User Behaviour Scenarios

1. Data Management & Processing

Scenario 1.1: High-Volume Message Processing

Scenario Title: Peak Billing Cycle Communication Processing Example: During monthly billing cycle, system processes 50,000 payment reminder messages across email and SMS channels within 2-hour window Test Case: System maintains sub-3-second response times while processing 10,000 concurrent message requests Expected Behavior: Message queue processes requests in FIFO order with exponential backoff for failed deliveries Performance Requirements: 10,000 messages processed per minute with 99.5% success rate Error Handling: Failed messages automatically retry 3 times with increasing delays (1min, 5min, 15min) User Story Mapping: References billing manager bulk messaging requirements for payment notifications Acceptance Criteria Validation: Validates bulk messaging requirement for 10,000+ recipients within 15 minutes Integration Points: Billing system API for payment status, SMS/Email gateway APIs for delivery Data Flow: Billing system → Message queue → Channel routing → Delivery confirmation → Status update Security Considerations: Message content encryption, PII data handling, audit logging for compliance

Scenario 1.2: Real-Time Data Synchronization

Scenario Title: Customer Data Updates Across Systems Example: Customer changes email address in CRM system, triggering automatic update in communication platform contact lists Test Case: Data synchronization completes within 30 seconds of source system update Expected Behavior: Webhook triggers immediate sync, dynamic lists update automatically, message routing uses current contact info Performance Requirements: Sub-30-second sync latency, 99.9% sync reliability Error Handling: Sync failures trigger immediate retry, manual intervention alerts after 3 failed attempts User Story Mapping: References dynamic list management requirements for automatic updates Acceptance Criteria Validation: Validates dynamic list auto-update functionality Integration Points: CRM system webhooks, HR system APIs, customer database synchronization Data Flow: Source system change → Webhook notification → Data validation → List update → User notification Security Considerations: Data validation, change authorization, audit trail maintenance

Scenario 1.3: Bulk Data Import Processing

Scenario Title: Large Contact List Import Operation Example: Meter manager imports 25,000 technician contacts from Excel file with validation and duplicate detection Test Case: Import process completes within 5 minutes with detailed error reporting for invalid records Expected Behavior: File parsing with progress tracking, data validation against business rules, duplicate merge suggestions Performance Requirements: 5,000 records processed per minute, memory usage under 2GB during processing Error Handling: Invalid records quarantined with specific error messages, partial import success with error summary User Story Mapping: References list management import functionality requirements Acceptance Criteria Validation: Validates import capability with error handling and validation Integration Points: File storage system, data validation services, contact database Data Flow: File upload → Parsing engine → Validation service → Database updates → Error reporting Security Considerations: File content scanning, data validation, virus detection, secure file storage

2. System Integration & APIs

Scenario 2.1: CRM Integration Failover

Scenario Title: CRM System Outage with Communication Continuity Example: Primary CRM system becomes unavailable during business hours while customer service representatives need to send messages Test Case: System automatically switches to cached customer data and queues CRM updates for later synchronization Expected Behavior: Graceful degradation with cached data access, message sending continues with stored contact info Performance Requirements: Failover activation within 30 seconds, 95% functionality maintained during outage Error Handling: Automatic failover detection, user notification of limited functionality, queue management for pending updates User Story Mapping: References messaging functionality requirements for system reliability Acceptance Criteria Validation: Validates system resilience and message delivery continuity Integration Points: CRM system health monitoring, local cache management, queue processing Data Flow: Health check failure → Cache activation → Queued operations → Sync restoration → Data reconciliation Security Considerations: Secure cache storage, data consistency validation, access control maintenance

