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Home / Use Cases


3rd Deliverable – Use Cases:


Use Case One:


Jack Fuller

Name: Jack Fuller
Position in the company: Web Development Manager
Age: 44
Goals: Looking for a solution that will allow his internal team to collaborate within the office and with a growing number of freelancers.
Company name: Micato Safaris
Company size & location(s): 200 employees with 80 at a central sales and marketing office in New York City, NY and destination management office locations in Africa.




Jack was there when Micato opened their doors in 1986, shortly after receiving his BS in computer science. He watched this safari company grow from four employees, huddled around a fax machine sending customer lists to their two safari lodges in Kenya, to 200 employees distributed across the U.S. and Africa. As chief technology officer, Jack worked hard to get any level of Internet connectivity established at his company's offices, located in remote areas across the African continent. Micato Safaris launched their website in 1997. The site has grown from a small static site to being an integral part of the company's marketing efforts and a source of more than 50% of the company's booking revenue.


As the website has grown, so has the team of developers, designers, and content contributors, behind it. Jack often comments on how is job was "so much easier" when the site was managed by one developer who received text and images from the marketing department and the development schedule was handwritten.


Over the past decade, the web development team has found it difficult to brainstorm new ideas or to even review the competition's websites to assess how competitive their site's features, content and functionality are. Jack wants a solution for collaborating within his office, with local freelancers and with the company's remote offices. He wants the team to have the option to share their PC or the laptop that is made available in every conference room, so that presentations can be given from any computer. The core of Jack's vision for collaboration is a shared whiteboard application that will take the place of the whiteboards they have hanging around the office. He requires a shared area for chat and voice communications, with video as a possible option. Since some of the company's offices connect to the Internet via satellite from remote destinations in Africa, he requires a solution with a low bandwidth option.


Due to the company's decision to attempt an IPO next year, the pressure is on Jack to come up with a solution that will allow the company to conduct meetings from any office in the company, and facilitate collaboration and knowledge sharing as they develop new aspects of the company's website and online marketing strategy. As a small company, many of the high priced options such as renting dedicated communication lines between offices, are not possible. Jack is under a tight deadline to make a decision and doesn't have a multi-million dollar budget.


Jack is personally motivated by a greater financial gain when the company goes public, if he can prove to potential investors how robust the company's technology infrastructure is. He has been working with his team to define their requirements and will now be reviewing different solutions. The team is based in the New York City office. As the website great, the department has been utilizing consultants and freelancers more often. Occasionally, the team needs to include coworkers from the company's offices in Africa in collaboration on new aspects of the website or web technology.




Must have: Nice to have:
  • chat
  • audio
  • white board or other shared area
  • simultaneous interaction with shared control over the meeting
  • low-bandwidth requirements
  • video
  • ability to display documents from local network
  • archiving documents
  • revision history
  • easy to use
  • multi-cultural support



Use Case Two: 


Mark Williams

Name: Mark Williams
Position in the Company: Director of Technology
Age: 43
Goals: Find a tool, which will allow the university to provide online courses worldwide. Tool will allow the instructors to provide trainings to multiple people and ability to pass controls to each other.  
Company: Chicago University
Company Size & Location(s): Chicago University is located in Chicago, IL USA. Chicago University has 1000 employees at the main campus and 200 employees in remote campus spread throughout the world.




Chicago University is a Non-for-Profit University established in 1995.  The University employs 1,200 employees, 1,000 on the main campus and 200 on remote campuses spread around the world. Chicago University recently hired Mark Williams as Director of Technology. Mark is a smart and highly motivated person. He graduated from Northwestern University with a MBA. After graduation, he worked as a consultant for many years in order to gain expertise in IT management.


Chicago University would like to offer online courses to its students. Online courses would allow the university to expand their education services worldwide and reduce cost. As the Director of Technology, Mark is dedicated to finding the right tool that will allow the university to offer courses online.


Mark decided to gather the requirements for the tool by talking to instructors, students and various other stakeholders. He surveyed many students to see what features they would expect from an online course. After lots of research, Mark decided to find a solution, which allows the instructors to collaborate with students who are interested in online courses. He was able to narrow the scope to a few key requirements. The solution should be user friendly with audio/video conferencing as well as chat capabilities. He is concern with multiple people presenting, so the solution should provide the ability to pass control of the presentation to each other. With multiple presenters, the tool should be able to present and display documents to multiple users in real-time.  


Students should be able to communicate via his/her microphone with the instructor and other students. As documents are being presented in the online course, the tool should be able to support document-archiving capabilities for students to view the documents for later use:  The online solution should be secure and support uploading and downloading files such as assignments and exams.  Many of the students requested to have a website blog or forum where they could start a topic, make comments and interact with each other. 


The instructors were interested in being able to post announcements as well as sending out distributed emails to everyone enrolled in the course.  Since some students cannot attend the online course, they need the ability to download the course recording. The Chicago University has training contracts with big companies so Mark wants the solution to support 300+ people viewing the presentation.


Mark realizes Chicago is a world-renowned University and by investing and implementing the online solutions, they would benefit in a very short time. He already has a budget assigned to this project so he is not concern about money.  He is concern if the tool is browser compatible.  He would like students from both platforms (PC and MAC) to be able to successfully use the tools and be able to collaborate. 




