The Business Analysis Lifecycle in the UK Insurance Sector with Risi Agbaje

We’re excited to host Risi Agbaje

Senior Business Analyst | BA Coach & Mentor | Founder, InsightEdge

🔹 Certified BA (IIBA-CCBA) with 10+ years of experience leading change and transformation in Financial Services & Specialty Insurance
🔹 Founder & Lead Instructor at InsightEdge – a specialist business analysis training institute empowering professionals through practical, real-world learning
🔹 Business Analysis Coach & Mentor, dedicated to developing the next generation of impactful BAs
🔹 Expertise in Agile & Waterfall delivery, regulatory compliance, delegated authority, and system integration (Salesforce, Guidewire, VIPR Intrali)
🔹 Known for simplifying complexity, fostering stakeholder collaboration, and aligning solutions with strategic business goals

And good evening. Whatever you join us from today. My name is David and you’re welcome to today’s episode. I know that it’s gonna be a fantastic one because, you know, we had to do this again and we have someone so skewed you know, an expert. In our miss today, and she’s got a facilitate today’s session. So, we’re gonna talk about everything. You got in insurance. and she would do justice to that and before I bring her up, I’m just gonna read a part of our bio. I’m sure she would do that. But I just have to do that. That is our welcome. All our facilitators. Okay? So, I’m the father of dubac and do back is a community. You know, we are people to adding value and also ensuring that you find your faith, you know, you know, and also you getting the right information at the right time as and Asbury business analysts or Okay, so today I have received budget. Richard Budget is a senior business analyst. A vehicle coach and mentor. And she’s also founder of Insight Edge. Okay, certified, BA ibacca with 10 years of experience. Leading change and transformation. In Financial Services and Specialty insurance. So inside Edge, she’s especially business analysis training and And Organization. Okay, Training Institute Empowering professionals through practical, reward learning. All right, so she’s analysis Coach. be analysis. Coach and mentor dedicated to developing the next generation of impact to BAS. Expertise in agile and what’s up for delivery regulatory, compliance delegated Authority and system. Integration Salesforce. Guide wire. Vipr intro known for simplifying complexity. Yeah. And also for strain stakeholder collaboration and aligning solutions with strategic business goals. So Without wasting time. I’ll bring up, okay I colorful okay but I’m sure she’s gonna clarify that Anyways, I call off. Okay, so we’re happy to have you here, okay. and you can, >> Adefunke Agbaje: Love me. >> David Odepidan: Deploy his Oreos, please go on. >> Adefunke Agbaje: Thank you very much and good afternoon. Good evening. Good morning to everyone and I will be going to my slides in a minute and but I think is David’s physically, don’t don’t justice to to the introduction, basically, and all of that. So I’m just going to share my screen. And then we can stop basically. >> David Odepidan: Okay. Please confirm, you can share screen. >> Adefunke Agbaje: Yeah. Are you able to view my screen? You confirm, you can see that Yeah. >> David Odepidan: Lawyer stick. >> Adefunke Agbaje: Okay, fantastic. And so I’m not able to, I’m just using one screen and so I’m not able to if you have any questions, I think David will help with that aspect of helping me to kind of like reading out the questions. But I always say you have questions over to the end, ask right there. And then, and then we can basically just start. So I will start with a bit over what I’m looking at sharing today. I know we’ve just got about An hour, 15 minutes left and so I’ve got quite a bit of slides. I’m just gonna kind of rush things through. But if you have questions, when you clarification, please stop me. And then I can, you know, I can answer your questions so I am gonna be looking at business analysis, life cycle, particularly from a UK insurance point of view. So, looking at it from the discovery all the way to delivery across book personal and commercial insurance A bit of a which David has done introduction about myself. I’m a certified consultant, business analyst. So your work with a consulting firm that basically focuses on financial services, which also includes insurance. I’ve been there for about going on four years now. certified iiba, I’ve got I’m a business and analysis, you’re aware. About Background. My degree is in computer science from the University of Greenwich. above value, decade of experience, going over onto about 15 years now, working as a business analyst, within the financial sector. So banking of working banks. I’ve worked in insurance. What were the last four years? They’re about four, five years, I have insurance and space physically. So I’ve walked across them personal and commercial. But so what I like to do, To spot off by giving an introduction into the UK insurance structure, how it works. Basically, like I said, I’m going to be, you know, present through this. So we need to understand what the insurance. market like, >> David Odepidan: Okay. And >> Adefunke Agbaje: Yes. >> David Odepidan: Forget yours. Your screen is still you share enough business analysis, life cycle in the UK Shar. >> Adefunke Agbaje: Oh, okay, bear with me. I would start try and reshare a game. >> David Odepidan: Public defense here. >> Adefunke Agbaje: Okay, apologies. >> David Odepidan: No worries at all. I feel your profile is more robust from your own. And that what I said? So like them to see that. So >> Adefunke Agbaje: Okay, so we will slap this again. I’ll be good. Can you confirm your? You can see my profile now. >> David Odepidan: All good. >> Adefunke Agbaje: Fantastic, apologies for that, okay. As them David Wrightly said I have a training institute for business analysts and so people looking to kind of coming to, you know, like a career switch or even those already in and that kind of like struggling in mentoring, you know, and things like that. I do. I do that as well. So, going into the structure for the insurance market. So this is very key that we understand before we, then basically, you know, go into, you know, I will not believe that some of us have an idea of, you know, the business analysis life cycle. So in the UK, you know, is the insurance market is, it’s quite big when you look at the personal insurance, you’re looking about 36.7 in point one, seven billion in terms of the growth premium growth within premium, I’m from a commercial aspect. We’re looking at 37.5 and 51 billion as well, so it is the fourth, The UK is the fourth largest globally and largest in Europe. so, if you look at the general insurance in terms of the gross premium, written is about 122 million and billion rather pounds, which is split across. And then so, you’ve got the personal insurance, you’ve got commercial insurance, and then you have things like life and pension reinsurance segments, and things like that. and when you look at it from, you know, from a business analysis, point of view you have to think about the trends. What are the thing key things that drives changes within the insurance market? So for instance we look at things like, you know, digital transformation. new technology, AI Internet of Things, ESG integration risk modeling also sometimes it could also be from a point of view of a regulatory point of view. also, it could also even be like, you know, because of the market dynamics and new innovation in the market, everybody wants to be a part with each other and things like that. So the key players that we know are like in Aviva, Lloyds, The Zurich RSA, You know, Admiral and loads of London. That’s and sorry, direct line does now been acquired by a viewer as well. So they’re becoming one and things like that hsbc, as well, the drug their own insurance of them, as well. Now, going into detail, I want to talk about the regulatory. So when you look at the insurance, landscape in the UK, even even in the world. Yeah, I highly regulated. I really regulated. And in the UK that are three major depending on the type of insurance. But majorly. You have the, in the FCA you have the credential on the other loads of London so FCA and prudential regardless of whether or not, it’s Personal or commercial insurance or whatever, whatever type of insurance they are regulated by them. And then when it comes to the Lloyds of London, basically that basically applies to the commercial part of insurance physically. So when I say commercial, so personal insurance and you can when, you know, I, you know, somebody like myself and you decided by an insurance, you know, and all of that. But if you’re looking at see from a commercial, they were looking at from an organization point of view. Basically, when a company advice Um, So this basically just looks at the different types of regulation theory, focuses on things like the you know, supervision of the insurer ensuring that they’re safe their sound and ensuring that those that buy insurance from them are safe as well. And basically, they’re different regulations that they have to abide by, you know, this insurance organizations, FCA basically financial conductor authority, ensures that you know, the that and the insurer and other financial fans so not just insurance, they treat the customers. Fairly they are promoting marketing self-gritty. They basically majorly focus of consumer product and protection and conduct as well. So we have things like, You know, gdpr you have things, like consumer duty. And another, that this organizations have to ensure that they meat now, why are these in them? Why? Why have I mentioned this regulations? And it’s Insurance company to implement this in their systems basically in what in their businesses and their processes. They need to ensure that you know, they are meeting the regulation that has been set by this organization and the lines of London, basically, it’s like, it’s a syndicate, it’s a