The purpose of solution architecture is to fulfill business requirements. To be able to do so, we need to define requirements that this solution must provide. Our best tool is customer journey mapping, since it will outline customers' communication points with the company and customers' points of view, which will help us to make a list of requirements that the solution must fulfill.
The following is a simple example of customer journey mapping:
If we were to define requirements from this customer journey mapping, we could assess that our solution architecture must fulfill these requirements:
- A better explanation of offers on the company site may include a chatbot, so that the customer gets all the relevant information in a single visit.
- The process of signing a contract and receiving a mobile phone must be simplified.
- There should be no visit to the TELCO (Telecommunication) store.