BA-201 · Question #67
The project team at Cloud Kicks is under a tight deadline to implement a new Service Cloud feature. The business analyst, BA has received feedback from the customer that the existing functionality…
The correct answer is A. Journey map. The BA wants to understand pain points from the customer's perspective before writing requirements - this requires an empathy-focused artifact. A process map (B) documents business workflows and steps but does not capture emotional experience or friction points. A capability…
Question
The project team at Cloud Kicks is under a tight deadline to implement a new Service Cloud feature. The business analyst, BA has received feedback from the customer that the existing functionality is difficult to use. The BA wants to better understand the customers pair points before writing requirements. Which document should the BA use?
Options
- AJourney map
- BProcess map
- CCapability map
How the community answered
(33 responses)- A82% (27)
- B12% (4)
- C6% (2)
Explanation
The BA wants to understand pain points from the customer's perspective before writing requirements - this requires an empathy-focused artifact. A process map (B) documents business workflows and steps but does not capture emotional experience or friction points. A capability map (C) represents organizational abilities and gaps at a high level, unrelated to individual user experience. A journey map (A) is specifically designed to visualize the end-to-end experience of a customer, including their actions, thoughts, emotions, and pain points at each touchpoint. It is the ideal artifact for uncovering where the current experience breaks down before translating those findings into requirements.
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