kind of like a market. you know, where people kind of like, you know, like a market, where the regulate, you know, insurance by acting as a regular market regulator. So if you look at them, the London markets, right? They have to ensure that is regulated. It’s like a marketplace and showing that, you know, the members of the laws of London Are, you know, yeah. Following the rules and regulations and all of that. They also provide administrative services as well and to, to their, you know. So this members Now, that basically concludes on the regulatory basically, so insurance is highly regulated, they have different regulatory organizations you know call me that they you know, governing bodies that they need to fight basically follow the regulations and all of that. So if you look in a from a project, or rather from a project point of view, regardless of you know whatever I is they have to ensure that as long as they are serving people. you know day after ensure that this regulations are implemented. And as you know, technology is being used. So what identity I’m gonna be looking at now is the life cycle and how and the customer journeys. So, some of them as, you know, majority of customer journeys, you know, their regulations that needs to be abided by but also, but also then gonna be looking at the different types of you know. I, You know, projects or the different types of implementation or transformation that takes place within this customer journey. now, if you look at, I want to be that, you know, but just for the sake of some of us that are kind of like new to business analysis, there’s a life cycle. So we are a lot of time to talk about project life cycles, but people don’t kind of think about the business analysis life cycle as well and it’s very important that as you look at the project life cycle, right? What supports the project lifecycle is the business analysis life cycle. For you to be able to for you to be successful regardless of the industry. You are in. You have to be thinking about the business and what are the key things as a business analysts that I need to be engaging in. What are the activities that I need to make sure that I am getting involved in? I am, you know, ticket making sure I take place so that I can be successful. I can basically ensure that I am delivering value at the end of it. I am implementing accordingly and it’s actually meeting the objective of that particular project. So we are starting from things like they coulda engagement, you have to enjoy it, you know. Yeah, missing we are engaging the stakeholders, the requirements elicitation and showing that you know, we understand what the requirements is and all of that. how to be a decent requirements from our stakeholders, then once we are listening this through comments, we need to analyze the requirements. Once we’ve done the analysis of the requirements, looking at, okay, it does this basically, and Does this basically? L, in terms of meeting the business, can you Tracy back to the objective of the project? Does it deliver value? Is it important? Is it not important? It’s a add-on if we can and things are. What is the impact on of that particular requirements to the overall process and all of that. I was able to do overall business as they all. So once we’ve understood that and understanding that from where we are right now and how to get to, where we want to get to you, How do we get there? So, coming up with things like the gap analysis and things like that, and then use that to then assess the solution that we, that would help you this requirements and walking with the project team and the business to build the design. For that. Okay. And then moving on from that we didn’t look at okay, what are the documentations on the sign? The sign on side the sign of from the business from detecting? What the people that needs to sign and with this would have done an identified at the beginning of the stakeholder during the stakeholder we know who needs to sign. Our requirements. We need to sign our documentation will is to agree with software, who your SM is, who you need to speak with and things like that. But that moves, then from there into the delivery support, and change management Soon, delivery supports basically looking at the depth in building, whatever is or the business implementing. Whatever is that you you know that’s been proposed and agreed upon and then finally, then looking at the realization, Did we mix what we wanted to meet basically and can we continue to improve on it and then bits and pieces that we need to add on? Onto the life cycle, and onto the, the products that we we have basically for the business. And moving on to the next one. So that’s basically an idea in terms of the the life cycle here, obviously, just broken that down for, for business analysts, The focus is bridging that regulatory technical and operational domains making sure that you are the bridge right between them. So you are speaking with business You are speaking with sometimes even the regulatory and SMA you are speaking with technical team. You are that bridge understanding what needs to be done and making sure that it is, you know captured. And basically interpreted to the Dev team for them to be able to build it. So here basically give it kind of like a breakdown. What what the key things that you’re meant to be looking at. And when you look at it from an insurance point of view, you will be working with multi disciplinary teams. So on the writing risk, it assurance so many things that you would need to consider which is why it is important. That the analysis is done analysis. Requirements analysis is done, who does this in requirements or, or what team does, this requirement impact, basically, and also that quickly walks and also with the stakeholders as well. So it’s possible that when you start your stakeholder engagement, you might not have a full list of your stick, would I engage of your stakeholders. things progress, and as you begin to speak with different. All you are different stakeholders, you will then begin to kind of like build up build on on what you basically done and all of that. So it’s it’s that’s why it is important. That stakeholder management is done through the life cycle throughout the life cycle. You don’t just do your stakeholder and get engagement stick with our management from the beginning, from the beginning, you have to manage the cooler for the beginning of up onto the end of the project. Okay. Now looking right from an insurance point of view, right? I’ve mentioned earlier, I’m looking at from a personal and Personal line and personal lines and insurance, you know, and the commercial insurance point of view. So what do we mean by personal insurance? Which is the a coverage that protects individuals? Like I said earlier, somebody like me and where we buy, you know, things like, you know, Life, insurance car, insurance home. Insurance is protecting us against financial loss from risks, such as in accidents illness, property damage, theft, All those all those bits physically, right? And so once you understand what that insurance is about, what that type of insurance is about but then helps you to understand the journey, the customer journey. So because if you’re selling to A person, an individual. The journey is different to when you’re selling with to an organization, right? So what are customer journeys that’s involved in this? So, it starts with the court for chase claim and the renewal, and that’s how it is. so close to purchase basically means that Somebody just like you and I you go on to maybe a website, you want to buy car insurance. You point all your details, you get caught physically and then do you want to buy or you do not want to buy? And then you decide to okay I’m going to proceed. This is the best for me. I’m going to proceed to buy them, right? That insurance, and all of that, and get that. Then the next stage is onboarding of that cover. Basically, in terms of what when I say on body, when it comes to a personal insurance going to view is what are the different details that? You know, we need for an insurance point of view that we need to send to the customer. That’s basically purchased this in this. this insurance this cover from us basically. So we basically send all the documentation that’s required and bits of pieces like that and then throughout the life cycle of that particular, For that customer that particular cover. There’s point to servicing, it’s that you the customer might need to claim. And then do we want to renew and retain the customer and then the customer support. So that looks at the end to end. So that’s a different journey when you’re thinking about it from a customer, from a commercial point of view. And so, I form a B for a beer, you need to be thinking about You know what I’ll do. People buy insurance is so that’s how the organizations thinking about it. So the focus is the fast digital, everybody’s doing everything from a digital point of view now so fast, digital claim journeys self-servicing apps, right? You don’t have to wait till you get home to sit down the computer. Oh, you don’t have to feel the paper now. Right there on your phone, you can do what you need to do, basically claims automation. How can you automatically automate your claims without you having to sit on the phone and speak with someone? So these are the things that insurance companies that thinking about, how to reduce timeline, how to reduce the, You know, the FTE. That’s, the number of staffs that they have also ensure that things that don’t quicker how to ensure that they get the clean data from from there. Because It’s possible if it’s over the phone, right? Say no, the first notification of for instance, if it’s claim You the person that is typing in my miss out, one or two details or errors. Well, while you’re keeping this in, how do they reduce that because all of these gives them clean data to be able to forecast, to be able to do all about all of our, all the things that they need to do basically, right? Also