Case study: customer service
Business problem: A small software firm wants to break into a new market with a mobile app for tracking customer service requests at Department of Motor Vehicles (DMV) service locations. The app will allow users to take a number with their mobile device as they pass into a geofence representing the service area. This will allow customers to immediately move to the next available window or to take a seat and wait comfortably for an associate to assist them. One primary business requirement states that service will be delivered to customers on a first-come, first-served basis. In addition to the business requirements, the team wants to implement the core functionality with a generic design so that they can expand to ...
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