End to end scrum project for business analysts – phone bill

End to End Scrum Project for

Business Analysts – Phone Bill Payment Application Development

Diwakar Singh

Project Name: Phone Bill Payment Application

Development

Domain: Telecommunications

Objective:

To design and develop a mobile application that

enables users to pay their phone bills seamlessly,

view past transactions, and manage their accounts The application aims to enhance the customer

experience by offering multiple payment options, time bill status, and secure transaction processing

real-Justification:

The existing bill payment process is cumbersome,

requiring users to navigate through the website or visit stores physically The mobile app will simplify this

process, increasing customer satisfaction and

reducing customer service calls It will also enable the company to stay competitive in the market by offering

a convenient, modern solution

Business Problem:

The company faces declining customer satisfaction due to complex bill payment processes, leading to a loss of customers to competitors offering easier

payment solutions The new app aims to address this issue by providing a user-friendly, accessible

platform

Role of the Business Analyst in the Scrum

Framework

Project Approach: Agile (Scrum Framework)

Business Analyst Responsibilities:

1 Collaboration with the Product Owner (PO):

a Understanding Requirements: Worked

closely with the Product Owner to gather high-level business requirements This involved discussions on business goals, user needs, and prioritizing features based on

business value

b Backlog Refinement: Assisted the PO in

refining the product backlog by breaking down high-level requirements into detailed,

actionable user stories Ensured that

acceptance criteria were clearly defined for each user story to meet the Definition of

Ready (DoR)

c User Story Prioritization: Advised the PO on

prioritizing user stories based on customer impact, technical feasibility, and

dependencies, ensuring alignment with the product roadmap

2 Collaboration with the Scrum Master:

a Sprint Planning: Participated in sprint

planning sessions to ensure that the

Development Team understood the user

stories' requirements Clarified any

ambiguities and provided detailed

explanations of the acceptance criteria

b Facilitating Communication: Worked with

the Scrum Master to ensure smooth

communication between stakeholders and the Development Team, fostering a

collaborative environment Ensured that any impediments related to requirements or

business processes were quickly resolved

c Continuous Improvement: Contributed to

sprint retrospectives by providing feedback

on requirement gathering, user story clarity, and stakeholder engagement Suggested

process improvements for better requirement documentation and backlog management

3 Collaboration with the Development Team:

a Clarifying Requirements: Acted as a bridge

between the Product Owner and the

Development Team, providing detailed

explanations of user stories and acceptance criteria Addressed queries from developers and testers, ensuring a clear understanding of the desired functionality

b Daily Stand-Ups: Attended daily stand-up

meetings to track the progress of the sprint and provide support where needed

Addressed any blockers related to business requirements or user story comprehension

c User Story Review: Reviewed completed

user stories with the Development Team to ensure they met the acceptance criteria This

included validating the user interface, testing workflows, and ensuring that functionality aligned with user needs

4 Interaction with Stakeholders:

a Workshops and Requirement Elicitation:

Organized workshops with stakeholders such

as customer service teams, finance

departments, and marketing teams to gather additional insights into the user needs and pain points Incorporated their feedback into user stories and feature enhancements

b Demonstrating Incremental Progress:

Facilitated sprint review meetings where the Development Team demonstrated the

working product increment to stakeholders Gathered feedback from stakeholders and worked with the Product Owner to prioritize changes or adjustments

c User Acceptance Testing (UAT):

Coordinated UAT sessions with key

stakeholders to validate the app's

functionality against user expectations

Provided training materials and guided stakeholders through testing scenarios

REQUIREMENT GATHERING QUESTIONNARES

User Requirements

1 Who are the primary users of the application?

(e.g., individual customers, businesses, customer service agents)

2 What are the main tasks users want to

accomplish using the app? (e.g., pay bills, view

past transactions, save payment methods)

3 What types of devices do users typically use to access the app? (e.g., iOS, Android, tablets)

4 Are there any specific accessibility needs or preferences for users? (e.g., support for visually

impaired users, multilingual support)

5 What information do users expect to see on the home screen/dashboard? (e.g., current bill

amount, payment due date, quick payment

options)

6 What level of user personalization is required?

(e.g., ability to save favorite payment methods, notification preferences)

7 How would users like to be notified about due payments or transaction statuses? (e.g., push

notifications, SMS, email)

3 How should users be able to view their

payment history? (e.g., by month, by transaction

type)

4 What information needs to be displayed on the bill details screen? (e.g., itemized charges,

previous balance, due date)

5 Is there a requirement for users to download or email their payment receipts?

6 Should users be able to manage their payment methods within the app? (e.g., add, edit, delete

saved payment methods)

7 Should the app include a feature to allow users

to set up recurring payments or schedule future payments?

