Case Study: Scrum Project


Scrum and agile methodologies are commonplace in many software projects. Their principles espouse a high level of communication between stakeholders and short development and test iteration cycles to quickly identify misaligned perceptions about the requirements. This case study examines an organisation that used Oystr-styled conversational maps to support a scrum process for the successful implementation and deployment of a new knowledgebase system.

Project Background

This case study focuses on a project to implement a new knowledgebase intranet, based upon Microsoft SharePoint, for a customer call centre. During initial strategy talks for a broader intranet upgrade, the organisation’s steering committee had chosen to use a new knowledgebase for the customer call centre as a pilot. This pilot would gauge the methods and practices to be used for the organisation-wide roll-out of the SharePoint-based intranet platform.

The initial strategy talks identified a number of potential risks so the following conditions were created to mitigate those risks -

  • An agile process (such as Scrum) would be used with short sprints
  • The steering committee would have a periodic meeting at which they could judge the progress of the project and elect to stop it if it was not deemed to be making progress
  • The team would consist of members from ICT, the call centre, the project management office (PMO), the intranet steering committee, and SharePoint/intranet subject matter experts
  • The team would be based in the call centre

Collaborative & Sense-making Techniques

To aid with the Scrum process, Oystr-styled maps were used by the team to capture, communicate, and analyse requirements. This included the use of Oystr-styled maps for (with corresponding links to the redacted Oystr maps) -

These maps were shared between team members and different stakeholders of the organisation as key individuals within the organisation had become accustomed to reading and expanding the maps. As a result, very little was done to export these maps to other formats during the project.