Scenario 2.2: API Rate Limiting Management

Scenario Title: SMS Gateway Rate Limit Handling Example: SMS provider enforces 1,000 messages per minute rate limit during high-volume campaign Test Case: System automatically throttles requests to stay within limits while maintaining delivery schedules Expected Behavior: Intelligent queuing with rate limit awareness, automatic retry scheduling, alternative provider failover Performance Requirements: 99% delivery success rate despite rate limits, minimal delay in message delivery Error Handling: Rate limit detection, queue management, provider rotation, delivery time estimation User Story Mapping: References bulk messaging requirements for large recipient volumes Acceptance Criteria Validation: Validates bulk messaging reliability and delivery estimation Integration Points: Multiple SMS provider APIs, rate limiting middleware, queue management system Data Flow: Message batch → Rate limit check → Queue distribution → Provider rotation → Delivery confirmation Security Considerations: Provider API security, message content protection, delivery audit trails

Scenario 2.3: Webhook Processing Reliability

Scenario Title: Event-Based Workflow Trigger Processing Example: New service connection creation triggers automated welcome email sequence through webhook Test Case: Webhook processing completes within 60 seconds with duplicate event protection Expected Behavior: Idempotent webhook processing, duplicate detection, reliable workflow trigger activation Performance Requirements: 60-second processing guarantee, 99.9% webhook delivery success Error Handling: Webhook retry mechanism, dead letter queue for failed events, manual intervention alerts User Story Mapping: References workflow automation requirements for event-based triggers Acceptance Criteria Validation: Validates event-based workflow trigger functionality Integration Points: External system webhooks, workflow engine, message delivery services Data Flow: External event → Webhook receiver → Event validation → Workflow trigger → Message delivery Security Considerations: Webhook authentication, event validation, replay attack protection

3. Performance & Scalability

Scenario 3.1: Concurrent User Load Testing

Scenario Title: Peak Usage Period System Performance Example: 50 concurrent users accessing dashboard during morning briefing period with real-time data updates Test Case: System maintains sub-3-second response times with 50 concurrent dashboard users Expected Behavior: Efficient caching strategy, database connection pooling, optimized query performance Performance Requirements: 3-second max response time, 70% CPU utilization under peak load Error Handling: Load balancing for resource distribution, graceful degradation under extreme load User Story Mapping: References dashboard performance requirements for real-time metrics Acceptance Criteria Validation: Validates dashboard loading time requirements under load Integration Points: Load balancer configuration, database optimization, caching layer Data Flow: User request → Load balancer → Application server → Cache check → Database query → Response Security Considerations: Session management, resource access controls, DDoS protection

Scenario 3.2: Database Performance Under High Message Volume

Scenario Title: Message History Storage During Campaign Peaks Example: System stores 100,000 message records during large campaign execution while maintaining query performance Test Case: Message history searches return results within 3 seconds despite large data volume Expected Behavior: Efficient indexing strategy, data partitioning, query optimization Performance Requirements: 3-second search response time, 1M+ message history records supported Error Handling: Query timeout protection, index maintenance automation, storage capacity monitoring User Story Mapping: References message history search and filtering requirements Acceptance Criteria Validation: Validates message history search performance requirements Integration Points: Database optimization, search indexing, storage management Data Flow: Message storage → Index update → Search query → Index lookup → Result return Security Considerations: Data encryption at rest, access logging, retention policy enforcement

Scenario 3.3: Auto-Scaling Validation

Scenario Title: Automatic Resource Scaling During Traffic Spikes Example: Traffic increases 300% during emergency notification broadcast, triggering automatic infrastructure scaling Test Case: Auto-scaling activates within 2 minutes and maintains service availability Expected Behavior: Monitoring triggers scaling events, new instances provision automatically, load distributes evenly Performance Requirements: 2-minute scaling activation time, zero service interruption during scaling Error Handling: Scaling failure detection, manual override capabilities, resource limit monitoring User Story Mapping: References system reliability requirements for emergency communications Acceptance Criteria Validation: Validates system availability during high-load scenarios Integration Points: Cloud provider auto-scaling, monitoring systems, load balancers Data Flow: Load monitoring → Threshold breach → Scaling trigger → Resource provisioning → Load redistribution Security Considerations: Secure instance provisioning, configuration management, access control propagation