looking at it from a from beer, you’re thinking about it from a regulatory alignment point of view, whatever we are building. Is there a regulatory aspect to that As we all as a beer, used to be thinking about that. So when you look at the personal insurance point of view, it’s eye volume, a lot of us. Are we have insurance but the complexity of it is quite low. It’s a straightforward journey. The strictly doesn’t, it’s not something as cumbersome as when it comes to you, a commercial commercial insurance because it’s kind of like standard So yeah, you want to buy only insurance, how big is your own? How big is your house? You wanna buy them, you know, you want to cover for you for your vehicle, How big is it? What type of vehicle is it all of this easy? Defined easily defined basically. But when we then look at it from a commercial point of view, right? We’re not thinking about it from a different ballgame all right? So from commercial instruments is the type of coverage designed to protect businesses against financial losses from risk such as property that made employee related and business, destruct interruption and it also others. So, for instance, is somebody’s gonna go, if an organization decides that they want to go to the moon, right? And they want to sponsor going to the moon or NASA all of these bits. They do get insurances. They don’t just go ahead and do that, right? I mean, so when you see, if a ship cargo ship on the sea, they have insurance in. Is the submarine doesn’t interest? So they are insurance is to every bits and pieces. So these are peaceful. Businesses things that are, you know, they’re not usual every day. So there’s no one size fits on when it comes to you, a customer, you know, when it comes to commercial insurance, this is the area that is more complex, right? These are the people that you would find in when you say not them, you know, London markets, these are the kind of instruments. At the SELDA is not the personal insurance. Yeah, and usually in this kind of insurance, there’s always a broker involved and insurance organization. We will not just sell directly to an organization. There’s always a broker like involved in this type of insurance. So, when you look at the customer journey, they’re looking at risk assessments and on the Right. our risk is, This. And so you can imagine for instance, as an organization, let’s use a big supermarket such as everyone Primark. Imagine the number of month, the number of Shops that they have, right? The number of all the number of people working with them, all of these are insured. so from a small business to a big business, all of these so they are kind of bespoke. You can’t say one size fits all for these so you’re looking to so they need to be assessed the base of, you know individually because it’s a bespoke cover has been required. Then again like I said there’s always broke up so this is the customer journey of broker interaction. How are we interacting with our brokers? Is it over the email or do you want to digitalize things? These are the thought process that they’re thinking about then policy. Customization. Like I said because this policies are bespoke because they are this book it it is very key that you know we have this policy customization in place and you know, when it comes to commercial then claims management. So again when you look at the company commercial point of view that different types of journey, where anyone can buy insurance, right, You can buy insurance directly from, you know, the broker contact the insurance company directly for their clients which is like a big organization but sometimes even an organization can delegate their ability for them to be able to So another organization, another insurance company to sell risk on their beer, which is called the writing So, for instance, I’m giving you my pen to go and write risk on my behalf. So, for instance, if you look at sometimes, if you look at Tesco, you can see like a Tesco credit card or you buy insurance from Tesco, right? If you read the blue, the the Little Prince, you realize that they are actually not even the ones it could be that there’s another organization that they’re selling the the risk on, you know, they’re selling the the cover on behalf of and not that it’s not, I was not just in the UK, you could even be international as well. Depending on even the type of in the market and things like that. Then going to claims as well, same thing, renewal and audit, and they lost prevention services as well. So, these are the major journeys that we see when it comes to, the commercial insurance point of view. And as they be, you need to understand these basically, as a business analyst, apart from knowing your, if you want to be involved in the UK insurance market, you want to walk, you know, with with an organization that you know, that’s got both Paul and Private and Personal and commercial insurance, You need to understand the journey, the customer journey. What are the type of projects I can? You know that, that this might want to implement it? What’s the journey? Well, I’ll do this service. Their customers out this service, their clients and what are the key things I need to think about? So you need to understand, you don’t have to be a you know, you don’t have to know it in depth because they will have their subject matter experts within the, the business but you need to be aware of the journey. At least have a knowledge of the journey. And then, so as a beer, YouTube like, you know, the key things that you might be thinking about focusing on is like the risk data, enterprise data. How are we getting data in from a response of you? And because that data is used for things like risk assessment, and on the writing wasn’t parametric triggers, what are the triggers? You know, when it comes to MG is, which is the what’s it called now? Managing general agents. So managing general agents are the We call them cover orders. They write these are people that can write risk on behalf of an of an insurance company. So say, for instance, and you know, you you’re working with and an insurance company such as a, let’s say a viva, right Aviva does not have the knowledge in terms of Let’s say Australia, right? They do not the, they do not the knowledge in terms of risk in Australia and particularly could even be something like submarine insurance or cyber insurance, right? And that, and they want to sell that in that kind of space in that kind of market, right? An mga, which is also called a cover older. Meaning it could be an insurance is small insurance company that has the knowledge. They have the, they have the knowledge, they have the, you know, they have the markets and, you know, they’re in the market already they can then come to have even said, You know what I can tell risk on your behalf. In my country. Regard, this particularly type of cover. You just give me a certain percentage and then you take the rest of the percentage and all of that. So you fought for us for um, the insurance to be able to do anything in terms of that, they need to basically do an onboarding of the MG on bodies discreet, checking the risk assess. I also doing the due diligence, do diligence on that, on that coverage to ensure that, you know, If they want to do business with them, also, you can also be thinking about things like, you know, underwriting risk assessments as well when it comes to commercial insurance, it is very low volume, it’s not as big as come, you know, the everyday insurance. But the complexity of it is I It is highly complex, highly complex. So when someone has with us, that’s why a lot of times when you see a job ad that says, You know, insurance, and you say London market experience because it is a very complex market. It’s a very complex, a lot of consideration. There’s a lot of, you know, there’s a lot of things that coming to play when it comes to that. So moving on to the next, this is because just comparing boots of them. And so what’s on? What are they being? What are my key? Key, five, focus areas when it comes to commercial insurance you know, digitalization of the quotes and by experience policy management claims Personalized, common personalization, and communication, and retentional reality. So, the key things that they are looking at right now that the key things that, for Ba that comes into contact, whether you’re working in personal when you’re walking the personal insurance and space, these are the key things that you need to be aware of if you want to get into this into this space as well, you need to understand that these are the key customer journey for insurance companies. And then from the commercial point of view, apologies, I have to rush because of my time and formatting commercial point of view. Again, the, but the onboarding Of their. So when we say customer here could be a broker, it could be a cover holder, right? The policians and documentation the claims experience the renewals and meet them adjustments and the customer and broker feedback integration. So digitalization of these things are the key things that they are basically looking at, as well. Using data data is the new gold. Right. So just added this as well, to kind of put you to other view of what’s the difference, right? The impersonal insurance. You’re thinking about individuals and households and products are things like motto on pets travel gadget insurance. But when it comes to commercial insurance, when looking at the SMS, small medium enterprises to large corporations corporations, right? And then you’re looking at things like commercial liability property, commercial property, professional indemnity side, by all loss of products, they own lots of products. I’ve been sold in that in the US in that in that space. So depending on what the, what their clients wants and then when you look at from a customer journey, point of view, as explained earlier, when it comes to customer the personal insurance, it’s kind of like a quotes on buying Policy management claims and things like that. And for