WEB ANALYSIS Dr.

Tuan Truong
Danang, 2022
CONTENT
Customer profile and CJM
Requirement analysis
Modeling business system
Process mapping
CUSTOMER PROFILE
CUSTOMER JOURNEY MAPS
a visual representation of a customer’s experience with your business. For example:
making a purchase, signing up for a newsletter or joining a loyalty program
outlines key events, customer motivations, and areas of friction within their
experience
often based on a timeline of events, visualizes the current process customers take,
from the first to final touchpoint (A display ad, an interaction with an employee, a
404 error…)
CUSTOMER JOURNEY MAP
 CJM
Go to
mural.co/genial.ly ,
create a customer
experience journey map
for your group project
 WHAT NEED TO BE
CONSIDERED?
How do you come up with what need to have/build in
the web?
WHAT IS A REQUIREMENT?
A statement of
 One thing the system must do (functional requirements), or
 One characteristic the system must have (nonfunctional requirements)

Business requirements – from the user’s perspective

Systems requirements – from the designer’s perspective
 BUSINESS REQUIREMENTS VS
SYSTEM REQUIREMENTS
Business requirements System requirements
Business Requirements:
- Increase sales revenue by - The system must support a
- focus on the needs and objectives of the 20% within the next fiscal minimum of 1000 concurrent
organization. year. users during peak hours.
- what the business aims to achieve with the system - Improve customer - Response time for user
and why it is necessary. satisfaction scores by reducing actions should be under 2
response time to inquiries by seconds.
- often expressed in non-technical language and are
derived from the business processes and goals. 50%. - The database must be able to
- Streamline inventory store at least 1 million records
System Requirements: management processes to and perform queries efficiently.
- detail the functionalities and constraints of the minimize stockouts and - The system should be
system to be developed. overstock situations. compatible with popular web
- Ensure compliance with browsers such as Chrome,
- translate business requirements into technical regulatory standards such as Firefox, and Safari.
specifications that guide the design, development, GDPR or HIPAA. - Data backups must be
and testing phases.
- Enhance brand visibility and performed daily and stored
- more specific and detailed compared to business engagement through the securely on off-site servers.
requirements. development of a mobile
application.
SYSTEM REQUIREMENTS
New system capabilities and constraints that the new system must
meet
Functional requirements
 Activities system must perform
 Based on procedures and business functions
 Documented in analysis models

Nonfunctional requirements
 Technical environment or performance objectives
 Usability, reliability, and security requirements
 EXAMPLES OF
REQUIREMENTS
Functional requirements:
• When a customer rents videos by providing their video rental card and the videocassettes they are renting, the
system calculates the amount due from the customer (including late fees), record receipt of the amount, print a
customer receipt, and make a record of each item rented.
• If the customer has outstanding late fees, they are not permitted to rent another video until the late fees are paid.
Nonfunctional requirements:
• User training for video store clerks must not exceed 30 minutes.
• Average time to complete a customer application process must not exceed 10 minutes.
• The XYZ company logo must appear in the upper right corner of each screen.
TYPES OF NON-FUNCTIONAL
REQUIREMENTS
Technical requirements
 E.g., hardware, software, data management

Performance requirements
 E.g., speed, capacity

Usability requirements
 E.g. easy to learn, effective to use, enjoyable experience

Reliability requirements
 E.g., error rate, error prevention, detection, and recovery

Security and privacy requirements

 E.g., access control, network security, personal data management, etc.
WHAT YOU CAN DO WITH THESE
FORMS?

Can you
transform
these forms
into system
requirements
?
HOW ABOUT
THIS FORM?

Are the process/functions need

to build in all the forms and
documentation from business
operations?
BUSINESS
REQUIREMENT
DOCUMENT
BUSINESS
REQUIREMENTS
VS FUNCTIONAL
REQUIREMENTS
 FUNCTIONAL
SPECIFICATION
DOCUMENTS
Depending on the project and the team, a functional specification could
include:

 Project scope -- the goals, features, tasks, deliverables, costs and

deadlines of the project.

 Risks and assumptions -- the considerations that could affect the

functional design of the product.

 Product overview -- the explanation of how the application will solve a

specific problem for the target audience.

 Use cases -- the functional requirements are placed in the context of a

user action. This shows what happens from the user perspective.

 Requirements -- essential features of the product that explain what it

does.

 Configuration -- steps needed to configure a product, such as user

account setup.

 Non-functional requirements -- the non-essential features that aren’t at

the core of the product.

 Error reporting -- an explanation of how the product will handle errors or

exceptions.

Read more
 MODELING BUSINESS
PROCESS AND SYSTEM
SYSTEM
MODELING
Modeling events
 Use cases
 Event tables…

Modeling data:
 ERD,
 Data dictionary…

Modeling process:
 DFD
 USE CASE
MODELING
EVENTS, ACTIVITIES, AND
USE CASES

Use Case Techniques for identifying use cases

An activity the system performs in response to a
user request
Identify user goals
• Each goal at the elementary business process
(EBP) level is a use case
• EBP – a task performed by one user, in one
place in response to a business event, that adds
measurable business value, and leaves system
and data in consistent state (e.g., create new
order)
Event decomposition technique (how the system
responds)
EVENTS, ACTIVITIES, AND
USE CASES
Use Case
 An activity the system performs in response to a user request

