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2018 NAMIC Personal Lines - What's App with That?

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What does it take to build a web or mobile app? This presentation explores the process and outlines primary considerations when building a new software application.

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2018 NAMIC Personal Lines - What's App with That?

  1. 1. CHICAGO, ILLINOIS | APRIL 23-25 What’s App with That? Phil Reynolds
  2. 2. [ 2 ] App Software application dedicated to a specific business function. DEFINITION NATIONAL ASSOCIATION OF MUTUAL INSURANCE COMPANIES
  3. 3. [ 3 ] Mobile Web Mobile applications delivered through a mobile browser such as Safari or Chrome. DEFINITION NATIONAL ASSOCIATION OF MUTUAL INSURANCE COMPANIES
  4. 4. [ 4 ] Mobile App Software downloaded and installed natively on a mobile device. DEFINITION NATIONAL ASSOCIATION OF MUTUAL INSURANCE COMPANIES
  5. 5. [ 5 ] “ “ Mobile technology has risen FASTER than ANY other technology in recorded history. NATIONAL ASSOCIATION OF MUTUAL INSURANCE COMPANIES ADOPTION
  6. 6. [ 6 ] In 2014, there were over 7 Billion active mobile devices on the planet ADOPTION NATIONAL ASSOCIATION OF MUTUAL INSURANCE COMPANIES
  7. 7. [ 7 ] In 2018, there are now over 12 Billion active mobile devices on the planet ADOPTION NATIONAL ASSOCIATION OF MUTUAL INSURANCE COMPANIES
  8. 8. [ 8 ] ADOPTION NATIONAL ASSOCIATION OF MUTUAL INSURANCE COMPANIES Average US mobile user owns 4.1 Connected Devices
  9. 9. [ 9 ] MOBILE VS DESKTOP COMPUTING NATIONAL ASSOCIATION OF MUTUAL INSURANCE COMPANIES 78%77%
  10. 10. [ 10 ] DAILY USAGE NATIONAL ASSOCIATION OF MUTUAL INSURANCE COMPANIES Average US mobile user spends 4:16 per day on their mobile device.
  11. 11. [ 11 ] “ “Mobile Matters! NATIONAL ASSOCIATION OF MUTUAL INSURANCE COMPANIES
  12. 12. [ 12 ] Service on the go GOAL NATIONAL ASSOCIATION OF MUTUAL INSURANCE COMPANIES
  13. 13. [ 13 ] A mobile moment occurs when you solve a customer’s problem in the moment of need. MOBILE MOMENTS NATIONAL ASSOCIATION OF MUTUAL INSURANCE COMPANIES
  14. 14. [ 14 ] Proof of Insurance EXAMPLES NATIONAL ASSOCIATION OF MUTUAL INSURANCE COMPANIES
  15. 15. [ 15 ] Pay Invoice EXAMPLES NATIONAL ASSOCIATION OF MUTUAL INSURANCE COMPANIES
  16. 16. [ 16 ] Update Expired Credit Card EXAMPLES NATIONAL ASSOCIATION OF MUTUAL INSURANCE COMPANIES
  17. 17. [ 17 ] First Notice of Loss EXAMPLES NATIONAL ASSOCIATION OF MUTUAL INSURANCE COMPANIES
  18. 18. [ 18 ] • Provide better service. • Delight customers. • Elevate brand perception. • Increase customer satisfaction. • Drive customer loyalty. • Build word of mouth. MOBILE MOMENTS NATIONAL ASSOCIATION OF MUTUAL INSURANCE COMPANIES
  19. 19. [ 19 ] To capture the value of a mobile moment your app must be excellent. MOBILE MOMENTS NATIONAL ASSOCIATION OF MUTUAL INSURANCE COMPANIES
  20. 20. [ 20 ] 1. Define Purpose 2. Assemble Team 3. Draft Requirements 4. Establish Process 5. Select Technology 6. Design Prototypes 7. Build App 8. Measure Success 9. Grow Adoption DEVELOPMENT STEPS NATIONAL ASSOCIATION OF MUTUAL INSURANCE COMPANIES
  21. 21. [ 21 ] A. Business Goals B. Explore Alternatives C. Buy or Build STEP 1 - DEFINE PURPOSE NATIONAL ASSOCIATION OF MUTUAL INSURANCE COMPANIES
