Salesforce Certified Business Analyst — Question 48

The business analyst (BA) at Universal Containers needs to gather information for their project including the steps a user takes to accomplish a goal, challenges a user faces, people the user interacts with, applications they use to complete the steps, and their level of morale as they move through the process.
Which elicitation technique should the BA use?

Answer options

Correct answer: B

Explanation

Journey Mapping is the most suitable technique as it visually represents the steps a user takes, highlighting their experiences, challenges, and interactions throughout the process. While surveys and focus groups can provide valuable insights, they may not capture the detailed, step-by-step user experience as effectively as Journey Mapping.