Techniques for identifying use cases

 Identify user goals
 Each goal at the elementary business process (EBP) level is a use case
 EBP – a task performed by one user, in one place in response to a business
event, that adds measurable business value, and leaves system and data in
consistent state (e.g., create new order)
 Event decomposition technique (how the system responds)
USE CASE MODELING
Part of the unified modeling language (UML)
Describes what a system does without describing how the
system works
A view of the system requirements
Analyst works with business experts to develop requirements
USE CASE DIAGRAM
Actor
 Refers to a particular role of a user of the system
 Similar to external entities; they exist outside of the system
Use case symbols
 An oval indicating the task of the use case
Connecting lines
 Arrows and lines used to diagram behavioral relationships
ACTOR
Divided into two groups
 Primary actors:
 Supply data or receive information from the system
 Provide details on what the use case should do
 Supporting actors:
 Help to keep the system running or provide help
 The people who run the help desk, the analysts,
programmers, and so on
A USE CASE ALWAYS
PROVIDES THREE THINGS
An actor that initiates an event
The event that triggers a use case
The use case that performs the actions triggered by the event
USE CASE RELATIONS
Behavioral relationships
 Communicates
 Used to connect an actor to a use case
 Includes
 Describes the situation in which a use case contains behavior that
is common to more than one use case
 Extends
 Describes the situation in which one use case possesses the
behavior that allows the new case to handle a variation or
exception from the basic use case
 Generalizes
 Implies that one thing is more typical than the other thing
FOUR TYPES OF BEHAVIORAL
RELATIONSHIPS AND THE LINES USED
TO DIAGRAM
ACTORS, USE CASES, AND RELATIONSHIPS
FOR A STUDENT ENROLLMENT EXAMPLE
BUSINESS USE CASE MODELING
Business use case reference
IDENTIFYING USE CASES
BASED ON USER GOALS
EVENT ANALYSIS
 External
• Outside system, initiated by external agent
• To identify external events, first identify all external agents
that might want something from the system (e.g.,
customer)
Temporal
TYPES OF • Occur as result of reaching a point in time; no external
agent is making demands of the system

EVENTS • Based on system deadlines (e.g., produce daily production

schedule)
State
• Something inside system triggers processing need
• e.g., inventory drops below a reorder point; time to
reorder
• Can be similar to temporal events, except the point in time
cannot be defined.
 EVENTS
AFFECTING
A CHARGE
ACCOUNT
PROCESSING
SYSTEM
THAT LEAD
TO USE
CASES
EXTERNAL EVENT CHECKLIST
TEMPORAL EVENT
CHECKLIST
IDENTIFYING
EVENTS
Can be difficult to determine

Often confused with conditions and responses

May be useful to trace a transaction’s life cycle

Certain events left to design phase

 System controls to protect system integrity: security and
privacy issues such as access control, integrity check

 Perfect technology assumption defers events: assumes that

system never crashes, never makes any errors
 SEQUENCE
OF ACTIONS
THAT LEAD
UP TO ONLY
ONE EVENT
AFFECTING
THE SYSTEM
SEQUENCE OF “TRANSACTIONS”
FOR ONE SPECIFIC CUSTOMER
RESULTING IN MANY EVENTS
 An event table is used to
create a data flow diagram by
analyzing each event and the
data used and produced by the
event
Every row in an event table
represents a data flow
diagram fragment and is used
to create a single process on a
data flow diagram

EVENT TABLES
INFORMATION ABOUT EACH
EVENT/USECASE IN AN EVENT TABLE
EXAMPLE
OF EVENT
TABLE
AN EVENT TABLE FOR AN INTERNET
STOREFRONT
Event
Customer logs on
Source
Customer
Trigger
Customer
number and
Activity
Find customer record and verify
password.
Response
Welcome
web page
Destination
Customer

password Send Welcome web page

Customer Customer Item information Find item price and quantity available. Item Customer
browses items Send Item Response web page. Response
at Web storefront web page

Customer places Customer Item purchase Store data on Order Detail Record. Items Customer
item into shopping (item number Calculate shipping cost using shipping Purchased
basket at Web and quantity) tables. Update customer total. Update web page
storefront item quantity on hand.

Customer Customer Clicks “Check Display Customer Verification Blank

checks out Out” button on Order web page. web page
web page
Obtain customer Customer Credit card Verify credit card amount with credit Credit card Credit card
Payment information card company. Send. data company
Customer Customer
feedback
Send customer Blank Temporal, Send customer an email confirming Blank Customer
email hourly shipment.
PROCESS MAPPING
PROCESS MAPPING
Process mapping is a
technique used to visually
map out workflows and
processes. It involves
creating a process map, also
referred to as a flowchart,
process flowchart, or
workflow diagram
PROCESS MAPPING
Types of process mapping
EXAMPLE OF FLOWCHART
WORKFLOW DIAGRAM
Types of workflow diagram
 PROCESS FLOW
provide a visual overview or workflow diagram of all the tasks and relationships involved in a process
is a sequential representation of a process and its components, including operations, timelines, people
involved, and resources needed.
EXAMPLE OF PROCESS MAPPING
WITH SWIMLANE
 STEP TO DEMONSTRATE
PROCESS FLOW
Define scope: answering two question (What should you
include and exclude? & Where do the boundaries of the
process begin and end?)
Define the primary process’s objective
Identify key inputs
Identify key outputs
Structure the operations needed
Assign responsibilities
Add control points
Go to mural.co, create a process flowchart
 IN-CLASS ASSIGNMENT
Gather as group project
Create a complete event table for group project
Connect and transform events into process flow
 IN-CLASS ASSIGNMENT –
ORGANIZING DATA
Identify and draw ERD for the group project (use information from the event
table)
 NEXT CLASS
Web criteria analysis topic presentation