MOR-PROC-028 Version 1 Last Review Date: December, 2024
Feature Request Process
1. Overview
2. Handling Feature Requests
| Step | Description | Details | Action By |
|---|---|---|---|
| 1 | Feature Request received from client | Client | |
| 2 | Feature Request is triaged according to acceptance criteria | - Add ticket to Freshdesk if it wasn't submitted there initially. - Feature Requests from MoreCore team members should also be submitted to Freshdesk. - See Feature Request Acceptance Criteria below. | MoreCore |
| 3 | Feature Request is reviewed, and approved/rejected/on hold | MoreCore | |
| 3A | Initial acceptance is communicated to Client | - see response template - Response to be made via Freshdesk | MoreCore |
| 3B | Rejection is communicated to Client | - see response template - Response to be made via Freshdesk - Update Freshdesk ticket | MoreCore |
| 3C | On Hold status communicated to Client | - see response template - Response to be made via Freshdesk | MoreCore |
| 4 | Feature Request sized (inital) | - Feature Request to receive an initial size estimate, which should include all time required (design, development and testing). This should be very high level. - Estimate to be in hours. - Estimate to be added to Freshdesk ticket. | MoreCore |
| 5 | Initial sizing communicated to client | - see response template | MoreCore |
| 6 | Client provides go-ahead on initial sizing | Client | |
| 7 | Feature Request is fleshed out to a sizable design | MoreCore | |
| 8 | Feature Request is sized accurately, and costed | MoreCore | |
| 9 | Quote for Feature Request is provided to Client | MoreCore | |
| 10 | Quote is approved by client | Client | |
| 11 | Feature Request is added to roadmap | MoreCore | |
| 12 | Feature Request is implemented | MoreCore | |
| 13 | Deployment intention communicated with Client | MoreCore | |
| 13 | Feature Request deployed | MoreCore | |
| 14 | Deployment confirmation communicated to Client | MoreCore | |
| 15 | Invoice suibmitted to Client for payment | MoreCore |
3. Feature Request Acceptance Criteria
Difference between a Bug and a Feature Request
Importantly, before we can consider whether to proceed with a Feature Request, we need to review whether the request is actually a bug, which we should address as a matter of course.
Acceptance Criteria Questions
| Set | Number | Review Question | Required Answer | Example |
|---|---|---|---|---|
| 1 | A | Does the change provide a benefit applicable to any client user, not just the client submitting the request? | Yes | |
| 1 | B | |||
| 1 | C | Does the change provide a functionality that is offered by a direct competitor? | ||
| 2 | A | Is the change likely to provide a quantifiable reduction in support tickets that outways the effort required? | Yes | Improvements in UX in areas that generate support tickets, such as authentication |
| 3 | A | Is the change likely to result in breaking existing functionality? | No | Changes to API's that would cause undesired operation of existing integrations. |
| 3 | B | Is the change of high enough priority that it can be |
4. Communication Templates
4.1. Initial Acceptance (Step 3A)
Hello,
Thank you for sending through a Feature Request.
Fortunately, your Feature Request has been reviewed and found to pass our Feature Request Acceptance Criteria.
The initial estimate for your Feature Request is: (hours) * (rate) = (subtotal) ex GST
Please note that this is a high level estimate only and is provided as an indicative value to enable a rough cost estimate before the work is explored in detail.
If the estimate fits within your ROE threshhold and you would like to proceed to the next stage of the Feature Request process, please confirm via return email. This estimate and your approval of it are for planning purposes and don't indicate a solid commitment from either party.
Once this initial approval is provided, an in-depth review of the Feature Request will occur, which may involve discussion on the fine details, and a Quote will be provided for your approval.
Kind regards,
4.2. Rejection (Step 3B)
Hello,
Thank you for sending through a Feature Request.
Unfortunately, your Feature Request has been reviewed and found not to pass our Feature Request Acceptance Criteria.
(reason)
As such, we won't be proceeding down the Feature Request process with this request.
Kind regards,
4.3. On Hold (Step 3C)