Professional Documents
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Gen-Mth-111 Customer Journey - External
Gen-Mth-111 Customer Journey - External
Gen-Mth-111 Customer Journey - External
Customer Journey
1
Agenda
Customer Journey
01 Executive Summary
02 Our Iterative Approach
03 Customer Journey
04 Committed to Success
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01
Executive
Summary
3
What is Customer Journey?
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5 Key Stages
PARTNERSHIP
► Partnership establishes the relationships with our Customers,
System Integrator Partners (SI Partners) and other partners to
offer and deliver services. Duck Creek Subject Matter Experts
(SMEs) determine if Duck Creek products and services are a fit.
SERVICE
SERVICE INTRODUCTION IMPLEMENTATION
INTRODUCTION
► Service Introduction is the initial engagement from the Duck
Creek OnDemand team with the Customer and SI Partner.
Emphasis is placed on the planning required to hit key
milestones and accomplish overall Program objectives.
IMPLEMENTATION
► Implementation is the core of the Duck Creek project. Through PARTNERSHIP
planning, analyze, design, build, and test Duck Creek delivers
the solution for a successful Go-Live.
PROGRAM AND PROJECT MANAGEMENT
► Program and Project Management encompasses the activities
required to ensure that a project’s objectives are met
according to Customer expectations. PROGRAM AND SUPPORT
SUPPORT PROJECT MANAGEMENT
► The health and stability of Duck Creek Technologies
applications is imperative to success. Duck Creek OnDemand
provides monitoring services and facilitates product updates.
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Customer Journey
REINSURANCE MANAGEMENT
Obtains early feedback from sponsoring organization(s); engaging
DISTRIBUTION MANAGEMENT
throughout the process
POLICY
Learns from early iterations; develops a more robust product DUCK CREEK PLATFORM
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Duck Creek’s Approach to Iterative Development
250+ packages in Content Exchange
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Customer Experience
Ensuring a World-Class Experience Across the Customer Journey
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Accelerating Delivery
Create Standardization
Standardize the requirements collection and development
approach using pre-filled requirement templates and wizards
Improve Quality
Monitor quality with the Health Dashboard to delivery quality
solutions SUBJECT
MATTER
EXPERTS
Improve Efficiency
Use a consistent disciplined process framework to provide
early access results in a working product that is progressively
more complete with each iteration
QUALITY EFFICIENCY
Grow Subject Matter Experts
Powering people to shape the future of insurance
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02
Our Iterative
Approach
10
Iterative Development (Overview)
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Iterative Development (Lifecycle)
Create the delivery plan in Plan by identifying the scope of each iteration, the number of iterations to cover the scope of the project,
incorporate constraints in the release plan and develop exit criteria for each iteration to validate whether the iteration scope has been
satisfied.
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03
Customer
Journey
13
Customer Journey
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Customer Journey
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Customer Journey
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Customer Journey
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Customer Journey
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Customer Journey
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Customer Journey
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Customer Journey
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Customer Journey
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Customer Journey
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Customer Journey
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Customer Journey
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Customer Journey
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Customer Journey
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Customer Journey
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PARTNERSHIP
Sales
The Sales team leads prospects in considering Duck
Creek’s end-to-end P&C insurance capabilities and
positions Duck Creek as the preferred
solution provider.
CONF IRM
Conduct Create Transition
Conduct
Discovery Proof of Sales
Workshop
Meeting Concept Deliverables
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PARTNERSHIP
Solution
The purpose of solution planning is to define the
solution and delivery approach that Duck Creek and
our SI Partners will provide to Customers. This
includes confirming scope, assessing capabilities
and constraints, creating a set of assumptions,
defining the solution strategy, and defining the Confirm Scope
delivery approach within the Solution Plan.
CONF IRM
Estimate Perform
Identify Implementation Create Deliver
Proposed Solution
Strategy Solution Plan Proposal
Solution Review
Identify Risks
and Assumptions
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PARTNERSHIP
Contracting
The Contract activity creates the legal contracts
under which all Services work must be performed.
This activity creates the official legal documentation
between the Customer, Duck Creek, and SI Partners
based on the services being provided.