8 What should happen if a payment fails? (e.g.,

retry option, error message, contact support)

9 Is there a requirement for users to contact

customer support directly from the app? (e.g.,

chat, email, call)

Non-Functional Requirements

1 What is the expected load or number of

concurrent users for the application?

2 What should be the app's response time for

critical actions like payment processing?

3 Are there specific security requirements for

user data and payment information? (e.g., data

encryption, PCI DSS compliance)

4 What levels of data redundancy and backup are required for transaction data?

5 What are the requirements for app uptime and availability? (e.g., 99.9% availability)

6 Should the app support offline functionality?

(e.g., viewing past transactions or downloaded bills)

7 What are the requirements for user data

privacy? (e.g., GDPR, CCPA compliance)

8 What are the requirements for multi-factor authentication (MFA) for user login?

9 What languages should the app support?

Interface Requirements

1 What should the user interface look like for different features like bill viewing, payment, and history?

2 Are there any specific branding guidelines to follow in terms of color schemes, logos, and fonts?

3 How should error messages be displayed to users? (e.g., inline validation, pop-ups)

4 Are there requirements for different themes or modes in the app? (e.g., dark mode, light mode)

5 How should user feedback be captured within the app? (e.g., ratings, surveys)

6 What design considerations should be made for different screen sizes and orientations?

API Requirements

1 What external services or payment gateways need to be integrated? (e.g., Stripe, PayPal)

2 What functionalities should be exposed

through APIs? (e.g., fetching bill details, initiating

5 Should there be rate limiting on the APIs? (e.g.,

to prevent abuse or DDoS attacks)

6 How should error handling be managed in the APIs? (e.g., standardized error codes)

7 What are the security protocols for API

communication? (e.g., SSL/TLS)

8 Are there any third-party services that need to

be called for currency conversion or tax

calculations?

Technical Requirements

1 What platforms should the app support? (e.g.,

Android, iOS)

2 What technology stack will be used for

backend development? (e.g., Java, NET,

7 What are the logging and monitoring

requirements for the application? (e.g., for

tracking transaction statuses, app performance)

Database Requirements

1 What data needs to be stored for each user?

(e.g., user profile, saved payment methods,

4 How should sensitive data like payment details

be encrypted in the database?

5 What data indexing strategies should be

implemented for faster querying of user data?

6 How will data be backed up, and what is the recovery process in case of data loss?

7 Should the app support real-time data

synchronization with the backend for

transactions and account updates?

8 What database access controls should be in place? (e.g., role-based access)

tools like Firebase)

3 What are the requirements for beta testing and user acceptance testing (UAT)?

4 Are there specific regulatory requirements that the app must comply with? (e.g., local payment

regulations, telecommunications industry

standards)

PRODUCT BACKLOG

1 Epic: User Account Management

• Feature 1: User Registration and Authentication

o User Story 1: As a user, I want to register with

my phone number and email so that I can create an account

o User Story 2: As a user, I want to log in using

my phone number and password so that I can access my account

▪ Acceptance Criteria:

• User must be able to enter a registered phone number and password

• System validates the credentials and allows access if correct

• If incorrect, the system displays an error message

• After 5 failed attempts, the account is locked for 15 minutes

• User must receive a message if their account is locked

• Feature 2: User Profile Management

o User Story 3: As a user, I want to update my

profile information so that my account details are up-to-date

▪ Acceptance Criteria:

• User must be able to update fields like name, email, phone number, and address

• Changes must be saved only when the user clicks "Save" and

confirmation is received

• System displays a confirmation message for successful updates

• System shows an error message if mandatory fields are left empty

2 Epic: Bill Payment Processing

• Feature 1: Bill Viewing and Payment Options

o User Story 4: As a user, I want to view my

current bill details so that I can understand the amount due

▪ Acceptance Criteria:

• User must see details like the total amount due, due date, and itemized charges

• User can access past bill details for

up to 12 months

• System displays a message if no bills are available for the selected month

o User Story 5: As a user, I want to pay my bill

using a saved payment method so that I can quickly complete the transaction

▪ Acceptance Criteria:

• User must be able to select a saved payment method

• User must be able to enter the amount they wish to pay

• User must confirm the payment before proceeding

• System processes the payment and displays a success message

• If payment fails, the system displays

an error message and allows the user

to retry

• User receives a receipt via email for successful transactions

• Feature 2: Payment Method Management

o User Story 6: As a user, I want to add a new

payment method so that I can use it for future payments

• User receives a confirmation message upon successful addition

• Added payment method appears in the list of available payment options

o User Story 7: As a user, I want to delete a

saved payment method so that I can manage

• User cannot delete a payment method if it is currently set for recurring payments

3 Epic: Transaction History and Notifications

• Feature 1: View Transaction History

o User Story 8: As a user, I want to view my past

payment transactions so that I can track my payments

▪ Acceptance Criteria:

• User must be able to filter transactions by date range (up to 12 months)

• User must see transaction details like payment date, amount, and status (success/failure)

• System displays a message if no transactions are found for the selected date range

o User Story 9: As a user, I want to download

my payment receipts so that I can keep

• Downloaded receipt must contain transaction details, payment

method, and date

• System displays an error message if the download fails

• Feature 2: Notifications and Reminders

o User Story 10: As a user, I want to receive a

reminder notification before my bill's due date

so that I don't miss a payment

▪ Acceptance Criteria:

• User must be able to set reminder preferences (e.g., 3 days before, 1 day before)

• System sends push notifications based on the user's preferences

• User can opt in or out of reminders at any time through the settings

• System displays a message confirming changes to reminder preferences

4 Epic: Security and Compliance

• Feature 1: Multi-Factor Authentication (MFA)

o User Story 11: As a user, I want to enable

multi-factor authentication for my account so that I can increase security

• System requires the user to enter the code to complete the login process

• User receives a notification if there is

a failed attempt to access their account

• Feature 2: Data Encryption and Privacy

o User Story 12: As a user, I want my payment

information to be securely stored so that I can trust the application with my financial data

▪ Acceptance Criteria:

• Payment information must be encrypted before storage

• Only authorized personnel can access sensitive payment data

• User must be notified if there is a security breach involving their data

• System complies with PCI DSS standards for data handling

5 Epic: Integration and API Management

• Feature 1: Payment Gateway Integration

o User Story 13: As a developer, I want to

integrate the application with third-party payment gateways so that users can pay using different options

▪ Acceptance Criteria:

• API must support payment processing with providers like Stripe, PayPal, etc

• API should handle payment request, response, and error messages

• System logs all payment transactions for auditing purposes

• API responses must be in JSON format

o User Story 14: As a user, I want my payment

status to update in real-time so that I know when my payment is successful

6 Epic: Database and Data Management

• Feature 1: User Data Management

o User Story 15: As a database administrator, I

want to store user profiles securely so that user data is protected

▪ Acceptance Criteria:

• User data must be encrypted before storage

• Only authorized users can access sensitive user data

• Backup of user data must be done daily

• System must support data retrieval within 1 minute for performance

o User Story 16: As a user, I want to view and

download my data so that I can have a copy of

• System displays a message when the data export is ready for download

7 Epic: User Experience and Interface Design

• Feature 1: User Dashboard

o User Story 17: As a user, I want to see a

summary of my account status on the dashboard so that I can quickly understand

my bill status

▪ Acceptance Criteria:

• User must see the current bill amount, due date, and last payment made on the dashboard

• The dashboard must display a button for quick bill payment

• User must be able to access detailed bill information from the dashboard

• Dashboard must display a message if there is no pending bill

• Feature 2: Responsive Design

o User Story 18: As a user, I want the

application to be responsive so that I can use

it on different devices

▪ Acceptance Criteria:

• The application must adapt to different screen sizes, including mobile phones, tablets, and desktops

• User interface elements must scale appropriately on different devices

• All features and buttons must be accessible and functional on both portrait and landscape orientations

• User must receive a notification if the application version is outdated on their device

8 Epic: Payment Automation and Scheduling

• Feature 1: Recurring Payments Setup

o User Story 19: As a user, I want to set up

recurring payments so that my phone bill is paid automatically each month

▪ Acceptance Criteria:

• User must be able to select an option for recurring payments during bill

payment

• System must allow the user to choose the day of the month for the payment to be processed

