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46 S o f t w a r e & S y s t e m s R e q u i r e m e n t s E n g i n e e r i n g : I n P r a c t i c e

many functions within the insurance industry, there were interactions
with sales, marketing, policy writing, accounting, and independent
insurance agents. The requirements gathering was being done in a
distributed fashion, so it was important to ensure that there was no
duplication of work, and that time was not spent on topics that were
out of scope (e.g., how marketing uses underwriting information).
High-level, color-coded models were used to indicate the distribution
of work and identify out-of-scope topics (see Figure 3.3).

Understanding of Product Needs Is Incomplete
Analysts are often asked to help define requirements for products
where the stakeholders are uncertain of their needs. Sometimes they
are even uncertain as to what the business goals are. There are several
techniques that can be used to assist in clarifying customer needs. One
method, prototyping, is discussed in detail in Chapter 9. Sometimes,
just the act of eliciting requirements with several stakeholders present
will stimulate discussion and help to clarify customers’ needs. Another
technique that we recommend is to start by creating marketing
literature, a user manual, or lightweight specification sheets for the
product. For example, create a simple, two-page marketing brochure
or fictional product advertisement that might be given to customers:
• Is it what the customers want and need?
• Is it feasible to build (with the available technology, time, and
budget)?
• Does it adequately describe, at a high level, the proposed
product features?
• Does it indicate why customers should buy it (e.g., over the
competitive products)?

Such a mock marketing brochure development task might lead to
the conclusion that not enough is known about the market, or perhaps
the business goals are not clear enough. If work does go forward to

<<include>>
<<include>>
Fleet Automotive Insurance
<<include>>
<<include>> Marketing

Accounting
Sales
Underwriting
FIGURE 3.3 Using color to identify subjects that are out of scope