Process Flows

Prepared by: Raymond A. Monaco Senior information Architect

 Table of Contents
Table of Contents 2
USECASE: SET LOCATION SR49 3

© Ogilvy 2007. All rights reserved — Confidential Materials

USECASE: Individual - Easy Registration for New Product Owners (SR-6)
Descriptions
The system shall automatically register a new Jackson
client as a user for JNL.com.
The user name shall consist of the Individual's first and
last name and first 3 numbers of the individual's account
number.
A user's default password will be their social security
number.
Users shall be required to change their password after
their first login.

Compliance?

Conformation
Email sent to
FP

FP
Submit
Jackson System Supplies
Information to
Jackson Login to FP’s System: Generates FP retrieves Individual
Create New
Homepage Section Policy Username Policy info with
Policy for
Policy,
Individual Generation Password
Username &
Password
FP Producer
FP (Producer)

Login to
Individual’s
Prompt to Confirmation
Section
Jackson change Username
With
Homepage Username Password
Username
Password changed
Password
for first time
User - Individual

Flowchart Key
Multiple
Screen Screen Pop-up
Screen
Pages

User

User System Decision

Process Process

Start Process Stop Process Email

*NOTE: ALL COPY FOR PLACEMENT ONLY

CLIENT PROJECT PROJECT NUMBER FILENAME PAGE TITLE PAGE LAST EDIT DATE
Jackson Redesign Usecase Userflows
Jackson Site Rebuild ####### USECASE: Individual - Easy Registration for New Product Owners (SR-6) 3 of 32 2/18/2009 4:17 PM
© Ogilvy 2007. All rights reserved — Confidential Materials
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USECASE: Individual - Ability to Save Fillable Forms (Local Save) (SR-8)
Descriptions

Forms shall consist off PDF files that are

downloadable.
Downloadable PDF forms Shall be electronically
fill-able
Electronically fill-able forms shall have the ability to
be saved locally on user’s machines.

Page contains:
State selector
Product
Jackson User enters Transaction
appropriate fields: System validates
Homepage FP clicks “login” y Entry valid? y My forms page Results
Username and entry fields
Password Check box to select forms

n
FP (Producer)
Select and
Download n
User clicks on forms
See Use case for
y Forgot Username y SR 121
link

Fill-able
&
Downloadable form
User clicks on
See Use case for
y Forgot Password y SR 122
link

y
n

User clicks on
y Register link y See Usecase TBD

Flowchart Key
Multiple
Screen Screen Pop-up
Screen
Pages

User

User System Decision

Process Process

Start Process Stop Process Email

*NOTE: ALL COPY FOR PLACEMENT ONLY

CLIENT PROJECT PROJECT NUMBER FILENAME PAGE TITLE PAGE LAST EDIT DATE
Jackson Redesign Usecase Userflows
Jackson Site Rebuild ####### USECASE: Individual - Ability to Save Fillable Forms (Local Save) (SR-8) 4 of 32 2/18/2009 4:17 PM
© Ogilvy 2007. All rights reserved — Confidential Materials
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USECASE: Individual - Most Commonly Used Forms (SR-21)
Descriptions

The system will include an area on the site

with the most commonly used forms for
product owners.

Individual clicks
“login” Presented User enters
Jackson
Individual clicks With “Individual appropriate fields: System validates
Homepage y Entry valid?
“login” clicks “login” Username and entry fields
Dashboard” Password

Individual n y

“Most Recent
Forms” Module
Individual Displayed
User clicks on
See Use case for Logged In
y Forgot Username
SR 121 State / Home /
link
Dashboard

PDF Form
User clicks on
See Use case for
y (Pop-Up)
y Forgot Password
SR 122
link

n
n

Download Fillable
y Form to Desktop

User clicks on
y Register link
See Usecase TBD
n

Close Pop-Up

Flowchart Key
Multiple
Screen Screen Pop-up
Screen
Pages

User

User System Decision

Process Process

Start Process Stop Process Email

*NOTE: ALL COPY FOR PLACEMENT ONLY

CLIENT PROJECT PROJECT NUMBER FILENAME PAGE TITLE PAGE LAST EDIT DATE
Jackson Redesign Usecase Userflows
Jackson Site Rebuild ####### USECASE: Individual - Most Commonly Used Forms (SR-21) 5 of 32 2/18/2009 4:17 PM
© Ogilvy 2007. All rights reserved — Confidential Materials
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USECASE: Individual - Ability to Save Fillable Forms (local Save) (SR-5)
Descriptions

xxxxxx

FP clicks “login”
Presented User enters
Jackson
Individual clicks With “Individual appropriate fields: System validates
Homepage FP clicks “login” y Entry valid?
“login” clicks “login” Username and entry fields
Dashboard” Password

FP (Producer) n y

User clicks on See Use case for

y Forgot Username y SR 121 (Fill-able)
Jackson
link Forms
Homepage
Page

User clicks on PDF Form

See Use case for
y Forgot Password y SR 122 y (Pop-Up)
link

n
n

Download Fillable
y Form to Desktop
User clicks on
y Register link y See Usecase TBD

