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User Stories

Muneeb HaXan
Muneeb HaXan

We studied Scrum in our Software engineering project management course, we are advised to make User stories, Product Backlog and Sprint backlog.

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Story # : 1 Customer tracks consignment online Priority High Effort 7 As a Customer I want Track a consignment online via the online webpage So that I can Monitor the shipment progress of the consignment and get an up to date ETA Acceptance criteria Criterion 1: Given the consignment is loaded in the system When the customer requests to track the consignment via web page Then return the appropriate tracking status, delivery details and ETA Criterion 2: Given the consignment isnt loaded in the system or is typed incorrectly When the customer requests to track the consignment via web page Then display an error message
Story # : 2 Complaint staff calls a customer back Priority High Effort 5 As a Complaint staff I want To Call a customer who has been on the phone long back So that I can Resolve their complaint Acceptance criteria Criterion i: Given that the customer was given a log number by the system And answers the phone When the complaint staff calls them back Then ensure that the customers complaint it resolved And documented.
Story #3 : Customer leaves call-back details Priority Medium Effort 4 As a Customer I want To leave call-back details So that I can Receive a return phone call if Ive been waiting for too long Acceptance criteria Criterion i: Given waiting for longer than the defined acceptable waiting time When the customer is calling the helpdesk Then the customer is offered the option to request a call back by the IVR, by providing their best contact number and receiving a unique ticket ID for their call as well as a call-back ETA
Story #4 : Customer wants to pay for their consignment Priority Critical Effort 4 As a Customer I want To pay for a consignment online So that I can Send a package Acceptance criteria Criterion i: Given customer has enough money When customer tries to purchase a consignment Then the system will issue a receipt and consignment information to the customer Criterion i: Given customer doesnt have enough money When customer tries to purchase a consignment Then the system will alert the customer that their payment wasnt successful
Story # : 5 Complaint staff to prioritize call-back queue via reporting on tickets Priority High Effort 3 As a Complaint staff I want Prioritize call-back queue via reporting on tickets So that I can Resolve customer tickets efficiently Acceptance criteria Criterion 1: Given one or more call-back tickets have been logged in the system When complaint staff requests a report of outstanding tickets via web page Then display report of outstanding tickets sortable by several criteria (e.g: ticket ID, date and time ticket logged, date and time ticket last modified, priority, total customer wait time). Criterion 2: Given no call-back tickets have been logged in the system When complaint staff requests a report of outstanding tickets via web page Then display message indicating no outstanding tickets have been logged

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User Stories

  • 1. Story # : 1 Customer tracks consignment online Priority High Effort 7 As a Customer I want Track a consignment online via the online webpage So that I can Monitor the shipment progress of the consignment and get an up to date ETA Acceptance criteria Criterion 1: Given the consignment is loaded in the system When the customer requests to track the consignment via web page Then return the appropriate tracking status, delivery details and ETA Criterion 2: Given the consignment isnt loaded in the system or is typed incorrectly When the customer requests to track the consignment via web page Then display an error message
  • 2. Story # : 2 Complaint staff calls a customer back Priority High Effort 5 As a Complaint staff I want To Call a customer who has been on the phone long back So that I can Resolve their complaint Acceptance criteria Criterion i: Given that the customer was given a log number by the system And answers the phone When the complaint staff calls them back Then ensure that the customers complaint it resolved And documented.
  • 3. Story #3 : Customer leaves call-back details Priority Medium Effort 4 As a Customer I want To leave call-back details So that I can Receive a return phone call if Ive been waiting for too long Acceptance criteria Criterion i: Given waiting for longer than the defined acceptable waiting time When the customer is calling the helpdesk Then the customer is offered the option to request a call back by the IVR, by providing their best contact number and receiving a unique ticket ID for their call as well as a call-back ETA
  • 4. Story #4 : Customer wants to pay for their consignment Priority Critical Effort 4 As a Customer I want To pay for a consignment online So that I can Send a package Acceptance criteria Criterion i: Given customer has enough money When customer tries to purchase a consignment Then the system will issue a receipt and consignment information to the customer Criterion i: Given customer doesnt have enough money When customer tries to purchase a consignment Then the system will alert the customer that their payment wasnt successful
  • 5. Story # : 5 Complaint staff to prioritize call-back queue via reporting on tickets Priority High Effort 3 As a Complaint staff I want Prioritize call-back queue via reporting on tickets So that I can Resolve customer tickets efficiently Acceptance criteria Criterion 1: Given one or more call-back tickets have been logged in the system When complaint staff requests a report of outstanding tickets via web page Then display report of outstanding tickets sortable by several criteria (e.g: ticket ID, date and time ticket logged, date and time ticket last modified, priority, total customer wait time). Criterion 2: Given no call-back tickets have been logged in the system When complaint staff requests a report of outstanding tickets via web page Then display message indicating no outstanding tickets have been logged