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A payer is looking to optimize the workflow for its call center, which focuses primarily...

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A payer is looking to optimize the workflow for its call center, which focuses primarily on members calling to check on the status of their prior authorizationrequests.

How should a consultant conduct discovery to define a workflow for these call center users?

A.

Research industry trends and develop a point of view, then present it to the customer for validation.

B.

Identify personas and ask them to walk through a day in their life, taking notes and identifying opportunities for optimization.

C.

Use work from another project to inform the discovery, then review it with the IT department.

D.

Build a proof of concept to present to the client and ask them for feedback.

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