Visor Insurance | Information System Analysis

Module Title Information Systems Analysis

Assignment Title VISOR INSURANCE
Examination Cycle Winter 2022
Candidate Name AYE AYE
Candidate No P000000

Centre Name KMD Computer Centre (Yangon)

Submission Date: 7-Oct-2022

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 Visor Insurance | Information System Analysis

Statement and Confirmation of Own Work

Programmed/Qualification name: Level 5 Diploma in Computing IT

All NCC Education assessed assignments submitted by students must have this statement as
the cover page or it will not be accepted for marking. Please ensure that this statement is either
firmly attached to the cover of the assignment or electronically inserted into the front of the
assignment.

Student declaration

I have read and understood NCC Education’s Policy on Academic Dishonesty and Plagiarism.
I can confirm the following details:

Student ID/Registration number : P000000

Name : AYE AYE
Centre Name : KMD Computer Centre (Yangon)
Module Name : Information Systems Analysis
Module Leader : AYE AYE KYAW
Number of words : Words

I confirm that this is my own work and that I have not plagiarized any part of it. I have also noted
the assessment criteria and pass mark for assignments.

Due Date : 7-10-2022

Student Signature :

& Submitted Date : 7-10-2022

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 Visor Insurance | Information System Analysis

Table of Contents
Introduction..............................................................................................................................................4

Task-1 Analysis.......................................................................................................................................7

Task-2 ETHICS.......................................................................................................................................10

Task-3 SWOT Analysis........................................................................................................................12

a) Analyst of SWOT............................................................................................................................12

b) Technology factors and solutions of weakness and threat.......................................................13

Task-4 User Requirement and Design.............................................................................................15

a) The characteristics and requirement and the hierarchical task of Visor insurance’s Claims
Representative....................................................................................................................................15

b) The design of the customer account profile page......................................................................17

Task-5 Reflective Practice..................................................................................................................19

Candidate Checklist............................................................................................................................21

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 Visor Insurance | Information System Analysis

Introduction

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 Visor Insurance | Information System Analysis

Task 1
Analysis

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1.1 Information gathering methods

Method Advantages Disadvantages

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Interviews  Can be asked again as needed
(Face-to-face) based: When asks questions
about the information system of
Visor Insurance through a face-to-
face interview to stakeholder, the
questions can be asked again as
needed based on the answer of
the respondent.
 Can pick up non-verbal cues:
The interviewer can capture non-
verbal cues from the respondent
through the face-to-face interview.
Discomfort, stress, and problems
experienced by the respondent
can be identified through frowning,
nervous taping, and other body
language displayed by each
person unconsciously.
Observation  Observation is the only suitable
tool for certain cases: By
observing the Visor Insurance
 More time consuming:
It takes a lot of time to gather the
interviewees needed to collect data
from the 1500 employees in Visor
Insurance and to analyze and
report the data obtained.
 Data quality is often reliant on
the expertise of interviewer:
It is also possible that interviewer
does not ask question about the
main points of visor Insurance’s
current information system and
only asks for unnecessary
information. Sometimes the
interviewer may also ask biased
questions that may affect the
respondent’s response.
 Slow Investigation: Observation is
a time taking process. observe of
the system data will not be known
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workplace, one can directly see in a short time. In addition, it is

some situations where some
verbal information about the
behavior, feelings and activities of
the employees cannot be
provided.
 Expensive: Observation is an
 Not require the dedicated time
of stakeholders: Observation
does not require stakeholder time
to collect data. If the managing
director does not have time to
conduct an interview, observing
the work of Visor Insurance
employees is a good method of
gathering data.
possible that the observer did not
collect enough specific data about
the current system and only
collecting the general data.
expensive affair. It requires high
cost, a lot of time and hard effort.
There may be transportation and
other costs incurred by the
Observer to go to the Visor
Insurance work environment for
observation.

