Asking The Right Questions
We started by visiting the IP office and interviewed members of the staff. We needed to learn how each department and team used their online tools. Not surprisingly, we discovered that no two groups used the tools in the same way. We combined the interviews with a deep look under the CRM and online tool hood to get a sense of how the systems were configured. At the end of the discovery phase, Firefly delivered a detailed functionality matrix that represented the requirements for a new online tool that would meet their needs, today and into the future.