Billing Analysis Tools
Focal Communications Corporation

the project: Develop billing analysis toolset for Focal customers.

my role: To determine the types of analyses Focal customers need to perform on their monthly billing data, and what online tools might be most useful for them, I conducted a series of one-on-one interviews with the finance staff at several key Focal customer sites. I also conducted market research to determine the types of services Focal competitors were offering. I used the interview data and research to write a survey which I delivered to Focal customers via the focal.com website ( I also coded the survey web pages). I publicized the survey to customers via direct e-mail, and via printed notices on the paper invoices they receive each month. I offered entry into a drawing for a Palm Vx as incentive to complete the survey. I conducted the survey for two months and received substantial response. I used the interview and survey data to outline specifications for web-based billing analysis tools that will be delivered via the Focal customer extranet.

the results: Gathered extensive customer and market data; developed detailed product specifications for tools to greatly facilitate and improve customers' accounting procedures regarding Focal billing.