Case Study: Complex Requirements Elicitation in Insurance Claims Management
Retail Case Study: Requirement Elicitation
Problem Statement
A leading retail chain wants to improve its customer experience and operational efficiency through a modernized
point-of-sale (POS) system. The current system is outdated, lacks integration with inventory management and loyalty
programs, and provides limited analytics for sales trends. This has led to slower checkouts, inventory mismatches, and
poor customer retention.
High-Level Requirements
1. Integrated POS System: Enable seamless integration of the POS with inventory management, CRM, and loyalty
programs for real-time updates and tracking.
2. Enhanced User Interface: Develop an intuitive, user-friendly interface for cashiers to reduce checkout time
and training efforts.
3. Sales Analytics: Implement a feature for generating detailed sales reports and trend analysis to aid decision-
making.
4. Mobile and Contactless Payments: Support diverse payment methods, including mobile wallets and
contactless payments, to align with customer preferences.
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Requirement elicitation Questions to be asked by BA to gather requirements
1. Questions for Business Stakeholders (Retail Store Managers, E-commerce Teams, CRM Teams)
General Business Context
What are the primary business goals for upgrading the POS system?
How do you envision the new system improving the customer shopping experience?
What are the top three challenges with the current POS system?
How do you currently manage inventory, and what improvements are needed in inventory tracking?
POS System Features
What specific functionalities would you like in the POS system to improve efficiency?
Are there any existing features in the current POS system that should be retained or enhanced?
How important is the integration between the POS system and other systems (e.g., CRM, inventory
management)?
What kind of user interface would work best for your staff to speed up checkout times?
Customer Experience and Personalization
How would you like to personalize promotions or discounts for customers in-store and online?
What customer data is critical for improving engagement and loyalty (e.g., purchase history, preferences)?
How would you like the system to handle customer loyalty programs and points redemption?
Sales Analytics
What types of sales reports or dashboards would be most valuable for decision-making?
How often do you need sales data and insights (e.g., real-time, daily, weekly)?
What key metrics do you track (e.g., sales volume, conversion rates, customer retention)?
Payments and Checkout
What types of payment methods should the new system support (e.g., credit/debit cards, mobile wallets)?
How can the checkout process be streamlined to reduce wait times and improve customer satisfaction?
Are there any specific requirements for handling refunds, exchanges, or promotions at the checkout?
2. Questions for IT/Technical Teams (Developers, System Architects)
System Integration
What existing systems (CRM, inventory management, marketing platforms) need to integrate with the new
POS system?
Are there any current technical limitations with integrating the POS system with other systems (e.g., ERP)?
What data standards or formats should be followed for seamless data exchange?
Security and Compliance
What security measures must be in place for handling customer data, especially payment information?
Are there any regulatory requirements (e.g., PCI-DSS for payment data security) that the system must comply
with?
Scalability and Performance
How many POS terminals need to be supported across stores?
What volume of transactions should the system be able to handle during peak hours (e.g., holiday season)?
How quickly should the system respond when processing transactions, especially during high traffic periods?
3. Questions for End Users (Cashiers, Sales Associates, Customers)
Usability and Workflow
What pain points do you face while using the current POS system?
What features do you wish the current POS system had to make your work easier or faster?
How do you prefer to receive customer information at checkout (e.g., through an easy-to-read screen, quick
access to past transactions)?
How would you rate the training required for a new system? What would make it easier for you to learn?
Customer Interaction
How do you currently interact with customers during checkout (e.g., asking for discounts, helping with loyalty
signups)?
What would help improve your interaction with customers during the checkout process?
Technology Preferences
Would you prefer a touchscreen interface, keyboard, or mobile device for handling payments and
transactions?
How open are you to using mobile devices or tablets for assisting with checkout or managing inventory?
4. Questions for Marketing and E-commerce Teams
Omnichannel Integration
How would you like the new POS system to integrate with the e-commerce platform and mobile app?
How can the system help in unifying customer profiles across online and offline channels?
What tools or features do you need for creating targeted offers, promotions, or discounts for both in-store and
online customers?
Customer Retention and Loyalty
What loyalty features should be integrated into the POS system to ensure a seamless experience for
customers in-store and online?
How can the POS system help track customer engagement with loyalty programs and promotions?
5. Questions for Senior Management (Executives, Project Sponsors)
Strategic Goals
What is the timeline and budget for the implementation of the new POS system?
What key outcomes do you want to achieve with the new system (e.g., increased sales, improved customer
satisfaction)?
How do you measure success for IT projects, and what metrics should be tracked post-implementation?
Cost and ROI Considerations
What is the expected ROI for implementing the new system, and how will this impact your overall business
strategy?
Are there any specific cost-saving goals (e.g., reduced checkout time, improved inventory management) tied to
the project?