Close Pop-Up

Flowchart Key
Multiple
Screen Screen Pop-up
Screen
Pages

User

User System Decision

Process Process

Start Process Stop Process Email

*NOTE: ALL COPY FOR PLACEMENT ONLY

CLIENT PROJECT PROJECT NUMBER FILENAME PAGE TITLE PAGE LAST EDIT DATE
Jackson Redesign Usecase Userflows
Jackson Site Rebuild ####### USECASE: Individual - Ability to Save Fillable Forms (local Save) (SR-5) 6 of 32 2/18/2009 4:17 PM
© Ogilvy 2007. All rights reserved — Confidential Materials
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USECASE: FP My Favorite forms (SR14)
Descriptions

xxxxxx

FP clicks “login”
Presented User enters
Jackson FP Home
Individual clicks With “Individual appropriate fields: System validates View pop-up of
Homepage FP clicks “login” y “Dashboard” y
“login” clicks “login” Username and entry fields PDF
Dashboard” Password

n y
n y
FP (Producer)

n
User clicks on See Use case for Forms Page
y Forgot Username y SR 121
link
y

n y
Download to
Desktop

User clicks on
See Use case for
y Forgot Password y SR 122
link
n
y

n
Add form to
List of favorite
forms

User clicks on
y Register link
y See Usecase TBD

Flowchart Key
Multiple
Screen Screen Pop-up
Screen
Pages

User

User System Decision

Process Process

Start Process Stop Process Email

*NOTE: ALL COPY FOR PLACEMENT ONLY

CLIENT PROJECT PROJECT NUMBER FILENAME PAGE TITLE PAGE LAST EDIT DATE
Jackson Redesign Usecase Userflows
Jackson Site Rebuild ####### USECASE: FP My Favorite forms (SR14) 7 of 32 2/18/2009 4:17 PM
© Ogilvy 2007. All rights reserved — Confidential Materials
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USECASE: FP Improved Product Performance Reports SR16
Descriptions
The System Shall Support:
Ability to filter by “my performance reports”
Ability to filter by “date range”
Ability to view performance by a calendar view
Ability to utilize third-party reports
Ability to view performance by line graph
Ability to view across all individuals performance reports
Ability to view by sub-account performance
Ability to view by set and FP-determined portfolio
allocation strategy (by day, month and year)

FP clicks “login”
Ability to filter by “my performance reports”
Presented User enters
Jackson FP
Individual clicks With “Individual appropriate fields: System validates
Homepage FP clicks “login” y y Dashboard
“login” clicks “login” Username and entry fields Ability to filter by “date range”
Dashboard” Password
Ability to view performance by a calendar view

Ability to utilize third-party reports

FP (Producer) FP (Producer) n y
Ability to view performance by line graph
y
Ability to view across all individuals performance reports
Performance
User clicks on See Use case for
y Reports Ability to view by sub-account performance
y Forgot Username SR 121
link Ability to view by set and FP-determined portfolio allocation
strategy (by day, month and year)
Jackson
Homepage

n
State: logged-in

User clicks on
See Use case for
y Forgot Password y SR 122
link

Performance n
Reports

User clicks on
y Register link
y See Usecase TBD

State: Not logged-in

Flowchart Key
Multiple
Screen Screen Pop-up
Screen
Pages

User

User System Decision

Process Process

Start Process Stop Process Email

*NOTE: ALL COPY FOR PLACEMENT ONLY

CLIENT PROJECT PROJECT NUMBER FILENAME PAGE TITLE PAGE LAST EDIT DATE
Jackson Redesign Usecase Userflows
Jackson Site Rebuild ####### USECASE: FP Improved Product Performance Reports SR16 8 of 32 2/18/2009 4:17 PM
© Ogilvy 2007. All rights reserved — Confidential Materials
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USECASE: FP Commitment Site Area SR18
Descriptions

The system shall have a 1-4 page area on the site

dedicated to FP’s stating Jackson’s commitment to them
and the success of their businesses. This area will
promote Jackson’s excellent offline wholesaling and
communicate key messages to prospective FP’s. Feature
may leverage other tactics (e.g., forms, click to chat to
discuss becoming an FP,) in the event they are
implemented. Other interactive elements will demonstrate
FP commitment and the value of becoming an appointed
FP.

Ideas
Idea: Have a gmail style invite to Prospect FP’s . Drive
prospect FP to Jackson Commitment area.

Click to Chat Module

Jackson Jackson FP
Homepage Page

y Why Jackson Statement

FP (Producer)

Marketing literature
For
Commitment to
FPs

y Rich Media (training material)

Rich Media (reinforces Jackson’s brand position)

Rich Media
Experience
Demo of
dashboard

Flowchart Key
Multiple
Screen Screen Pop-up
Screen
Pages

User

User System Decision

Process Process

Start Process Stop Process Email

*NOTE: ALL COPY FOR PLACEMENT ONLY

CLIENT PROJECT PROJECT NUMBER FILENAME PAGE TITLE PAGE LAST EDIT DATE
Jackson Redesign Usecase Userflows
Jackson Site Rebuild ####### USECASE: FP Commitment Site Area SR18 9 of 32 2/18/2009 4:17 PM
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USECASE: Pay Me Now? SR22
Descriptions
The system shall allow the FP’s to request advanced
commissions in the present

Ideas
Idea: Have a gmail style invite to Prospect FP’s . Drive
prospect FP to Jackson Commitment area.

FP clicks “login”
Presented User enters
Jackson FP Dashboard
Individual clicks With “Individual appropriate fields: System validates
Homepage FP clicks “login” clicks “login” y y
“login” Username and entry fields
Dashboard” Password

The system shall have the ability to display a

FP (Producer) n y
historical view. (Advanced Commission History)
This functionality is based upon

User clicks on See Use case for

y Forgot Username y SR 121
Advanced
link Commission

User clicks on
See Use case for
y Forgot Password y SR 122
link

User clicks on
y Register link
y See Usecase TBD Validate this with Jeff
>Pay Me now<?

