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Why is it hard to get clients live? (Quality Issues (Question set is not…
Why is it hard to get clients live?
Quality Issues
Question set is not correct
Back & forward peer review changes
errors in spreadsheet (spelling/grammar)
errors in field types
too many characters in questions
SOLUTION: best practice template automator question sets
SOLUTION: peer review on scoping/TA sheet before devs
delays for devs waiting on response
We dont understand Gateway
heavy pipeline
trying to rush things
do more with time
errors
Not using QA checklist
Lack of UX standards
Scope
Scoping Document VS App UI
not supported by platform
no playbook for what's possible VS what's not possible
SOLUTION: Engineering Approval on Custom App Scopes prior to being sent out to the client
lack of tech validation
Long Process
Client misses deadlines
Client is not aware of deadlines
We have not agreed to deadlines
Not motivated by deadlines
Plexus misses deadlines
Takes longer than estimated
Estimation tool inaccurate
We don't know what we don't know
Offshore still learning and takes longer
New features take longer to build than expected (this is engineering!)
Misalignment
Commercial Promises VS. Product Functionalities
Lack of Client Understanding
Doesn't understand product
Doesn't understand their own process
Try and bend specs
Lack of internal understanding | TA vs Custom Apps
No clarity
Changes aren't communication
Constant changes
No product owner/accountability internally
Competing priorities core functions of teams
Constant change requests
Client changes their mind
Not pushing hard enough on getting final scope approval
Pricing mechanism that doesn't deter them from wanting to change their apps
What really matters (need) vs wants
New Rule: No change requests under 2 hours
if client submits 30m - it goes in backlog until minimum time requirement has been met
Under 5 hours - template email whereby client 'Agrees' to additional professional services, hours/dollars, delivery time, and invoicing date
lack of context or documentation on historical apps
Project Management
Budget Management
commercial determining price of product
no understanding of time required
increasing functionalities | more work for our team w/ same budget
Clients Overbudget
Inaccurate estimates
built and made dev more efficient for TA with utility but increased requirement on the project management/scoping stages without increasing the time budgeted
no scope for estimates (quoting blind)
Timeline Management
Resourcing
lack of internal capacity
only 1 x Consultant
managing more clients than ever before
10 new Gateway clients since December
historical clients change requests
context switching