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It is important to first determine the user. You can refer to this person as an actor. Actors play a specific role and represent a certain category of other users. You may describe actors as primary or secondary.
Choose one type of user and identify their goals. You can usually establish which actor to use by considering the process or system and who it intends to help. You might also have preconditions as a part of this step.
Consider what steps the user will need to take to complete the goal. Be as specific as possible including the steps the user takes, as well as the outcome and how the system should respond to each one. Anything that an actor, primary or secondary, wants to complete is a goal. You may categorize goals as either rigid or soft goals.
Creating a use case requires that you predict the usual outcome of behavior. While you may be able to predict the outcome of a user's actions, some actions have multiple potential outcomes. In these cases, you will need to brainstorm alternative outcomes for each step. You will add these as an extension to the use case you are creating.
Once you create a full list of use cases based on the user's actions, you want to compare them. Look for any commonalities between behaviors and outcomes. From this, you can establish a set of rules. These rules can guide you in creating response actions for the processing system.
Once you complete the process of developing a use case for an individual user, you may repeat the process for all additional users. Most processes have multiple groups of users and you may need to go through each of these steps for each one.
A local bakery wants to offer online ordering and reservations. They are working with a project manager of a local information technology company to choose the right program and ensure they meet the needs of their online customers. In this case, the user is their target customer as they navigate the online website.