Statement of Work

Journey Mapping Software

1.0 Background 3
2.0 Scope 3
3.0 Requirements for the Journey Mapping Software 3
3.1 Functional Requirements 3
3.2 Data Collection Requirements 4
3.3 Data Collection Requirements 4
3.4 User Experience Requirements 4
3.5 Collaboration Requirements 5
3.6 Change Management Requirements 5
3.7 Scalability Requirements 6
3.8 Training Requirements 7
4.0 Security 7
5.0 Places of Performance 7
6.0 Period of Performance 8
7.0 Inspection and Acceptance 8

1.0 Background
Customer experience and the related activity of journey mapping have become increasingly important to SSA. The agency is in need of a tool that will facilitate the journey mapping process, and serve as a repository of knowledge about our internal (employee) and external (public) customers.
While the software is being purchased primarily for use by the User Experience Group in the Office of Systems, the agency seeks a tool that can be used by multiple components.
2.0 Scope

The following services are required for the journey mapping software procurement:

• Provide software and installation support.

• Provide documentation.

• Provide training.
3.0 Requirements for the Journey Mapping Software

Unless otherwise noted, all requirements are required.
3.1 Functional Requirements

a. The tool must support the creation of current and future-state journey maps.
b. The tool must support the visualization of the customer's journey from end-to-end.
c. The tool must support the drill-down of data at each touch point.
d. The tool must be sortable by customer persona.
e. The tool must allow for attaching documents, audio, and video files to each touch point.
f. The tool must allow users to annotate notes to journey maps, in order to call out areas of interest.
g. The tool must include a variety of map types and templates.
h. The journey mapping tool shall be support real-time changes.
i. The journey mapping tool must be scalable to support at least 150 users.
j. Software Environment
The test tool shall be installable in the standard SSA software environment, which currently consists of the following:

i. Workstations: Microsoft Windows 10, Internet Explorer 11
ii. Servers: Windows Server 2012
iii. Databases: Microsoft SQL, Oracle DB, IBM DB2
3.2 Data Collection Requirements

a. The journey mapping tool must accept data via the following methods:
i. Real-time from end users
1. Employees who are using agency applications and Intranet sites to conduct their work;
2. Members of the public who are using SSA's public-facing Internet applications;
ii. Automated or scheduled from stored data sources; and
iii. Direct data entry.
b. The journey mapping tool must allow SSA employees access to raw data.
c. The journey mapping tool must allow users to attach audio and video links.
3.3 Data Collection Requirements

a. The tool must export data in formats that can be imported into other tools, including, but not limited to:
i. Excel, CSV, and/or other common file format;
ii. PDF; and
iii. Image (e.g. jpg).
3.4 User Experience Requirements
a. The journey mapping tool must provide SSA with a free trial period of a minimum of thirty (30) business days for a minimum of thirty (30) users.
b. The journey mapping tool must adhere to the following accessibility standards:
i. Section 508 standards (current);
ii. WCAG 2.0 guidelines (all Level A and all Level AA); and
iii. New Section 508 standards (published January 9, 2017).
c. The user experience of the tool must be deemed acceptable by SSA's User Experience Group (UXG) for users who are not using assistive technology (AT), as well as users who are using AT's including, but not limited to:
i. Screen readers;
ii. Screen magnifiers; and
iii. Speech recognition software.
d. (Optional) The vendor's design and testing methodology and/or usability test findings should be made available to SSA's UXG.
i. Associate a Confidence Level with each test result (likelihood that a result is not a false positive); and
ii. Associate a Risk Impact Level (Severity) for each test result (extent that a positive result will negatively affect an end user's ability to complete essential tasks).
3.5 Collaboration Requirements
a. Journey maps must be downloadable into a variety of formats, including but not limited to:
i. Excel, CSV, or other common file format; and
ii. PowerPoint, PDF, image (e.g. jpg), and/or other common presentation format.
b. The tool must support collaboration in real time with users at multiple physical locations.
c. The tool must allow users to annotate and/or make comments on journey maps.
3.6 Change Management Requirements

a. The journey mapping tool must allow users to track changes.
b. The tool must include versioning control.
3.7 Scalability Requirements

a. The following aspects of the tool must be scalable:
i. Number of users allowed;
ii. Number of touch points;
iii. Number of maps;
iv. Number of projects; and
v. Sharing, exporting, and branding.
 
3.8 Training Requirements

a. The vendor must provide adequate training via suitable delivery channel(s), such as:
i. In person on site;
ii. Documentation, online materials, and videos;
b. The tool must contain a robust help system.
c. The tool must contain video tutorials.
4.0 Security

All personnel performing services, on-site, under this Statement of Work must have suitability clearance letters for Low Risk IT 1C level.