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.