me, commercial point of view you’re looking at from a broker submission on the writing because these are really, really big and big organizations that cost millions if not billions policy binding, and then we reporting as well. Um and so forth between point being you, what are the things that you need to consider right? You need to be working with the digital, you’ll be working with the digital teams. You’ll be optimizing the conversion with how can we ensure that anybody that gets a quote? buys source? Basically, and then what’s the user experience while using our the systems that we’ve built or the journey Build the journey that aligns with the FCA. So again, whatever their building is important that as a beer, also thinking about it from a regulatory point of view and then how do we get data that would help us inform things like pricing fraud, renewals How do we get data? Not just the any data, but clean data coming in because data then helps them to forecast. Helps them to prevent and this obviously detects. what they’re using artificial intelligence now, isn’t it? And then from a commercial point of view, it’s the logic, the underwriting logic, there’s this is the key thing when it comes to commercial insurance, right? You it’s not that you have to come up with the logic yourself, you will be working as a being you, I work with the You know, this, SME and different teams basically to understand the major on the writing logic, What are the best? The difference scenarios that they won’t captured and translating this into business. requirements so that it can then be implemented into the system. I never do not upgrade or even if it’s a new system, it needs to be implemented into that and also have the ability to interface with systems that their different systems in the market now. Guidewire. Same Salesforce Salesforce is used for pretty much almost anything Now not just as it’s customer relationship management application but also for onboarding, they usually for so many things. Now understanding of the different models. So like, you know, delegated authority, which the reporting standards for Lloyds. And then also, most of the time, it’s always most of the time. It’s, we do our job, a lot of our job, but sometimes when it comes to regulatory, you can fall to and a waterfall because nobody regulation is and all of that. And then we can then scale due to the skill and the complexity of that as well. Do we have any questions at all? Do we have any questions? Ok. >> David Odepidan: The question. Okay, someone else equipped them. >> Adefunke Agbaje: Please, go ahead and >> David Odepidan: All right. >> Famille Health and Life TV: Okay, thank you very much. At all. Sorry, am I audible? >> Adefunke Agbaje: Yes, you are. I can hear you. >> David Odepidan: Okay. >> Famille Health and Life TV: Can you hear me? >> Adefunke Agbaje: Yeah. >> Famille Health and Life TV: Okay, thank you. Yeah, thank you very much. Addie from careful. Such a lovely presentation. My question is, please. Going into the Those one needed prior experience in insurance, so to speak. Like an is a person that is completely new to insurance. Wasn’t walked in an insurance company before. Can the person confidently. >> Adefunke Agbaje: Yeah. >> Famille Health and Life TV: work as a business in an insurance company? company or and if yes what are the minimum at least or the various minimum? Expectations. there are you know, from that person I would love to know thank >> Adefunke Agbaje: Okay, okay, so yes, my answer is yes. um, You can. What meet me of the organizations that would take you? rather that will take you, they will take you into in their personal insurance space. Because like I said, it’s less complex. Do you get what I mean? It’s less complex. So, and and then once you are in there, right? You can then find your way to the commercial insurance space. That was my experience. That was what I did physically and it’s based off of. So what was that we said, What’s the minimum to get in, right? No, no, your bits. The simple as that. If you are a BA, right? Do you know everything? Remember at the beginning I looked at the life cycle, Can you confidently go to that life cycle? And then that’s that’s the first thing. Secondly, can you demonstrate during your interview that, you know? What you’re doing? And then, thirdly have an understanding of the insurance space. Know what it’s about. I’ve an understanding be. so, for instance, if I want to know about, if I want to go into a space for energy, for instance, gas energy, I will need to understand how energy works. What are the different projects? Like the customer journey and I guess this is one of the reasons why we are having this session right now for you to start thinking about it, if I am at. What are the information I need to gather? What do I need to know? from, you know, embarrassed minimum basically, if you’ve never worked in insurance before, how does insurance work Physically. And when it comes to personal insurance, what’s the customer journey and then can you defend your knowledge when it then comes to interviewing because that’s basically the major thing isn’t it? You will find people that they don’t even know much what they can talk their way through interviewing. And then the most important thing is, once you get in, you are able to increase your knowledge, get your hands, dirty, do the work. Do you understand what I mean? Does that answer your question? >> Famille Health and Life TV: Yes, please. Thank you very much. Yes. >> Adefunke Agbaje: Okay, any other questions? If not, I will proceed. So this is just a quick view. So in terms of the customer type the complexity, I’ll do they, you know, the sales channel so direct on greater and commercial, we look at, I mean, you know, broke out intermediaries and what’s the journey time usually, you know, when it comes to personal insurance is always digital first. Commercial Insurance. You still have a bit of manual but digital is that kind of like an hybrid? And for BA, what was your focus, your focusing on you? The UX you’re looking at speed conversion and this would the customer journey and then from a commercial point of view, you’re thinking about it from a data rule, configuration point of view, and then you’ve got different systems that you can use, you know, Geograph. Butler Systems Policy admin system. So when you that’s I said when it comes to the commercial space, the journey is depending on the journey. The journey is kind of complex. as opposed to, when it comes to, Personal insurance point and View. Now, I’ve just included this. This slide and I wanted you to start thinking about to, With the way the market is going one is to start thinking about the use cases. for when I say use cases, what are the, how can they use insurance and to react actually intelligence in insurance? Because this is what gives bets to projects, right now. This is what is given back to yellow projects right now. So as a beer, you need to be aware of one, our artificial intelligence works and secondly, in the customer journey. What are the possible? Possible. Use cases. That I can see. Basically, when I’m in that space. so if we look at it from a personal insurance point of view, we are looking at quotes about and quotes to purchase. Like I said, you know, somebody goes on online, they look for whatever. Now they’re now introducing chatbots, for instance quotes, basically, that you don’t have to wait for the system, you basically just give you give it a bit few words, and then it gives you what you want. And then also looking at the AI driven recommendation engines for personalized, policy suggestions. So based You have XYZ with me and you said, you have x y Z. Maybe you should be thinking about xy, you know, x y z. Right during that that journey for the customer and then also do two during onboarding, once the person has purchased the insurance, and you’re then looking at how to them process, the documents, using OSI, so, which is called optical character recognition or natural language processing basically. So the AI B is just consider documents and basically just comes up with what’s required and then also virtual assistants to guide setup for for the customer. So for, you know, depending on the age group and things like that again, they also then thinking about AI, powered self-service in tools, Right. And then predicting analytics for upsetting, on cross selling. So these are the implies are the different use cases that businesses are basically thinking about insurance Congression thinking about implementing with Dean, their customer journey. Right. And when it comes to claims, what are the other projects I can come across that come across image recognition for damage assessment, basically meaning that the customer risk just need to hold your phone up and scanner be able to scan the, maybe it’s a very cool whatever and they start just gives them a damage Assessment. Tells them, instantly how long it looks like it’s gonna take for that to be repaired or if it’s not gonna be repaired. If it’s a total loss and things like that, from there, as well, thinking about things like fraud. This looks like fraudulent clean to building those models Detection models at the back, that can easily flag a claim and say Of the following claim because XYZ it doesn’t match XYZ. and all of that, then also natural language processing for clean from processing as well. So these are the things that they are thinking about that. You can come across. So, understanding of AI is very key and how you can use it within the journey and it’s also good for you to understand if you’re looking to go into that space as well. So coming to the commercial aspect of it as well. Looking at AI powered, Broke up portals with smart coating, so meaning that, you know, I can eat quickly generate a quote when the broker a sentence of documentation, I can easily the system. AI was really basically just recount what is sent come up with the quotes quickly, instead of having to wait a week, two weeks for the book for, for the