Flowchart Key
Multiple
Screen Screen Pop-up
Screen
Pages

User

User System Decision

Process Process

Start Process Stop Process Email

*NOTE: ALL COPY FOR PLACEMENT ONLY

CLIENT PROJECT PROJECT NUMBER FILENAME PAGE TITLE PAGE LAST EDIT DATE
Jackson Redesign Usecase Userflows
Jackson Site Rebuild ####### USECASE: Pay Me Now? SR22 10 of 32 2/18/2009 4:17 PM
© Ogilvy 2007. All rights reserved — Confidential Materials
v5.0.vsd
USECASE: Mass Trading SR26
Descriptions

The system shall provide mass trading functionality.

FP clicks “login”
Presented User enters
Jackson FP Dashboard
Individual clicks With “Individual appropriate fields: System validates
Homepage FP clicks “login” y
“login” clicks “login” Username and entry fields
Dashboard” Password
The system shall have the ability to display a
historical view. (Advanced Commission History)
This functionality is based upon
FP (Producer) n y

User clicks on See Use case for

y Forgot Username y SR 121 Mass Trading
Sub Account
link y y Trading Page

n n

User clicks on
See Use case for
y Forgot Password y SR 122
link

User clicks on
y y See Usecase TBD
Register link Question: Should the FP be
required to first go through the
book of business to get to Mass
Trading? How will they relate to
BOB to Mass Trading.

Flowchart Key
Multiple
Screen Screen Pop-up
Screen
Pages

User

User System Decision

Process Process

Start Process Stop Process Email

*NOTE: ALL COPY FOR PLACEMENT ONLY

CLIENT PROJECT PROJECT NUMBER FILENAME PAGE TITLE PAGE LAST EDIT DATE
Jackson Redesign Usecase Userflows
Jackson Site Rebuild ####### USECASE: Mass Trading SR26 11 of 32 2/18/2009 4:17 PM
© Ogilvy 2007. All rights reserved — Confidential Materials
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USECASE: Commission Revocation SR2
Descriptions
The system shall have the ability to display commissions
that have been revoked, denied or suspended.

FP clicks “login”
Presented User enters
Jackson FP Dashboard
Individual clicks With “Individual appropriate fields: System validates
Homepage FP clicks “login” clicks “login” y y
“login” Username and entry fields
Dashboard” Password The system shall have the ability to show historic
commissions.
The system shall have the ability to take action on
n revoked commissions.
FP (Producer) y

User clicks on See Use case for Commission

y Forgot Username y SR 121 Revocation
Sub Account
link y y Trading Page
Page

n n

User clicks on
See Use case for
y Forgot Password y SR 122
link

User clicks on Question:

y y
Register link
See Usecase TBD
Can we have “revoked” on a
status in column or does
“revoked commissions
warrant having its own page

Flowchart Key
Multiple
Screen Screen Pop-up
Screen
Pages

User

User System Decision

Process Process

Start Process Stop Process Email

*NOTE: ALL COPY FOR PLACEMENT ONLY

CLIENT PROJECT PROJECT NUMBER FILENAME PAGE TITLE PAGE LAST EDIT DATE
Jackson Redesign Usecase Userflows
Jackson Site Rebuild ####### USECASE: Commission Revocation SR2 12 of 32 2/18/2009 4:17 PM
© Ogilvy 2007. All rights reserved — Confidential Materials
v5.0.vsd
Page-13

Flowchart Key
Multiple
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Screen
Pages

User

User System Decision

Process Process

Start Process Stop Process Email

*NOTE: ALL COPY FOR PLACEMENT ONLY

CLIENT PROJECT PROJECT NUMBER FILENAME PAGE TITLE PAGE LAST EDIT DATE
Jackson Redesign Usecase Userflows
Jackson Site Rebuild ####### Page-13 13 of 32 2/18/2009 4:17 PM
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Divider Page 1

Flowchart Key
Multiple
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Screen
Pages

User

User System Decision

Process Process

Start Process Stop Process Email

*NOTE: ALL COPY FOR PLACEMENT ONLY

CLIENT PROJECT PROJECT NUMBER FILENAME PAGE TITLE PAGE LAST EDIT DATE
Jackson Redesign Usecase Userflows
Jackson Site Rebuild ####### Divider Page 1 14 of 32 2/18/2009 4:17 PM
© Ogilvy 2007. All rights reserved — Confidential Materials
v5.0.vsd
Divider Page 2

Flowchart Key
Multiple
Screen Screen Pop-up
Screen
Pages

User

User System Decision

Process Process

Start Process Stop Process Email

*NOTE: ALL COPY FOR PLACEMENT ONLY

CLIENT PROJECT PROJECT NUMBER FILENAME PAGE TITLE PAGE LAST EDIT DATE
Jackson Redesign Usecase Userflows
Jackson Site Rebuild ####### Divider Page 2 15 of 32 2/18/2009 4:17 PM
© Ogilvy 2007. All rights reserved — Confidential Materials
v5.0.vsd
USECASE: SEARCH SR43
Descriptions
The System shall provide the ability for the user to search
the site via keyword(s).
The System shall append the query with:
(1) Log-in state and only return content items which are
available to the user's current log in state
(2) The user's location (if indicated) and, IF the location is
specified in the session variables THEN deliver localized
content, ELSE deliver corporate content
(3) The search engine shall assume multiple terms should
be searched using the Boolean AND function unless
otherwise indicated by the user in the query
(4) The search engine shall support the use of the
y
Boolean functions AND, OR, + and -, as well as the use
of "" to query a string rather than individual terms
(5) Once the user has entered three characters, the
System shall start displaying results TWC System begins
System Search Text Query Result See Functional Requirement Document for
Enterprise User clicks User enters to display Relevant
identifies user Field Interface y y Interface complete description and business rules
Pages “Search” link query results based results?
status pertaining to Search Results SR44
on user status

