User request intake/routing - looking for some good ideas

[Tom Sienkiewicz]

Hi Everyone,

I'd like to enquire how your organizations are helping to guide the users and route their initiatives through the correct channels. Maybe someone would like to share how your org is doing that.

By the channels I mean - creating a Change or a Demand or a Product Feedback/Idea. Let's assume that Demands would be mostly ending up being Projects/large epics and Product Ideas tend to be on the lighter side, mostly epics/stories.

How do you guide the different personas/user types to know what kind of object they should create?

Do you use a Universal Request approach?

Do you have a single entry form with some sort of guided questions that directs the user to the appropriate form?

Do you just present all users with a basic initial object e.g. Idea and then it is up to the Product Owners/Demand managers to review and decide what becomes of it (kind of like universal request but simpler)?

Or does the intake channel/form depend heavily on the user persona for you and it is clearly stated which user role creates what - if yes, could you share examples?

A particular scenario that becomes confusing in my experience is between "lightweight demand" and a "complex product idea" - any good decision points here?

Many thanks for any feedback and recommendations!

[Pranav_Thanedar]

Hey @Tom Sienkiewicz ,

Here is my perspective on this.

1. You can have a centralized demand form with just enough fields so that users can present their business case. 

2. The demand is then evaluated by Demand Managers. Demand Managers work with individuals who created the demand to get more information around ROI,Time,Financials if any. This is just a premilnary check. The demand is them presented in leadership meeting for further evaluation. 

3. It either gets converted to a project or gets cancelled. There are no enhancements created from demands. 

4. You can also use catalog items for taking enhancements. If the enhancement is big enough, it gets routed through demand and then project. 

5. You can also use innovation management for lighter requests. 

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Regards,
Pranav