Config Migration Tool
B2B Tool for Faster Cloud Deployments
Config Migration Tool : B2B Tool for Faster Cloud Deployments
This project is intended to give an overview of onboarding teardown for driving growth of this tool given the ICPs defined.
Background about the tool :
At present, Internal Functional Consultants as well as External Third Party Consultants are not aware of the configuration migration process. Improper configuration migration steps lead to delayed production deployments with inaccurate configurations. As a result, Clients lose trust and confidence in HighRadius products. The impact of improper production config migration ultimately gets reflected in our NPS score.
An automated and accurate process to move the configuration data from the UAT to the Production environment is important to:
- Prevent delays
- Avoid inaccurate configs
- Ensure Clients’ trust
Chapter 1 : Defining ICPs
ICP 1 : Highradius Functional Consultant
ICP Name | Highradius Functional Consultant |
Title | Associate Functional Consultant/Consultant |
Age | 22-25 Years Old |
Education Level | Graduate with less than 2 years of experience |
Key Responsibilities | Complete all assigned projects within defined time frame with quality and ensuring customer gets the desired value from implementation |
Organizational Goals | Faster Cloud deployment in 30-40% less time than current methods |
Role Priorities | Bottom of the Funnel |
Role in Decision Making | Influencer |
Tech-Savviness | 9/10 |
Motivation | Project level bonuses/payouts driven by quality of implementation |
Time vs Money | Time |
Reporting Structure | Reports to Consulting Director/Program Manager |
Preferred Channels | Face-to-face,Emails,VOIP Calls |
Products used in workplace | G-Chat, Zoom, Jira, G-sheets, G-Doc, G-Slides |
Where do they spend time | Client Calls, Projects WBR, Internal Training Sessions with Peers, Validation of Configurations done during UAT phase |
What are they hiring the product for ? | Work on multiple projects at same time hence need faster, cheaper and quicker way to deploy configs in production from UAT |
How are they trying to solve the problem today ? | It is divided into 3 categories :50% consultants are not aware of the product hence manually doing the deployments30% consultants use the product but require on-call support by tech team to complete it per project.20% consultants are able to do it themselves. Majority is experienced ones. |
ICP 2 : External Consultant from Third Party Firms e.g. GenPact, Deloitte, EY,Pwc
ICP Name | External Business Consultant |
Title | Digital Transformation Consultant |
Age | 22-30 Years Old |
Education Level | Graduates with less than 2 years experience |
Key Responsibilities | Complete all assigned projects within defined time frame with quality and ensuring customer gets the desired value from implementation |
Organizational Goals | Close 25% more projects in Q1 2024 taking benchmark of #projects Closed in Q4 2023 |
Role Priorities | Top of the funnel |
Role in Decision Making | Influencer |
Tech-Savviness | 8/10 |
Motivation | Project level bonuses/payouts driven by quality of implementation |
Reporting Structure | Reports to Segment Head |
Time vs Money | Time |
Preferred Channels | Face-to-face,Emails,VOIP Calls |
Products used in workplace | Zoom, Microsoft Teams, G-mail, MS Office, VOIP |
Where do they spend time | Client Calls, Projects implementation,Coordination with team on other parallel projects, Talking to product Owners like Highradius |
What are they hiring the product for ? | Work on multiple projects at same time hence need faster, cheaper and quicker way to deploy configs in production from UAT system |
How are they trying to solve the problem today ? | Process is completely manual or done by Highradius consultants assisting them parallely on the project |
Chapter 2 : User Goals (JTBD)
ICP | Functional Goals | Financial Goals | Major Concerns |
Highradius Functional Consultant | Require Faster, Cheaper way to deploy product in Production from UAT | Achieve Quarterly implementation targets and get performance linked incentives | Current config migration process is error prone with little to no guidance |
External Consultant from Third Party Firms e.g. GenPact | Require Faster, Cheaper way to deploy product in Production from UAT | Achieve Quarterly implementation targets and get performance linked incentives | Current process is completely manualOver reliance on Highradius team to deploy configurations to production system from UAT |
Chapter 3 : Onboarding Teardown
Summary
What Went Well
- Simple few click driven config migration process which can be executed independently
- Guided actionable insights in case of errors help consultants run independently instead of depending on tech team
What didn’t work well
- Home Page could have limited tabs and actions to make user journey more focussed
- Some of the field labels across different dialogues could have been explained using an info message that helps first time users better understand what are they doing and why
How else can they approach this
- This Config Migration Journey can be simplified even further by just asking for a few details like client name and type of migration - Cross-sell, Up-sell etc, products involved.
- Rest of the details could be intelligently figured out by the application internally by integrating with the actual UAT account and analyzing the audit logs and then comparing it with production instances to really understand what needs to be migrated.
Chapter 4 : Defining Activation
Hypothesis 1: Consultants who have completed at least one project in first 7 days post sign in
Reasoning: Consultants who have completed migration of configs for at least 1 project within 7 days are likely to come back and reuse it for next set of projects
Hypothesis 2: Consultants who have spent 1 hr/project on an average within the tool and successfully completed migration of 2 projects
Reasoning: Consultants who are able to complete the migration within an hr is more likely to experience value faster compared to other users thereby chances of retention is higher for these consultants
Hypothesis 3: Consultants who have completed >5 project implementations within a month and across various use cases namely cross-sell, up-sell, Net New
Reasoning: These consultants are the most retained users of the tool given the fact that they have experienced the value at least 5 times within first month and across various use cases supported by the tool
Hypothesis 4: Consultants raising Zero tickets in Jira and used the tool at least 5 times in less than a month
Reasoning: This will be indicator of how well the tool is functioning for the consultants given the fact that no queries being raised in Jira board in last 1 month by users who have used the tool
Hypothesis 5: #Projects used Config Migration tool which went live in Q4 2023 vs Q1 2024
Reasoning: This will be leading indicator for adoption of the tool in consulting fraternity and will pave the way for driving increased retention
Chapter 5 : Activation Metrics
Quantitative
#Avg Time Taken for projects went live in Q1 2024 using config migration tool
Features seen success rate > 90% in last 1 quarter during config migration using tool
Features seen success rate < 20% in last 1 quarter during config migration using tool
Top Errors contributing > 50% failures in last 1 quarter during config migration using tool
Qualitative
Manual Form based Surveys with Internal and External Consultants
Functional Consultant Interviews post Q1 2024 on how well the tool being adopted
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