User

Error message
with
Modify
n suggestions to
search?
modify search

System begins
TWC Division System Search Text Query Result See Functional Requirement Document for
User clicks User enters to display Relevant
Pages identifies user Field Interface y y Interface complete description and business rules
“Search” link query results based results?
status pertaining to Search Results SR44
on user status

User

Error message
with
Modify
n suggestions to
search?
modify search

Flowchart Key
Multiple
Screen Screen Pop-up
Screen
Pages

User

User System Decision

Process Process

Start Process Stop Process Email

*NOTE: ALL COPY FOR PLACEMENT ONLY

CLIENT PROJECT PROJECT NUMBER FILENAME PAGE TITLE PAGE LAST EDIT DATE
Jackson Redesign Usecase Userflows
Jackson Site Rebuild ####### USECASE: SEARCH SR43 16 of 32 2/18/2009 4:17 PM
© Ogilvy 2007. All rights reserved — Confidential Materials
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USECASE: CLICK TO CHAT SR45
Descriptions
This applet shall allow the User to establish a text chat
session with a TWC CSR. The applet shall provide:
(1) Customer printable log of chat
(2) Enable CSR to see the user's current page (or at a
minimum see the URL of the current page and go to that
page)
(3) Enable the CSR to push webpages to the User's
browser
(4) Enable Admins to set and manage the hours of
availability by edition
Business Rules
BR1 By default, Click to Chat shall only be available from
pages in the Buy-Flow, Scheduling, EBPP and Bill Pay
sections
BR2 Divisional Admins may select additional pages on System
receives chat Click To Chat
which to display this module TWC Division User clicks CSR User begins
request and Applet Close
Pages “Clicks To available y Interface y chat dialogue
applet? y
Non-Functional Requirements Chat” link verifies CSR ? with CSR
NF1 Access should be restricted to high value pages (for availability
TWC and customer) to limit use to users engaged in
configuration or ecommerce transactions
User n

System opens Users System

User clicks
Save system printing Printing Dialog
chat? y on print chat
Window y
link dialog

Click To Chat
Applet
Interface
Close
With
applet? y
Unavailability
Message

Flowchart Key
Multiple
Screen Screen Pop-up
Screen
Pages

User

User System Decision

Process Process

Start Process Stop Process Email

*NOTE: ALL COPY FOR PLACEMENT ONLY

CLIENT PROJECT PROJECT NUMBER FILENAME PAGE TITLE PAGE LAST EDIT DATE
Jackson Redesign Usecase Userflows
Jackson Site Rebuild ####### USECASE: CLICK TO CHAT SR45 17 of 32 2/18/2009 4:17 PM
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USECASE: CLICK TO TALK SR46
Descriptions
This applet shall allow the User to enter a phone number
and name:
(1) Name and phone number shall not be blank or null
(2) Phone number shall be the correct number of digits
(3) If the number is validated then queue the call request
in the Call Center Director for an immediate call
(4) Enable the CSR to push webpages to the User's
browser

System Click To Talk User enters System System queues

TWC Division User clicks CSR User receives
prompts “Click Applet name and validates field Entry call request to
Pages “Clicks To
Interface phone valid? y available y direct call CSR cal to User
Talk” link To Talk” applet entries CCD ? from CSR
number

User
n
Click To Talk
Applet
Interface with Close
n unavailable applet? y
message

Flowchart Key
Multiple
Screen Screen Pop-up
Screen
Pages

User

User System Decision

Process Process

Start Process Stop Process Email

*NOTE: ALL COPY FOR PLACEMENT ONLY

CLIENT PROJECT PROJECT NUMBER FILENAME PAGE TITLE PAGE LAST EDIT DATE
Jackson Redesign Usecase Userflows
Jackson Site Rebuild ####### USECASE: CLICK TO TALK SR46 18 of 32 2/18/2009 4:17 PM
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USECASE: PRINT PAGE SR47
Descriptions
This function shall cause the currently loaded page to be
redisplayed in a simplified page template suitable for
printing
This display mode shall be able to be toggled with the
normal page view by the User. Moving to another page
causes the view to revert to the normal view

System
translate System opens Users System
TWC Division User clicks
current page Print version Print User clicks system printing Printing Dialog
Pages “Print” link/
page? y “Print” link Window y
Icon into a print dialog
version layout

User
n

y Go back?

Flowchart Key
Multiple
Screen Screen Pop-up
Screen
Pages

User

User System Decision

Process Process

Start Process Stop Process Email

*NOTE: ALL COPY FOR PLACEMENT ONLY

CLIENT PROJECT PROJECT NUMBER FILENAME PAGE TITLE PAGE LAST EDIT DATE
Jackson Redesign Usecase Userflows
Jackson Site Rebuild ####### USECASE: PRINT PAGE SR47 19 of 32 2/18/2009 4:17 PM
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USECASE: EMAIL FRIEND SR48
Descriptions
This applet shall allow Users to send the URL Link for the
current page to a designated recipient
The user name, email address will be pre-filled based on
user profile (requires registration), and the message shall
be pre-defined. User input shall be limited to recipient's
name and email address
If the page is personalized, the link shall present the
personalized view of the page
User shall be able to add multiple recipient names and
addresses (up to five)

Business Rules
BR1 User must be registered with the website and logged
in to use this feature

