Step two, convert customer voices to requirements. In step one, we captured the voices of our customers. In step two, we will convert these voices to requirements. When we translate the captured voices to requirements, we must ask questions and clarify on the verbatim commands. probe for deeper understanding and better clarity translate into terms that makes sense to you and your process. Review with customers and process participants and they find and prioritize requirements.

Even has worked on this example for you. The customer says I want the decision on loan approval when you said it would be approved. The need is the loan approval decision is made on time as promised to the customer. The requirements Is that the timeline for the approval decision is less than or equal to five days. Another customer says my company was on the restricted list of your bank. I came to know about this only after we were informed that the loan could not be approved.

Only if I knew that we were on the restricted list, we would have not taken the effort of going through the loan application process. The need is that the customer needs an intimation of whether they are on the restricted list or not. At the beginning of the loan processing stage, does that require an requirement is inform the customer about the restricted list in the initial stages of customer interaction. We have further listed additional customer verbatim commands and their translation to requirements for your review. Pause the video for a moment and please go through the table.