach. Knowledge of which stakeholders may throw a spanner in the works during that big walk-through session is necessary. Getting their buy-in before the meeting is just as important.

Some stakeholders require a one-on-one consultation before the big meeting; others are happy to know about your requirements during that big meeting. Some are satisfied with a one-pager or an email highlighting what you expect from them; others require the full story before the meeting. Some prefer a pictorial view of your requirements, while others would like a fine print.

Dealing with expectations efficiently will find the walk-through sessions a walk in the park!

Managing stakeholders go hand-in-glove with relationship building. The business analyst must realize that specification documents (whether as business requirements, functional requirements and even user stories) are not, and cannot be written in isolation. A business analyst who does this runs a risk of creating a ‘disconnect’ between himself, his business and the development team.

Furthermore, adaptability and flexibility together with knowing which skill to use and when are also essential characteristics. With good relationships, the business analyst can quickly put pressure on the delivery team, without alienating them, or begging them without feeling humiliated, and even convince them without offending them.

A business analyst cannot be top of mind without showing innovative ways of solving business problems. To do this effectively he or she needs to demonstrate an understanding of strategic objectives, i.e. why is his business going in a particular direction? Often, it requires a ‘big picture’ view which takes the business analyst from a departmental to an enterprise level. Presenting this big picture view builds confidence to identify the alignment between an individual project and what the organisation is trying to achieve.

With this comes the confidence to challenge the business if there is a misalignment regarding the organisational strategic objectives and the project. Arguing a case against a project that does not contribute value will put the business analyst in good stead with the business owner – especially after it has been proved correct by the lack of return on investment.

Lastly, nothing can replace passion, enthusiasm and dedication. These attributes cannot be measured, however, when they are not there – they are conspicuous by their absence! Business owners will notice a lack of passion for their work and a reluctance to do what is necessary. It is also self-evident when a business analyst only does the bare minimum. The business owner needs someone who can energize the team and ultimately go the extra mile!

Quick Intro to Decision Model and Notation - DMN

Decision Model and Notation in short DMN is a novel way to model business decisions. DMN allows capturing and modeling business decisions in a way that is easy to understand with business people and subject matter experts. It is a combination of:

  1. Decision requirement diagram – DRD
  2. Decision table
  3. Boxed expressions
  4. Friendly Enough Expression Language – FEEL

Decision Requirement Diagram (DRD)

This is a graphical model that allows modeling dependencies between input data, decision, business knowledge and knowledge source.

DRD sample

In DRD, the arrows show the dependencies between different nodes in the model. To put it in a simple way, you can read it as if the output result of some nodes will be passed as the input of the other nodes.

In the table bellow, all the elements on a DRD model are illustrated:

Decision Dmn decision.png The act of determining an output from a number of inputs, using decision logic which may reference one or more business knowledge models.
BusinessKnowledge Model Dmn business knowledge model.png A function encapsulating business knowledge, in the form of business rules, decision table or analytic model. Some of the tool may not support this element. In such case the decision logic is directly linked to the Decision rather than the business knowledge model.
KnowledgeSource Dmn knowledge source.png The authority for a business knowledge model or decision.
Input Data Dmn input data.png Information used as an input by one or more decisions. It also denotes the parameters of a Business Knowledge Model.
Information Requirement Dmn information required.png Information – input data or decision output – required for a decision.
Knowledge Requirement Dmn knowledge required.png The invocation of a business knowledge model.
Authority Requirement Dmn authority required.png Showing the knowledge source of an element or the dependency of a knowledge source on input data.

Decision Table

In decision model and notation, the Decision Table is a tabular form that models rules based on conditions and actions which they are also called inputs and outputs. Decision Table is the default type of modeling business rules in DMN. But if your tools support other ways to model business rules then you can freely use them along side with decision table.

decision model and notation

Boxed Expressions

In Decision model and notation (DMN) are a simple two column table and effective way to model business formulas, calculations, values and expressions. And then you can share them across multiple decisions and logic.
decision model and notation

Boxed expressions simply allows modeling: constant, values, invocation, formulas… Boxed expressions allows putting together building blocks of logic (i.e. decision table, natural language, flow…) and reuse them over and over again.

Friendly Enough Expression Language

In decision model and notation, FEEL is an expression language for business people. FEEL define a syntax for expressing conditions, actions and formula. Consider FEEL like excel formulas that they allow you formulate your thinking about a domain in a context. FEEL is designed to allow ease of use by business people and subject matter experts.