Notes User enters

Recommended practices: TWC Division User clicks System recipient System
validates user Email Form validates entry Confirmation
(1) User's name and email must be included. Optionally
Pages “Email” link/ y name and y
Icon as registered? email fields
the User must be logged in for this feature and the email
address
address is auto-generated from the User's profile
(2) To minimize risks, it is recommended that an auto-
generated message be provided and that the User not be User
afforded the option of writing a text message - unless n
email a friend utilizes the User's on email client and not a Email sent
service of TWC to recipient

Email sent
Registration to sender
n requisite
message Register? y See Usecase: Register For Site SR22
CTA to register

Flowchart Key
Multiple
Screen Screen Pop-up
Screen
Pages

User

User System Decision

Process Process

Start Process Stop Process Email

*NOTE: ALL COPY FOR PLACEMENT ONLY

CLIENT PROJECT PROJECT NUMBER FILENAME PAGE TITLE PAGE LAST EDIT DATE
Jackson Redesign Usecase Userflows
Jackson Site Rebuild ####### USECASE: EMAIL FRIEND SR48 20 of 32 2/18/2009 4:17 PM
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USECASE: CONTACT US SR183
Descriptions
The System shall provide the user the ability to send
emails to TWC
(1) Form shall provide a topic category selector for proper
routing of email
(2) Admins shall be able to create email routing against
topic categories
(3) Topic Categories can be added, editied and deleted at
the edition level
(4) Admins shall be able to make multiple contact us
forms for special purposes
(5) Admins shall be able to customize forms with added
fields via the CMS
(6) Admins shall be able to set rules for the auto-send of n
contact forms in response to a System or interaction
result
(7) Admins shall be able to define pre-filled or default field TWC Division User clicks System Pre-Populated User enters System
validates user validates entry Confirmation
values for instances of the contact us form Pages “Contact Us” y Contact Form comments y
link/Icon as registered? and submits fields
Business Rules
BR1 Users shall be able to enter specific comments
BR2 Any user shall be able to use Contact Us User
BR3 If user is signed in and the information is available
via the profile then the System shall pre-fill the form fields Email sent
to User
BR4 Pre-filled form field data from the profile shall not be
editable from contact us, only via the profile

n User enters
Contact Form name, email,
comments
and submits

Flowchart Key
Multiple
Screen Screen Pop-up
Screen
Pages

User

User System Decision

Process Process

Start Process Stop Process Email

*NOTE: ALL COPY FOR PLACEMENT ONLY

CLIENT PROJECT PROJECT NUMBER FILENAME PAGE TITLE PAGE LAST EDIT DATE
Jackson Redesign Usecase Userflows
Jackson Site Rebuild ####### USECASE: CONTACT US SR183 21 of 32 2/18/2009 4:17 PM
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USECASE: REGISTER FOR SITE SR22
Descriptions
(1) Registration for Customers shall conform to all
requirements as set forth in the TWC Document titled:
"Identity Management Consolidated Business Use Cases
v3 - RNC" - This process creates a globally unique TWC
digital ID
(2) Registration for non-Customers shall follow this
general flow—user enters a username, password, email
address, checkbox (es) for marketing opt-in, and secret
password question. The page should explain how the
email will be used in the registration process
(3) Users registered only for the web who are customers
may link their web profile to their account at any time by
entering into their profile and adding their account number

Business Rules
BR1 Users shall not be required to be TWC customers to
register for the website and create a web profile for the User enters
purposes of storing preferences to govern a personalized TWC Division User clicks Registration System
requisite validates entry Confirmation
web experience Pages “Register” Form Interface
fields and y
link fields
BR2 Users must be both registered AND a TWC submits
customer in order to access EBPP, Bill Pay, Customer
Records or the MyTWC Portal
BR3 Registration for the website without completing the User
association with customer records (1 above) shall not n
result in the creation of a globally unique Time Warner
Cable Digital ID, but only a website ID
BR4 The website ID generated from any edition of
theTWC.com website shall allow the user access to the
unrestricted public portions of any Edition (Enterprise
Email sent
Division) and apply e user's profile preferences to that
to User
edition in order to enjoy a personalized experience
BR4 The username shall be unique
BR5 The length, form and allowed characters for the
username shall conform to TWC enterprise guidelines
BR6 The length, form and allowed characters for the
password shall conform to TWC enterprise guidelines
BR7 CSR shall be able to create a web profile for the
user and link it to the user's account:
(1) System shall send an email to the user with a link to a
generated web page that contains the user's username
and initial password
(2) Webpage shall have a link to the "Change Password"
form
BR8 A version of MyTWC Portal with limited functionality
shall be available without signing on
Error Handling
ER1 If the submitted username is not unique, then the
System must display an explanatory error message and
prompt the user to try another name
ER2 If the submitted username is not unique, then the
System shall offer the user a username by taking the
submitted username and appending a numerical value.
Numerical values shall be incremented with each
instance of the username so that the suggest username
as the latest instance shall be unique (example: jdaniels -
> jdaniels486 where the last jdaniels accepted was
jdaniels 485)

Flowchart Key
Multiple
Screen Screen Pop-up
Screen
Pages

User

User System Decision

Process Process

Start Process Stop Process Email

*NOTE: ALL COPY FOR PLACEMENT ONLY

CLIENT PROJECT PROJECT NUMBER FILENAME PAGE TITLE PAGE LAST EDIT DATE
Jackson Redesign Usecase Userflows
Jackson Site Rebuild ####### USECASE: REGISTER FOR SITE SR22 22 of 32 2/18/2009 4:17 PM
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USECASE: NOTIFICATIONS SR65
Descriptions
The System shall provide email confirmations and where
appropriate alerts as to service delays or cancellations.
(1) For each service call scheduled, changed or cancelled
by the user, the System all generate and send a
confirmation email with the details of the transaction
(2) If TWC has to reschedule or cancel a service call,
then the System shall generate and send an alert to the
user via email
(3) If the user has opted for text message alerts (SR25)
then the System shall send the same alerts as in (1)
above to the user's cellphone
(4) Users shall be able to opt-in to CSR call for
notifications and alerts