4. User Experience & Interface

Scenario 4.1: Mobile Device Performance Optimization

Scenario Title: Field Staff Mobile Access During Service Calls Example: Meter manager accesses contact lists and sends notifications via mobile device with 3G connectivity Test Case: Mobile interface loads within 5 seconds on 3G connection with full functionality Expected Behavior: Responsive design adaptation, progressive loading, offline capability for critical functions Performance Requirements: 5-second mobile load time, 90% functionality available offline Error Handling: Graceful offline mode, sync queue management, connectivity restoration handling User Story Mapping: References mobile access requirements for field operations Acceptance Criteria Validation: Validates mobile responsiveness and field staff functionality Integration Points: Progressive web app technology, offline storage, sync mechanisms Data Flow: Mobile request → CDN delivery → Local caching → Offline storage → Background sync Security Considerations: Mobile session security, offline data encryption, secure sync protocols

Scenario 4.2: Accessibility Compliance Testing

Scenario Title: Screen Reader Navigation for Visually Impaired Users Example: Customer service representative using screen reader software navigates message composition interface Test Case: All interface elements accessible via keyboard navigation and screen reader compatibility Expected Behavior: Semantic HTML structure, ARIA labels, keyboard navigation support, high contrast options Performance Requirements: Zero accessibility barriers, WCAG 2.1 AA compliance verification Error Handling: Accessibility error reporting, alternative interaction methods, user preference settings User Story Mapping: References usability requirements for all user types Acceptance Criteria Validation: Validates accessibility compliance across all interfaces Integration Points: Accessibility testing tools, screen reader software, compliance validation Data Flow: User interaction → Screen reader → Semantic markup → Audio feedback → User comprehension Security Considerations: Accessible authentication methods, secure preference storage, privacy controls

Scenario 4.3: Progressive Loading Implementation

Scenario Title: Dashboard Data Loading Optimization Example: Dashboard displays immediate skeleton layout while loading comprehensive analytics in background Test Case: Critical metrics display within 1 second, complete dashboard within 3 seconds Expected Behavior: Prioritized content loading, skeleton UI display, progressive enhancement Performance Requirements: 1-second critical content, 3-second complete dashboard Error Handling: Loading error recovery, partial data display, retry mechanisms User Story Mapping: References dashboard performance requirements for immediate value Acceptance Criteria Validation: Validates dashboard loading time and user experience requirements Integration Points: Content delivery network, caching strategy, background loading Data Flow: Initial request → Skeleton display → Priority data → Background loading → Progressive enhancement Security Considerations: Secure content delivery, partial data protection, loading state security

5. Security & Compliance

Scenario 5.1: Multi-Factor Authentication Flow

Scenario Title: Administrative User Login with MFA Requirement Example: Utility administrator accesses template approval functions requiring MFA verification Test Case: MFA challenge completes within 30 seconds with multiple authentication options Expected Behavior: Primary authentication, MFA challenge, device trust management, session establishment Performance Requirements: 30-second MFA completion, 99.9% authentication reliability Error Handling: MFA failure recovery, backup authentication methods, account lockout protection User Story Mapping: References security requirements for administrative functions Acceptance Criteria Validation: Validates enhanced security for sensitive operations Integration Points: Identity provider, MFA service, session management Data Flow: Login attempt → Primary auth → MFA challenge → Device verification → Session creation Security Considerations: Token security, device fingerprinting, session hijacking protection

