Integrating user needs into ECM projects is key to success. Whether it is a initial implementation or a reboot or just expanding use, user needs and UX testing should be integrated into every project

1. Laserfiche Empower 2016
CON 302:
Goal Based Requirements: Bring UX to ECM
ThinkDox LLC.
Christopher Wynder, Ph.D
Director of Client Services
ThinkDox, Inc.
@ChrisW_thinkdox
chrisw@thinkdox.com

2. Overview
ThinkDox LLC.
What is shaping ECM and
information management in
general
Preparing for success
How to ensure that you meet the
actual needs of the organization

3. Market forces
ThinkDox LLC.
What is shaping ECM and
information management in
general
Preparing for success
How to ensure that you meet the
actual needs of the organization

4. Burst
Lift
Mortar
Information management has fundamentally changed
Burn
Fuel
Com. P2P
Fire Control
Pre-BYOD Today
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5. Documents consist of information
that is used for particular business
processes. There is no requirement
for documents to be maintained for
any period of time.
Records are a subclass of
documents that must be treated
differently. Specifically, they must be
maintained in a format that cannot be
changed for a specific length of time.
Technology has mixed separated tasks
Users do not have “silo’ed” work days where they
handle just records or handle just documents.
9am
DATE
?
5pm
The average user’s day
ERP/CRM
ThinkDox LLC.

6. Current practices in information management are designed
based on content control rather than information movement
• Rigid
organization-
enforced
taxonomy.
• Retention
rules
• Disposition
workflow
• Audit of
deletion
schedules
Capture Organize Use
Archive or
retire
How it is
generated does
not matter in a
paper world. The
physical artifact
is “handed over”
Use is
controlled
via
ownership
of artifact.

7. The junk drawer problem
Process and storage alignment = risk reduction
Before
R&DSales
CEO
HR
After R&DSales
CEO
A year later
Do we have any
tape?
Someone needs to
organize this!
That looks great…but where do I
put my vacation request-is it HR or
department?
Do we have any tape?
I thought we organized this?!

8. Effective ERM is service driven:
• It is embedded into normal work
processes
• Provides time-savings to system
users
• Aligns with organization strategy
and goals
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9. Matching Org. goals to technical build
ThinkDox LLC.
What is shaping ECM and
information management in
general
Preparing for success
How to ensure that you meet the
actual needs of the organization

10. The days of separate information sources is over
Organization-owned content stores
Departmental
controlled
content stores
Your view of information storage
Individual corporate
data
Individual personal data
DATE
?
End users vision of information
ERP/CRM
ERP/CRM

11. So what do “we” actually need
?
THINKDOX LLC.

12. Technical control is no longer enough you need a governance plan
DATE
Potential information sources
What information is important long
term?
Most user’s spend their time making documents that
will not be used or likely opened more than once.
Treat information like an asset.
Every asset has a lifecycle, process for using and
way to track.
It really comes down to this:
If file X was deleted tomorrow would anyone
care-or even notice?
CRM
All of these sources should be governed. Start with
sources where there is a clear enterprise wide
mandate for expanding their use.
e.g. Policies, time-off requests . ThinkDox LLC.

13. This is a multi-project problem
Information risk
and value
Enterprise wide policies
Archiving
Disposition, growth control
Archiving can be the driver for better governance
but it cannot replace governance.
Information
Organization
Build a taxonomy
Storage management
Enterprise wide storage control
through deletion
The key to controlling growth is translating management practices
into governance policies
Management Governance Long term ROI
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14. Start with a firm understanding of the long term storage burden
Old files
1
2
3
4
5
Last accessed
Yesterday
Yesterday
Yesterday
Yesterday
6 months
Yesterday
1 month
1 month
2 years
5 years
Last week
1 month
1 year
2 years
3 years
5 years
2 years
The key aspect of scoping the organization's
requirements is understanding the long term burden.
Without a clear technical understanding of:
• What information sources need long term retention.
• Who needs access to high risk information
• What the back-up RTO VS RPO is for day-to-day
operations
• What the regulatory overhead is on the information
in general
It is impossible to properly define requirements.
Or
Glacier
7 years
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15. Generate a information lifecycle for different asset classes
Capture Organize Use
Archive or
retire
ECM
lifecycle
User
information
lifecycle
Generate Record Use
Forget or
store
?
Organize Re-Organize
ECM works best when
the information is
organized at capture
The un-asked question-”How do
users get work done?”
This is key to how users expect to
find documents
Users lack the
tools to
appropriately
archive content
Re-use leads to lots
of local copies.