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 Visor Insurance | Information System Analysis
Documentation Sampling  The data collection time is fast:
When collecting data about Visor
Insurance's current information
system, it is better to take 50
documentation samples than to
ask 15 questions to each
stakeholder in the organization.
Therefore, documentation
sampling can save time and be
faster than other methods.
 Can study more deeply:
Documentation Sampling allows a
deeper study of aspects of the
data. Data collection time is fast
so there is more time to analyze
and interpret Visor Insurance's
current system.
 Difficult in selecting a truly
representative sample data:
When taking a documentation
sample from Visor Insurance,
reliable and accurate results can be
generated only if it is the right
representative data about the
system currently in use. Selection
of a truly representative sample is
difficult when the phenomena
under study are of a complex
nature.
 Sufficient knowledge of the
subject: Using the documentation
sampling method requires sufficient
subject-specific knowledge of
sampling technique. Sampling
includes statistical analysis and
calculation of probable error. When
an analyst who does not have
specific knowledge of information
system analysis, he can make
serious mistakes. For this reason,
the results of the study are
misleading.
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Questionaries  Rapidity: There is no need to go  Unreliability: Information obtained

(Paper and email)
 This puts less pressure on
to the Visor insurance office and
meet or wait for the person who
will answer the question. Answers
can be received very quickly
through the questionnaire method.
respondents: The employee who
answers the question is not an
observation or interview method,
so he is free to answer according
to his opinion about the current
Visor insurance system, and he
can answer in his spare time, not
during working hours.
through the questionnaire cannot
be claimed to be reliable or valid.
For example, regarding the current
information system of Visor
Insurance, the respondent
employee may have easily
misunderstood the meaning of the
question. In addition, the analyst is
not in a position to know the
gesture and expression of the
respondent stakeholder while
answering.
 Illegibility: Sometimes analysis
can be difficult when analyzing data
due to the unevenness of the
handwriting of the respondents who
answered the paper questionaries.
Also, in emailed questionnaires,
there are difficulties in analyzing
the necessary data due to
abbreviations and unclear terms.

1.2 Conclusion
Recommend to use mixed of observation method and face to face interview method. When
using observation method and face to face interview method together, a qualitative method will
be obtained. By adopting a qualitative methodology, a prospective analyst can refine
preconceived notions, as well as extrapolate the thought process, analyzing and estimating
problems from a deep perspective. By face to face interviewing the Managing Director of Visor
Insurance can eliciting of pertaining to a very wide range of data about his experiences of the
current system, the features he wants to include when implementing the new system, also
known his thoughts and ideas. By referencing the data obtained from face to face interviewing
the managing director and then do observing at the workplace, can thoroughly evaluate the
daily requirements of the system currently used in Visor Insurance. Employee skills, knowledge,
strong characteristics, and potential shortcomings can be easily and unbiasedly detected while
monitoring them as they do their jobs.

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1.2 Stakeholders Matrix

High Power, Less Interested People: High Power, Interested People: Must be
Must be constantly informed and satisfied fully engaged and kept satisfied
High
Call Center Manager Managing Director
Line Managers Board of Directors
Power
Low Power, Less Interested People: Lower Power, Interested People: Need
need to speak and monitor to be informed and discussed to make sure
they don't have major concerns
Admin Staff
Low Human resource personnel Underwriters
IT team Customer Service Advisors (CSAs)
Accountants Claims Representatives
Customers

Low Interest High

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Task 2
ETHICS

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2.1 ETHICS
Below, five ethics questions were asked to customer service advisors to determine their job
satisfaction.

Do they feel their skills are being used to their fullest?

It can find out if CSAs are satisfied with their current job.

What is more important to them, advancement or salary?

It can see how interested some CSAs are in this work and its can also know their expectations
of the job.

What do they think is the most important task in their job?

This information can help them better understand what responsibilities employees in the CSA
position should focus on the most, which can improve business operations.

What are their ideal working conditions to be most productive?

It is possible to know which factors should be considered when implementing the new system to
be improve productive than now.

Do they feel they have a good working relationship with their colleagues?

It can know if there is good communication between colleagues from other departments and
CSAs in the company.

