2. Requirements Gathering

Approach: double-diamond (diverge/converge), service blueprints, event storming, journey mapping for top 5 use cases.

Inputs: stakeholder interviews, legacy reports, ticket analysis, compliance mandates, UX research.

Outputs:

• PRD/BRD with prioritized epics & user stories.

• Acceptance Criteria (Given/When/Then) per story; include NFRs.

• Data model (entities, relationships, ownership), glossary, mapping from legacy fields.

• Security & privacy requirements: roles/permissions, audit, retention, consent flows.

• Reporting & analytics needs: KPI definitions, dashboards, export cadence.

• Sample user story:
• “As a Case Owner I can assign a case to a queue with SLA policy applied so that breaches are auto-escalated.”

Acceptance criteria:

• Selecting a queue applies correct SLA; countdown visible; breaches create escalation task; all transitions logged.

• Validation: stakeholder sign-off; legal/compliance review; prototype demos; usability tests; traceability matrix back to objectives.