organizing, for the insurance company to go back with a quote, And all of that because like I said, it’s peaceful isn’t it? They’re looking at things like policy and customization claims management. So in one of these journey, there’s also an introduction noun of artificial intelligence that will get that is not being introduced into that, as well into that journey. So when you’re thinking about the journey, if you have a good understanding about this actually intelligence and you have a good understanding of the customer journey that puts you in a very good space. And if you’re already in that space, and you’re not thinking about social insurance sector and space, and you’re not thinking about challenges that you need to start thinking about that. Because is very because in this it’s important that, you know, That you have a good understanding. Okay, so what are the tools and what are the skills and tools that you require basically as an insurance be You need to have a domain knowledge. I think I talked about earlier right used to have an understanding of the domain when it comes to personal insurance when it comes to commercial insurance of an understanding of the domain, basically, and thank God for church GPC. Thank God for the new. And what’s it called for AI? We can’t get this understanding you of skill yourself, basically. So depend whether or not you’re working in personal lines, commercial lines, specialize areas, you need to know as a BA, the domain knowledge at least. To be an expert for at least, I’m good understanding. And then how analytical at you basically you’re thinking, I mean, The YouTube also be thinking about if you’re not good with stakeholders, you need to get good with stakeholders because you need to manage stakeholders. That’s one of the key things. From, if you haven’t, if You really cannot proceed. So it’s a brand that you have an understanding of who you’re stakeholders are and then manage them, effectively travel life, cycle of the project and then the requirements engineering as well. You need to be able to look at the requirements. Do some analysis on requirements. Look at you. This is not, it’s this is it and things like that process modeling and mapping as we aware using bpmen, or whatever you want to use using different tools, such as VCO. You know. Lucy charts, What about tools? That mirror, that you are used to as well. This is very key that because you need to be able to, to do a process flow or even if it’s just a use case, diagrams, all of these things you need to be, you need to know communication, you to be able to communicate and facilitate workshops because these are where you will get your requirements from You will talk sometimes you, depending on the type of technique you want to use is either interviewing or you’re doing a workshop or you’re doing a survey all of this, all of these things you need to have a good understanding of Solution, I’m assessment. You need to assess the solution that has been sent. So what, what my solution assessments, this is the requirement and this is the solution that the vendor is proposing. Can can the solution match the requirement, can you fulfill the requirements and can you trace your requirements? Back to the objective of the project? Tracability. Forward and backward, feasibility, basically. And then also be aware of this analysis. Judas has really need to know it but you know it be a guru but and also am I awareness understanding of the delivery methodology either agile or waterfall and then what are the regulations that impact? um, you know, in short, in showers insurance organizations, we, you know, within that space what are and the risk awareness understanding of what’s happening in the market basically, it’s very important. Moving on quite quickly and and that’s what the next few slides I have specifically breaking down of life cycle that we talked about at the beginning. where we looked at the Stakeholdering management requirements. And, you know, for usually this is a requirements, the requirements analysis, and things like that. So, I’m just through this because I’m mindful that we don’t have much time. Wow, stay cool. That’s when it comes to personal insurance. You have that the marketing team, the product owners on the writers claims digital scene. Your developer your customers. Yeah, the ones. Yes, you have any questions? Okay. >> David Odepidan: Yes. So we have few questions here and I’m gonna Jimmy, your aunt is up. You want to ask a question? >> Jimi Aderemi: Yes. Good evening now also, thank you. I didn’t care for the presentation. so um, I do appreciate that. The insurance industry is heavily. Is is regulatory and risk heavy. >> Adefunke Agbaje: Yes. >> Jimi Aderemi: On. I see in the slides as well. Like, for example, the AI space, of course that I speak to me love risk as well. So I just want to understand especially from the commercials, >> Adefunke Agbaje: Yes. >> Jimi Aderemi: Space. Is there any specified risk frameworks or templates? That the commercial insurance will follow or is it relative to the organization like with the organizer would have to build out their their risk register or log, for example, Or is there a specified frameworks like an enterprise framework that will follow? >> Adefunke Agbaje: Okay, I’m just I just got sharing so that I can just basically come back to camera and then we can talk Yeah. Okay. Are we still there? Okay. >> David Odepidan: Yeah. >> Jimi Aderemi: Yes. >> Adefunke Agbaje: so the answer to your question, thank you for that. So the answer to your question is it’s basically left to the organization. It depends on the one, the strategy of that organization. And secondly, the risk appetite. so, Company insurance A might be risk adverse, right? While another insurance is basically insurance organization is basically, you know, they don’t mind. Do you understand what I mean? So when it comes to the risk framework, right? That the key thing is one. What’s the strategy of that organization? One and secondly, what’s the appetite for risk? What’s the appetite for risk? and that then, in looking at that, right? They also need to think about it from a regulatory point of view as well. What does the red? What does the, What does regulation? What does the FCA, what does the Mpra will of Lords of London? What do they Advice or what’s their regulation that undermines that basically covers that do you get what I mean? >> Jimi Aderemi: Yes. >> Adefunke Agbaje: so I cannot I cannot decide that I want to you know? Okay, so for instance in insurance there’s a certain amount that you need to keep somewhere. Right, they need to keep that somewhere. Regardless of they cannot touch that funds. Once the phones coming, they cannot touch that phones. but they can then decide that, you know what, I want to have more, but they cannot have less. So that forms that they must have. It’s a regulatory is a regulatory bet basically is to protect the consumers. >> Jimi Aderemi: Yes. >> Adefunke Agbaje: Just not what I mean. So when it comes with risk framework, it depends on the organization. But obviously, they would want to ensure that he aligns with regulate with the regulatory standards. And then obviously they are shareholders and all of that. Also, all those things are put in place but there is no standard regulatory framework. For all insurance. I hope that answers your question. >> Jimi Aderemi: It was. Thank you. >> Adefunke Agbaje: You’re welcome. David. >> David Odepidan: All right, so thank you for that. I didn’t get this. Another question here from Micheal and Michael said, What order techniques can be used to understand company in full debt and how it’s delivered value to customer. >> Adefunke Agbaje: I think that the standard Techniques. Right? So for instance, you know, for me you might want to do a benchmarking. You might want to do deep analysis of the organization, and none of that to. And then again, you want for you to know is the delivering and value to customers. It’s basically a case of That customers saying it. So, when you go on like, you know, thank God for Internet, right? We go and trust pilot, you would see Recommendations from their customers. Can help with that with that view. So, it’s relative. So for instance, for me, am I say, Oh, this person is, this is, dude, This insurance company is actually good for me. It’s giving me what I need, but for someone else, it might not It doesn’t give them enough. so it’s basically relative to a person but for you to be able to know there’s a lot of, you know, techniques that you can do such as you know, benchmarking and all of that, even though the election themself they can’t want to look. They one they might want to use what’s analysis, right? They want to look at their strengths. They want to look at their Their weaknesses and all of that. The opportunities that they can get into, they want to look at threats. It’s all, it’s all. It’s all relative to them listening. >> David Odepidan: The right. Right. Okay, my account. I hope that also the question. so going back to yemii Yemi said, when you talked about Forward and backward, traceability. Do you mean using RTM to trace requirements? >> Adefunke Agbaje: Yes, so it’s all depends on, so large James for those are no ways and requirement trustability matrix. It’s you can decide to use yours in an in Excel. Right? It’s it’s your choice. You can decide it. This is my requirements. This is so depend and then again depending on the organization you’re working with, right? I the question I work with JIRA, you can easily need and confluence. You can basically use that as a traceability. Basically, I can go in conflicts put my requirement do a table who might requirements that link that to the giraffe. Table to the giraffe. So you can see on the table, waiting links also upload against that my process flow. Right. And then At the end of it, once we’ve delivered and then we have a working system. I can also link that in so I’m starting from the Starting from the what the project is about the project of the