Learning Management System Implementation Project
Use Cases and Business Requirements
Following are tables depicting the minimum user, manager, and administrator actions and desired outcomes as well as system
requirements that the LMS should be able to perform.
The Use Cases are developed with the following roles in mind:
 User/Learner: the end user of the LMS, CUPA-HR members who will be accessing the LMS and interacting in its environment to take
courses (defined as “representatives” on a member institution’s roster in iMIS)
 Manager: CUPA-HR member, often the CHRO or other individual (defined as “key representative” on their roster in iMIS or added to
LMS as a manager by Administrator) that can manage individual users and groups of users
o Manager can also be a user as he/she will have access to learning content
 Administrator: the LMS manager, course developer, learning assets manager; CUPA-HR staff members that will oversee all aspects of
LMS implementation and user management as well as course development and management
For more information, please contact CUPA-HR’s LMS Implementation Project Manager:
Wes Harmon
Learning and Professional Development Services Coordinator
wharmon@cupahr.org
(865) 637-7673
CUPA-HR LMS Implementation Project – Use Cases 1
User Use Cases
ID
U-A
*
U-B
U-C
User Action
1. User logs into system using CUPAHR credentials (via iMIS integration)
1. User follows use case U-A
2. User navigates to personal menu in
the learning management system
1. User follows use case U-B
2. User clicks a link or icon to view
additional details about a course
Desired Outcome
Single sign-on allows user to log into system
utilizing existing CUPA-HR credentials without
having to access multiple pages or log in
multiple times
 If user is already logged in to CUPA-HR
site (Knowledge Center), LMS will open
with the click of an icon or link and will
prompt in use case U-B
By default, personal menu contains all of the
learning assets (courses) that the user is
currently enrolled in or has ever been enrolled
in are listed in ascending alphabetical order by
title. For each title, an icon indicates the status
of the course: not started, complete, inprogress. For each title there is also an option
to view additional details about the course
 Material presented is based on learner
attributes or defined by administrators
(user only sees courses and information
specific to him/her)
Links/icons to transcripts, certification/
continuing education credits, FAQ’s
The view for the course expands to show
additional information associated with course
 Course description
 Scores for any assessments associated
with course
 Completion status
 Date learner enrolled in course
Extent to Which LMS Satisfies Use Case
3 – Completely satisfies use case
2 – Modestly satisfies use case
1 – Does not satisfy use case
Notes:
3 – Completely satisfies use case
2 – Modestly satisfies use case
1 – Does not satisfy use case
Notes:
3 – Completely satisfies use case
2 – Modestly satisfies use case
1 – Does not satisfy use case
Notes:
CUPA-HR LMS Implementation Project – Use Cases 2

U-D
U-E
U-F
Date the learner last accessed the
course
1. User follows use case U-B
The search results display the most pertinent
2. User utilizes the search box/function results and corresponding catalog information
to search for courses
for the course
1. User follows use case U-C or U-D
2. User selects a course to begin and
clicks an icon or link to open the
course
1. User follows use case U-E
2. User returns to personal menu in
the learning management system
3 – Completely satisfies use case
2 – Modestly satisfies use case
1 – Does not satisfy use case
Clicking a link or icon prompts use case U-C
Course opens and user is able to begin
completing it
 User completes course during the
session (prompting use case U-F) OR
 User exits the course to complete in a
future session (prompting use case U-G)
o Place in course is bookmarked so
that learner can return
Email is automatically sent to user and manager
verifying enrollment in course
User is automatically returned to personal
menu
 Upon clicking a link or icon to return
 Upon closing the window that the
course was in
Course displays as completed in personal menu
 Course completion automatically
recorded on learner’s transcript,
learning path, certification/continuing
education credits reports
Email is automatically sent to user and manager
verifying completion of course
Notes:
3 – Completely satisfies use case
2 – Modestly satisfies use case
1 – Does not satisfy use case
Notes:
3 – Completely satisfies use case
2 – Modestly satisfies use case
1 – Does not satisfy use case
Notes:
CUPA-HR LMS Implementation Project – Use Cases 3
U-G
1. User follows use case U-E
2. User selects to return to the course
previously started and clicks an icon
or link to open the course
U-H
1. User follows use case U-E
2. User’s course data is saved to the
LMS
U-I
1. User follows use case U-B
2. User clicks an icon or link to open
his/her personal reports page
U-J
1. User follows use case U-B
2. User clicks an icon or link to open
personal certifications/continuing
education credits page
U-K
**
1. User follows use case U-B
2. User clicks an icon or link to access
online help
Course opens and takes user to a menu
denoting previous location within the course
 User can easily choose to return to the
previous location
 User can easily choose to start course
over again
Use case U-E is prompted (until course is
completed)
Each time the user follows use case U-E and
either completes the course or chooses to exit
to return later, the course status data and
assessment data are automatically saved and
updated in the LMS
User reports page allows user to view, print, or
save (as HMTL, Excel, PDF files) reports
