Requirements analysis and use cases

I’m doing some online self-studies and I would appreciate some help with a problem found online:

Case: A customer needs a popup survey in their shop cart to collect feedback

To do:

• what are some questions, 4 examples, you would ask to create the requirements?
• How would you describe the minimum list of use cases for such a development ( default state, customization, events, reporting)? In this case what default state, customization, events, reporting mean? I haven’t seen types of use cases referred to as this online?
• What are some ways through which merchants can be integrated with a platform except APIs? Im correct in saying webhooks or these are the same thing?

Making a clear separation between functional and technical constraints and scenarios is important.

You have your use case: functional requirement will aim at describing scenarios and behaviour that your costumer would like to see displayed. How to proceed, how to integrate survey data (or the API point that you mentioned at the very end) are all constraints and technical scenarios, and shall be expressed distinctly (for a wide variety of reasons such as XY problem https://www.perlmonks.org/?node=XY+Problem).

Here are some questions that could be asked to better describe the requirements:

• What is the goal of collecting feedback ? What is the specific purpose ? Is feedback or user behaviour collected in any other way (such as website heatmaps or behaviour analytics tools) ? If so would the survey results need to be coupled to data collected though these means ? What information not brought by these tools are we aiming to collect through the survey ?

• Who, what, when are all relevant questions: should it be for first visitors for all visitors ?

• User journey Mapping: You seem to indicate that feedback is collected on a e commerce website, asking when the survey will pop-up during the user journey will prove informative. When should feedback collected, at which part of the user journey ? When the first item is added to the shop cart ? Yes ? No ? If so, why ? After payment ? Yes ? No ?

• Are some users registering on the site with their account ? Should survey and treatment be different for such type of users ? Should specific type of users be pre-defined and addressed differently ?

• Could the survey be administered via mail for costumers or visitors who already shared their mail ?

• Should questions order vary ?

• What should be the survey duration ?

• Should the popup appearance vary in order to test the response rate variations ?

• Should the popup appear each times the user navigate in various pages ?

Besides interviewing the client, creating mock up can be a stimulating way to elicit requirements.

Regarding process and modelling having more elements would be usefull to provide you with a better answer.

Various level of details and abstractions exist:

The The American Society for Quality defines flowchart as "a picture of the separate steps of a process in sequential order. (...) It's a common process analysis tool and one of the seven basic quality tools."

Regarding more IT orietned source, ITIL or TOGAF provides perspectives.

Finally, the notion user journey, traditionally more strongly perceived as a going hand in hand with agile approaches, is also worth looking at.