BA-201 · Question #163
Northern Trail Outfitters (NTO) has acquired a competitor. The agreement is to migrate the acquired company into NTG's Technological Platforms. One of its challenges is to offer a unified customer exp
The correct answer is B. Understand business objectives, define the intention and audience, lead a journey mapping. When the goal is to design a unified, improved customer experience after a merger, journey mapping is the appropriate strategic tool. Journey mapping visually documents every touchpoint a customer has with a company, revealing gaps and inconsistencies - exactly what NTO needs aft
Question
Northern Trail Outfitters (NTO) has acquired a competitor. The agreement is to migrate the acquired company into NTG's Technological Platforms. One of its challenges is to offer a unified customer experience while strengthening the relationship with its customers. The business analyst (BA) has been asked to translate the business objectives and assemble an improved and standard customer experience. Which strategy should the BA use to accomplish the goal?
Options
- AUnderstand business objectives, define the intention and audience, conduct user experience
- BUnderstand business objectives, define the intention and audience, lead a journey mapping
- CUnderstand business objectives, determine company culture, evaluate processes and user
How the community answered
(26 responses)- A4% (1)
- B85% (22)
- C12% (3)
Explanation
When the goal is to design a unified, improved customer experience after a merger, journey mapping is the appropriate strategic tool. Journey mapping visually documents every touchpoint a customer has with a company, revealing gaps and inconsistencies - exactly what NTO needs after an acquisition. Option B correctly sequences the work: first understand the business objectives (why the experience must be unified), then define the intention and target audience, and finally lead a journey mapping exercise to design the improved experience. Options A and C either use the wrong technique or focus on internal culture/processes rather than the customer journey.
Topics
Community Discussion
No community discussion yet for this question.