Must have: Nice to have:
  • user Friendly
  • audio and video
  • shared pass control to presenters
  • real-time visual presentation
  • 2way audio communication via mic
  • blog
  • announcements
  • visual document display
  • document management
  • large audiences to presentation (300+ people)
  • course recording capabilities
  • 24/7 help support
  • browser compatibility
  • course evaluation forms



Use Case Three:


Kimberly Jackson-Simon

Name: Kimberly Jackson – Simon
Position in the company: Assistant Vice President of the Marketing and Internet Technology Division
Age: 46
Goals: Find a web based collaboration and conference tool that will allow multiple presenters around the globe to display Presentations/Documents in real time synchronous interaction with tool and display with an audience up to 500 users.
Company name: Greene International
Company size & location(s): Green International is located in Redding, Pennsylvania.  The company is a Fortune 1000 Company with over 40,000 employees.  The Market and Internet Technology Group has over 350 employees.  175 employees located at the home office and 175 employees spread throughout the world in Ireland, India, Mexico and Brazil.




Kimberly is a very bright and ambitious person. She has been with Green for her entire career. She started Green as a developer and moved up the ranks until she reached her current position of Assistant Vice President of Global Process Solutions. The Global Process Solutions group is responsible for defining and maintaining standards for Project Management at Green International.


Global Process Solutions is the midst of revising their current policies and process documents. The new release is targeted for the end of 2nd quarter 2010. The groups’ method of collaborating process document revisions between team members is very antiquated. The problem has become more complex now that the team has expanded. Kimberly’s team has grown from 30 people in their corporate office to 175 team members globally. The group currently uses Outlook to send process documents back and forth for updates and they use phone conferencing to discuss updates and changes. This asynchronous exchange of documents is very slow. Because documents are emailed back and forth the group often lose track of revisions. Often times team members accidently write over someone else's updates leaving the group unable to revert to a previous version of the document. She would also like to integrate audio and possibly video capabilities to help with collaboration. This will eliminate the old way of using a conference call to discuss revisions and exchange ideas.


Kimberly realizes the group cannot continue to manage document revisions in this manner; they need the ability to create revisions to existing process documents more rapidly. Unlike most leaders, Kimberly is not concerned with the initial cost and maintenance support. Her concern lies with how much time and training the group will need to get up to speed with their tight deadline rapidly approaching.




Must have: Nice to have:
  • display in real time synchronous interaction
  • editing capabilities
  • searching and managing documents
  • version control
  • audio capabilities
  • video capabilities
  • 24 hours support
  • attaching discussion threads
  • archiving documents
  • user friendly



Use Case Four:


Maggie Aronson

Name: Maggie Aronson
Position in the company: Owner and President
Age: 45
Goals: Find an internet tool that will allow her small privately owned company to expend internationally by offering online training courses, and webinars.  A solution that will allow multiple presenters, possibly located at different cities or countries, to pass control between each other. As well as being able to share their screens with a large audience of up to 500 people.
Company name: AronsonLearning, LLC
Company size & location(s): Company employs 35 full time personnel as well as another 20 teachers that are hired on a subcontract basis as needed.  The company is located in Austin, TX.




Maggie is an entrepreneur at heart, who received her MBA degree from University of Texas in Austin. Soon after graduating she started AronsonLearning (AL) training school. At the beginning, the company consisted of five employees. Over the years it grew to have 35 full time employees including staff personnel, highly educated certified teachers, as well as 20 freelance subject matter experts, all located internationally. The main company’s focus is to provide training seminars for all sizes businesses, as well as on site software training and certification programs. Until now, for a large group audience, the certified teacher would travel and perform the seminar at the client’s location. For smaller groups or private individuals the AronsonLearning offered training on its site in its office located in Austin, TX.


As the company grew, new challenges arose and new horizons opened up. Maggie realized that there are other ways, not just face-to-face, to conduct seminars and presentations. She realized that by incorporating online solutions, the company could become much more productive and cost effective. She no longer would have to pay the travel expenses for the subject experts located all over the country or her own employed certified teachers. They could simply conduct webinars using online collaboration tool from their own location.


After discussion with her employees, they decided that the tool needed to be user friendly for the presenters and easy to implement for the audience. Because the webinars and training the school provides are often heavy on graphics, the tool needs to have high quality visual capabilities. As well as high quality audio capabilities, so the teacher can easily communicate with his/her audience.


Many times, the seminars and teaching courses the school offers are prepared for up to 500 participants. Therefore, it is expected that the online collaboration solution will be capable to support a large number of users. Often times during the training sessions, the subject expert is invited to lead a part of the seminar. The team’s concern is if the online solution will be able to support more than one presenter, or perhaps passing control to the facilitator on the client’s site. And if passing control between the presenters would be done in friendly and effective fashion.


Even though Maggie realizes that in the end the online solution will give her a business advantage and will cut the travel costs, this is new territory for her business, which no one is familiar with. She is concerned about the initial cost and maintenance of the software, how difficult it is to set up, and how much time it will take for her employees to learn it, as well as if they would get any support if they are experiencing some difficulties.




Must have: Nice to have:
  • user friendly interface
  • visual
  • audio
  • enterprise capacity (up to 500 people)
  • ability to pass control between presenters and participants
  • video
  • free initial training support
  • 24 hours support
  • cross platform capabilities
  • browser compatibility
  • teacher evaluation electronic form

Comments (2)

Dr. Ruth Ter Bush said

at 5:51 pm on Nov 1, 2009

These are much improved. UC 2 still has some English usage issues.

Dr. Ruth Ter Bush said

at 12:55 pm on Oct 19, 2009

UC 1 -- pretty good but I'm not sure exactly what type of collaboration tool we're looking for
UC 2 -- you are missing some major requirements for classroom use
UC 3 -- need to know more about what they expect to collaborate on, this will effect the type of tool that is appropriate.
UC 4 -- good job, but awfully similar to UC 3. I was hoping for 4 relatively different cases.

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