Requirements: Schedule a Call for Appointment-Making Purposes

User Story and Acceptance Criteria

Story Attribute Name Description

Assumptions providing context to the user story, things that have taken place previously, business rules
Assumptions
that will continue to be followed, etc.
List each Risk – of not completing Story with all MUST ACs (see AC Attributes below) – on a separate
Risks
line. Give a title or brief description to the risk and include an identified mitigation plan (if known).
Used to provide context. Often references the associated Epic and/or Deliverable or explains how this
Overview
story relates to the entire project.

Acceptance Criteria (AC) Attributes

Each AC can be further defined using these attributes.

AC Attribute Name Description

Note: Priority, Status, & Urgency are combined in 1 column (P / S / U).

M - MUST: An essential AC that must be satisfied for the solution to be considered a success.
S - SHOULD: A high-priority AC that should be included in the solution if possible.
Priority
C - COULD: An AC which is desirable and could be included – if time and resources permit.
W – WON’T: An AC that won’t be implemented in a given release, but may be considered for the future.
How soon the AC is due – if the business directs which ACs they want implemented before others. May
Urgency
reflect different phases of a project. 1= most urgent; 2= moderately urgent; and 3= not very urgent at all.
 1.0 New question needed
Story Title 1.1 – Best time to call field
The functionality needed is for a field that will allow individuals to select the best time(s) to call them for
Overview an appointment with Mayo Clinic. This is a pilot, so there is effort to support the pilot as well as the
potential for expansion to be done in the future.
As a: Business owner
A field on the U.S. residents appointment form (www.mayoclinic.org/forms/us-resident-appointment)
I want:
(does not apply to other web forms)
So that: Patients may tell the appointment schedulers when the patients might be available for a call.
Acceptance Criteria P/S/U values
AC-1 When: The appointment form is updated M1
I expect: a field below the telephone number
So that: there is the ability to select availability for a call to schedule.
AC-2 When: The appointment form is updated M1
I expect: the “call me” field to be optional
So that: there will not be errors if the field is hidden.
AC-3 When: The appointment form is updated M1
I expect: the field to have multi-select checkboxes
So that: zero to three options may be chosen.
AC-4 When: The appointment form is updated M1
I expect: the data to be available to CRM
So that: it may be leveraged by the appointment schedulers.
AC-5 When: The appointment form is updated C2
I expect: the appearance of the field to be configurable
So that: available locations (Rochester, Arizona, Florida) can be
reconfigured as needed.

Related Information

This is the expected text for the new field:

When is the best time for us to call you within the next three business days?
Notes
 Morning: (7:00 a.m. – 10:00 a.m. Central Time)
 Midday: (10:00 a.m. – 2:00 p.m. Central Time)
 Afternoon: (2:00 p.m. – 6:00 p.m. Central Time)

2.0 Support of Segmentation

Story Title 1.1 – Location-specific views
At the start of the pilot, it is desired that only individuals selecting the Rochester appointment location
would have the chance of seeing the new field. Of the people selecting Rochester as their location,
only 20% of them should see the new field and there needs to be the ability to change it so no one
sees it if the appointment coordinators get a backlog of requests for specific times.
Overview

Optimizely can be leveraged to help with the segmentation, but the technical solution and Optimizely
will need to work together to ensure all requirements are met.
As a: Business owner
I want: A field on the appointment form available at certain times/for certain locations
So that: I might see if implementing “best time to call” more broadly will be desired.
Acceptance Criteria P/S/U values
AC-1 When: A user selects the Rochester location M1
I expect: 20% of them to see the new field
So that: he/she may select availability for a call to schedule.
AC-2 When: A user selects the Arizona location M1
I expect: no users to see the new field
So that: there is not an opportunity to pick preferred contact time.
AC-3 When: A user selects the Florida location M1
I expect: no users to see the new field
So that: there is not an opportunity to pick preferred contact time.
AC-4 When: The appointment coordinators reach scheduling capacity M1
I expect: Digital Production have ability to turn off the view of the “call
me” field
So that: no users may select availability for a call to schedule.

Related Information

During an overview discussion between Bryant Crock, Joe Goldade, Anusha Adduri and Robyn Zubke
on 10/30, a few technical options were discussed. Each has advantages/disadvantages and the final
solution is still TBD:
- Option One: Implement the functionality on the form across all locations. Use some method
(a configuration file, Optimizely, other, etc.) to limit availability to the field to 20% of Rochester.
- Option Two: Implement the functionality to only display once the Rochester location is
Notes selected. Use Optimizely’s event functionality to key into that selection to determine when to
show/hide the field. Future work would be needed to implement more broadly.
- Option Three: Leave current form intact, but create a duplicate with the new field. Use
Optimizely page redirect option in order to send 20% of the Rochester individuals to the
separate form. Optimizely segmentation can be used to change who can see the form and
when.