Supporting Existing Usage Patterns

Express existing usage patterns as clearly measurable goals. The following questions can help determine such goals.

• How are current services utilized?

• What are the usage patterns (for example, sporadic, frequent, or heavy usage)?

• To which sites do your users typically connect?

• What size messages do users commonly send?

• How many transactions do users typically complete per day or per hour?

Study the users who access your services. Factors such as when users access existing services and for how long are keys to identifying your goals. If your organization’s experience cannot provide these patterns, study the experience of similar organizations.