In my previous posts I discussed the way Phase 2 develops a deep understanding of our clients’ needs. Once we discover the needs and can fluently speak in the language of measures of success, we create a technology implementation plan. In the next series of posts I’ll cover my philosophies around the process of implementing a custom software project, we call it a Software Bill of Rights, credit to Jeff Palermo for articulating it as such. It’s what every client should expect from us, or any software partner.

There are 5 Rights our clients can expect during the implementation cycle of a project with P2.  While the details of an implementation will change depending on the project and the team, these are the guiding principals.

1.  Clients have the right to working software, at regular intervals, throughout the implementation life cycle.

2.  Clients have the right to usable software.

3.  Clients have the right to clear, non-technical communication about the software being developed and the development process.

4.  Clients have the right to the best solution available.

5.  Clients have the right to be regularly involved in the software development process.

Let’s talk about Right #1: “Clients have the right to working software, at regular intervals, throughout the implementation life cycle.”  I’ll make this bold statement, it is impossible to create an effective, well designed piece of software on the first pass.  Iterations are necessary and great software can only be created through iterations of actually working code and interfaces.  To meet the ultimate vision, a development project requires that the end user get their hands on the software as early and as often as possible.

There are no practical amounts of upfront specifications that will allow a development team to get a software compenent correct the first time.  Clients will forget things they needed, developers will botch routings they shouldn’t have, etc.  This first Right in the Software Bill of Rights defines the essential need for the end user to have access to working components of a piece of software throughout the develoment process.  This creates a fundamental feedback loop between the client and the developer.  Feedback is absolutely necessary for both the client, as they will gain confidence in code they cannot see, and the developers, as they will be able to craft the solution based on user interaction.  It is always a bad idea to take a software spec, have developers go build from it for a month or two, then show the results to the client.

Feedback should happen at least once a week with real working components that the client can touch.  This means developers must be mindful of error handling, bugs and UI issues at all stages of development.  Usable software early in the cycle helps keep the software on the right track, meeting the client’s needs and expectations, as well as allowing a developer to implement creative concepts which are difficult to justify without the client seeing them actually work.

As with all rights, these involve a high level of responsibility; great software implementations require a commitment to this feedback loop from both the client and the developers.  Clients must be committed to the, often substantial, time to use and test the ever changing prototype, giving valuable feedback to the development team.  Developers must be committed to the process of creating incremental, usable pieces of software, which requires a constant committment to working components at all stages, consistent focus and a willingness make user feedback a primary value.

In the end this Right facilitates great, usable software and happy clients.

As I discussed in my previous post, when we start a project at Phase 2, we always start by looking at the people involved. We look at the different constituents, both internal and external to the organization, what each wants and needs as well as the current problems each face. After we understand what particular groups of people are looking for, we ask the tough but essential business question: If the goals are met and the problems are solved, how does it positively affect the organization’s bottom line and/or mission? What is the measurable success the business will see upon the successful implementation of the software system? This question is so essential to a successful software project it sends my stomach in knots when I think about how often it doesn’t even get discussed. It’s easy, especially for technologists, to fall to the temptation of justifying software just because it’s cool, it seems needed or someone else is using it. It is equally tempting for businesses to reject software recommendations because it seems too expensive, too new or because the benefits aren’t clear. Technologically impressive but ineffective software doesn’t make for good business partnerships but, neither does unimaginative software that misses opportunities for real innovation. In our information age, businesses large and small need great software partners to survive.

The only way to manage a great partnership is to create win/win situations, which is patently impossible if there is not a deep understanding of how each component in a software project will impact the bottom line success of an organization. Clear measures of success, or MOS, provide a common language between a business and their software development partner, help to justify innovation and facilitate long-term relationships by providing quantifiable return on investment.

Creating common language is often difficult between business partners, but is particularly challenging between businesses and their software partners. The intangible nature of software and the obscurity about how it’s created adds tremendous difficulty to the communication. Here’s a real life example: We developed an application for a directional drilling company that helps them manage their drilling process. During the life cycle of the project we discovered that a single job could have multiple drilling paths or tracks instead of just one. This seems like and easy fix, just add another track, but to make the change required substantial revisions to the software. Conversely, things that seem difficult are often easy. On a different project we were asked to add a seemingly complex calculation to a list of items. While this seemed complex to the client it was actually rather easy to implement. Similar situations happen on nearly every software project. In most cases the obscurity of how software works creates a large communication and understanding barrier between a business and its software partner. The common language of Measures Of Success is the key to overcoming this barrier. If we frame our above examples in the language of MOS it will look more like this: obscure software situation A will cost X dollars and benefit the organization in Y ways. That’s an easy decision of any businessperson to make.

