Salesforce Certified Business Analyst — Question 35

Northern Trail Outfitters (NTO) has acquired a competitor. The agreement is to migrate the acquired company into NTO'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?

Answer options

• A. Understand business objectives, determine company culture, evaluate processes and user experiences, interview stakeholders, and add improvements to the integration roadmap.
• B. Understand business objectives, define the intention and audience, lead a journey mapping workshop, find opportunities for improvement, and update the journey map.
• C. Understand business objectives, define the intention and audience, conduct user experience research, analyze the research results, and design an improved new user experience.

Correct answer: B

Explanation

Option B is correct because it emphasizes understanding the business objectives and directly involves stakeholders through a journey mapping workshop, which is crucial for identifying areas of improvement in the customer experience. Option A, while focusing on understanding objectives and stakeholder engagement, lacks the specific focus on journey mapping that is critical for this context. Option C, though it includes user experience research, does not engage the stakeholders in mapping out the customer journey, which is essential for unifying the customer experience.