User System
scheduled, validates
My TWC request and Email sent
changes or
generates email to User
cancels
notifications
services

TWC Customer

Schedule System
generates email Email sent
changes or
notifications to User
cancellations

TWC TWC Customer

Flowchart Key
Multiple
Screen Screen Pop-up
Screen
Pages

User

User System Decision

Process Process

Start Process Stop Process Email

*NOTE: ALL COPY FOR PLACEMENT ONLY

CLIENT PROJECT PROJECT NUMBER FILENAME PAGE TITLE PAGE LAST EDIT DATE
Jackson Redesign Usecase Userflows
Jackson Site Rebuild ####### USECASE: NOTIFICATIONS SR65 23 of 32 2/18/2009 4:17 PM
© Ogilvy 2007. All rights reserved — Confidential Materials
v5.0.vsd
USECASE: ALERTS SR25
Descriptions
The System shall be able to generate alerts via:
(1) Email
(2) A Display in their Dashboard (see Dashboard)
(3) Via messaging on the customer's TV
(4) Mobile Devices
Types of alerts shall include but not be limited to:
(1) Remind me of PPV events ordered
(2) Service Call reminder
(3) Statement ready reminder
(4) Bill Pay reminder
(5) Program I want to watch reminder
(6) Service changes,
User selects
(7) Changes in pricing or terms My TWC Portal
available opt- System saves
Account Confirmation
(8) Program line-up ins for
Management selections
(9) New MOD selections customized
alerts
(10) Schedule changes
(11) Special offers
(12) Special Alerts
TWC Customer
(13) Newsletters (by subscription)
(14) Email of saved but not purchased shopping cart See Description, Business Rules,
and Requirement Notes.
Business Rules
BR1 The user shall be able to opt-in and out of alerts
designated as optional, but not out of required alerts
BR2 Special alerts shall be created via the CMS
BR3 The Division Admin may via the Admin console
select for each alert/notification if the default choice shall
be User receives
List of Alerts
(1) Opt-In My TWC Portal new alerts
Interface
and clicks to
(2) Opt-Out view all
(3) None Select
(4) Mandatory (choice not offered)
BR4 The Division Admin shall via the Admin console be Returned TWC Customer
able to set the timing trigger (timing before or after an
event)

Requirement Notes
Alerts shall be created in the CMS. Alert types include but
are not limited to:
(1) Statement ready to view
(2) Bill Pay reminder
(3) Dynamic Offers
(4) Program recommendations based on profile
preferences
(5) Program recommendations based on customer's past
ordering history
(6) Confirmations of orders
(7) Confirmation of service calls
(8) Confirmation of payments

Flowchart Key
Multiple
Screen Screen Pop-up
Screen
Pages

User

User System Decision

Process Process

Start Process Stop Process Email

*NOTE: ALL COPY FOR PLACEMENT ONLY

CLIENT PROJECT PROJECT NUMBER FILENAME PAGE TITLE PAGE LAST EDIT DATE
Jackson Redesign Usecase Userflows
Jackson Site Rebuild ####### USECASE: ALERTS SR25 24 of 32 2/18/2009 4:17 PM
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v5.0.vsd
USECASE: CHANGE PASSWORD SR124
Descriptions
BR1 User shall be required to:
(1) Enter their current password
(2) Enter the new password
(3) Re-enter their password as a confirmation
BR2 On submission, the current password must match
the stored password
BR3 On submission, the password and confirm password
entries must match exactly
BR4 Upon successful password change, the stored
password shall be updated
BR5 Upon successful password change, the System shall
email the user a Password Change notification

Error Handling User clicks User enters

“Change Change current System stores
My TWC Portal System
ER1 If the current password entered does not match the Password” Password password new password Confirmation
Pages y y validates y
stored password, then an error message shall be link in Interface and new and sends
displayed and the user prompted to re-enter the entries
account password confirmations
password management and submits
ER2 If the new password and the confirm password do
not match then an error message is displayed and the Registered User
user is prompted to re-enter BOTH fields n
Email sent
to User

Flowchart Key
Multiple
Screen Screen Pop-up
Screen
Pages

User

User System Decision

Process Process

Start Process Stop Process Email

*NOTE: ALL COPY FOR PLACEMENT ONLY

CLIENT PROJECT PROJECT NUMBER FILENAME PAGE TITLE PAGE LAST EDIT DATE
Jackson Redesign Usecase Userflows
Jackson Site Rebuild ####### USECASE: CHANGE PASSWORD SR124 25 of 32 2/18/2009 4:17 PM
© Ogilvy 2007. All rights reserved — Confidential Materials
v5.0.vsd
USECASE: REMEMBER PASSWORD SR123
Descriptions
The System shall offer the registered user an option to
have the System remember and automatically submit the
last saved password in the user profile upon the user's
entry of their username.
(1) The System shall automatically pre-fill the password If
the user is on the same computer on which the password
has been stored AND enters the username associated
with the password
(2) The System shall not automatically log the user in

Business Rules
BR1 The user must opt-in to this option
BR2 The user must be able to opt-out of this option at any
time