Scenario 5.2: Data Privacy Compliance Validation

Scenario Title: Customer Data Access and Retention Management Example: Customer requests data deletion under privacy regulations, triggering comprehensive data removal Test Case: Customer data completely removed from all systems within 30 days with audit trail Expected Behavior: Data location discovery, secure deletion, retention policy enforcement, compliance reporting Performance Requirements: 30-day maximum deletion timeline, 100% data removal verification Error Handling: Incomplete deletion detection, compliance violation alerts, manual intervention procedures User Story Mapping: References data protection requirements for customer information Acceptance Criteria Validation: Validates privacy compliance and data retention policies Integration Points: Data discovery tools, deletion services, audit systems Data Flow: Deletion request → Data discovery → Secure deletion → Verification → Compliance reporting Security Considerations: Secure deletion verification, audit trail integrity, compliance documentation

Scenario 5.3: Role-Based Access Control Enforcement

Scenario Title: Cross-Department Data Access Validation Example: Billing manager attempts to access meter operation communications, system enforces department boundaries Test Case: Access control correctly denies unauthorized data access while permitting legitimate requests Expected Behavior: Real-time permission checking, role hierarchy enforcement, access logging Performance Requirements: 100ms permission check latency, 100% access control accuracy Error Handling: Access denial logging, permission escalation procedures, emergency access protocols User Story Mapping: References role-based access requirements across all modules Acceptance Criteria Validation: Validates comprehensive access control implementation Integration Points: Identity management, permission service, audit logging Data Flow: Access request → Permission check → Role validation → Access decision → Audit logging Security Considerations: Permission caching security, role definition integrity, access pattern monitoring

6. Error Handling & Recovery

Scenario 6.1: Message Delivery Failure Recovery

Scenario Title: SMS Gateway Outage During Critical Communication Example: Primary SMS provider fails during emergency notification broadcast to 5,000 customers Test Case: System automatically switches to backup provider within 2 minutes with minimal message loss Expected Behavior: Provider failure detection, automatic failover, message queue preservation, delivery retry Performance Requirements: 2-minute failover time, 99% message preservation during provider switch Error Handling: Dead letter queue for failed messages, manual retry capabilities, provider health monitoring User Story Mapping: References messaging reliability requirements for critical communications Acceptance Criteria Validation: Validates message delivery continuity during system failures Integration Points: Multiple SMS providers, health monitoring, queue management Data Flow: Delivery failure → Provider health check → Failover trigger → Queue rerouting → Delivery retry Security Considerations: Provider authentication management, message content protection during failover

Scenario 6.2: Database Corruption Detection and Recovery

Scenario Title: Message History Data Integrity Validation Example: Database corruption detected in message history table containing 500,000 records Test Case: System detects corruption within 15 minutes and initiates automatic recovery from backup Expected Behavior: Integrity checking, corruption isolation, backup restoration, data consistency validation Performance Requirements: 15-minute corruption detection, 4-hour maximum recovery time Error Handling: Automatic backup selection, partial recovery options, data reconciliation procedures User Story Mapping: References message history reliability and data integrity requirements Acceptance Criteria Validation: Validates data durability and recovery capabilities Integration Points: Database monitoring, backup systems, integrity checking tools Data Flow: Corruption detection → Isolation → Backup selection → Recovery → Integrity validation Security Considerations: Backup encryption, recovery process authorization, audit trail maintenance

Scenario 6.3: Workflow Execution Failure Handling

Scenario Title: Event Trigger Processing Failure Recovery Example: Billing system webhook fails to trigger payment reminder workflow for 1,000 customers Test Case: System detects missed triggers within 30 minutes and provides manual recovery options Expected Behavior: Trigger monitoring, failure detection, manual trigger interface, batch recovery processing Performance Requirements: 30-minute failure detection, recovery completion within 2 hours Error Handling: Failed trigger identification, batch processing for recovery, duplicate prevention User Story Mapping: References workflow reliability requirements for business-critical processes Acceptance Criteria Validation: Validates workflow execution monitoring and recovery capabilities Integration Points: Workflow engine, trigger monitoring, manual intervention interface Data Flow: Trigger failure → Detection → Recovery interface → Batch processing → Completion verification Security Considerations: Recovery action authorization, audit logging for manual interventions

