Led the business analysis activities for APT, a retail service company operating inside apartment complexes. APT was facing inefficiencies in offline operations (manual order-taking, inventory errors, lost customer information) and fragmentation in online sales (Facebook/Zalo posts being buried, no customer tracking).

Key contributions:

• Conducted stakeholder interviews to understand AS-IS processes across Sales, Delivery, Customer Support, and Store Operations.

• Defined TO-BE workflows and modeled them using BPMN 2.0 on draw.io (Order Management, Inventory, Delivery Scheduling).

• Built detailed use cases and SRS documentation for:

  • Account registration & login (OTP – phone authentication)

  • Buyer module (homepage, product catalog, checkout, scheduled delivery)

  • Seller module (POS barcode scanning, inventory auto-update, shop management)

  • Admin module (customer management, seller approval, product control, reporting dashboard)

• Designed initial wireframes in Figma/Visily for Buyer, Seller, and Admin screens.

• Proposed a 12-month roadmap with budget recommendations (2–2.5B VND).

Impact: Produced a full BA package enabling APT to start development and transform from manual processes to a scalable internal E-commerce ecosystem.