indicating date and time of event(s)
summarizing:
 Enrollment and registration
 Progress/completion
 Assessment results
 Learning transcript
 Certifications/continuing education
credits
User certifications/continuing education credits
page allows user to view, print, or save (as
HTML, Excel, PDF files) certificates, letters,
forms of completion indicating date and time of
event(s)
User help page displays help resources
 FAQ’s page
o Displays questions and answers
3 – Completely satisfies use case
2 – Modestly satisfies use case
1 – Does not satisfy use case
Notes:
3 – Completely satisfies use case
2 – Modestly satisfies use case
1 – Does not satisfy use case
Notes:
3 – Completely satisfies use case
2 – Modestly satisfies use case
1 – Does not satisfy use case
Notes:
3 – Completely satisfies use case
2 – Modestly satisfies use case
1 – Does not satisfy use case
Notes:
3 – Completely satisfies use case
2 – Modestly satisfies use case
1 – Does not satisfy use case
CUPA-HR LMS Implementation Project – Use Cases 4




that the vendor receives on a
frequent basis
o Displays questions and answers
specifically related to content or
organization
Link to email LMS administrator
Contact information for LMS
administrator phone number
Vendor-provided troubleshooting
section
Way to request technical assistance
from vendor for system technical
difficulties (open a ticket)
Notes:
CUPA-HR LMS Implementation Project – Use Cases 5
Manager Use Cases As the manager can also be a user/learner, the manager’s use cases include the above User Use Cases as well as
the additional below.
ID
M-A
*
M-B
M-C
Manager Action
1. Manager logs into system using
CUPA-HR credentials (via iMIS
integration)
1. Manager follows use case M-A
2. Manager navigates to manager
menu in the learning management
system
1. Manager follows use case M-B
2. Manager clicks a link or icon to
perform user learning plan
management tasks (such as altering
a user’s learning plan)
Desired Outcome
Single sign-on allows manager to log into
system utilizing existing CUPA-HR credentials
without having to access multiple pages or log
in multiple times
 If manager is already logged in to CUPAHR site (Knowledge Center), LMS will
open with the click of an icon or link
and will prompt use case M-B
By default, personal menu displays manager
options with links/icons that allow manager to
 Manage user learning plans
 Access user transcripts
 Access user reports/data
 Access user certifications/continuing
education credits
 Preferences
 Access online help
The user/group learning plan management
screen appears and displays manager options
 Suggest course(s) for users or groups to
take
 Edit/add/remove courses from a user or
group’s plan
 Enroll users or groups of users in
courses
o Define training requirements for
learners and groups and adjust
those requirements
Extent to Which LMS Satisfies Use Case
3 – Completely satisfies use case
2 – Modestly satisfies use case
1 – Does not satisfy use case
Notes:
3 – Completely satisfies use case
2 – Modestly satisfies use case
1 – Does not satisfy use case
Notes:
3 – Completely satisfies use case
2 – Modestly satisfies use case
1 – Does not satisfy use case
Notes:
CUPA-HR LMS Implementation Project – Use Cases 6
M-D
M-E
M-F
1. Manager follows use case M-B
2. Manager performs reporting/data
management tasks
1. Manager follows use case M-B
2. Manager clicks an icon or link to
open certifications/ continuing
education credits management
page
1. Manager follows use case M-B
2. Manager clicks an icon or link to
open preferences page
The reporting/data management screen
appears and displays options
Manager can generate and save/print reports
in HTML, Excel, PDF (date and time included)
 Learner enrollment and registration
 Learner course progress/completion
 Learner assessment results
 Learner assessment and test tracking
with question-by-question analysis
o Down to level of how a user
answered specific questions
 Learner transcripts
 Learner certification/continuing
education issuance
 Historical reports (at learner, group
level)
 Graphical reports of student
performance and demographic
information
Manager certifications/continuing education
credits page allows manager to
 View, print, or save (as HTML, Excel,
PDF files) user certificates, letters,
forms of completion indicating date and
time of event(s)
Manager is able to modify preferences such as
 Turn on/off notification emails
regarding user course enrollment,
completion
3 – Completely satisfies use case
2 – Modestly satisfies use case
1 – Does not satisfy use case
Notes:
3 – Completely satisfies use case
2 – Modestly satisfies use case
1 – Does not satisfy use case
Notes:
3 – Completely satisfies use case
2 – Modestly satisfies use case
1 – Does not satisfy use case
Notes:
M-G
**
1. Manager follows use case M-B
2. Manager clicks a link or icon to
Manager help page displays help resources
 FAQ’s page
3 – Completely satisfies use case
2 – Modestly satisfies use case
CUPA-HR LMS Implementation Project – Use Cases 7
access online help page




o Displays questions and answers
that the vendor receives on a
frequent basis
o Displays questions and answers
specifically related to content or
organization
Link to email LMS administrator
Contact information for LMS
administrator (such as phone number)
Vendor-provided troubleshooting
section
Way to request technical assistance
from vendor for system technical
difficulties (open a ticket)
1 – Does not satisfy use case
Notes:
CUPA-HR LMS Implementation Project – Use Cases 8
Administrator Use Cases As the administrator needs to be able to perform all functions within the LMS, the administrator’s use cases
include the above User and Manager Use Cases as well as the additional below.
