IIBA Certification of Capability in Business Analysis CCBA Question # 60 Topic 7 Discussion
CCBA Exam Topic 7 Question 60 Discussion:
Question #: 60
Topic #: 7
The business analyst (BA) assigned to support a legacy system has developed a customer survey to assess its usability. Before distributing the survey, what should the BA do?
The business analyst (BA) should observe customer interaction with the system before distributing the survey to assess its usability. According to the BABOK Guide, observation is “a technique used to elicit information by viewing and understanding activities and their context” 4. By observing the customer interaction with the system, the BA can gain insights into the actual usage, behavior, problems, and preferences of the customers, which can help the BA design a more effective and relevant survey. Validating the survey with the project sponsor, reviewing the risk register with the project sponsor, and updating the project plan to include the survey are important steps, but they should be done after observing the customer interaction with the system. References: 4: BABOK Guide, Version 3, Section 10.24 Observation
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