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PARTNERSHIP
► The aim of PEaaS is to provide better business value for the organization by discovering potential issues ► Reporting
early in the development cycle. The cost of fixing a bug increases in orders of magnitude as you move down
the line from the design phase to production.
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PARTNERSHIP
Delivery Assurance
The Duck Creek Delivery Assurance team performs Inception
Conformance Reviews. The purpose of a
Conformance Review is to identify risks during the Program Increment 1
Conformance
implementation to allow time for mitigation before Kickoff – Focus on Program Increment 2
products move into production. Our goal is to Solution Blueprint
Full DA +
reduce the total cost of ownership of our product to Program
Auto Tools Increment 3
the Customer. Full DA +
(Focus on Sprint
Auto Tools
Scope) Full DA + Go
(Focus on Sprint Live
Auto Tools
Scope)
(Focus on Sprint
Scope)
Go-Live Readiness
Checkpoint
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SERVICE
CONSIDERATIONS
► The OnDemand team will engage the Customer within the first month after signed contract.
► The Customer and SI Partner are responsible for setting up Azure DevOps for Dev/QA Domain
environments. The license is part of OnDemand contract, and assistance from the SaaS Technical Architect
is available upon request.
► OnDemand resources are not dedicated to a specific Customer; the operational model is a shared service.
The SI Partner is to stay in sync with the OnDemand team when planning environments, releases, testing,
integrations, error handling, incident management, reporting base defects, monitoring requirements,
conversion best practices, etc.
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SERVICE
Onboarding INTRODUCTION
The Service Introduction Team will provide an • Deliver SaaS Onboarding Overview
overview of the SaaS offerings to the Customer and • Provide high level overview of concepts/considerations for each of the areas that
SI Partner in the Onboarding Activity. Multiple will require thoughtful planning (Env Mgt, Incident Mgt, Monitoring, etc.)
sessions are held to provide a high-level overview of Onboarding • Introduce next steps/tasks for the Customer/SI Partner to prepare for
concepts and considerations for each of the areas subsequent deep dive sessions
that require planning. A timeline will be defined, • Map out deep dive sessions to prepare for operational readiness
and an integrated project plan will be reviewed to
• Initial sessions will focus on the key dependencies of the Customer/SI Partner
ensure that all planned activities and dependencies and SaaS team. Best practices include using an integrated project plan to
are outlined to avoid risk and missed expectations. ensure that all planned activities and dependencies are outlined to avoid risk
and missed expectations.
• Engage SME from each of the SaaS Operational areas as needed
• The order of approach for onboarding has been established in a manner that
builds the knowledge base for the client teams at the right time.
• Define optimal timeline for delivery (immediate, just-in-time, etc.)
• Provide Customer with reference documentation on DCOD process
CONSIDERATIONS
► Provides an overview of concepts and considerations for key areas that require thoughtful planning, such
as Environment Management, Incident Management and Monitoring.
► Sets expectations and prerequisites on next steps or tasks for each area so the Customer and SI Partner will
be prepared for deep dive sessions.
► Ensures optimal timelines for delivery and provides Customers with reference documentation outlining
OnDemand processes.
► Initial sessions will focus on the key dependencies of the Customer, SI Partner and OnDemand team as a
way of preparing for Operational Readiness. Best practices include using an integrated project plan to
ensure that all planned activities and dependencies are accounted for.
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SERVICE
CONSIDERATIONS
► Migrating to the OnDemand platform involves a certain level of “transformation” related to a Customer’s
support operations.
► Plans should be put in place for operational processes for automated release management, incident
management (including triage) and upgrades, and these should be aligned with all SaaS Ops processes.
► Staff should be familiar with standard operating procedures, know when and how to escalate, and what
tools are available to facilitate the process.
► Clearly defined entry and exit gates for each phase of the project should be established and met.
► Each step plays a crucial role in ensuring the readiness of the implementation to be released to Production
and ultimately exposed to business users.
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SERVICE
Cut-Over INTRODUCTION
CONSIDERATIONS
► All parties must agree that Operational Readiness has been achieved and all phase gates have been met
prior to the cut-over.
► Ensure that change control procedures are well defined for both planned and unplanned occurrences.