objective, right? And then which is at the beginning and then I didn’t have my requirements for my what’s it called? For my stakeholders that I ensure that is giving me what the projects objective is about. Right. So >> David Odepidan: oh, >> Adefunke Agbaje: trace right. Then when I’m building, I have my my use of turned my translated, my you, my requirements into users to his epics and all of that and then trace that back to each of requirements and the requirements traces back to the objective. Right? And then once I’m doing my testing, once that I’ve got the test scripts and everything and then he’s been under, you have to test, we are using JIRA, you have the test and tickets, and everything also link that into to the, to the user story. The user story to the epic, the epic to the requirements, the requirements to the Objective. And then when I have a walking document and working product, right? But build value again, and do that. And I’m linking that in to I can now screenshots, I can have process clues. I hope that answer. If you look at it, from a point of I’m looking, I’m doing it like that forward and then I’m also doing it backward as well. >> David Odepidan: Okay. Okay, the stuff. So I hope that as your question Yemi then to contribution from James. >> Adefunke Agbaje: Yes. >> David Odepidan: James said is in the energy sector, that’s good. So yeah, I said understanding how data within a process is captured stored and retrieved on be beneficial Then he said James said analysis from different views or lens is so key business process, functional software and data. Information. Alright, do you have any other question for moving another person? Okay, so back to you. >> Adefunke Agbaje: Fantastic. So I will continue to share screen. Okay. So again. What’s the major focus for you as a BA? When you are thinking about stakeholder engagement from a personal Insurance point of view. So you are looking at it from a customer centric engagement, right. So where about your then fasting workshops with marketing products, UX to reflect the customers voice, basically, and showing that you are capturing things from a customer point of view, okay? You can use things like You know, Johnny Maps, personas and things like that. Okay? Again Regulatory. engagements making sure that we’re working quite closely as a being with the compliance, /, Legal team, on, treating customers fairly, and then also consumer details. Well, and showing that Whether you’re sure or not ask the question, is there anything that I am missing? Or should I be considering this? Or what I will. I need to be considering This is what my project is about, basically, and that covers you off from a regulatory points of you for every project. And every area, there will be one person or two or a couple of people that is allocated for your particular program or projects when it comes to this, this bits. And then again agile stakeholder management, and basically means that, you know, it’s when you’re you’re getting them involved. What either from a business and it points of being backlog, grooming, your user story refinement, demo reviews and all of that making sure that the stakeholders are carried along. Don’t just take them to the demo when they’ve not been involved in being in. Set in in the requirements and all of that. And the required. You understand? what I mean? Just something to say. Oh, this is what. They’re gonna have issues at that point. And then ensuring that, you know, there is that continuous feedback loop during demo. They’ll give you feedback, you add that to you. What? You add that to your back to your backlog and and things like that as things things progress. And then again from because commercial point of view, who are you, stakeholders You are looking at them, you know, the on the writers, the brokers and if there’s a delegated on authority team, the manager there and compliance. The data analysts are legal team. It seems claims these. Are all it seems that you will find in that and even much more basically, I’m just to go back to what James said about data data is key. From both a personal and commercial point of view, but more. So from commercial point of view, the reason being that currently in the market data that they have is very bad data. They don’t have, they’re not capturing good data at the moment. So for a little organizations, they have the key focus is to get get clean data. Clean data is key for them because this is the bedrock of their risk and risk engine in building, all of this bits, basically. Noun, What do you need to focus on broker engagement? How easy can I make the life? The life of this pain, The On the writers Easy, when it comes to Brooke engaging of the broker. So understanding the end submission process. Okay, how those I’ll do? I’ll do brokers, get in touch at the moment and how to we want to? Because like I said, usually commercial insurance is via a broker. Okay, and then you then capturing the broker pain points. For instance, manual kids, a lot of manual. When it comes to commercial you slow cooked on around, Like I said, because you get the quotes can’t take weeks. Right? There’s no transparency. And all of that, there’s no standard basically but now organizational company, that beginning to put that standard in place to ensure that, you know, They’re getting clean data their servicing their broker, they’re making the life of their broker easy basically. Then. Also, when it comes to it, there’s a delegated authority aspect and showing that you are having sessions with them and facilitating workshops. Getting standardized data, templates, automation, ingestion, and all of this. all of this bits. And then finally, the regulatory bit as well. Engaging with the set the legal people that are involved. In that area as well. What are your techniques for effective engagement? So Stick with a mapping. Using the power influence grid, racy, who gets to pick what? Workshops and interviews. I’m sure we are all, you know, that we need to quickly, get them requirements from Now, moving on to the next one, I’m going to bridge. To time, requirements education for me from that bits as well. It’s still the same. Like I said, it’s the standard. Right. But in showing that you are looking at it for me from a customer journey point of view. Because these are the type of these are the custom when it comes to insurance. So for sake of those that just put a bit of what in the station is about. It’s not just about requirements gathering, you’re not just collecting requirements, right? It’s about understanding what the business truly needs. What exactly is the need It’s not just Oh I want XYZ just it’s not about taking on us, we’re not made that we take others, we understand the problem. Excuse me. And then we, then try to help them to articulate that into requirements. And what they really need. What are you trying to achieve, basically? What are you trying to achieve? So you’re not just there to collect requirement for people, Basically. It’s basically understanding what the problem is, what they’re trying to and all of that. And I’m basically just put here that’s what exactly is the purpose of this, you need to capture to define and analyze the requirements. Right. Across personal insurance domain. So be looking at it from a journey point of view, right? You have to look at it from me, 20 point of view, you have to look at it of the focus area. So I’m thinking about, for me, for me by, you know, court to buy or cost to purchase point of view, My customers gonna be using a system, they’re gonna be using the screen. How easy do I want things? I’ll do. How easy do I want them to just do things on one page is easy for them. Seemless And all of that, I can easily do enrichment based off of history that they have on their dates, on the assist on their phone or where they’ve been to and things. Like I can auto populate fields, and things like that. Or do I want them to take that time and stop typing. Those are the things that you need to be thinking about basically. And then what are your activities Again, the same to your facilitating workshops. And user interviews, you are capturing the epics. The, you know, you when you get a requirement, you didn’t make it into epics user stories and acceptance criteria, but also identifying the regulatory a lot of people tend to forget regulatory and non-functionals it’s one that you’re also capturing this requirements as well. The regulatory and unfortunately requirements as well and then I’m basically just for you what’s on the different use cases that you can have example. So we are designing like a mobile quotes journey for travel insurance. You know, you identify the confidence application of preexisting competition disclosed and disclosures, you know, your requirements must reflect from legal clarity and customer usability. You don’t want to take two technical and you using. So when business wants to start telling you technical things, you need to basically stop them and say, Think about it from your customer. They would not understand this job. How can we simply find this when you’re working with the UX or even if you are the UX, Right? Yeah, we are. None of that. How can we designing that? It’s easy. It’s understandable. They can easily bridge through it without wasting time. and then we’ve got the different techniques, obviously the, you know, the users to be writing frameworks. when you what is what is key in terms of priority, so using the Moscow, Prioritization technique. Personal insurance as well. Moving on to that quite quickly. Almost same thing, you’re thinking about it from a broker, on the writing workflow large lost claim processing because for instance, just imagine from a commercial point of view, right? And there’s a If there’s a large cargo ship and that stinks. So imagine the large cargo ship that is coming. Exotic cars luxury, cars, imagine the amount that they would need to pay out, When it comes to claims. To. It’s not a, it’s not a small. 