The MOS language also allows software developers to justify key, high impact innovations. Smarter, faster, more usable, more elegant, etc. are usually expensive, often prohibitively so for many businesses. Software that is 85% of the way to what a business is looking for but 200% cheaper is normally good enough to go with. The problem is that most software developers are artists at heart; we are in the business to add new and innovative solutions to the world. Getting 85% of the way to an elegant solution is disheartening and all to often we are right to feel discouraged. While an 85% solution based on a budget may run the business just fine, that budget is more often then not, built without a technology imagination that envisions the impact of innovation. Great software partners live in a world shaped by the results of innovations, we are often first movers and adopters of technology that actually changes how we play, work, communicate and even think. 85% doesn’t change the world and we understand this intimately. Fluently speaking the language of MOS allows a developer to help a business owner imagine and then calculate the impact real, but perhaps seemingly expensive, innovations will have on his/her business. This gives software developers the opportunity to create real innovation for their clients.

Finally, speaking MOS brings the opportunity to strengthen the partnership by creating a structure which creates a clear picture of the return on investment of a software project or component. The quickest way for a relationship to turn sour is when one partner or the other perceives real or imagined inequity. A partnership with a software company deteriorates quickly when a project is near to or over budget and there was no clear expectation of the ROI for the project or the components. While 20% over budget on a highly valuable component of a project isn’t critical, that same 20% over budget on a feature that will have little impact on the business becomes a big problem. Without a clear statement about the return on investment of each component in a project it is impossible to make these critical decisions until it’s too late and the relationship is in trouble. Measurable success allows ROI to easily be defined before a line of code is written, making it clear how to prioritize a project.

Defining and fluently speaking the language of MOS is critical to a successful software project and in developing long-term partnerships between a business and a software development partner. It’s one of our required steps and has been a key to our success in the very difficult business of improving our clients’ businesses.

As you know the Kentucky Derby was last weekend, which means Phase 2 had another Pick ‘em challenge.  In this challenge the participants were required to select the top five finishers in the race in order.

There were several picking styles emplored by the participants.  Some looked at the odds and took the favorites.  Some picked based on how cute the jockey was.  We even had a couple people take the random number approach.

Unfortunately the game was somewhat tarnished and is under protest due to the favorite, I Want Revenge, withdrawing the morning of the race.  Protesters have been told to “cry more”.  To account for the scratch, anyone taking I Want Revenge had that horse dropped and for everyone else their last horse selected was dropped, making it a superfecta as opposed to a select five.

As it turns out, the suckers that just took the favorites got demolished since Friesan Fire came in next to last.  Many hopes and dreams were shattered by this horse.  Due to Mine That Bird’s spectacular upset that was only selected by the users of the random method, they tended to make out fairly well with one of them, Jacob, winning the event.

Jacob was awarded an atta boy and a pat on the back.  This definately helped him in the overall, moving him up to third place.  We’ll see if he can keep this winning streak going into the next golf event, the US Open.  He was middle of the pack in the Masters, so he will have an okay draft position.  It looks like Tim and Jason will be picking first and second which means they will probably be taking Tiger Woods, but you never know.

At Phase 2, our mission is to improve our client’s business through web based software. Here’s one example of how we have done this recently:

Drill Right Technology – Drill Right Technology is one of the top directional drilling companies in the region. Early in 2008 they identified a need to improve their business processes using technology tools across their drilling operations. Working closely with key personnel we created a software solution that would help them accomplish their goals and solve some nagging issues. Using a variety of cutting edge technologies including Microsoft’s Windows Presentation Foundation (WPF) framework, we built a world class software solution that :

• A top of the line User Interface and intuitive User Experience - Our excellent UI/UX team used the power of the WPF framework to craft a software experience unmatched in the Energy Industry.
• Synchronization of data from operations across various field locations to central data store - The ruggedness of the oil field does not provide the luxury of reliable internet connections, so we developed a partially connected desktop application that allows uninterrupted productivity with all the benefits of an online application when a connection is available.
• Advanced three dimensional drilling predictions – Drill Right needed their field operators to have access to the same advanced well path mapping capabilities as engineers using other costly software tools. By quickly understanding the complex three dimensional well path calculations our team was able to build in well path prediction software that allows field operators to react, in real time, to dynamics of a directional drilling operation.

