Digital Banking Platform Enhancement Project

In this project, I was assigned as the Business Analyst to address a critical service limitation identified by the organization. The company communicated that customers were experiencing restricted access to support due to limited operating hours and extended wait times when contacting the service center. The result was increased customer dissatisfaction and significant operational costs tied to high call volumes. My role was to understand these business concerns, gather detailed requirements, and support the delivery of a digital solution that aligned with organizational objectives.

After initial discussions with leadership and key stakeholders, I received a clear directive: the organization wanted to introduce full online self-service capabilities so customers could manage their accounts at any time. Based on this direction, I initiated comprehensive requirements analysis sessions, conducted stakeholder interviews, documented current-state challenges, and translated the business goals into actionable and structured business requirements.

I collaborated closely with product owners, operations teams, customer service, and technical leads to define the functional capabilities needed for the new digital platform. These requirements included user registration, authentication, credential recovery, and profile maintenance—forming the core of digital profile management. I also documented requirements for account-related functionality such as viewing summaries and transaction history, updating personal details, and accessing or downloading statements. For financial operations, I captured requirements for bill management, bill payments, fund transfers, and transaction history views. Additionally, I gathered and refined requirements for check-related capabilities, including ordering, modifying, canceling, and managing recurring check orders.

Throughout the project, I ensured traceability between business goals and functional requirements, validated feasibility with technical teams, and maintained alignment with compliance and customer experience expectations. By structuring and communicating these requirements effectively, the project moved forward with a clear and unified understanding of what the organization needed to deliver.

The resulting solution provided customers with continuous access to essential services, reduced pressure on the service center, and supported the organization’s broader digital transformation initiative. My role ensured that the business needs were accurately captured, translated, and delivered, enabling the team to implement a solution that directly addressed the challenges initially identified by the company.