BAR Program Business Team & CM Workstreams Information Mapping from Process Reviews to Procedures to End User Documentation & Training Support Materials March 14, 2012

Overview Review Process Review Procedure Template contents Look at Personal Profile procedure & questions Info Map – outputs from procedures Policies & Procedures – level of detail – New Member Onboarding Process Online help – Z:\BAR-BL\T24 Help-RoboHelp Live Project (live project with Personal Profile & other topics) Missing information about business process Connection with UI Quick Wins – terminology guidelines, menu, help icon Work to do: create procedures from template and outputs of process reviews; update P&P; create training support materials (online help, user guides, classroom guides, other training materials)

Procedures & Related Notes Documents The Procedures & Related Notes documents contain: The entire “To Be” process in T24, in step-by-step form that can be used to create online help & other training & training support materials Notes and questions about the business process Links to P&P with notes about what needs to be updated Training notes that are recorded in the process review documentation Information about the T24 menu, version name, fields, forms, user roles, business areas The Procedures documents synthesize the info captured in the process reviews into a form that is usable for creating end user & training documentation.

User Guides, Technical UGs, & Quick Reference Materials Information Map Online Help P & P insite Pages Procedure Template User Guides, Technical UGs, & Quick Reference Materials Training Materials Change Management

Work to Do Create procedures using the Procedures & Related Notes template and the outputs of process reviews Update P&P (see next slide) Create training support materials* (which could be in the form of online help, user guides, technical user guides, quick reference materials, classroom guides, other training materials) The Procedures documents are the foundation for all other end user & training documentation * I prepared a project task list of End User Documentation Deliverables for Kelly with effort estimates & timelines for creating online help, user guides, technical user guides, and quick reference materials; I am working on a business case for the online help

Updating Policies & Procedures The Procedures documents will indicate which P&P need to be updated & the content in the P&P to update P&P are technology-agnostic P&P will use new information mapping system - see New Member Onboarding Process for an example John Sharp’s group owns the framework for the P&P, and the business areas own the content The process review workstreams are not currently discussing the business part of the process or other systems (for example, steps that are performed in MRM); therefore, some changes to P&P will need to be determined at another stage of the project

Appendix A: File Locations & Links Procedure template: BAR T24 Implementation Site Templates\P3 CM10.xx Procedure Template.doc Templates\P3 CM10.xx.A Questions.doc Procedures: Banking Applications Renewal site Change Management Workstream > Process Work (folders for each workstream) T24 Help: Z:\\BAR-BL\T24 Help RoboHelp Live Project !SSL!\WebHelp\Index.htm (double-click file to open prototype) Vancity Menu Outline: BAR T24 Implementation Site 4.0 Design > User Interface Quick Wins > Vancity Menu.xls Terminology Guidelines: BAR T24 Implementation Site 3.0 Analysis > User Interface > T24 UI + Terminology Guidelines.doc UI Quick Wins Presentation: BAR T24 Implementation Site 3.0 Analysis > User Interface > Quick Wins in T24 UI.ppt Help Tool Recommendation Presentation: BAR T24 Implementation Site Business Team > End User Documentation > Help Development Tool Recommendation.ppt

Appendix B: Discussion Points Raised with CM Team Feb. 12/12 Need to understand outputs of process reviews (waiting for review meeting – Monday?) File storage: put Procedures on Change Management SharePoint site; ensure sequential numbering Karen to remove Team Members and Current Process from template (will update Audience after review meet) Test level of help detail with focus groups Will link to P&P in help, and help in P&P Kelly to discuss with Andrea or Rolf in Member Services what info to replicate & what to get rid of in P&P Users will be trained to look at online resources first