Chapter 2 GatherinG requirements choose a technology stack for the DXP. The user story is the best option while gathering experience requirements, because the experience specifications of the application are explained from a business point of view. Business and management will explain the specific features and channels that they want to provide to their users. The DXP is designed for the entire user journey. The DXP provides a better user experience with your organization through multiple channels. You should understand when and why users move across channels, which further helps you to design efficient and smooth user experiences. The DXP should provide zero or minimal overhead while transiting from one channel to another. Seamless Experience on All Supported devices The user interacts with the application from multiple channels, that is, Web, mobile device, tablet, e-mail, chatbot, and IVR, etc. (as shown in Table 2-3). Experiencing failure on any channel reflects a bad experience as a whole. You should consider the workflow by considering all channels supported by your organization. You need to consider touch points requirements across all channels. For example, consider a scenario where a user makes a service request using a web application on a desktop, but is unable to complete the process or is confined due to any personal reason. The user can still continue the process on their mobile device. If they can pick up from where they left off, their user experience will be seamless. Table 2-3. Device Support User Story Name Device Support trigger Customer wishes to access a banking portal from different devices, that is, mobile, tablet, or desktop. script a customer can access the banking portal application on a mobile device, tablet, or desktop. a person will be able to continue an action that is left off in a previous session, irrespective of the device that person was working on. acceptance the customer will be able to access the BXp application on a mobile device, tablet, criteria or desktop. 37