Non-Functional Requirements
User enters System stores
NF1 User shall be notified that if this option is exercised Log In User checks and remembers Logged In
username
on a shared computer, it may increase the risk of access Interface
and y y opt-in and last saved y State of TWC
by an unauthorized person logs in
password password

Registered User
n

System
User un- removes last Logged In
y checks opt-in y saved y State of TWC
and logs in
password

Flowchart Key
Multiple
Screen Screen Pop-up
Screen
Pages

User

User System Decision

Process Process

Start Process Stop Process Email

*NOTE: ALL COPY FOR PLACEMENT ONLY

CLIENT PROJECT PROJECT NUMBER FILENAME PAGE TITLE PAGE LAST EDIT DATE
Jackson Redesign Usecase Userflows
Jackson Site Rebuild ####### USECASE: REMEMBER PASSWORD SR123 26 of 32 2/18/2009 4:17 PM
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v5.0.vsd
USECASE: RECOVER PASSWORD SR27
Descriptions
The site shall provide a secure method for a registered
user to recover their password. System shall require the
user to provide username and secure information such as
answering security questions, providing an account
number, etc. (TBD)
Emailing of passwords shall be not be allowed. Emailing
a unique URL to a secure webpage that contains the new
password is the preferred method

Business Rules
BR1 The method for recovering a password shall conform
with the requirements set forth in TWC Identity
Management Consolidated Business Use Cases v3 -
RNC

User enters
username,
User clicks Recover System System sends
Log In provides
on “Forgot Password validates request and Confirmation
Interface
Password?” Interface
answers to y
security entries confirmation
link
questions
and submits

Registered User
n
Email sent
to User

User clicks
User Secured
on unique url
receives Webpage
Screen
for password
email
retrieval

Registered User Retrieves Password

Flowchart Key
Multiple
Screen Screen Pop-up
Screen
Pages

User

User System Decision

Process Process

Start Process Stop Process Email

*NOTE: ALL COPY FOR PLACEMENT ONLY

CLIENT PROJECT PROJECT NUMBER FILENAME PAGE TITLE PAGE LAST EDIT DATE
Jackson Redesign Usecase Userflows
Jackson Site Rebuild ####### USECASE: RECOVER PASSWORD SR27 27 of 32 2/18/2009 4:17 PM
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v5.0.vsd
USECASE: RECOVER USERNAME SR26
Descriptions
The site shall provide a secure method for a registered
user to recover their username. System shall require the
user to provide secure information such as answering
security questions, providing an account number, etc.
(TBD)
Emailing of usernames shall not be allowed. Emailing a
unique URL to a secure webpage that contains the new
password is the preferred method

Business Rules
BR1 The method for recovering a username shall
conform with the requirements set forth in TWC Identity
Management Consolidated Business Use Cases v3 -
RNC

User clicks Recover User answers System System sends

Log In
on “Forgot Username security validates request and Confirmation
Interface
Username?” Interface questions y
link and submits entries confirmation

Registered User
n
Email sent
to User

User clicks
User Secured
on unique url
receives Webpage
Screen
for username
email
retrieval

Registered User Retrieves Password

Flowchart Key
Multiple
Screen Screen Pop-up
Screen
Pages

User

User System Decision

Process Process

Start Process Stop Process Email

*NOTE: ALL COPY FOR PLACEMENT ONLY

CLIENT PROJECT PROJECT NUMBER FILENAME PAGE TITLE PAGE LAST EDIT DATE
Jackson Redesign Usecase Userflows
Jackson Site Rebuild ####### USECASE: RECOVER USERNAME SR26 28 of 32 2/18/2009 4:17 PM
© Ogilvy 2007. All rights reserved — Confidential Materials
v5.0.vsd
USECASE: MANAGE PROFILES SR28
Descriptions
The System shall maintain a stored profile for each
registered user:
(1) The System shall allow a registered user to create and
modify a personal profile which contains the user's
preferences, associated sub-profiles
(2) If the profile is for a TWC customer, and the user has
associated their account information by establishing a
global unique TWC digital ID then their customer
information including address, contact information,
current product and service subscriptions, levels of
service and channel packages
(3) If customer records are associated with the profile,
then the data from the customer records pre-fills all
applicable profile fields
(4) User may update profile information
(5) User may update customer record fields System My TWC
validates Profile User clicks Update Profile Preference
(6) If customer records are updated offline, then the User logs in entries and y Management on “Update Screen y Interface Continue process
online database will be updated as well to My TWC identifies user Index Screen Profile” link
(7) Customer may opt-in to subscribe to email alerts or status
opt-out to unsubscribe
(8) Customer may link a different account to a sub-profile
User n
(9) Customers shall be able to switch between sub- n
profiles within a session
Non-Functional Requirements
Opt-in’s
NF1 Preferences include lifestyle choice, preferred n y Continue process
activities, viewing preferences

My TWC
Profile User clicks Update Profile Address
y Management on “Update Screen y Interface Continue process
Index Screen Profile” link

Contact
y Interface Continue process

User
Preferences
y Interface
Continue process

Opt-in’s
y Continue process

Flowchart Key
Family Profile
Multiple y Interface Continue process
Screen Screen Pop-up
Screen
Pages

