(contracted work for Critical Mass)
Goal:
The project encompassed nothing short of transforming the online experience for Citicard cardholders, across the site. Making the online experience easier and more enjoyable to use would reduce the reliance on the call centre, as well as engage users and cardholders more, and drive brand loyalty.
Highlights:
Business analyst practice lead, online credit services, user experience, US credit regulations
Technologies/Tools:
Caliber, UML, Interwoven TeamSite
Responsibilities:
- Elicited, validated and prioritized business requirements based on multiple sources – varying business interests, corporate timelines, IT readiness, de-centralized locations, and strategic direction
- Conducted multiple workshop sessions with stakeholders, in order to gain acceptance on final project scope and direction
- In charge of building business analysis practice within Critical Mass, and training colleagues on RUP, UML and use cases, modeled within a user-driven design methodology