A simulated Business Analyst project covering the full lifecycle, from business problem to requirements, design, and Agile delivery, for a customer query management system.
View the Waterflow Documemntation
- About This Project
- Business Problem
- Solution
- Key Features
- System Architecture
- User Roles
- Technology Stack
- Project Documentation
- Project Timeline
- Project Scope
- Success Metrics
- Tools Used
- Skills and Things I Learned
A full BA engagement for Sapphire CQMS, a customer query system built for a fictional company, Zenith.
BA Skills Demonstrated
- Business Requirements Document (BRD)
- Functional Requirements Document (FRD)
- Requirements Traceability Matrix (RTM)
- Software Lifecycle Process Flow (SLPF)
- Wireframes
- Epics, user stories, and acceptance criteria
- JIRA sprint management and Agile artifacts
Zenith managed customer queries manually through Excel, causing:
- No centralized system for query management
- Difficult tracking of agent efficiency
- High risk of unresolved queries
- Slow response times with no SLA tracking
- Poor visibility into customer experience
Sapphire fixes this with:
- Centralized ticket management
- IVR integration for automatic call routing
- Real time SLA tracking
- Smart service centre assignment by proximity
- SMS and WhatsApp notifications
- Reporting to track trends and recurring issues
- A 70 percent cut in response time
Customer Service Agents
- Secure role based login
- IVR integrated call reception
- Ticket creation and management
- Troubleshooting guide access
Service Centres
- Accept or decline assignments
- Update and close tickets
- Track SLA performance
Team Leads
- Monitor team performance
- Approve resolutions
- View SLA dashboards
Administrators
- Manage users and credentials
- Configure system settings
- Generate system wide reports
- Web application layer for all user roles
- Application server for business logic
- Database layer for customer, ticket, and user data
- IVR integration layer for call routing
- Notification gateway for SMS and WhatsApp
- Authentication and authorization for secure access
| Role | Responsibilities | Access Level |
|---|---|---|
| Admin | User management, system configuration | Full access |
| Customer Service Agent | Handle calls, create tickets, troubleshoot | Operational access |
| Service Centre | Accept assignments, resolve issues | Service specific access |
| Team Lead | Approve resolutions, monitor performance | Team oversight access |
| Layer | Technology |
|---|---|
| Frontend | HTML, CSS, React.js, JavaScript |
| Backend | RESTful API architecture |
| Database | Relational DBMS |
| Integration | IVR API, SMS gateway, WhatsApp Business API |
| Security | RBAC, password encryption, session management |
Waterfall Documentation
- BRD, FRD, RTM, SLPF
- UI wireframes
Agile Documents and Artifacts
- Agile artifacts in Excel, epics, user stories, acceptance criteria
- JIRA screenshots, sprint boards, backlog, burndown charts
| Phase | Duration | Status |
|---|---|---|
| Requirements Gathering | 4 weeks | Completed |
| Design and Architecture | 3 weeks | Completed |
| Development | 12 weeks | Simulated |
| Testing | 4 weeks | Simulated |
| UAT | 2 weeks | Simulated |
| Deployment | 1 week | Simulated |
- Web based app with 4 user roles
- IVR call routing
- Ticket creation and SLA tracking
- SMS and WhatsApp notifications
- Support for 200 concurrent users
- 70 percent reduction in response time
- 100 percent query tracking
- 95 percent SLA compliance
- Improved agent efficiency through centralization
- Excel for BRD, FRD, RTM, and Agile artifacts
- JIRA for sprint management
- Wireframing tools for UI design
- Writing a BRD that captures the real problem, not just the symptoms
- Translating business requirements into functional specs a dev team can build from
- Building a traceability matrix connecting requirements from source to delivery
- Mapping a full software lifecycle process flow
- Breaking a project into epics, user stories, and acceptance criteria
- Running sprint management in JIRA, including backlog and burndown tracking
- Defining clear project scope, including what is out of scope