► Check and recheck all the phase gates, verify that all phases have been signed off as successfully
completed, and execute the plan.
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IMPLEMENTATION
Knowledge Transition
The Knowledge Transition activity is the first to be
performed in the Plan stage once a partnership has
been established between the Customer, Duck
Creek, SI Partner, and any other involved parties.
The purpose of this activity is to communicate the
results of the initial estimate, any requirements that
were identified as part of a Solution Plan, and
CONF IRM
Transition
ensure the receiving team’s understanding of them. Schedule Review to
After a sale is complete, the Solution Architect will Meetings Documents Solution
assist in transitioning the materials and account Blueprinting
knowledge to the implementing project team.
CONSIDERATIONS
► The Service Manager, Service Introduction Team, Solution Architect, Opportunity Lead, and
Implementation Team leads are required for knowledge transition.
► Implementation Team leads should review documents and demonstrations yielded from initial meetings as
preparation for knowledge transfer.
► Participants from the implementation team should document questions and observations requiring
confirmation.
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IMPLEMENTATION
Solution Blueprinting
Solution Blueprinting is the process used to
document the specific components necessary to
estimate, design and build the solution. The
Solution Blueprint defines and organizes the
solution components into logical groups and
identifies the relationships between components. It
addresses the key decision points for the
CONF IRM
Prepare
architecture and provides a "to be" picture of the Conduct Create Obtain Transition to
For
technical architecture. Scoping Blueprint Stakeholder Project
Scoping
Meeting Documentation Approval Planning
Meeting
► Identifies business considerations, technical considerations, inheritance models outlined for products being ► Solution Blueprint
implemented, and the associated complexity for each item.
► Defines the impact of the new application to the business organization and ensures users are adequately
prepared to support new business processes.
► Addresses application maintenance and clarifies the responsibility for providing post-implementation
support.
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IMPLEMENTATION
Project Planning
Project Planning sets the foundation for a project by
defining how the project will meet the objectives
laid out in the SoW. This activity includes confirming
project deliverables, setting up the project schedule,
establishing the project governance structure, and
procuring the project resources.
Create Define
CONF IRM
Adequate lead to time is included to ensure Management Plan Confirm Project Conduct
environments are in place before they are needed. Review Go-Live Metrics Project
Artifacts Create Date and Kickoff
Depending on the duration of the project, Platform Project Plan
Upgrades and Template Updates will need to be Deliverables
incorporated into the project timeline.
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IMPLEMENTATION
Discovery
Projects and contracts are structured differently. A
Discovery stage may be split out into its own
statement of work (SoW), or similar activities can be
folded into an implementation contract as Solution
Blueprinting deliverables. The Discovery activity
includes the discovery, planning and education
activities needed in order to gather more detailed Create
CONF IRM
Report Status Transition
requirements, determine the scope of work, and Knowledge Project
Solution Blueprint
provide a more detailed estimate. This is an to
Transition Planning Create Analyze
opportunity for the Customer, Duck Creek teams Update Estimates
Proof of Concept
and SI Partner to better understand the overall
project by discussing the underlying drivers for the
desired solution.
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IMPLEMENTATION
Analyze
Define future business processes, identify
application (product) requirements, perform a
fit/gap analysis of the packaged software, and
identify inventories of the reports, interfaces,
conversions, extensions, forms and workflows. Document Business
Create the system’s integration conceptual design, Processes
create the test approaches and start developing
CONF IRM
Conduct Document Transition
test conditions and expected results. Peer Obtain
Requirements Requirements Analyze
Functional and non-functional requirements are Review Sign Off
Meeting Assess Fit Gaps Deliverables
normally defined in an iterative fashion. The order
could be based on team size and capacity. Multiple Confirm
teams could work on multiple functional areas in Technical Requirements
parallel.
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IMPLEMENTATION
Design
The Design activity begins once a related set of
Analyze activities has been completed. This activity
results in a technical roadmap of how to achieve
the packaged software configuration and how to
Design Application Configuration
create any customizations required. This is driven
by the approved business process design and Design and Validate Prototype
CONF IRM
application requirements that have been officially Design Additional Components Obtain Transition
Peer Review
signed off by the Customer. Create configuration, Design Integration Components Sign Off Design
mapping, and other technical designs to fill the Design Conversion Components
gaps between the packaged software and the
Design Technical Architecture
required functionality.