30,000, 4,000 pounds that we receive that they can accidents and things like that, this run into millions and that’s why most usually is transform. They don’t go ahead on covering one business alone. It’s usually done in conjunction with other businesses, right? So that cargo, for instance, you could have an insurance of maybe one billion on it, you know, more than that, right? Because some cars now, what’s good news, How many, how many millions of pounds, right? They can then go to. You could have four different insurance companies of five or ten in showing just that one cargo. So the organization are working on could be the lead in that in that or they could be the following. So it’s either they’re the leader of the following meaning that there’s a lead insurer and then you have the other insurance that take part of out of it or they are the ones that the main insurance and then you have others. So I can decide as a leader. I can take 20% of that cover while another insurance company, will take another 10%. Another can take 20% that I think 25% up onto the 100. And that is where the broker comes in. The broker is the one that wouldn’t go to this different insurance company and says, ok clients. I’m and I’ve gotten XYZ organization, they want to cover this and you willing to cover. How many percentage are you willing to cover? And all of that. So, again, when it comes to clean processing as well, it is going to go across all of them as well. So that’s why it’s very is highly complex as well, okay. And then again, what are the traceability? So just like mentioning requirements, disability matrix and your requirement the same, the same bits and pieces that we use in today’s world. I’m just gonna skip this skip this, and this is just exclusing the regardless of the insurance project you’re working on. And what do you need to know? The products of the product line, the delivery model stakeholder type customer journey and all of that, you know, just make sure that you you tailor your your approach based on regulatory impacts and customer type. It’s important that you balance it not from just a quantitative, but also a qualitative part as well. So that there’s a good understanding and then you always link your your election back to the business. Like I said, your requirements was linked back. To your business objective. A month. And then you iterate and validate constantly you’re checking constantly with your stakeholders. I wish it on the same page. carrying them along at every point in time your card to this basically just gives you when to use different techniques for incitation. So I’m just gonna skip that and every other different tools that we’ve got collaboration tools, that diagram, documentation and of that. So I’ll just keep that the next one that looks at the analysis. Basically. What what do you do in this in this part? You’re basically looking at the current, the requirements and the comments and current a journey, the current assets, the current state of the organization, and the requirements, And then using that. And then looking at the to be And they’re looking at, how do we get from the assist today to be physically your identifying the gap from the current state to the desired states and then so here we’re looking at things like, you know, process mapping gap analysis and then requirement validation and prioritization. Basically, these are the key things. So example is when you’re launching a digital clean portal, you know, I’m looking at my current state, I’m identifying the different gaps and then, Okay, this is where we want to get to. Basically, I’m capturing business rules. because I want to add business rules for automated triage, so I need to implement that. So these are the questions since the case of asking questions upon questions upon questions, okay? Again, same thing from a commercial lens point of view by looking at from a process, mapping gap analysis, and requirement validation, and prioritization point of view as well. The next stages, the solution assessment and design basically. Okay. So now what’s the, what’s the OH, aim of this is to evaluate the solution options. So we have vendor ABCD Right. This is what we are trying to get to which of the vendor or which of the applications is going to meet the requirements. As simple as that, and then you have that you then focus on the alignment with business goals, the customer journey improvement the technical and operational. feasibility. And then finally the compliance, the regulatory compliance. Aspects, excuse me. again, here, I put here, the different tools and perspective that you need to be thinking about when you are considering this as well. How easy is? It will be easy for body internal and external users to use. Right? What’s the type of solution? Is it a, you know, is it digital portal is the commercial of the shelf and a lot of that. What’s the technical? And I integrated currently seamlessly with the comments Architectural landscape within the organization, is it easy to integrate or not? And then looking at from a regulation, doesn’t meet the regulations and then user-friendly one. And then the other bits there as well. Same thing as here. we’re looking at the same that data management structure data versus or structured data. You know, operational data exchange between the broker system The insurance system uploads and things like that, if they could be doing it third party integration. What is what is key and a lot of things that you need to be thinking about and having that conversation when it comes to designing as well as you know, the fendo assessment basically, and the key solution assessment and design deliverables, what will you be? Delivering? They can ask you to come up with the Solution Solution pack. Basic options back. So you didn’t have Solution A B C. And then these are what these are the models or the you know, that they can, the functionalities that they have. And this is the percentage of how it’s going to meet. So the pros and cons of this basically and you didn’t think about it as well from a design point of view, from a feasibility point of view from a cost benefits. We have the money. Yeah, this is fantastic. It’s gonna doable. Our project is only setting amount. We cannot cover does it means regulatory, does it means security and you know Bits as well in terms of the organization, right? Documentation and sign off. I think we talked about this earlier. What’s the stage? The stage for me is to cover my back. and then so that even when I look on the project or even anybody calls me down the lances. Why did you implement this? Oh, somebody signed for it. And then there’s that that’s there again. That’s also part of traceability as well. This was, this is this person’s requirements. This is decoder, is requirements. And this is the approval for the stakeholder, and all of that. So documenting that so you must collaborate with the business to take and compliance thing. fact, most of the business teams that are involved in the journey, you will need to collaborate with as well. Is the standard is the same same bit that we do, right? The type, whatever type of document that you want to, you know, generate as well either for me commercial or personal point of view you’re thinking about data requirements, then you need this addictionary. Basically you decide dictionary, you might even need some happy if there is a an integration involved, right? So because so that when the API when you’re basically building the API and confirming the API, and doing the testing of the API, you can use that data mapping and s***, to ensure that you actually miss your requirements and things like that. So you could get sign up from stepping group or board you could be from you need to make sure that you get signal from on the writing. The the governance thing. And then also, you could also even get from a broadcast of distribution team, buying where there is a customer, you know, Facing elements to two things as well. Again I’m just gonna skip that. I’m so mindful of time delivery as a beer, we support end-to-end, right? We don’t say Oh, I’ve done my requirements, That’s it, right? When you’re building the solution, you have to be there to clarify with the with the team. We have to support them to do that. They understand the story. They understand the acceptance criteria. What is the definition of ready? What is the definition of done when they are testing, right? Does it mix because the test A dog, probably come to you and say You know these are the test scenario. I’ve put together, Is this supposed to walk This without testing is working this way, Is it supposed to work this way? And then if there is a defect so that you can easily put that into sprints into the backlog. Prioritize, what box? That needs That needs to be fixed. As soon as there’s any change requests, you need to also be thinking about that as well. And then at the same time, we’re getting the business ready as well. Okay, Training Materials, You will probably be working if you’re not the one putting that together, you might be working with a change change manager to help them put together because you have built the system. You know it you have an understanding of always mental work, helping them to basically understand what the training should look like, what they should combine the training and also any comes and things like that. And so again, same thing for for both aspects as well. What are the two, the techniques that you need traceability matrix? You, you know, you need to be able to do that and you 80 text spa and back changing back impact assessments the cons and training decks stand ups. You will be engaging if he’s agile delivery you will be engaging in obviously all of the, the ceremonies that we’re doing agile as well. And then again, this is kind of like a comparison of your, of your role, right? Looking at it, from a testing and user readiness change and risk aspects, as well. What are your key skills? You need to be adaptable? Because change can happen at any time. Right? You need to be flexible and that you need to be able to respond