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Essential Use Cases for Multiplatform Service Design
  Lia Patrício, J. Falcão e Cunha, Raymond P. Fisk, Nuno J. Nunes
  Get/download .PDF FileApplication [#126]: 2003 |  Adobe .PDF File: about 201K.
  Abstract: This paper addresses the problem of designing service interaction for multiplatform operations and is based on a qualitative study of the services offered by a large retail Portuguese bank in four channels: bank branches, telephone, ATM, and Internet. The functionality of bank services across such channels was captured with essential use cases, which are technology free. When customers are free to decide in which channel they are going to get the service they need, customer experience (non-functional) requirements becoming ever more important. Essential use cases were extended to take account of such customer experience requirements. This additional information in essential use cases is very helpful, as it provides concrete and objective guidelines regarding the most suitable channel for implementing and offering each particular service. Doing essential use case modeling for multiplatform service interaction helps service providers allocate resources to the most likely channels that customers will use. It also allows them to identify areas of interaction experience that need to be improved if services offered are likely to be effectively used in the platform.
  Keywords: essential use cases, multiplatform applications, customer experience, service delivery, banking
  Original paper based on work presented at DSV-IS, Madeira, Portugal, 4-6 June 2003.
  Get/download .PDF FileApplication [#126]: 2003 |  Adobe .PDF File: about 201K.
  Related Documents: Use Cases and Responsibility [#113], Structure and Style [#106], Use Cases and OO [#123]
 

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