Which of the following techniques is the business analyst MOST LIKLEY to use to identify underlying causes of this problem?

A large retail company has asked a business analyst to investigate a problem with declining sales

Which of the following techniques is the business analyst MOST LIKLEY to use to identify underlying causes of this problem?
A . Customer journey maps
B . Scenario analysis
C . Use case diagram
D . Business Activity Model

View Answer

Answer: A

Explanation:

For a business analyst investigating a problem with declining sales in a large retail company, the most likely technique to use for identifying underlying causes would be: Customer journey maps.

Customer journey maps are a useful tool for understanding the customer experience in its entirety, from initial contact through the various touchpoints of engagement with the company’s products or services, to the final purchase (or lack thereof). This technique allows the analyst to identify potential issues or pain points in the customer experience that could be contributing to declining sales. It gives insights into where customers might be dropping off or getting dissatisfied, which is crucial in diagnosing issues affecting sales.