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IMPLEMENTATION
Build
Configuration of the packaged software in
accordance with requirements and design
documents occurs during the Build activity.
Configured components and integrations are unit
tested as completed.
Prepare Configure
Development Environment Applications
CONF IRM
Build Code Build Code Transition
Configuration Repository Integration Components Review Build
Prepare
Perform Unit Test
Validation Environments
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IMPLEMENTATION
Test
Testing is an essential part of the software
development life cycle. It is a structured way of
validating that requirements and specifications are Prepare
Prepare Prepare
CONF IRM
CONF IRM
CONF IRM
properly implemented in a solution and proves if a Transition Transition and Transition
and and
solution meets a Customer’s functional, technical, Assembly- Product- Execute Acceptance-
Execute Execute
operational, and maintenance expectations. Tested Tested User Tested
Assembly Product
Testing is a critical means for reducing software Application Application Acceptance Application
Test Test
delivery risks. This stage is a compilation of Test
Assembly Test, Product Test, and User Acceptance
Test (UAT) activities. Each activity has core tasks
that must be completed, and they are Plan Test, Assembly (ITERATIVE): ensure components Performance: ensure the application
Execute Test, and Transition. work correctly when integrated into a complete meets the performance-related metrics
application
UAT: ensure the application meets
Product: ensure each application meets the stakeholder expectations.
product requirements and that all applications
work together
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IMPLEMENTATION
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PROGRAM
CONF IRM
taking corrective actions necessary to ensure that Communicate
Implement Monitor
the project is within scope, on budget and meets To
The Plan Project
the specified deadlines. Project Monitoring is an Stakeholders
activity that is performed throughout all project
stages.
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SUPPOR
Monitoring T
Platform Monitoring
Infrastructure Monitoring
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SUPPORT
Platform Upgrades
Duck Creek Engineering produces new versions of
the products that can be delivered as a solution to
Customers. Products are required to be upgraded
to newer versions on a defined schedule as a part of
the Software as a Service (SaaS) offering. It is likely Analysis Test
that new product versions will be released during
project implementation, so project schedules Duck Creek Carrier
should include dates and tasks for upgrade Execute
Align Teams Confirm Scope Upgrade Acceptance
preparation and execution. Once the system is in Upgrade
Validation Testing
production, the Duck Creek OnDemand Upgrade
team, which may include a SI Partner, will lead the Planning Carrier
upgrade effort with the support of the Customer’s & Upgrade Certificatio
upgrade team. Initiation n Testing
► The Upgrade team will execute initial testing of the platform upgrade after it has been implemented, but ► Test Plan
the Customer and Customer’s upgrade team are also responsible for regression testing configurations and
customizations as a prerequisite for production deployment.
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SUPPORT
Templates Updates
Duck Creek Engineering produces new versions of
the insurance product templates used as the basis
for many commercial lines products. Customers are
expected to evaluate the release notes for each
template version from a functional and regulatory
perspective to determine if updating to the new
templates version is needed for the current
insurance products in production. Client Customizations Preserved
Circulars Updated
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SUPPORT
Incident Management
Duck Creek Technologies uses the Salesforce
ticketing system to manage Incidents and Requests
across all customers. Many Customers have their
own internal ticketing system, which they will
continue to use for integration incidents, legacy
system incidents, and other incidents.
Customer Incident Automated Incident
Reporting 24x7 Detection
(Online, Email, Phone) (Continuous Monitoring)
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SUPPORT
Service Center
The Service Center team was established to assist
and supplement the Service Managers in being
responsive to the Customer. To keep responsiveness
on the forefront, the Service Center team is always
driving to identify process improvements, create
new and effective workflows, and build automations
to help enable Service Managers and other internal
teams that interact with the Service Managers.
Defect License Requests OnDemand Case Out of Sync Cases Low Volume
Prioritization Maintenance Client Base
Support
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04
Committed to
Success
53
The new
standard is here,
Made on Duck Creek.
Low-code Platform
P&C Applications
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Thank You
55