User Stories
Some users of the system will be known as concerned parties. These concerned parties have very similar needs, however they may fall into two main categories depending on how a dispute is initiated:
- Complainants: Users that wish to initiate a dispute process with another user
- Respondants: Users with whom a dispute process has been initiated by a complainant
It is worth noting that concerned parties only refer to complainants and respondents, i.e. they do not include the other user types detailed below.
Concerned Parties
As a Concerned party I want to manage my contact details so that I am reachable in the event of a dispute
As a Concerned party I want to be notified of an update in a dispute I am involved in so that I am well-informed of the status of the dispute.
As a Concerned Party, I want to be look at an archive of previously resolved cases such that I can clearly see how
As a Concerned Party, I want to search the archive for disputes related to my case, such that I can get a sense of precedence
As a Concerned Party, I want to group similar disputes together, such that I can find patterns between similar disputes
As a Concerned Party, I want to be see the time taken for a dispute to be resolved such that I can estimate how long certain disputes will take.
As a Concerned Party, I want to view the events of previously resolved dispute to get a better sense of the flow of a dispute.
As a Concerned Party, I want to create a ticket so that I can communicate the administrators of a dispute
Complainant
As a Complainant I want to initiate a dispute so that I can begin resolving the dispute
As a Complainant I want to upload documents to provide evidence to justify a dispute
As a Complainant I want to talk privately to Mediator so that I can discuss the dispute in more depth
As a Complainant I want to upload documents to refute counter-evidence provided by the Respondant so that both parties are in agreement of the evidence at hand
Respondent
As a Respondant I want to receive a notification about the dispute so that I can begin resolving the dispute
As a Respondant I want to upload documents to refute evidence provided by Complainant
As a Respondant I want to challenge an appointed mediator to ensure that the dispute process remains unbiased.
As a Respondant I want to be notified when a dispute is submitted against me so that I can provide a response to the complainant.
Experts/Mediators
As a Mediator I want to be assigned a dispute so that I can begin mediation
As a Mediator I want to see the documents provided by the Complainant and Respondant so that I can ensure due course was followed
As a Mediator I want to customise the workflow of the dispute so that I can ensure the fairest way to hear from both Parties
As a Mediator I want to see cultural information of each party so that I can be more sensitive to the Parties
As a Mediator I want to be able to deny an assignment to a dispute when there is a conflict of interest so that the dispute remains unbiased.
Organisation Owner
As an organisation owner I want to create an organisation so that I can manage that organisation
As an organisation owner I want to specify a set of workflows for my organisation so that all disputes follow due process
As an organisation owner I want to specify pools of experts so that a mediator is correctly chosen based on their expertise
As an organisation owner I want to see all ongonig disputes so that I am well informed of them
Admin
As an administrator, I want to be able to change the state of a workflow so that I can accommodate for exceptional circumstances
As an administrator, I want to be able to change the deadline of a workflow state so that I can allow for leniency in time frames
As an administrator, I want to be able to create workflows so that I can cater for different dispute resolution methods.
As an administrator, I want to be able to review expert objections so that I can determine whether they are substantive
As an administrator, I want to be able to see all created disputes so that I can get an overview of what disputes are being filed
As an administrator, I want to be able to see all open tickets so that I can have an overview of what tickets are getting opened.
As an administrator, I want to be able to respond to an open ticket to communicate with the user that filed the ticket
As an administrator, I want to be able to manually change the tags of a dispute so that I can ensure that the tags are correctly assigned
As an administrator, I want to be able to see a monthly report of disputes filed so that I can get insights into the dispute resolution process over time.
As an administrator, I want to be able to see all workflow definitions in the system so that I can view them and possibly edit them.
As an administrator, I want to be able to see all open tickets so that I can have an overview of what tickets are getting opened.
As an administrator, I want to be able to respond to an open ticket to communicate with the user that filed the ticket