• User must receive a notification 24 hours before a scheduled payment is processed

• User can cancel or modify the recurring payment setup before the next payment cycle

• System displays a confirmation message when recurring payments are successfully set up

• Feature 2: Scheduled Payments

o User Story 20: As a user, I want to schedule a

payment for a future date so that I can plan

• User must receive a confirmation message when a scheduled payment

is set

• User can modify or cancel the scheduled payment before the scheduled date

• System displays a notification when a scheduled payment is successfully processed

9 Epic: Customer Support Integration

• Feature 1: In-App Chat Support

o User Story 21: As a user, I want to chat with

customer support within the app so that I can resolve any issues quickly

• System must display an estimated wait time if agents are not

immediately available

• User receives a transcript of the chat session via email after the session ends

• Chat interface must support text, links, and file attachments for documentation purposes

• Feature 2: FAQ and Help Center

o User Story 22: As a user, I want to access a

help center with FAQs so that I can resolve common issues on my own

Support."

• User can rate the helpfulness of each article

• System must display related articles based on the user's search query

• FAQ articles must be regularly updated by the admin through the backend

10 Epic: Analytics and Reporting

• Feature 1: User Analytics Dashboard

o User Story 23: As a product manager, I want

to view usage statistics so that I can understand how users interact with the app

• System generates a summary report

of key metrics at the end of each month

• Data must be presented in graphs and charts for easy analysis

• Only authorized users can access the analytics dashboard

• Feature 2: Payment Trend Analysis

o User Story 24: As a business analyst, I want

to view trends in payment methods so that I can identify user preferences

▪ Acceptance Criteria:

• The report must display the percentage of users using different payment methods (e.g., credit card, debit card, UPI)

• System must show trends over the last 6 months

• User must be able to export the trend analysis as a CSV or PDF file

• System displays insights on peak payment times and dates

• Only authorized personnel can access the payment trend reports

11 Epic: Technical Maintenance and Support

• Feature 1: System Monitoring and Alerts

o User Story 25: As a system administrator, I

want to receive alerts when the app experiences downtime so that I can quickly address issues

▪ Acceptance Criteria:

• System must send an alert via email and SMS to admins when the app is down for more than 5 minutes

• Monitoring dashboard must show real-time status of server health and API response times

• System logs all incidents of downtime with timestamps and reasons

• Admin must be able to access historical uptime data for analysis

• Alerts must be customizable based

on error severity

• Feature 2: Data Backup and Restoration

o User Story 26: As a database administrator, I

want to schedule regular data backups so that we can restore data in case of an outage

▪ Acceptance Criteria:

• System must perform daily incremental backups and weekly full backups

• User data and transaction history must be included in the backup

• System must send a confirmation message after each successful backup

• Admin can initiate a data restoration process from the backup within 15 minutes

• System displays a notification if a backup fails and allows for a manual retry

12 Epic: Application Security

• Feature 1: Role-Based Access Control (RBAC)

o User Story 27: As an admin, I want to assign

different roles to users so that I can control access to sensitive features

• Users can only view and modify data

as permitted by their role

• System logs any unauthorized access attempts

• Admin can modify roles and permissions from the admin panel

• Feature 2: Data Encryption Standards

o User Story 28: As a compliance officer, I want

to ensure that sensitive data is encrypted so that the app meets regulatory standards

▪ Acceptance Criteria:

• User payment data must be encrypted using AES-256 before storage

• Data in transit must be encrypted using TLS 1.2 or higher

• System must pass a security audit for data handling practices

• Admin receives a report of encryption practices and compliance status

every quarter

• Encryption keys must be rotated periodically as per compliance guidelines

13 Epic: Payment Failures and Dispute

Management**

• Feature 1: Handling Payment Failures

o User Story 29: As a user, I want to be notified

immediately if my payment fails so that I can take corrective action

▪ Acceptance Criteria:

• User must receive a push notification when a payment fails

• System displays the reason for failure, such as insufficient funds or network error

• User can retry the payment directly from the failure notification

• System logs failed payment attempts and displays them in the user’s

payment history

• If a retry is successful, the payment history must update to show the successful transaction

• Feature 2: Dispute Resolution Process

o User Story 30: As a user, I want to raise a

dispute for a transaction so that I can resolve any billing issues

▪ Acceptance Criteria:

• User must be able to select a transaction and click "Raise Dispute."