  22. 22. [ 22 ] - A - Business Goals • Top Company Objectives • Problems to Solve • Value to Add • Team and Company Alignment STEP 1 - DEFINE PURPOSE NATIONAL ASSOCIATION OF MUTUAL INSURANCE COMPANIES
  23. 23. [ 23 ] - B - Explore Alternatives • Other Strategies • Opportunity Cost • Do Nothing STEP 1 - DEFINE PURPOSE NATIONAL ASSOCIATION OF MUTUAL INSURANCE COMPANIES
  24. 24. [ 24 ] - C - Buy or Build • Cost • Flexibility • Resource Requirements • Community Source STEP 1 - DEFINE PURPOSE NATIONAL ASSOCIATION OF MUTUAL INSURANCE COMPANIES
  25. 25. [ 25 ] A. Common Roles B. Talent Acquisition C. Outsourcing STEP 2 - ASSEMBLE TEAM NATIONAL ASSOCIATION OF MUTUAL INSURANCE COMPANIES
  26. 26. [ 26 ] - A - Common Roles • Project Manager • Business Analyst • Solution Architect • UI/UX Designers • Engineering STEP 2 - ASSEMBLE TEAM NATIONAL ASSOCIATION OF MUTUAL INSURANCE COMPANIES
  27. 27. [ 27 ] - B - Talent Acquisition • Job Postings • Talent Recruiters • Developer Culture • Remote Work • Incentives STEP 2 - ASSEMBLE TEAM NATIONAL ASSOCIATION OF MUTUAL INSURANCE COMPANIES
  28. 28. [ 28 ] - C - Outsourcing • How to Locate • Industry Expertise • Bench Depth • Commitment Levels STEP 2 - ASSEMBLE TEAM NATIONAL ASSOCIATION OF MUTUAL INSURANCE COMPANIES
  29. 29. [ 29 ] A. Cone of Uncertainty B. User Stories C. Project Organization STEP 3 - DRAFT REQUIREMENTS NATIONAL ASSOCIATION OF MUTUAL INSURANCE COMPANIES
  30. 30. [ 30 ] - A - Cone of Uncertainty STEP 3 - DRAFT REQUIREMENTS NATIONAL ASSOCIATION OF MUTUAL INSURANCE COMPANIES
  31. 31. [ 31 ] - B - User Stories As {user} I want to {action} Because {reason} STEP 3 - DRAFT REQUIREMENTS NATIONAL ASSOCIATION OF MUTUAL INSURANCE COMPANIES
  32. 32. [ 32 ] - C - Project Organization • Goals • Milestones • Epics • User Stories • Tasks STEP 3 - DRAFT REQUIREMENTS NATIONAL ASSOCIATION OF MUTUAL INSURANCE COMPANIES
  33. 33. [ 33 ] • Iron Triangle • Agile Method • Delivery Model STEP 4 - ESTABLISH PROCESS NATIONAL ASSOCIATION OF MUTUAL INSURANCE COMPANIES
  34. 34. [ 34 ] - A - Iron Triangle STEP 4 - ESTABLISH PROCESS NATIONAL ASSOCIATION OF MUTUAL INSURANCE COMPANIES
  35. 35. [ 35 ] - B - Agile Method • Backlog • Effort Points • Iterations • Burndown • Prune STEP 4 - ESTABLISH PROCESS NATIONAL ASSOCIATION OF MUTUAL INSURANCE COMPANIES
  36. 36. [ 36 ] - C - Delivery Model • Versioned Releases • Continuous Release • Staging Environments • App Store Approval STEP 4 - ESTABLISH PROCESS NATIONAL ASSOCIATION OF MUTUAL INSURANCE COMPANIES
  37. 37. [ 37 ] A. Web vs App B. Frameworks C. Code Quality STEP 5 - SELECT TECHNOLOGY NATIONAL ASSOCIATION OF MUTUAL INSURANCE COMPANIES
  38. 38. [ 38 ] - A - Web vs App • Restrictions • Speed • Cost • Hosting STEP 5 - SELECT TECHNOLOGY NATIONAL ASSOCIATION OF MUTUAL INSURANCE COMPANIES
  39. 39. [ 39 ] - B - Frameworks • Open Source Software • Languages (Python, JavaScript) • Frameworks (Django, React) • Unification (Cordova, React Native) STEP 5 - SELECT TECHNOLOGY NATIONAL ASSOCIATION OF MUTUAL INSURANCE COMPANIES
  40. 40. [ 40 ] - C - Code Quality • Readability • Don’t Repeat Yourself • Optimizations • Code Review STEP 5 - SELECT TECHNOLOGY NATIONAL ASSOCIATION OF MUTUAL INSURANCE COMPANIES
  41. 41. [ 41 ] A. User Experience (UX) B. Progressive Investment C. User Interface (UI) STEP 6 - DESIGN PROTOTYPES NATIONAL ASSOCIATION OF MUTUAL INSURANCE COMPANIES
