User Stories (Prime Customer Self-Service Portal)

Business stories for Prime Customer Self-Service Portal. Plain language for customers and care.

1. Access my customer account

As a customer
I want to log in securely with my customer number and password
So that I can manage my services without calling support.

Done when: login succeeds and only my own contract data is visible.

2. View invoices and call details

As a customer
I want to see and download invoices and CDRs
So that I understand my charges.

Done when: the invoice list and available CDRs match Prime Billing.

3. Update my billing information

As a customer
I want to change my billing address and payment method
So that future invoices and collections use current information.

Done when: the submitted change appears correctly in the admin portal.

4. Request support or a move

As a customer
I want to create a ticket or request relocation of my modem/service
So that care can process my request.

Done when: the request reaches the responsible admin workflow.

5. Run a speed test

As a customer
I want to test my connection speed
So that I have useful information before contacting support.

Done when: the portal runs the test and shows a comprehensible result.

6. Upgrade my Internet tariff

As a customer
I want to see eligible Internet upgrades and add one to the cart
So that I can change my service online.

Done when: the selected tariff, costs, and order summary are correct.

7. Add VoIP or TV

As a customer
I want to add VoIP (including porting details) or a TV package
So that I can extend my contract without a manual sales process.

Done when: required data is captured and the add-on appears in the order.

8. Hand changes to operations

As a care agent
I want portal changes and orders visible in the admin portal
So that I can review and process them safely.

Done when: submitted address, payment, ticket, move, and upgrade actions are traceable.