16. Dept. level
Balance strategy with reality
Org. level
System of
interaction
System of
record
Access control
Findability
Archive
Ad hoc/
Fileshare
Holistic planning for information management
Infrastructure planning
Requirement gathering
Implementation
Integrated retention and disposition schedules
Understanding trends in content generation
Information management strategy
Technological support for managing information
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17. How people work is the key to requirements
9am
DATE
?
5pm
The average user’s day
How many different
applications are they
using
How many times are they
breaking compliance
ERP/CRM
Generate-
How do users generate content-what are the filetypes,
what are the key applications
Record
Where is the information from that content being
recorded? Office documents, applications
Organize
What is the point of the content? Is the information
being shared? Is it for revenue generation? Does it
need to be moved to other people?
When
..is the information source used again. What do users
really need, what can you securely provide them.
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18. ECM
Idealized process
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CRM
Add
Records

19. The reality of how records get updated
Add


20. Reducing risk through user experience
ThinkDox LLC.
What is shaping ECM and
information management in
general
Preparing for success
How to ensure that you meet the
actual needs of the organization

21. Incorporating user needs into
requirements gathering
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22. Account for GROW-th by accepting the organic nature of information
An architect plans the design of information, brings structure to
unstructured sources by enabling users to move through a
"journey“.
Requires existing user compliance and understanding of
information sources.
A gardener sets the parameters of access, provides a
single point of entry to user needs by understanding
that every user has multiple “journeys” that
encompass their job.
Requires access control to key information sources
to ensure user compliance.
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23. Refresh scheduleMix of content types
The Information Garden
Harvest schedule
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24. The soil is the key. Each plot needs to be
balanced for the crop
IT
Efficiency
Risk
Mitigation
Business
Efficiency
The Soil is the platform for
information movement.
(i.e. ECM or EIM)
The ECM provides the simplest platform to enable
the various processes and information usage that the
business requires.
Each “plot” is designed to enable personas based on
information usage.
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25. Map the key user’s journey through information sources to
understand their needs
• User journeys are maps of the steps in an
activity.
• They represent a linear set of steps or tasks
that a user must complete to complete an
activity
• Essentially it is the same as process mapping
that is done for BPM projects.
• Depending on the goal of the journey they
may represent a daily activity or a multi-day
activity.
• The key is that each IT service is broken
down by application and storage points so
that the dependencies can be mapped.
A/P
Case
management
User Journey of a Sales department’s day
The goal of a user journey is break down activities into
actionable steps.
Specifically we are looking to focus on order that data and
users move between applications in a IT service.
Expect to need department level journey.
This exercise is difficult. Involve end users where possible as
part of the exercise or build a best guess and have the
appropriate managers critique the task list.
Check
schedule
Follow-up
Confirm
Payment
Send order
Review
order
Monitor
action
Request
internal
action
Review
fulfillment
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26. Map user journeys to IT resources to ensure success
Business facing
IT measureable
IT resources
IT service
Capacity
Applications
Business activities
People
Infrastructure
A IT service should reflect the business
activities.
Business activities are rarely performed in a
single application or storage location
Financial planning
Resource planning
The applications and
storage points user need.
Expand the list to include
back-end systems. These
are the key capacity
resources
ERP, “S drive”, excel
ATL Data center, local SAN, web
service
Applications
Infrastructure
Example
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27. Talk to users at multiple levels
Experiences: concerns, issues, goals Preferred outcome.
2 audits last year: Microsoft took 2 resources 3 weeks to pull
together, HIPAA took 3 resources 7 weeks. HIPAA had several
action items, worried next one will dig even deeper.
Data Accuracy: Track lifecycle to identify lost or stolen
equipment; secure and track equipment flagged for disposal,
manage process of data wipe, and environmentally safe disposal
to secure data and meet regulatory requirements.
Data Access: reduce time to respond to audits from 6 weeks to 1
hour.
Currently estimate depreciation based on formula of current
spend in account 452 and 456, combined with previous years.
Would like to be more exact.
Data Accuracy: Instantly accessible monthly reports that will
provide a breakdown of commodity items vs. capital investments.
This will include status and condition updates, write-offs, and
lease returns.
Contracts under $50,000 are typically auto-renewed, or renewed
through application owners. I don’t think anyone is really looking
at them.
Contract rationalization to reduce cost overruns: Develop a
process to review all contracts with a view to only renewing what
is right for the infrastructure roadmap and user needs.
It takes 3 weeks to procure and distribute equipment for new
users, so we often end up with new employees with no computer.
Process revisions: Provide better tracking for stocked inventory,
improve process to approve, acquire, provision and distribute
equipment and software to reduce times to 1 week.