7. Business Logic Implementation

Scenario 7.1: Complex Workflow Rule Processing

Scenario Title: Multi-Condition Workflow Execution Example: Re-engagement workflow triggers for customers inactive 45+ days, excluding recent bill payers, in specific service zones Test Case: Workflow correctly identifies 2,847 eligible customers from 50,000 total customer base Expected Behavior: Multi-criteria evaluation, dynamic list filtering, exclusion rule processing, accurate targeting Performance Requirements: Rule evaluation completes within 5 minutes for 50,000 customer records Error Handling: Rule conflict detection, invalid criteria handling, partial result management User Story Mapping: References workflow complexity requirements for targeted campaigns Acceptance Criteria Validation: Validates advanced workflow rule engine capabilities Integration Points: Customer database, billing system, workflow engine, list management Data Flow: Workflow trigger → Rule evaluation → Customer filtering → List generation → Execution Security Considerations: Customer data access controls, rule definition security, execution audit trails

Scenario 7.2: Message Template Variable Processing

Scenario Title: Dynamic Content Generation at Scale Example: 10,000 billing notifications with personalized customer data, service details, and payment information Test Case: Template processing completes within 10 minutes with 100% variable substitution accuracy Expected Behavior: Variable extraction, data retrieval, template rendering, content validation Performance Requirements: 1,000 messages per minute processing rate, zero variable substitution errors Error Handling: Missing data handling, template validation, fallback content options User Story Mapping: References template personalization requirements for bulk messaging Acceptance Criteria Validation: Validates template engine performance and accuracy Integration Points: Template library, customer database, message rendering engine Data Flow: Template selection → Variable identification → Data retrieval → Content rendering → Validation Security Considerations: Customer data protection during processing, template content validation

Scenario 7.3: List Segmentation Rule Engine

Scenario Title: Dynamic List Update Processing Example: Geographic service area changes trigger automatic contact list updates for 15 dynamic lists Test Case: All affected lists update within 2 minutes with accurate membership changes Expected Behavior: Rule re-evaluation, membership calculation, list updates, change notifications Performance Requirements: 2-minute update completion, 100% rule accuracy across all lists Error Handling: Rule conflict resolution, update failure recovery, consistency validation User Story Mapping: References dynamic list management requirements for automated updates Acceptance Criteria Validation: Validates dynamic list automation and accuracy Integration Points: Contact database, rule engine, list management, notification system Data Flow: Trigger event → Rule evaluation → Membership calculation → List updates → Notifications Security Considerations: Rule execution authorization, data consistency protection, change audit trails

Quality Standards and Validation

PRD Quality Assurance

• Requirement Traceability: Every functional requirement mapped to source user stories with validation criteria
• Acceptance Criteria Coverage: All user story acceptance criteria addressed in functional requirements
• Performance Specifications: Quantified performance targets for all major system operations
• Integration Completeness: All external system dependencies identified with specific integration requirements
• Security Coverage: Comprehensive security requirements addressing authentication, authorization, and data protection

Technical Scenario Coverage

• End-to-End Testing: Complete user workflows validated through technical scenarios
• Failure Mode Analysis: Comprehensive error handling scenarios for all critical system functions
• Performance Validation: Load testing scenarios covering peak usage and scaling requirements
• Integration Testing: Detailed scenarios for all external system interactions
• Security Testing: Penetration testing scenarios for authentication, authorization, and data protection

Cross-Reference Validation

• Business Scenario Mapping: Each technical scenario references specific business use cases
• User Story Traceability: Technical implementations validate against original user story requirements
• Acceptance Criteria Validation: Technical scenarios demonstrate fulfillment of acceptance criteria
• Performance Requirement Verification: Technical specifications meet quantified performance targets

This comprehensive PRD and Technical Scenarios document provides the foundation for developing a robust, scalable communication platform that addresses all identified user needs while ensuring technical excellence and operational reliability. The implementation plan supports phased delivery with measurable success criteria and comprehensive risk mitigation strategies.