ID
A-A
*
A-B
A-C
Administrator Action
Desired Outcome
1. Admin logs into system using CUPA- Single sign-on allows admin to log into system
HR credentials (via iMIS integration) utilizing existing CUPA-HR credentials without
having to access multiple pages or log in
multiple times
 If admin is already logged in to CUPAHR site (Knowledge Center), LMS will
open with the click of an icon or link
and will prompt use case A-B
1. Admin follows use case A-A
Administrator page opens and displays admin
2. Admin navigates to administrator
options
menu in the learning management
 Manage courses
system
 Manage users
 Manage user learning plans
 Manage reports/data
 Manage certifications/continuing
education credits
 LMS Settings
1. Admin follows use case A-B
The course management screen appears and
2. Admin clicks a link or icon to
displays admin options
perform course management tasks
 Add/remove course
(such as removing a course from the
 Set prerequisites for courses
catalog)
 Set maximum enrollment limits
 Designate courses as active or inactive
o When course is marked inactive
and is removed from catalog,
would like it to remain on
learner’s transcript
 Organize course within catalog
Extent to Which LMS Satisfies Use Case
3 – Completely satisfies use case
2 – Modestly satisfies use case
1 – Does not satisfy use case
Notes:
3 – Completely satisfies use case
2 – Modestly satisfies use case
1 – Does not satisfy use case
Notes:
3 – Completely satisfies use case
2 – Modestly satisfies use case
1 – Does not satisfy use case
Notes:
CUPA-HR LMS Implementation Project – Use Cases 9
A-D
A-E
A-F
1. Admin follows use case A-B
2. Admin clicks a link or icon to
perform user management tasks
(such as adding users)
1. Admin follows use case A-B
2. Admin clicks a link or icon to
perform user learning plan
management tasks (such as altering
a user’s learning plan)
1. Admin follows use case A-B
2. Admin performs reporting/data
management tasks
The user management screen appears and
displays admin options such as
 Add/remove users
The learning plan management screen appears
and displays admin options
 Suggest course(s) for users or groups to
take
 Edit/add/remove courses from a user or
group’s plan
 Enroll users or groups of users in
courses
 Define training requirements for
learners and groups and adjust those
requirements
The reporting/data management screen
appears and displays options
Administrator can generate and save/print
reports in HTML, Excel, PDF (date and time
included)
 Manage and create defined and custom
reports
 Global reports (all users in LMS on all
reporting functions)
 Learner enrollment and registration
 Learner course progress/completion
 Learner assessment results
 Learner assessment and test tracking
with question-by-question analysis
o Down to level of how a user
answered specific questions
 Learner transcripts
 Historical reports (at learner, group,
3 – Completely satisfies use case
2 – Modestly satisfies use case
1 – Does not satisfy use case
Notes:
3 – Completely satisfies use case
2 – Modestly satisfies use case
1 – Does not satisfy use case
Notes:
3 – Completely satisfies use case
2 – Modestly satisfies use case
1 – Does not satisfy use case
Notes:
CUPA-HR LMS Implementation Project – Use Cases 10
A-G
A-H
A-J
1. Admin follows use case A-B
2. Admin clicks an icon or link to open
certifications/ continuing education
credits management page
1. Admin follows use case A-B
2. Admin clicks a link or icon to access
a settings page or menu
1. Admin follows use case A-B
2. Admin clicks a link or icon to access
the course to test course playing
and multimedia
course levels)
 Graphical reports of student
performance and demographic
information
 Track specific data according to
customizable fields
Admin certifications/continuing education
credits page allows admin to
 Create and customize certificates,
letters, forms, emails
 View, print, or save (as HTML, Excel,
PDF files) user certificates, letters,
forms of completion indicating date and
time of event(s)
 Link certification to courses/testing
A settings page or menu displays and the
admin is able to make changes to the LMS
 Modify graphics (including the ability to
brand with CUPA-HR logo and other
elements)
 Modify color scheme
 Modify font size
 Modify headings
 Modify/create drop down menus
 Modify login page
 Customize user interface
 Customize user’s homepage/dashboard
 Modify FAQ’s to add content- or
organization- specific Q&A’s
Course opens and automatically begins playing
Multimedia elements, such as video and audio,
perform as designed with little to no lag,
buffering, or delays
3 – Completely satisfies use case
2 – Modestly satisfies use case
1 – Does not satisfy use case
Notes:
3 – Completely satisfies use case
2 – Modestly satisfies use case
1 – Does not satisfy use case
Notes:
3 – Completely satisfies use case
2 – Modestly satisfies use case
1 – Does not satisfy use case
CUPA-HR LMS Implementation Project – Use Cases 11
A-K
A-L
**
1. Admin follows use case A-B
2. Admin clicks a link or icon to access
the course to test course playing
and assessments
1. Admin follows use case A-B
2. Admin clicks a link or icon to access
the admin online help page OR
3. Admin experiences technical
difficulties or gets report of
technical difficulties from users and
is unable to reconcile on
administrator side
Course opens and automatically begins playing
through content
 Assessments perform as designed
 Specific feedback on answer selections
displays as designed
 Results display as designed (pass/fail,
percentage correct, etc.)
