Salesforce Business Analyst Certification Practice Exam

When migrating an acquired company onto new technological platforms, which strategy should a BA focus on to improve customer experience?

1. Understand business objectives, conduct user experience research, and design an improved user experience

2. Define intention and audience, then update any existing digital platforms

3. Focus solely on integrating technical specifications of the platforms

4. Gather feedback from the new company's ex-employees

The correct answer is: Understand business objectives, conduct user experience research, and design an improved user experience

To improve customer experience during the migration of an acquired company onto new technological platforms, focusing on understanding business objectives, conducting user experience research, and designing an improved user experience is crucial. This approach emphasizes the importance of aligning the new technological solutions with the actual needs and desires of end-users, ensuring that their experience is taken into consideration from the outset. Understanding business objectives allows the business analyst to identify the key goals that the migration aims to achieve, such as enhancing customer satisfaction, increasing efficiency, or driving sales. Conducting user experience research provides insights into how current users interact with the existing systems, what pain points they encounter, and what features they value most. This knowledge is vital for designing an improved user experience that addresses the specific needs of customers. By prioritizing user experience in the migration strategy, the business analyst ensures that the end result is not just a functional platform but also one that is intuitive and useful to customers, ultimately improving their overall satisfaction and engagement with the company’s services and products. This holistic approach is more effective than merely focusing on technical specifications or making updates without customer insight, as it promotes a user-centered design that actively considers the customer’s journey and expectations throughout the transition.