  42. 42. [ 42 ] - A - User Experience • User Intent • Graph User Path • Navigation Maps • Clear Feedback STEP 6 – DESIGN PROTOTYPES NATIONAL ASSOCIATION OF MUTUAL INSURANCE COMPANIES
  43. 43. [ 43 ] - B - Progressive Investment • Flow Charts • Low Fi Wireframes • Hi Fi Wireframes • Screen Design • Interactive Screens • Server Connections STEP 6 – DESIGN PROTOTYPES NATIONAL ASSOCIATION OF MUTUAL INSURANCE COMPANIES
  44. 44. [ 44 ] - C - User Interface • Graphic Style • Brand Voice • Design Principles • Usability Rules • Anti-patterns • Frameworks (Element UI) STEP 6 – DESIGN PROTOTYPES NATIONAL ASSOCIATION OF MUTUAL INSURANCE COMPANIES
  45. 45. [ 45 ] • Developer Focus • Technology Layers • Quality Assurance STEP 7 - BUILD APP NATIONAL ASSOCIATION OF MUTUAL INSURANCE COMPANIES
  46. 46. [ 46 ] - A - Developer Focus • Deep Work • Cost of Context Switches • Fixed Scope • Collaboration STEP 7 - BUILD APP NATIONAL ASSOCIATION OF MUTUAL INSURANCE COMPANIES
  47. 47. [ 47 ] - B - Technology Layers • Code Repository • Deployed App • Server • Database • Service Integrations • System of Record • Testing Architecture • Deployment Architecture STEP 7 - BUILD APP NATIONAL ASSOCIATION OF MUTUAL INSURANCE COMPANIES
  48. 48. [ 48 ] - C - Quality Assurance • Unit Tests • Integration Tests • Data Fixtures • Automatic Test Runners • Manual Testing • Staging and Limited Releases STEP 7 - BUILD APP NATIONAL ASSOCIATION OF MUTUAL INSURANCE COMPANIES
  49. 49. [ 49 ] • Analytics • Issue Management • Feedback STEP 8 - MEASURE SUCCESS NATIONAL ASSOCIATION OF MUTUAL INSURANCE COMPANIES
  50. 50. [ 50 ] - A - Analytics • Click Tracking • Time Spent per Page • User Path • Performance Monitoring • Error Logs STEP 8 - MEASURE SUCCESS NATIONAL ASSOCIATION OF MUTUAL INSURANCE COMPANIES
  51. 51. [ 51 ] - B - Issue Management • Support channel • Issue Trackers (Zendesk) • Service Levels • Satisfaction (Net Promoter Score) STEP 8 - MEASURE SUCCESS NATIONAL ASSOCIATION OF MUTUAL INSURANCE COMPANIES
  52. 52. [ 52 ] - C - Feedback • Rankings • Focus Groups • Usability Studies • Feedback Loops STEP 8 - MEASURE SUCCESS NATIONAL ASSOCIATION OF MUTUAL INSURANCE COMPANIES
  53. 53. [ 53 ] • Discoverability • Marketing • Incentives STEP 9 - GROW ADOPTION NATIONAL ASSOCIATION OF MUTUAL INSURANCE COMPANIES
  54. 54. [ 54 ] - A - Discoverability • App Store Ranking • Search Engine Optimization • Naming, Iconography, Branding STEP 9 - GROW ADOPTION NATIONAL ASSOCIATION OF MUTUAL INSURANCE COMPANIES
  55. 55. [ 55 ] - B - Marketing • Targeted Campaign • Branding and Voicing • Digital (Web, Social, Email) • Traditional (Agent Meetings) • Embedded in Deliverables STEP 9 - GROW ADOPTION NATIONAL ASSOCIATION OF MUTUAL INSURANCE COMPANIES
  56. 56. [ 56 ] - C - Incentives • New Capabilities • Discounted Rates • Special Product Offers STEP 9 - GROW ADOPTION NATIONAL ASSOCIATION OF MUTUAL INSURANCE COMPANIES
  57. 57. [ 57 ] 1. Define Purpose 2. Assemble Team 3. Draft Requirements 4. Establish Process 5. Select Technology 6. Design Prototypes 7. Build App 8. Measure Success 9. Grow Adoption DEVELOPMENT STEPS NATIONAL ASSOCIATION OF MUTUAL INSURANCE COMPANIES
  58. 58. [ 58 ] CONTACT INFORMATION Phil Reynolds NATIONAL ASSOCIATION OF MUTUAL INSURANCE COMPANIES Email: phil@britecore.com Phone: 417-299-1119 Website: www.britecore.com

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