Mary, a claims processor, has walked through her process several times with you, but it is still unclear what happens when there are exceptions. What would be a good approach to gathering that information?
- Review existing documentation
- Perform the task
- Conduct a facilitated session
- Observe and ask questions
You Answered: B
Correct Answer: D
You may not have enough subject matter expertise to perform the task yourself. Observation is an excellent technique to capture details for exception/error handling or if the business analyst is unfamiliar with the business area.