Yukon Public Schools – Yukon Public Schools began the 2008- 2009 school year by rolling out their newly designed Web site. YPS came to Phase 2 with a set of goals that needed to be met by their Web presence. Not only should the site be a place to find the school phone numbers, but it should become a central hub of information for parents, students, faculty, and the community. To accomplish this, the site would have to be easily maintained with a content management system (CMS) but more importantly, feel organized and attractive. Using a number of solutions and tools within the CMS, we built a Website that:

• Provides clear & well organized navigation
• Is easily updated and maintained by administration and teachers, therefore, providing the Web site with fresh and relevant information at all times.
• Provides easy access to user specific groups such as parents, students, staff, and the community.
• Has an up-to-date attractive feel.

These are only two examples of recent projects where we’ve been able to help our clients improve their core business, in substantial ways, with well designed software.

Oklahoma is seeing a climb in unemployment rates. In January, Oklahoma rose to 5.6 percent. Many companies are struggling with the decision of staff reduction challenges. Outsourcing has become big news across the country because white-collar jobs in areas such as telecommunications and information technology are being outsourced every day. Anything that makes hiring an employee more expensive discourages job creation. To keep our economy going, we must create jobs. Outsourcing can be a tool to job creation.

For employers, outsourcing can be a cost effective way to keep their projects going and profits up without the hiring and training cost of new employees. There are many Oklahoma businesses that outsource their workforce to other organizations who already carry the overhead insurance and training costs.

Are you considering outsourcing? First, define the mission of your business. Put your internal resources on focusing on your core business. Then, consider outsourcing the other operations that are not as strategic. Next, look for someone who is an “expert” in their field. This allows you to turn over parts of your operation to an expert and allows you to focus on critical needs and growth.

Before you ramp up your outsourcing services, learn these outsourcing ABCs from Kevin Gregson, chief executive officer of Sherwood Solutions, a business advisory firm.

Alignment: Is outsourcing the right move for your business?
Business case: Have you taken all costs into consideration?
Culture: Can you bridge the cultural difference between your company and the outsourcer?
Delivery: How will you define success?

It might take time to get right, but the benefits of outsourcing can be extremely beneficial to both parties.

Heath Clinton is president of Phase 2 Interactive. Phase 2 has been developing Web sites and online applications for some of the state’s largest and most recognized businesses. For more information on Phase 2’s product and services, visit www.phase2online.com or reach him now at heathc@phase2online.com.

Phase 2 Interactive gives back to the community by sponsoring and donating a portion of their services to a variety of charities across Oklahoma. Recently, Prevent Blindness Oklahoma and the Oklahoma City Memorial Marathon launched their new redesigned websites.

Communications to various constituents across the State for Prevent Blindness is critical for their education program. The new website now makes it easy to view events, learn about Prevent Blindness programs and even make a donation online. Schools across Oklahoma can now go to the new website and download updated forms, packets and useful fact sheets they use every year.

“Prevent Blindness Oklahoma provides a wonderful service to our community,” said Heath Clinton, president and COO, Phase 2 Interactive. “They provide a crucial service to our communities and we were proud to partner with them. Our technology and custom solutions help deliver a friendly user experience for hundreds of users across Oklahoma.”

Prevent Blindness Oklahoma is the state’s leading volunteer eye health and safety organization dedicated to fighting blindness and saving sight. Established in 1965, Prevent Blindness Oklahoma is the only non-profit agency in Oklahoma dedicated exclusively to fighting blindness. You can view their new website at www.preventblindnessok.org.

The Memorial Marathon this year was sold out and a huge success. Phase 2 was proud to be a part of that success. The new site made it easy to get information about all of the events, register online, print maps and view the results for the marathon.

“We were proud to be a part of the Memorial Marathon Website redesign. Our custom solutions and cutting edge designs help organizations deliver content in a user-friendly environment. Phase 2 participated in the marathon relay this year and now we have several team members that are setting their goals on the half marathon and full marathon next year.

The Oklahoma City Memorial Marathon proceeds go to the Oklahoma City National Memorial Foundation. You can view the new website at www.okcmarathon.com.

Since 1998, Phase 2 Interactive has been developing Web sites and online applications for many of the state’s largest and most recognized businesses. For more information on Phase 2’s product and services, visit www.phase2online.com.