A couple of weeks ago, we mentioned one instance of where Edge Cases relating to monitoring of queues caused a two month slippage in the project schedule. A similar issue came up with mobile phones that the client was accustomed to use when not at the desk. The product was designed with the expectation that users would be seated at desks and controlling the product via the workstation interface. When this was not the case, a substantial set of issues came up revolving around getting the calls to the mobile phones, making sure the queues were acted on properly and reacting to new messages. A further delay was encountered working through these unanticipated changes. There was also a problem with call recording for calls starting on the mobile phones.
Lessons Learned: A scenario showing the Day-in-the-life of a user would have identified a lot of these issues.