Explanation
When customers experience the same process, such as checkout in different ways, it's frustrating. This improvement opportunity aims to create consistency in all behaviors to improve the customer experience.
Answer B is incorrect. Automating or simplifying the work people perform helps streamline costs and
improve quality by doing the work in the same way each time the work is performed.
Answer A is incorrect. Eliminating redundancy considers that stakeholders may have common needs that can
be met with a single solution, reducing the cost of implementation.
Answer D is incorrect. While this choice is tempting, it's not an actual improvement opportunity for the
business analyst to consider.