User
n
User System Decision
Process Process

Services
Start Process Stop Process Email y Interface

*NOTE: ALL COPY FOR PLACEMENT ONLY

CLIENT PROJECT PROJECT NUMBER FILENAME PAGE TITLE PAGE LAST EDIT DATE
Jackson Redesign Usecase Userflows
Jackson Site Rebuild ####### USECASE: MANAGE PROFILES SR28 29 of 32 2/18/2009 4:17 PM
© Ogilvy 2007. All rights reserved — Confidential Materials
v5.0.vsd
USECASE: MODIFY BILLING INFORMATION SR40
Descriptions
User shall be able to modify account information online.
Once processed the user shall get confirmation of the
changes. “Bill Payment”
User locates
My TWC Make Payment
(1) This includes name (marriage), add co-subscriber, and clicks on Landing
update payment method (may require new credit checks),
Portal Interface
“Bill Screen y Interface See Usecase: Electronic Bill Payment SR40
billing address, other contact information Payments”
(2) If the user makes modifications to account
information, then the System shall send the user an alert
TWC Customer n

Billing Info Name Change/ User inputs System Confirmation

y Interface Interface new name
validates entry
y
and submits

n n

Add Co-
User inputs System
Subscriber Confirmation
Interface
new name
validates entry
y
and submits

n n

User inputs
Change Billing System
new billing Confirmation
Interface
address and validates entry
y
submits

n n n

User inputs
new or
Change Billing System
update credit Confirmation
Interface
card validates entry
y
information
and submits

n n

User inputs
Change Billing System
new contact Confirmation
Interface
information validates entry
y
and submits

Payment
History See Usecase: Review Payment History SR152
y Interface

Statements
y Interface See Usecase: Review Statement SR39

Flowchart Key
Multiple n
Screen Screen Pop-up
Screen
Pages

User
Order Status
y Interface See Usecase: Review Order Status SR151
User System Decision
Process Process

Start Process Stop Process Email n

Current *NOTE: ALL COPY FOR PLACEMENT ONLY

Services and
CLIENT PROJECT PROJECT NUMBER FILENAME y Product PAGE TITLE See Usecase: Review Current Services and Products SR38 PAGE LAST EDIT DATE
Interface
Jackson Redesign Usecase Userflows
Jackson Site Rebuild ####### USECASE: MODIFY BILLING INFORMATION SR40 30 of 32 2/18/2009 4:17 PM
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v5.0.vsd
USECASE: ELECTRONIC BILL PAYMENT SR41
Descriptions
User shall be able to pay their bill online via credit cards,
from linked bank accounts or other acceptable online
payment service:
Online credit card processing is a requirement:
(1) Customer must use card, account or service already
associated with their account.
(2) If Debit Cards are supported, the System must be able
to verify sufficient funds before accepting the transaction
(3) If the payment is for recurring charges it must be billed
to the monthly statement
(4) If the payment is for non-recurring charge(s) then it
may be billed to the monthly statement or paid point-of-
purchase via an approved method (see 2 above)

Business Rules
BR1 The user shall be able to download bills to various User locates “Bill Payment” System
application formats including but not limited to .xls, My TWC Make Payment User enters Pre- validates
and clicks on Landing Confirmation
Quickbooks, MS Money Portal Interface
“Bill Screen y Interface y amount and confirmation y payment y
submits
Payments” amount

n
TWC Customer n

Billing Info y
y Interface See Usecase: Modify Billing Information SR40 Error: i.e.
n System Error,
Credit Expired

Payment
History See Usecase: Review Payment History SR152
y Interface

Statements
y Interface See Usecase: Review Statement SR39

Order Status
y Interface See Usecase: Review Order Status SR151

Current
Services and
y Product See Usecase: Review Current Services and Products SR38
Interface

Flowchart Key
Multiple
Screen Screen Pop-up
Screen
Pages

User

User System Decision

Process Process

Start Process Stop Process Email

*NOTE: ALL COPY FOR PLACEMENT ONLY

CLIENT PROJECT PROJECT NUMBER FILENAME PAGE TITLE PAGE LAST EDIT DATE
Jackson Redesign Usecase Userflows
Jackson Site Rebuild ####### USECASE: ELECTRONIC BILL PAYMENT SR41 31 of 32 2/18/2009 4:17 PM
© Ogilvy 2007. All rights reserved — Confidential Materials
v5.0.vsd
USECASE: ESTABLISH PAYMENT METHOD SR150
Descriptions
(1) If the user has provided a credit card number, and the
card is verified then the System shall bill the credit card
(2) The System shall provide real-time credit verification
and processing via a 3rd-party vendor
(3) If the user elects to establish credit via their social
security number and a positive credit rating is returned
then the user shall be able to elect one of several
payment options

Payment options shall include but not be limited to:

Online Bank payment, Electronic Debit, Debit Card,
Credit Card or Personal Check
System shall provide the proper processing services for
each of these options

y See Usecase: Schedule Installation SR146

User

Establish Online Bank

Payment Payment
System shall provide the proper processing services
y Method y Information
for each of these options
Interface Form Interface

Electronic
Debit
System shall provide the proper processing services
y Information
for each of these options
Form Interface

Debit
Information System shall provide the proper processing services
y Form Interface for each of these options

Personal
Check
System shall provide the proper processing services
y Information
for each of these options
Form Interface

Flowchart Key
Multiple
Screen Screen Pop-up
Screen
Pages

User

User System Decision

Process Process

Start Process Stop Process Email

*NOTE: ALL COPY FOR PLACEMENT ONLY

CLIENT PROJECT PROJECT NUMBER FILENAME PAGE TITLE PAGE LAST EDIT DATE
Jackson Redesign Usecase Userflows
Jackson Site Rebuild ####### USECASE: ESTABLISH PAYMENT METHOD SR150 32 of 32 2/18/2009 4:17 PM
© Ogilvy 2007. All rights reserved — Confidential Materials
v5.0.vsd