There are benefits of using decision model and notation over the traditional business rules approach. In the business rules approach, very soon you start thinking about the business rules which they are more about the logic implementation. But decision approach provides a more high-level abstracted layer that allows you to see the big picture first rather than diving deep into implementation and losing the context and overview of the solution.

This change of approach:

  1. Allows scaling business rules in more manageable, reusable visual approach across applications and processes.
  2. Allows better communication between business, domain experts and IT by enabling a productive involvement of business people and subject matter experts.
  3. Allows clearly define decision boundaries and expose the decision as a service with a click!

If your tool supports simulation and executionerror checking at design time and runtime with debugging capability then you will not miss anything from business rules approach, but also will have a better way to reuse and scale your business rules in a systematic way.

Submitted by: FlexRule

Replacing the Sprint Review Meeting with BMLs


Like most Scrum teams, we held “Sprint Review Meeting” every two weeks. We would gather as a team to demo what was recently built & receive feedback. Although it was a great opportunity to showcase recent work, we identified a number of problems with “Sprint Review Meetings” for our mature product: 

1.     Stakeholder attendance was poor. Stakeholders saw the Sprint Review Meetings as a technical show & tell. The demos often didn’t work fully & business value wasn’t necessarily communicated.

2.     Because developers demoed the work, it put disproportionate pressure on the development team. We presented recent work & we often had problems with test environments/connections/mock data etc.

3.     More generally – the development team wanted regular updates from the product team. Our retros identified a need for the product team to provide regular updates about recent features; did a recently released feature meet our hypothesis? What did we learn? Will we iterate? How did it impact our quarterly OKRs?

4.     Sprint Review Meetings felt like a conveyor belt. We would demonstrate work, get feedback about quality, and then watch it leave the factory. But we wanted to learn how customers actually used the new product. We wanted external as well as internal feedback.


Build, Measure, Learn (BMLs) sessions

To address the above issues, we replaced Sprint Review Meetings with “Build, Measure, Learn” sessions. As advocates of the Build, Measure, Learn approach – we were keen to review recently released features with the team. We launched features every 2 weeks – so the natural cadence was to report on features at the end of the following Sprint.

We created “Build, Measure, Learn” sessions. The basic format is simple:


Every 2 weeks. At the end of the Sprint. Replaces the Sprint Review Meeting.


Team (Product, Devs, UX) & Stakeholders.


1 hour.


The session is divided into two sections:

1. Build = demo from the development team about what was built during the Sprint. It’s a chance to get feedback from the Product Owner/Stakeholders.

2. Measure/Learn = product reporting back on stats/usage/insights of recently launched features. Typically on features & changes launched 2 & 4 weeks ago. This provides an external feedback loop.

The Measure/Learn section became as valuable as the demo section. It also provided practical breathing space for setting up/fixing demo’s – if we had problems we would start off with the Measure/Learn section 😉


Build section

As with the Sprint Review meeting – this section was the development team demoing what was built during the Sprint.

This was an opportunity for product/stakeholders to provide feedback and ask any questions. Changes were noted by the BA and put on the product backlog.

It was also an opportunity to praise the team & celebrate success.


Measure/Learn section

In the Measure/Learn section the BA or Product Owner would cover the following areas: 

1.     General product performance: how we are performing against quarterly goals/OKRs

2.     For each recently released feature:

a.     Present the testable hypothesis

b.     Present the actuals. Key trends/unexpected findings/verbatim feedback from the audience about the feature

c.      Present key learnings/actions: Build a v2/pivot/stop at v1/kill the feature?

3.     Wider insights (optional):

a.     Present recent audience research/lab testing

b.     Present upcoming work that UX are exploring & get feedback on it



We found that BML sessions were a great replacement to Sprint Review Meetings. They ensured we kept the measurement & learning part of the lifecycle front and center in the team. The Measure/Learn section also ensured we reported back on business value regularly.

Main benefits:

1.     Learnings/insights about recently released features were shared with the team  - this kept us focused on our original hypotheses and business value. It enabled us to discuss the learnings based on external audience feedback.

2.     Encouraged a shared sense of ownership about the end of Sprint session and the performance of features

3.     Increased stakeholder attendance & stakeholder engagement as there was a focus on audience feedback and KPIs

4.     We were still able to demo the newly developed features & get Product Owner/Stakeholder feedback

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