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Telecom Case Study - Solution - Saurabh Kumar

This document contains: 1. A list of components and features for a telecom operator's self-service portal. 2. A list of questions for requirements gathering. 3. Assumptions about how the portal could improve customer service and support. 4. A wireframe for the portal's landing page. 5. A use case description for the login process.

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Thakur Saurabh Kumar
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72 views5 pages

Telecom Case Study - Solution - Saurabh Kumar

This document contains: 1. A list of components and features for a telecom operator's self-service portal. 2. A list of questions for requirements gathering. 3. Assumptions about how the portal could improve customer service and support. 4. A wireframe for the portal's landing page. 5. A use case description for the login process.

Uploaded by

Thakur Saurabh Kumar
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Contents

1. components and features....................................................................................................................1


2. List of questions:..................................................................................................................................1
3. Assumptions:.......................................................................................................................................2
4. Landing Page wireframe......................................................................................................................3
5. Login Use Case.....................................................................................................................................4
1. components and features

a) Register
b) Sign In
c) Landing Page
d) View your current plan
e) Recharge
f) My Statement
g) Recharge History
h) Invoice History
i) Invite Friends and Family
j) Add Credit/Debit Card, UPI, Net Banking
k) Wallet
l) Troubleshoot
m) Chat bot assistance
n) Manage Account
o) FAQ
p) Need help Feature
q) Create Service Request
r) View/Track Service Request
s) Update Service Request
t) Filter Service Request
u) Sign out Feature
v) Application Admin Management

2. List of questions:
a) Point of contact for helping with entire Discovery face (Stakeholder analysis, AS-IS
analysis, Requirement Elicitation, Requirements Signoff)
b) What is the current Infrastructure of the Telecom operator?
c) What are the set of rules the telecom operator has which need to be considered during
the software development?
d) What the are type of customer support they are providing currently? For e.g., Chat
Support, Call Support, Email Support etc.
e) Any documents available related the customer support service such as, SOP’s,
Knowledge base/FAQ, SLA’s, ETA’s, Escalation matrix etc.
f) What should you include in your self-service portal?
g) Do you want integrate portal with your existing systems?
h) How to measure results?
i) How to maintain a safe self-service portal?
3. Assumptions:
 FAQ page would cause fewer people to call to ask the same frequently asked questions.
 Online customer portal would cause service center KPIs and metrics to improve.
 Refreshed resources would lead to their users finally beginning to use the online self-
service resources.
4. Landing Page wireframe
5. Login Use Case
Use Case ID: TEL_UC_1
Use Case
Name: Login
Created By: Saurabh Kumar
Date Created: 30-08-2022
This use case allows user to Sign In into the self-service portal to access the
relevant functions. To sign into the system, all users must enter their
mobile number and OTP. Once user is Signed in the system will display the
Description: relevant user homepage.
Primary Actor: Customer
Secondary
Actor: None
Include Use
Case: 1. Retrieve customer details
1. User must be registered and have a valid account
Preconditions: 2. User must enter the registered mobile number and OTP
Postconditions: 1. The system displays the valid homepage
Main Flow:
1. System triggers retrieve customer details use case
2. The user enters the registered mobile number and OTP
3. The user submits the mobile number and OTP
4. The system validates the mobile number and OTP
5. The system verifies the mobile number and OTP
6. The system displays the user's homepage
7. The use case ends
Alternate
Flows: 3a Missing Mobile number and/or OTP
1. The system prompts for mobile number and OTP
2. Use case resumes at main flow step 1

3b Invalid mobile number


1. The system display "Invalid mobile number"
2. Use case resumes at main flow step 1

4a Incorrect OTP
1. The system display "Incorrect OTP"
2. Use case resumes at main flow step 1

4b OTP Timeout
1. The system display "OTP expired, please generate a new OTP"
2. Use case resumes at main flow step 1

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