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 Visor Insurance | Information System Analysis

Task 3
SWOT Analysis

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3.1 Analyst of SWOT in Visor Insurance
Strength
 Existing customer is a strength for
visor insurance to generate recurring
revenue. Visor Insurance provides
information about their products
through the website so that the
customers can easily view the
product’s information.
 At Visor Insurance CSA and Claim
representative are work together
about the customer submitted claims
so they two have a strong internal
communication.
Opportunities
 Government changes in personal
insurance legislation in the last year
can open up new market for the Visor
Insurance. It provides a great
opportunity for the Visor Insurance to
build new revenue streams and
established to new product and
improved system too.
 Customer base have increased in
Visor Insurance. Having a strong and
loyal customer base can opportunities
to market development will lead to
dilution of competitor’s advantage and
enable Visor to increase its
competitiveness compare to the other
competitors.
Visor Insurance | Information System Analysis
Weakness
 Some CSAs and claim
representatives do not update the
CMIS immediately after contacting
with customers. This sometimes leads
to inaccuracies such as data held,
loss of data and data not being
updated. This has resulted in
customer complaints.
 Due to the increase in the complexity
of the business, the management
system can no longer provide
sufficient support as needed.
Threat
 Customers feedback indicates low-
medium satisfaction because the
instruction in using the online account
session is confusing and not easy to
make changes.
 There have been cases, passwords
used when customers log into their
account have been leaked, so
customers have submitted reports to
the information commission on data
protection issues because Visor
Insurance did not properly verify
customer data.
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3.2 Recommendation to resolve the technical factors found in the

Weakness session

3.2.1 Complexity of the business

As the company grew, the complexity of business operations increased and Visor Insurance's
management system could no longer meet the needs of the business. If it is recommended to
solve the problem, it is to upgrade the current management system. upgrading could be a cost-
effective way to streamline the business rather than creating a new system. This solution also
gives them the ability to refine and streamline their operational management process.

3.3 Recommendation to resolve the technical factors found in the

Threat session

3.3.1 Data protection issues

To protect customer data, first determine if Visor Insurance already has internal safeguards
in place to protect the data. Internal safeguards are CRM tools and two-factor
authentication (2FA). CRM tools, which can keep customer data in a centralized location.
CRM platforms can consider data location and avoid storing data in multiple areas. Two-
factor authentication works by using two independent authentication methods to secure an
account. The second method of authentication usually needs to be verified with something
in personal possession, like the customer's phone, in addition to the normal username and
password. (Molinaro, 2022) 2FA can reduce breaches associated with compromised
passwords. Beyond CRM and 2FA tools, Visor Insurance is expected to invest technologies
in encryption, built-in malware protection, and blockchain to protect customer data. (Mathis,
2022)

3.3.2 Low-medium customer satisfaction in using the online account

The Visor Insurance website must show customers how to use the online account in a clear
content format and image or video files. In the design of the website, the search bar and
navigation bar must be clearly designed to be user friendly. Visor Insurance also can help
the customer through FAQs (Frequently Asked Questions) which help them provide all the
relevant and necessary questions. Providing an FAQ is a great way in which the business
can achieve customer satisfaction, which also involves resolving their queries.

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Task 4
User Requirement
and Design

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4.1 Analyzing of the Users and Tasks

Analysis of users and tasks for interface design contributes to a great user interface for the new
system design by getting to know and understand users, their work and the environments in
which they work. (Anon., n.d.)

4.1.1 User Analysis

User analysis identifies the characteristics and requirements of interface users such as their
skills and knowledge, organization specific skills.

4.1.1.1 Characteristics of Visor Insurance’s Claim Representatives

 Claim Representatives interact with many people every day, including customers, CSA
and other related experts. So, they have effective communication skill. The ability to
effectively communicate essential details to different people each time is an integral part
of being a claims representative. (Anon., 2022)
 Claims representatives is always work with customer who have experienced losses and
are submitting claim. So, they have customer service skill. They assist customers by
answering customer questions, requesting more information, and resolving issues.
 Claim Representatives rely on CMIS software to carry out their duties. So, all the claim
representatives in Visor Insurance have computing skill. They use CMIS to calculate
claims estimates and other related information.

4.1.1.2 Requirements of Visor Insurance’s Claim Representatives

 In Visor Insurance all claim representatives needed time management skill. They need
immediately update CMIS after the contact with customer. Contacting with customer,
researching information, verifying facts and sharing payment estimates for each claim
are simultaneous tasks a claims representative completes every day. Excellent time
management skills allow the representatives to complete all their tasks on time while
providing timely updates to their customers. (Anon., 2022)
 In Visor Insurance, claim representatives should not rely every time on software to help
judge insurance for all active policy claim. They also needed analytical skill. Analytical
skills help check and double check minor details to ensure important information is not
overlooked. Detail-oriented claims representatives can verify, interpret, and analyze data
to help share accurate information with CSAs and relevant experts. (Anon., 2022)
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4.1.2 Hierarchical Task Analysis

Claim
Representatives

2.
1. Use of software to 3.
Opening a claim assess whether or not Calculating the paymet
the company is liable for
all active policy claims.

