Business Analysis

If you are a Business Analyst (BA) you might have 99 problems but a Problem Statement ain’t one. Check out our latest video on how to define a problem statement.

In the vast landscape of business and technology, the concept of an ecosystem is pivotal. An ecosystem, as defined by Wikipedia, encompasses all organisms and their physical environment, highlighting their interplay. This concept is not only applicable to natural environments but also to technology and business, particularly in shaping the customer experience. The customer experience ecosystem is a fascinating topic, extensively discussed in numerous articles. As a BA, I’ll distill this concept down to its essence, focusing on the ‘experience ecosystem’ and its relevance to human-centered designers. A customer journey maps out the steps a customer takes to accomplish a task or ‘job to be done.’ It illuminates the touchpoints where customers interact with our business and the services we need to deliver. However, the experience ecosystem delves deeper. It considers all the players required to fulfill the steps in the customer journey, including those with multiple touchpoints. For instance, consider a subscription fulfillment process. The customer interacts with their doctor, a prescription issuing app, and the pharmacist. When we undertake customer journey mapping or customer experience mapping, we focus on the customer’s experience with our organization or service. We may even work on cross-agency initiatives, considering the customer journey across all agencies. However, we often overlook the final goal for our customer and the secondary stakeholders and touchpoints that contribute to a truly great experience. In the experience ecosystem, all players influencing the customer experience, both front of house and back end, need consideration. For example, in a subscription app scenario, the app developers focus on the customer’s requirements and interactions with their doctor. However, this doesn’t go far enough. To truly understand the customer journey, we need to consider the broader experience ecosystem, including interactions outside our key customer base. In this case, the pharmacy experience is crucial to the customer journey. By incorporating the pharmacy into the customer journey, we can improve the customer’s prescription experience. This broader approach creates more opportunities for innovation and potential revenue generation, benefiting all players in the ecosystem – the app developer, the doctors, the pharmacist, and most importantly, the customer. As human-centered designers, we need to understand that customers may not always identify the high-priority items that make their lives easier. Our role is to elucidate concepts like the experience ecosystem, helping them understand where work needs to be done to generate true value and fulfill the benefits we initially set out to achieve.

In the dynamic world of Agile methodologies, the role of a Business Analyst (BA) is often overlooked. However, as the Better Business Analysis Institute highlights, BAs can be the secret weapon that supercharges a Scrum team’s productivity and efficiency. The Value of a Business Analyst: BAs bring a unique perspective to Scrum teams. They bridge the gap between needs and technical solutions, ensuring that every sprint delivers maximum value. As the BBA Institute emphasizes, BAs are skilled at translating complex business requirements into actionable tasks, helping the team stay focused and aligned with the company’s strategic goals. Data-Driven Decision Making: BAs are data wizards. They use analytics to inform decision-making, helping the team prioritize tasks based on their potential impact. This approach, championed by the BBA Institute, ensures that every sprint contributes to the bottom line, maximizing the ROI of the team’s efforts. Enhanced Customer Engagement: BAs are customer advocates. They understand the customer’s needs and expectations, and they ensure that these are reflected in the product backlog. This customer-centric approach, as advocated by the BBA Institute, enhances user satisfaction and fosters loyalty, driving long-term growth. Boosting Brand Awareness: By ensuring that the product meets the customer’s needs, BAs indirectly boost brand awareness. Satisfied customers are more likely to recommend the product to others, expanding the company’s reach on social media and beyond. In the fast-paced world of Agile, BAs are the unsung heroes. They ensure that every sprint delivers value, maximizes ROI, and enhances customer satisfaction. By leveraging the skills of a BA, Scrum teams can achieve their goals more efficiently. Want to learn more power of Business Analysts in Scrum teams? Visit the Better Business Analysis Institute for top tips and insights from industry experts. Let’s drive growth together! #Scrum, #BusinessAnalysis, and #Agile