The BA as a conciliator between the customer journey and the business process
Digitization is hot in the world of mortgage loans: customers expect omni-channel banking services seamlessly integrated with their journey to acquire real estate / property. In this light, AXA Bank is in full transformation in order to offer their customers the best possible customer experience.
The challenges that arise are huge because of the number of departments that must agree on the requirements, the number of software applications and vendors that are impacted and the complexity that omni-channel introduces.
To cope with these challenges, the business analysts apply a business analysis framework that allows to elaborate on the various aspects of AXA Bank’s loan origination capability and the value it delivers to the customers on a just enough, just in time basis. Central in the business analysis framework are powerful visuals that keep all stakeholders on the same page to keep the pace in the requirements process.
In this session, the audience will:
- learn about a holistic business analysis framework that they can apply instantly in their current project context
- learn how AXA Bank combines requirements stemming from customer-centric analysis sessions and ‘traditional’ requirements into one structured backlog
- be inspired by the business value that simple, clear visuals can provide