1.1
Checking that the
Customer Policy is active
2.1
1.2 2.2 3.1 3.2
If the claim is out of date, Updating the system to Sending the customer an Conducting additional Requesting advice from
show whether claims are
the policy will be flagged email givien the decision research experts
accepted or rejected

The Hierarchical Task Analysis diagram above describes the claims representatives' activities
and processes in handling online-submitted claims, where the tasks are broken down into a
series of sub-tasks and stages.

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4.2 Designing a New Interface

The goal of good user interface design is to make navigating a website or app easy and
enjoyable for users. If customers feel comfortable on the Visor Insurance website, they are more
likely to become repeat visitors and may increase their customer base. (Anon., n.d.)

4.2.1 Interface Design Principles into customer account profile page

In that picture, there are account setting, notification, policies, password and security tabs on My
Profile page. In account setting, customers can easily update their contacts. In each tab in My
Profile page, customers can easily view and edit the information.

Easily Navigate

Main menu was included with links to commonly used pages so that they can easily navigate
the website. This not only makes the Visor Insurance website more user-friendly, but also
encourages users to explore the website and puts them in control of their journey. (Anon., n.d.)

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Provide Relevant Feedback

Given Acknowledge or provide feedback when a certain action is completed or the result of an
action. For example, when updating information, let the user know what meets the requirements
and what is missing. (Anon., n.d.)

Visual Clarity

The user needs to understand which parts of the page are most important. For example, bigger
and more colorful buttons or links attract attention and thus serve as an indicator that they are
more important. Made it clear which tab is for which action, using common icons and unique
labels. (Anon., n.d.)

Enable Effective User Input

Focusing on improving the efficiency of user input is vital. In some cases where input requires
validation, such as country select fields, a simple and well-performing alternative is an
autocomplete field. This eliminates unwanted errors caused by manually typing user input. And
also, by providing a "Help" button on the website where customers can find answers to their
questions and solutions to their problems. (Anon., 2022)

Briefly, designing the interface of website can give Visor Insurance to more attract customers,
credibility, deliver effective sales and marketing messages and help Visor communicate more
effectively with customers.

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Task 5
Reflective

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5.1 Critical Review

Using with Rolfe, G., Freshwater, D. and Jasper, M. (2001) model, I will review the learning that
I have undertaken in order to complete this assignment.

5.1.1 What

I was assigned to complete the assignment to examine the knowledge and skills I gained during
this module. I'm really interested in the subject of information system analysis and I focus the
teacher's explanations on this in the class. First, I read the giving scenario several times before
doing the tasks included in the assignment.

5.1.2 So What

When I do the assignment, I need Information and other knowledge about the information
system analysis. So, I read the giving scenario several times and wrote some recommendation
with my own thoughts. Also, I researched and read the necessary information on the internet
and made references. In addition, there were difficulties such as internet connection problems
because the class was conducted only online. So, when I was faced with a situation where the
internet connection was down, I had to review the lessons record videos and when I did not
understand, I asked the teacher to help me explain.

5.1.3 No What

After completing the tasks in the ISA assignment, I have a better understanding of the business
information systems analysis than before, and my business thinking skills have improved. In the
future, I would like to learn more about the business information systems, operations and user
interface design, measurement of ETHICS that I am currently doing on assignment. Additionally,
I will apply what I have learned and understood in this assignment in the future when I enter the
workplace.

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 Claim Representatives interact with many people every day, including customers, CSA
and other related experts. So, they have effective communication skill. The ability to
effectively communicate essential details to different people each time is an integral part
of being a claims representative. (Anon., 2022)
 Claims representatives is always work with customer who have experienced losses and
are submitting claim. So, they have customer service skill. They assist customers by
answering customer questions, requesting more information, and resolving issues.
 Claim Representatives rely on CMIS software to carry out their duties. So, all the claim
representatives in Visor Insurance have computing skill. They use CMIS to calculate
claims estimates and other related information.

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