Use Cases, Service Blueprints, and Wire Frames
Although the reading present these three things as different concepts, you will quickly see there is a lot of overlap among them. Once you have made a wire frame, a lot of repetition can be eliminated from the use case by referring to the information displayed and entered on the wireframe. You can also combine the use case with the service blueprint simply by designating each event as user action, on stage, off stage, or support. You might also find it useful to merge backstage and support unless it is a very important distinction for your app. Finally, you may find it useful to introduce the equivalent of backstage for the user, namely what she might be thinking connected with an event. We’ve boiled all these modifications down into the following template and examples from the ridesharing app. The examples may be a little more elaborate than necessary.
(This was copied from PowerPoint)
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Use Case
User SystemThoughts User’sActions OnStage BackStage
GoalsandMotivations
Preconditions
Guarantees
Success:Failure:
MainSuccessScenario
Extensions
1.1 The Sample Use Cases
Here is a comprehensive list of use cases needed to specify the whole system. We will on do a few of them.
GeneralUser(eitherdriverorrider):1. Register2. Login3. ManageProfile4. ConfirmTrip
Driver:5. OfferRide6. Acceptrider7. CancelDrive8. TakeTrip
Rider:9. RequestRide10. Acceptdriver11. CancelRide12. JoinTrip
Operator:13. HandleEmergency14. Follow‐uptoresolveproblemsorgatherfeedback.15. AnalyzeandManagePerformance
This one is a computer screen, not a phone.
Manage Profile
User SystemThoughts User’sActions OnStage BackStage
GoalsandMotivationsGetsetupsoIcanarrangerideswithothers
Controlpreferences Guarantees
Success:Profilestoredwithallneededinformation.Failure:Noinformationlostorcorrupted.
MainSuccessScenario ChangeName,
Password,B’day. Store
Changeemail. Pleaserespondtotheemailwe’resending.
Sendquerytoemail,rememberpendingflag
Changephone PleaserespondtotheSMSmessagewe’resendingwith“Go”.
SendSMStophone,rememberpendingflag
Submit Returntopreviouspage
Ifconsistent,complete,andchecked
SetBillingInformation
Gotobillingview Ifconsistent,complete,andchecked
Whenreceivingresponsefromphoneoremail,Removependingflag
Extensions Failtofillin
mandatoryfieldFlagunfilledfieldandstayonview.
Pendingflagnotremoved.
Repeatappropriate“Pleaserespond”message,includingresendoption.
Neitherdrivingnorridingselected
Complainandstayonview.
Offer Rides
User SystemThoughts User’sActions OnStage BackStage
GoalsandMotivationsWantstosavemoney/time.
Wantscommission
SocialNetworking Environmentalism
Preconditions Driverhasregistered Profileissetupproperly.
Guarantees Success:Tripsstoredindatabase
Failure:Problemstoredinanalyticsdata.MainSuccessScenario
Fillsintextfieldsoroption
Store
Fillinreturntime Createandstoresecondtripvalues. Request Checkforcompleteness,consistency.IfRepeatbox
checked,storetripinRepeatingSchedule.CallGoogleDirectionstoplotrouteunlessshespecifedroute
Extensions SpecifyRoute OverlayGoogleMaps
route,allowfiddling,followedby“OK”
Changerouteplan.
Mandatoryfieldmissing.
Flagfieldandstayonview.
Asksforclarificationofplace.
Ifeitherplacecannotbefoundinmapdatabase
Returntimeisbeforedeparturetime
Complainandstay
Request a Ride
User SystemThoughts Actions OnStage BackStage
GoalsandInterestsRiderwantslimiteddelay,reasonablecost
Wantsthecommission
Goal:requestaridesothatshecanavoiddrivingandbesafe
Precondition Riderhasloggedin Riderhasanaccountaccount,completedata
Guarantees Success:Tripsstoredindatabase Failure:Problemstoredinanalyticsdata.
MainSuccessScenario FillsinDate,Start
time,Startplace, Store
Fillinreturntime Createandstoresecondtripvalues. Fillinendplace CalculateOfferfrom
profileifblank.
Request Returntopreviousview.
Checkforcompleteness,consistency.IfRepeatboxchecked,storetripsinRepeatingSchedule
Extensions Mandatoryfield
missing.Flagfieldandstayonview.
Asksforclarificationofplace.
Ifeitherplacecannotbefoundinmapdatabase
Returntimeisbeforedeparturetime
Complainandstay
Complainandoverlaypaymentwindow.
Offerexceedsbalance
Accept a Rider
User SystemThoughts User’sActions OnStage BackStage
GoalsandMotivationsSeeOfferaRide Wantstomakematches
Preconditions Afeasibledriver/ridermatchhasbeenfound
Guarantees Success:Tripcontractisstoredinbothpersonaldata
bases.TripscheduledFailure:Routedatabasestaysthesame.
MainSuccessScenario Requestissentto
driver’sreal‐timecontactdevice(s)initializedwithdriver’sdefaultboxchecks.
Iknow/don’tknowthisperson
Changecheckboxesormessage
Store
Looksgood. Yes Thankyou.close Storetrip.Notifiyrideroncontactdevice(s)includingdetails.Leavedriverinroutedatabaseunlesscapacityreached.
Ihavequestions Maybe SendMessage,contactinformationtoriderExtensions
No Thankyou.close IfMessage,Sendtorider. Drivermaycontact
riderbyphoneoremail.
Confirm Ride
User SystemThoughts User’sActions OnStage BackStage
GoalsandMotivationsKnowswhathappened Wantstocheckperformanceandcollectcommision.
Preconditions Participantopens
confirmviewspontaneously
…orrequesttoconfirmissenttoallparticipants.
...iftheexpectedendtimeforatriphaspassed
Guarantees Success:Allparticpantsrespondandresultsare
stored.Failure:Caseissenttoreviewprocess,nochangetodatabase
MainSuccessScenario Fillsindetails Storeforsendinglater. Riderchecksgood
andSendThankyou Moneyistransferredformrider’saccountto
driver’s. Driverchecksgood
andSend.Thankyou. IfRiderhasnotresponded,requestagainorsendto
urgentfollow‐upprocess.Somethingwentverywrong.
RiderordriverchecksabortedandSend.
Sorry.Close Follow‐upprocessisinitiated.Nomoneytransferred.
Somethingwentwrong. RiderordriverchecksbadandSend.
Sorry,Close. Follow‐upprocessisinitiated.Nomoneytransferred.
Extensions No Thankyou.close IfMessage,Sendtorider. Drivermaycontact
riderbyphoneoremail.