[System name] scenarios v1.

[Persona name] – [Persona role / job title]

 Key points about the person Needs to be able to:

 E.g. their role, their level of experience  Goals that the persona needs to complete
Persona photo  For example they might be to find out some
information, carry out a transaction or to complete a
task

Key questions:
“[quote from  Questions that the persona is likely to have
persona]”  For example, when do I need to do something by?

Scenario [no.] – [scenario name]

Description of the scenario. Should specify the context in which the scenario has arisen, including the Importance: Double-click to
motivation for using the website / software / system and the desired goal. select
There should be scenarios covering all of the main goals - concentrate on ‘Sunny day’ scenarios (i.e. most Frequency: Double-click to
common usage with no hiccups) and prioritise so that the most important or initial scenarios are sketched select
out first.

Scenario steps Comments Outstanding questions Required functionality

Steps for the user journey. The user Include any extra comments Include any outstanding Functionality that needs to be
journey should be end-to-end so might that might be necessary to questions that should be made available to users to

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[System name] scenarios
include multiple uses of the website /
software and might involve other
interactions, such as telephoning the
company.
Try to keep descriptions short and to the
point, but cover enough to work out what
is going on. Making descriptions too
verbose makes the scenarios long and
more intimidating for readers.
Try to include not just what happens, but
also how it makes the persona feel and
how it impacts their experience.
Try to concentrate on the ‘what’, not
necessarily the ‘how’. For example,
“Suzanne adds a candidate to her list” is
sufficient, you don’t need to go in to detail
around exactly how she does this.
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help show what would take
place. For example, whether a
link will open in a new window
or some more details about
how something will be
displayed.
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looked into. For example, will
someone know to go here?
Will James be able to access
his email account at work
etc…
v1.0
accomplish this scenario.
Try to cover all the
functionality required for the
desired user journey
You don’t need to go in to a
great deal of detail. For
example, ‘Remove candidates
from the list by selecting the
desired candidates and hitting
the remove button’ is too
much detail – remember to
concentrate on ‘what is
required’ not necessarily how
it might work
[System name] scenarios v1.0

Example scenario

Suzanne – Exams officer, Hayes School, Bexleyheath, Kent

Type of centre: Specialist school in Media, Maths IT Needs to be able to:

and the Arts with about 600 pupils.
Qualifications offered: GCSEs and AS/A Levels
Job experience: Has been an exams officer for 6
months
IT experience: Is not particularly confident using
“I need to be sure that computers – they always seem to go wrong with her!
I’m doing things Interchange experience: Less than 6 months –
correctly” typically uses Interchange 2/3 times a month
Use of Interchange: Mostly uses Interchange for
results, post results and downloading support material
(makes entries using EDI)
 Submit late certification requests for a relatively large
numbers of students (the centre made 58 late
certification requests last year)
 Find out how a late certification request is progressing
 Find out candidate results following a late certification
request
 Find out why a result could not be returned and what to
do to chase up a result
Key questions:
 How many of my late certification requests have been
processed?
 When do I need to submit my late certifications by?

Scenario 1 - Submitting late certification requests for several subjects

Being relatively new to the job, Suzanne didn’t realise that for a number of subjects she had to make entries Importance: High
for the certification awards as well as for the units. She therefore needs to submit late certification requests Frequency: Medium

