Business prototyping / Requirements analysis
For most people, administrative processes are very abstract. Their most concrete example is their current process implementation and their annoyances about it. But of course, it is not the intention to build an improved legacy system.
To support new business models and to optimally use new features in order to enable the required business transformation, users have to experience new possibilities. Instead of taking the current process as a starting point (this process has in most cases been designed around efficient logistics of a paper based process) the customer journey, the products and services offered by the organization and the decisions to be taken are key in the design of the process. Once the users get a prototype, they are enabled to think about their future mode of operation where after they want to experiment with it bearing in mind a target operating model for the coming years.