Consider the following narrative:

We Keep You On Time (WKYOT) is a small chain of about twenty watch-repair shops located in major metropolitan areas in the eastern part of the United States. WKYOT stores repair and restore both mechanical and electronic watches (excluding smart watches). WKYOT serves primarily individuals but it also has some commercial customers, and the company is interested in differentiating between these two types of customers. In most cases, a customer brings an item or a set of items to the shop for either a specific repair or a more comprehensive restoration.

During an initial conversation with a customer, a WKYOT expert evaluates the watch to be repaired and provides the customer with an estimate (separately for each item if there are multiple items). The expert also provides an estimated repair schedule. When a job is completed, a repair technician presents the watch for review by a store manager. If everything is OK, the manager sends a text message to the customer, letting him know that he can pick up the watch. The customer comes to the store to get the watch and pays for the work. A WKYOT expert asks the customer to review the results of the repair, and if the customer has comments, WKYOT wants to keep track of them. If the customer is not satisfied and the problem cannot be fixed immediately, WKYOT will have to initiate an emergency repair process.

Identify and write at least one user story for each of the following personas in the context of this narrative:

1. Individual customer
2. WKYOT expert
3. Repair technician
4. Store manager
5. Pick two user stories, develop wireframes that illustrate the key elements of the process the user will follow to achieve her/his goal(s) within the context of the user story. Illustrate the key navigation options between the wireframes.
6. Select one wireframe that you have done in this assignment and expand it to a mock-up by including the key controls and sample data. Feel free to make up some data if the one you choose doesn’t enough information.
7. Based on what you learned through the process of developing the user stories and UI models, describe what changes you would recommend to the business process you developed.