BA-201 · Question #36
The business analyst (BA) at Northern Trail Outfitters is helping to improve the process for handling customer returns using Salesforce. The BA has completed a current state process map to identify…
The correct answer is C. A story using personas to illustrate potential solutions. Using personas and storytelling makes future-state concepts relatable by grounding them in realistic human experiences that stakeholders can connect with emotionally and practically. This format naturally invites discussion and feedback because stakeholders can see themselves…
Question
The business analyst (BA) at Northern Trail Outfitters is helping to improve the process for handling customer returns using Salesforce. The BA has completed a current state process map to identify areas for improvement. The BA plans to present ideas for a future state return handling process to the larger project team. What should the BA present to the team in a way that is relatable and invites discussion, feedback, and ideas?
Options
- AA prototype for a specific business outcome
- BDetailed technical documentation with annotations
- CA story using personas to illustrate potential solutions
How the community answered
(49 responses)- A14% (7)
- B6% (3)
- C80% (39)
Explanation
Using personas and storytelling makes future-state concepts relatable by grounding them in realistic human experiences that stakeholders can connect with emotionally and practically. This format naturally invites discussion and feedback because stakeholders can see themselves or their customers in the story and react to it. A prototype (Option A) is more prescriptive and focused on a specific outcome rather than open-ended exploration. Detailed technical documentation (Option B) is appropriate for developers but is typically too abstract and dense to stimulate broad discussion and creative feedback from a mixed project team.
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