to change. And things will evolve me delivery. Communication is important that you are communicating your liarsing with the deliberating. The Dev team the training team, the best everybody you are talking to everybody, you are communicating clearly Analytical thinking Can I think through this? So, when there’s a triage of the test connecting to what’s the root cause what would be the problem? They’ve done everything they’ve done right right. But you then, after then think deep in terms of Why is it not working? This is where you coming as well. Again, you have to have an understanding of the business. What, you know, understand what changed means for the front line. What does it mean? What what the project I am walking on? How does it impact? The next the people that are going to be working on it? What’s the impact? What do they need to know understanding their pain points and then obviously going through empathy as well. You have to be empathetic because when it comes to, these guys are already doing something that’s walking on a particular process for 20 years and you just come from nowhere until we’re not gonna do that. We’re going to introduce this. We’re gonna change this. So I’ve been people management skill is very important and that helps with stakeholder management as well. and then, it’s basically looks at the final stages, the benefit realization after I have built and I’ve shipped my walking Products. Right? What does the Oh? That’s it. No. Still again a beer job, doesn’t stop and delivery. We must ensure value is realized and announced over time. So it’s possible that even after your clothes of projects do I still drag you in? to say, he doesn’t look like we are realizing benefits, because the status is what we thought it’s gonna be, but it doesn’t look like maybe my doesn’t some continuous improvement another. That it can be a beer, you change. It can be a business as usual usual, change physically. and you have to think about it from a pool, you have to be doing activity that you as a beer would be the post implementation review. You are assessing using data. This is where data is, like I said, is at the beginning. That data is the new gold is the new thing, right? You need to use data. You can’t just not someone and assumption benefits tracking. How can I track it? This is what we said that we’re going to deliver This is what the project said is going to give us as a form before the key performance and index, and all of that. But now, this is the actual thing. So we said it’s gonna reduce call center volume by 60% but it’s only reduced by 35% why? Then is it? That? Where is it? Is it getting? Where are we getting it wrong? What’s the issue? And all of that? Again, customer feedback loop as well. So for you to gain insight and then you don’t have this iterative roadmap. Propose, you might even need to be the one to propose based off of what’s happening in the real world. You can see, Do you know what this is? What is the new kid thing? I’ve done a bit of research. How we try and think about implementing this, maybe this will help meet our objective or even improve and all of that and then you don’t have playback Playback session. So when you deliver a working, a working product, right? You need to have playback sessions. With them to understand, you know. Is there anything that you they feel like could be included and things like the able to the why that business not just you know the team that you think is gonna be using it but to because there’s always an impact down the line. Commercial insurance. Again is the same thing as well agreement away. Are we looking at? We are talking about to our broker. Are they happy? Basically on the writing quotes turn around. Are we, you know, we said it’s gonna, we’re gonna reduce the timeline for one week or two weeks to now three days. Does it doing that? Or is he not And all of that. What are the key skills that you think again, here, analytical thinking Stakeholder engagement. You have to be innovative. You have to think outside of the box as a BA working insurance. You have to be able to think outside of the box. Documentary because there’s it’s so complex documentation is very key. Yet we say that agile we don’t need documentation. That’s a lie. You need a, you need. And this is where the traceability comes in as well, Whatever is that you’re doing? Make sure that you are documenting it, basically, because it would need to be referred to. Somebody might need to learn from it, as well, for continuous, learning log. And all of that. And then you then track. Performance. So just you know cost collection actions if things are not going the way they’re meant to go, how do you think we can correct it? Do we need to tweak one or two things from what we’ve delivered. I’m very mad that you’re putting on necessarily being mean that you’re delivering an IT system, you could be a process improvement project. when you’re thinking about it from a people and the former people and the culture point of view, it could be that you are involved in the target. Operating model. so you’re thinking about it from people process and technology point of view, So it’s not just necessarily that it’s not that old. It has to be an item delivering an IT system. No, you could be engaged in. You know. Just process but also like for instance, my current project. I’m not only doing process, right? I’m doing up be of a business architecture trying to help them define, what the business architecture should look like to meet market standards and then at the same time, I’m helping them with business and, you know, processes streamlining their business processes so that it’s seamless it delivers on time, there’s no time wasting from Onboarding all the way through down and to the to the air, you know downstream systems and then I’m using that business process to then using a tech to wrap around that to make life easy for the people working there, as well as the the clients as well. So it’s possible that you can be from a process and you know a business architecture process. You know, strategy definition you can be involved in everything or you can just be one aspect of it as well. Okay. what other teams from terms of improvements ongoing improvement, you can think about from your customer. You need to think about it from a customer full course, the metrics the innovation and announcement, what’s happening in the market. You need to be current in the market. Basically, you need to be current and that basically comes to the end of my of my slime. >> David Odepidan: Wow. can we can we just throw in our emergency a round of applause for for our that is that is robotics in-depth information. You can you can get you know, Thank you forget, thank you for doing justice to this. Thank you for your time. We’re happy. To learn from your Knowledge base. So please, if you have any question, you can omit your mic now and Ask your question. If you don’t want to talk, you can drop your question. >> Adefunke Agbaje: Thank you, thanks. Thanks Amy. I know I do apologize this. This Is like a few weeks, course, cramped into one. It’s an hour 30 minutes. I say. >> David Odepidan: No, no. Right? So equip one. Let’s do this. Yes. I just pin a LinkedIn profile there. Please follow our. If you have any other question you want to ask, or you want to connect, please do so. And I also dropped some information right there. If you can watch our session on YouTube at the back community, you can also learn about what we do for new people that I just joining us. Today, I said that, you know, do back is a vibrant space, you know, dedicated to aspiring and professional business analyst, you know, we just try our best to ensure that we and as your skills and also help you navigate, you know, you through your career journey, you know, with confidence. So if you want to join our community I’ve also paying that right there. You can join a community. I would love to have you there, we have a lot going on there. Okay, so I can see energy industry next. Yes, yes, yes, yes. Okay, So thank you so much. I did funke. We really I enjoyed this session is such a big one for me and it’s quite insightful. I’m sure most people here. They’ve you know, they’ve gained one, two or three things and also you’ve broaden their you know, their knowledge about the insurance industry. So thank you very much and I hope that the next time I call you gonna come. >> Adefunke Agbaje: Thanks everyone. Thanks. >> David Odepidan: Okay, thank you. Thank you very much. All right, guys, and it’s a wrap from Our end today? Yes, if you want to follow us and know the next industry because now And in January, it was quite a robust. What? But going forward with Tao, you know, our webinar series to different domains. So if you want to get the right information, real time information, I will tell you to follow also LinkedIn and also Jen a community. That would be big plus for you, okay, please don’t forget to connect it at different care. I’ve been LinkedIn profile there. Yes, somebody is raising is and yemi. Please ask your question. >> Yemi Oke: Thank you, Mr. David for this fantastic session on. >> David Odepidan: Yes, please. >> Yemi Oke: I’ve attended so many people sessions and I can confidently, say this one is a Quite different and unique. Thank you. >> David Odepidan: Okay. >> Yemi Oke: I joined you Whatsapp group. I just want to know because I’ve attended your your sessions twice and I really loved what I I witnessed. So, listen to engage people in your Whatsapp group more often, so I can get enough information and I’m also following your LinkedIn. So that of course, I can benefit from what has got to offer. Thank you. >> David Odepidan: Ok, thank you very much for that yemi. Thank you for your feedback. That’s a good one. So if you want to follow me as well on LinkedIn, my name is that Davido. You can follow me on LinkedIn and also connect. With me, I would love to connect with you personally. Okay, thank you for attending this session and it’s a wrap. We see you next time. Bye everyone.