One thing.... two words.... customer journeys....

If BA's web development business analysts worked through every customer journey end to end (such as "manage my HHA"), then this rubbish wouldn't happen.

However I really worry that they focus on features only, rather than end to end process and therefore the whole new website experience won't work end to end.

Bits of it will work but it won't follow what we actually need to achieve as customers.

This is pretty basic methodology stuff for any kind of transactional website.

I despair. £7 billion my backside!!