Modernise
Modernising a digital payments experience
ANONYMISED PROJECT EXAMPLE
A customer-facing operation
- Modernise
- Connect
- Digitise
- Customer Experience
- ChallengeWhat was the business problem?
A payments journey required modernisation to improve the customer experience while supporting multiple payment methods and operational requirements.
- DiscoveryWhat did we analyse?
Analysed the journey and the rules behind it.
- Customer journey
- Payment flows
- System interactions
- Business rules
- Exceptions
- Operational requirements
- Payment outcomes
- ApproachWhat did we recommend?
Defined the future-state experience and supporting requirements, with particular focus on customer journeys, payment outcomes, system interactions and operational handling.
- DeliveryWhat support was provided?
Business requirements, user journeys, functional requirements, API considerations, error scenarios and UAT requirements.
- OutcomeWhat changed?
A clearer digital payments journey with defined requirements for customer-facing and operational processes.
What this demonstrates
- Digital Transformation
- Payments
- Customer Experience
- Requirements Engineering
- API Analysis
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