Requirements Elicitation with a Service Canvas for Packaged Enterprise Systems

We present a technique for eliciting requirements based on the use of a service canvas and the results of its application in the early phase of a customer relationship management integration project. The project was a collaboration between a research group and two industry partners. We describe (1) our service canvas, (2) how we designed a set of workshops to elicit the requirements, (3) the support tools used for running the workshops, and (4) the resulting canvas, listing the customer relationship management requirements, that was the basis for the project proposal. We explain how, as participant observers, we conducted the project and how we collected and analyzed the data. We describe what worked well and the lessons we learned. We outline some practical problems that remain unsolved.