28. Do Not underestimate the engagement planning at the requirements stage
Essentials of Change management
Over-explain the need for user
involvement in the EIM project.
Provide feedback.
Schedule and keep to the schedule of
feedback.
Nothing kills a ECM project faster
than silence from the ECM team.
Communicate
Build collaborative partnerships
with the business when shaping the
changes in related processes;
employee on-boarding, retire/fire,
financial reporting.
Create a clear, shared vision
between the key stakeholders and
IT. Take everyone with you,
develop a shared agenda.
Collaborate
Build confidence in the change
– allocate time and resources for
user testing and training.
Provide visible and active post
rollout support. Get feedback, fix
problems, and keep
communication channels open.
Build Confidence
Focus on the three key tactics for success when implementing change: Communicate,
Collaboration, and Confidence

29. Building a team for success
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30. Keep the team dynamic and goal focused
Core objectives of an Information Governance
Project Team:
 Strengthen data-driven decisions. i.e. add context
 Ensure information is consistently defined, and well
understood.
 Create trusted data as an enterprise asset.
 Improve the consistency of data use across an
enterprise.
Four categories of key stakeholders be kept aware- if
not have direct involvement:
 Senior Management
 Legal Counsel
 Records Management
 Business Unit Representatives
Organize the project.
Manage deadlines
Influence governing
policies
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31. EIM projects often fail to get off the
ground because they start too big.
Consider a project that starts with:
The team should include senior
executives in a governance and
steering process.”
You will never get the CEO, CFO, CxO, [the
Pope, the President, etc.] in a room together at
the same time. They are too busy and are focused
on bigger issues.
Expect to have to prove that an EIM solved a
problem.
The Popes & Presidents Problem

32. Focus on the trends that the business cares about:
Business
Users
Information
Visibility into
information contained
within “content.”
Visibility into age, and
changes in
information.
Control of information
access.
Control over ILM
Appropriate access without
additional layers.
Reduce the technological
barriers to collaboration.
Reduce risk of breach. Ease
compliance reporting.
Provide a platform for
expanding the types of
assets that can be tracked.

33. Keep the team focused on the business goals-not the minutiae
The project team will be
responsible for assigning
information owner roles.
The success of the overall
project is dependent on
the passion of the team.
Match the roles of team
members accordingly.
The team should not be
independent or separate
from the
administration.
Ask for guidance,
bounce ideas off of
folks who have not
been involved from the
start.
Every organization
has policies and
unwritten rules.
Find them and write
them down. These are
the backbone of
current governance
processes
Spread “ownership” across
members of the team based on
their skill set not job
description.
Provide dedicated “What-if”
meeting time where internal
experts can be brought into
to shape the plan
Don’t reinvent the wheel- but
document how it was built.

34. Ensure the team has awareness of business goals
?
Archives and
back-upOld hardware
Hosted
services
User acquired
services
Communication
New content
types
The explosion of content type means
fragmentation of how information is share and
stored. The Information Governance
committee’s definition of information should
be content type neutral.
Information
Governance
Strategy

35. Measure the current state to define the path to success
Be tidy:
Delete old data, lock
down high risk data
Know what you have:
Metadata, audit trails
Know how users work:
Workflow, important info
sources
Savings from:
IT time
Reporting time
Consolidated access control

36. Information handling projects of all sizes need to focus on user
experience
• Start by determining how similar the key intra- and inter-
departmental information movement patterns are. Do HR and
finance (and IT for that matter) speak the same language.
• Organizations with limited department structure and a single
organization-wide deployment for their system (user
profiles, classifications work for HR, Finance, Clerks) should
prioritize cross department processes.
• Where these needs diverge IT must carefully consider the
compliance environment.
• Don’t forget about social. All organziations need to have
policy and process for when public/marketing information and
conversations move beyond “communication” to compliant or
sales process.
Regulations
organization-
wide data
Similarities
Departmental
data
Key considerations for ECM

37. Thank you
Have questions or want a copy of the presentation:
Email me: chrisw@thinkdox.com
Don’t want to email me:
See our websites presentation page
http://thinkdox.com/news/white-papers-and-presentations/
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@ChrisW_thinkdox
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