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[System name] scenarios
for the following subjects:
 3822 - AS GCE Design and Technology: Product Design (6 students)
 3860 - AS GCE Media Studies (23 students)
 3838 - AS GCE Information and Communication Technology (20 students)
Scenario steps
Suzanne logs into Interchange and
navigates to the late certifications section
of post results.
She notices the last date for late
certification requests is still a few weeks
away, so she still has time to submit the
requests.
Suzanne isn’t really sure what the exact
procedure for late certification requests is
(she’s still quite new to the job) and is
pleased to see that a late certification
requests FAQ is available. She skims
through the FAQ and is relieved to see
that results should be available within 2
working days.
Suzanne is making requests for a group of
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Comments
The FAQ should open in a new
window so that Suzanne is not
taken away from the late
certifications section.
Suzanne should be able to
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v1.0
Outstanding questions Required functionality
Will Suzanne know to go to Show key dates for late
‘Post results’ for ‘Late certification requests.
Certifications’?
What permissions will need to
be set-up for late
certifications? Do late
certification permissions
already exist?
How much will Suzanne know FAQ outlining the basics for
about late certifications? making late certification
What should go in to the late requests.
certifications FAQ? What sort
of questions come up?
Allow Suzanne to select a valid
[System name] scenarios
candidates for each subject so chooses
the option to select candidates by
assessment (she can also select
candidates individually if she wants).
Starting with AS GCE Design and
Technology: Product Design, she enters
the subject code (3822) and confirms the
June 2009 certification award as the
correct assessment.
Suzanne is presented with a list of all the
candidates that are eligible for this award
(having completed the prerequisite unit
awards) that don’t currently have a result.
Candidates that have certification results
can also be viewed (but can not be
selected), together with their result so
that Suzanne can see those candidates
that don’t require a late certification
request for this subject.
Suzanne notices that a candidate she
expects to be listed is not shown. Reading
some more (there information outlining
why a candidate might not appear in the
list) she realises that this is because he
hasn’t completed all the units required for
this certification (there is a link to the
admin guide that details the units
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v1.0
browse and request late certification subject by code or
certification awards by by name.
candidate or by assessment Could use AJAX to return the
Suzanne is likely to know the assessment as soon as Suzanne
code for the assessment. types it in (i.e. live search).
Suzanne should only be able
to select full certification
awards.
Suzanne will only be able to Allow Suzanne to select
select candidates that have multiple candidates (or all)
been entered for enough units that are eligible for a
to qualify for the full certification award and to view
certification award. candidates that have been
already been awarded a result.
If Suzanne can’t find a Allow Suzanne to view an
candidate in the list what explanation for why a
should she do? candidate does not appear in
the possible late certifications
list for a subject (e.g. missing
results, has not completed all
necessary units, UCIs not
linked up etc…).
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[System name] scenarios
required for a certification).
All the candidates listed require a
certification so she uses the select all
option and adds the candidates to her late
certification request list.
Suzanne’s late certification list is updated
so that Suzanne can see that the
candidates have been added.
Suzanne repeats this process for the other
2 subjects until she has listed all the
candidates that she thinks require a
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Suzanne will only be able to
select candidates that have
been entered for enough units
to qualify for the full
certification award.
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How many candidates will be
selectable? If we show all (to
avoid paging) is this likely to
lead to an issue?
Will need to provide good
feedback so that Suzanne
knows that late certification
requests have been made for
these candidates
v1.0
Suzanne might want to view
the admin guide so that she
can see which units need to
have been taken to qualify for
the overall certification.
Allow Suzanne to re-order the
list of eligible candidates (by
name, by candidate num, by
UCI) so that the list is in the
same order as hers.
Maintain mini-list when
candidates are selected (like
the entries prototype) so that
Suzanne can check the list
before submitting.
Show candidates currently in
Suzanne’s late certification list
Show how many candidates
are in the late certification list
and how many are listed for
each certification award
[System name] scenarios v1.0

certification.

Suzanne wants to make sure that she has

listed all the candidates she needs. She
checks that each assessment has the right
number of candidates shown and checks
that her spreadsheet lists match up with
the one shown on screen.

Suzanne notices that she’s accidently Allow Suzanne to remove

included a student that has chosen to candidates from her late
retake a subject so doesn’t require the certification list
certification. She removes him from the
list.

Suzanne is now happy that she’s listed all

the candidates she needs to, so selects
the option to submit the request to OCR.

Suzanne is asked to check her contact
details, including her telephone number
(in case there are problems with the late
certification request) and email address.
She notices that the telephone number is
out of date so enters her current one.
Will we also require Suzanne’s Allow Suzanne to check and if
telephone number? This could necessary change contact
be useful for contacting her. details (telephone number and
email address) before
submitting a late certification
request
Allow Suzanne to choose
whether to be emailed when
results are available or not (if

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[System name] scenarios
She is pleased to read that results are
usually available within 2 working days
and that she’ll be emailed as soon as the
results are available.
Suzanne submits the late certification
request and receives confirmation that
the request has been received. She is
pleased to read what she can expect to
happen next (including that results should
be available within 2 working days) and to
find out that she can check the progress
of the request on Interchange. The OCR
contact details are shown (in case she has
a query), together with the OCR contact
details for any enquiries.
The next day Suzanne receives an email
informing her that her late certification
request has been processed and that the
results are available. She clicks on a link
and is asked to login to Interchange. Upon
logging in she is presented with a run
down of the results for the candidates
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Email should be relatively
specific (i.e. results for the
following late certification
results are available) and
include OCR contact details.
Suzanne is likely to have to
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Can a later certification
request be cancelled once it
has been submitted? Would it
make sense to do so?
Will this be an HTML or text
only email?
Should the link go to the
results or the late
certifications section of
Interchange?
v1.0
so Suzanne should check and if
necessary amend her email
address)
Provide confirmation that a
late certification request has
been received. Confirmation
should contain details such as
a reference number, what will
happen next, OCR contact
details and instructions for
checking the progress of late
certification requests
Send an email once a late
certification request has been
resolved with a link for viewing
the results
Allow Suzanne to view
candidate results following the
[System name] scenarios v1.0

that were submitted as part of the late
certifications request.
login from the link – she’ll resolution of a late
need to be automatically certification request
redirected to the results
(following login).
Will need a recognisable
sender and descriptive subject
line for the email so that
Suzanne doesn’t think that it’s
spam.

Suzanne notices that a few candidates are
missing results (these are highlighted for
her). She clicks on a link to view an
explanation for why this is, including a
telephone number in case she wants to
enquire further. Suzanne is pleased to
read that the missing results are being
looked into by OCR and that she will be
contacted once they have been resolved.
There should be some
explanation for missing or
incomplete results (X, #).
Will want to let Suzanne know
that a missing and incomplete
result query has been raised.
Will want to include contact
details in case Suzanne needs
to get in contact with OCR.
Allow Suzanne to view an
explanation for why results are
not available (e.g. missing),
including what’s happening
about this and what she can
expect to happen next
Include a link to the missing
and incomplete results query
for the candidate (if one exists)

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