User Stories

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1. As Adam I want to send an SMS complaint about my building so that the issues I am dealing with are publicly voiced.
   • Judy: SMS is important as a large portion of lower income families have no access to the internet.
   • Judy: The cost of the SMS feature is an issue as we might not have the budget to support it.
   • Judy: People will be provided with information on how to complain using an SMS.
   • To minimize mistakes with user input we can specify a simple number code for each complaint.
   • SMS complaints can have a strict input format with the address followed by a space delimited list of complaint codes.
2. As Adam I want to receive a confirmation after I submit a complaint so that I know my submission was successful.
   • Judy: We have different types of people making complaints and we want to make sure the process is transparent for each of them.
   • Judy: An SMS verification could include ACORN contact information.
   • We can also include the address or name of the building.
3. As Aliya I want the SMS complaints to fit into distinct categories so that the data we collect is easier to organize and understand.
   • Judy: The complaint categories are - Bed bugs, Cockroaches, Mice, Heating, Plumbing, Elevator not working, Repair order not followed, Mould, Other.
   • We can create number codes for each category to make it easier for users to complain with an SMS.
4. As Aliya I want the web complaints to fit into distinct categories so that the data we collect is easier to organize and understand.
   • Judy: The complaint categories are - Bed bugs, Cockroaches, Mice, Heating, Plumbing, Elevator not working, Repair order not followed, Mould, Other.
5. As Aliya I want to see what areas of the map have buildings with complaints so that I can focus ACORN's resources on the most problematic areas.
   • Judy: I want to look at the map and see what areas have buildings with complaints.
6. As Aliya I want to filter the buildings on the map by complaint categories so that I can better understand the relationships between neighbourhoods and categories.
   • Judy: I want to be able to see what categories of complaints are showing up in what neighbourhoods.
7. As Aliya, I want to filter buildings on the map by the time of submission of the most recent complaint, so that I can find currently problematic buildings.
   • Judy: I want to look at the map and quickly get a sense of what areas are trending.
   • A time filter with simple increments - past week, past month, past 3 months, past 6 months, past year.
8. As Aliya I want the map to differentiate between buildings with a few complaints and those with lots of complaints so that I can focus ACORN's resources on the most problematic buildings.
   • Judy: It is very important that the number of complaints affects the type of map marker a building receives.
   • Intensity of colour could be a simple solution to this problem.
9. As Aliya I want to give Adam and Jane relevant contact information for ACORN so that they can connect with our organization and other people who are trying to solve their problem.
   • Judy: We want to give users complaining contact information for ACORN so that we can encourage them to join with other people who are struggling to enact change.
10. As Aliya I want to be able to delete a building from the website so that the information on the website is accurate.
    • Judy: We might need to delete a building if an owner starts legal action against us.
11. As Aliya I want to be able to delete complaints about a building so that the information on the website is accurate.
    • Judy: Deleting complaints would be ideal as long as the interface is simple, especially if we realize a complaint isn't relevant.
12. As Aliya I want to minimize spam on the website so that information collected is accurate.
    • Judy: We don't want to have to worry about form fillers or other types of spam.
    • A captcha on each user submission would work.
    • To minimize user friction perhaps we can only show it if the system is suspicious about a submission.
13. As Aliya I want to collect analytic information about the pages on the website so that I can figure out which pages are popular and direct ACORN's resources accordingly.
    • Judy: We use Google Analytics. I love Google Analytics!
    • We need ACORNS' Google Analytics account.
14. As Aliya I want to collect contact information from Adam so that I can follow up and encourage him to join ACORN.
    • Judy: Building up a database of people to follow up with is important for us.
    • We will have the phone number but maybe not the name.
15. As Aliya I want to collect contact information from Jane so that I can follow up and encourage her to join ACORN.
    • Judy: The more information we can collect on users submitting complaints the better - definitely email and a name.
    • Judy: The user should not be overwhelmed with the submission form. The complaint is still important even if we don't collect any of the other information.
    • We can use a two step process. After the submit, we ask the user to verify and add their contact information.
16. As Aliya I want to export the contact information for Adam and Jane so that I can add it to my database of people to follow up with.
    • Judy: Our user database can import csv files.
    • We need the information ACORN's database is looking for.
17. As Aliya I want to limit duplicate complaints so that the information we collect isn't biased towards one person or building.
    • Judy: One person repeatedly submitting the same complaint might be a problem for our system.
    • Judy: People will have legitimate reasons for submitting the same complaint.
    • Judy: Perhaps we can limit the submissions to once per day?
    • For the website we could use a combination of user-sessions and cookies.
    • For text messaging we could limit the complaints by phone number.
18. As Jane I want to submit a complaint about my building through the website so that the issues I am dealing with are publicly voiced.
    • Judy: Complaints are often motivated by anger and helplessness.
    • Judy: We need a simple form for people to voice their complaints.
    • The form needs to minimize friction through simplicity and good design.
19. As Jane I want to receive a confirmation after I submit a complaint so that I know my submission was successful.
    • Judy: We have different types of people making complaints and we want to make sure the process is transparent for each of them.
    • We can show the submitter the information they have submitted and give them a chance to correct it.
20. As Jane I want to be able to send in a comment about my building so that I can share more information about my problem and have conversations with other people having the same problem.
    • Judy: It would be nice to have a place for people to have conversations about their problems.
    • We can use disqus as a solution for this.
21. As Jane I want to be able to send in a picture about my building so that I can provide visual evidence of the issues I am dealing with.
    • Judy: Photo evidence of a problem would be very effective.
    • Disqus allows photos with comments.
22. As Jane I want to easily find out how to use the website so that I can quickly understand how it works and what I can do.
    • Judy: A simple help page would be very useful.
    • We need find an effective way of communicating the features of the site with burdening the user with too much information.
23. As Ken I want to search for complaints about a specific building so that I can be better informed about an apartment I am thinking about renting.
    • Judy: The site we would like to model this on is the bedbug registry.
    • Judy: We want to make this useful to people who are looking for a place to move into.
    • Judy: We want this site to bring more attention to ACORN.
24. As Ken I want to select a building marked on the map to see it's complaints so that I can see the problems with a building I am curious about moving into.
    • Judy: We want to make this useful to people who are looking for a place to move into.
    • Judy: We want this site to bring more attention to ACORN.
25. As Ken I want to look at a map to see what areas have complaints so that I can make a better choice about a neighbourhood I am thinking about moving into.
    • Judy: The map would present useful information on neighbourhoods with problems.