The solution

The client collaborated with Virtusa to implement empathize, analyze, conceptualize, and realize framework, also known as the ASD framework. Virtusa executed the 12-week discovery engagement in three phases: BL process functional deep dive, customer journey mapping, and technical assessment. In our attempt to harmonize these phases together using our proven approach for ASD, we carried out multiple tasks as mentioned below:

Identified stakeholders and conducted workshops to create detailed, end-to-end process maps for all business license (BL) services
Documented a prioritized list of customer and employee challenges and pain points
Documented technology inventory – systems and integrations to support the current business processes
Incorporated insights from end customers via direct conversations or conversations with proxy subject matter experts (SMEs)
Offered an end to end customer journey mapping for sales, delivery, and renewal
Defined various personas representative of the customers
Conducted process mapping and customer interview sessions across multiple focus groups
Identified the pain points and improvement opportunities
Evaluated and documented the technical landscape
Created requirement functional matrix on CRUD model for future technical development of their internal and customer portals
Created common future state processes (without tech constraints) for all BL services
Documented a high-level feature mapping for a client-facing portal
Documented high-level requirements for the database of the future

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