Admin help page displays help resources
 FAQ’s page
o Displays questions and answers
that the vendor receives on a
frequent basis
o Displays questions and answers
specifically related to content or
organization
 Link to email LMS administrator
 Contact information for LMS
administrator phone number
 Vendor-provided troubleshooting
section
Way to request technical assistance from
vendor for system technical difficulties (open a
ticket)
Notes:
3 – Completely satisfies use case
2 – Modestly satisfies use case
1 – Does not satisfy use case
Notes:
3 – Completely satisfies use case
2 – Modestly satisfies use case
1 – Does not satisfy use case
Notes:
Admin is able to immediately contact vendor’s
technical support staff and to get issue
resolved
 Open a technical issue ticket
 Ticket tracked and status/priority
updated according to severity of
problem and amount of time until
reconciliation
CUPA-HR LMS Implementation Project – Use Cases 12
System Requirements
ID
S-A
*
S-B
S-C
S-D
System Requirements
Learning Management System
integrates with iMIS
Learning Management System
accessible via popular internet
browsers
Learning Management System
accessible via mobile learning
environments
Learning Management System
supports course created in Adobe
Captivate and other popular
authoring tools
Desired Outcome
 Allows for single sign-on using existing
credentials
 Allows for selling of courses to
individuals, groups of users
 Allows for assigning roles (user,
manager) based upon iMIS roster
designation (Ex. key representative is
designated as manager unless
otherwise determined)
 Internet Explorer
 Google Chrome
 Firefox






iOS
Android
SCORM compliant
Media rich
Course can contain:
o Text
o Graphics
o Audio
o Video
o Animations
o Interactivity
Tracks course including
o Bookmarks (allowing user to
Extent to Which LMS Satisfies Use Case
3 – Completely satisfies use case
2 – Modestly satisfies use case
1 – Does not satisfy use case
Notes:
3 – Completely satisfies use case
2 – Modestly satisfies use case
1 – Does not satisfy use case
Notes:
3 – Completely satisfies use case
2 – Modestly satisfies use case
1 – Does not satisfy use case
Notes:
3 – Completely satisfies use case
2 – Modestly satisfies use case
1 – Does not satisfy use case
Notes:
CUPA-HR LMS Implementation Project – Use Cases 13
return to that portion of the
course upon re-entry)
o Completion status
o Assessment answers
S-E
Learning Management System can
support test questions built in to
Captivate courses



S-F
S-G
Learning Management System can
suggest courses for users to take
Learning Management System can
notify user of inactivity and/or
upcoming course completion date
requirements



Question can include:
o Graphics
o Audio
o Video
o Animations
Questions can be:
o Randomized
o Weighted differently
Course contains assessment (quizzes
and scored test(s), feedback on answer
selections, assessment results (pass,
fail, percentage correct) indicated)
Suggestions derived from content
similar to that in courses completed and
those similar or in the same
certification/continuing education
credit track
Generate reminder email to learner
that course completion date is
approaching
Generate email to learner after a period
of inactivity (enrolled in and began
course but has not accessed in 10 days,
for example)
3 – Completely satisfies use case
2 – Modestly satisfies use case
1 – Does not satisfy use case
Notes:
3 – Completely satisfies use case
2 – Modestly satisfies use case
1 – Does not satisfy use case
Notes:
3 – Completely satisfies use case
2 – Modestly satisfies use case
1 – Does not satisfy use case
Notes:
CUPA-HR LMS Implementation Project – Use Cases 14
* iMIS Integration—Use Cases U-A, M-A, A-A, & S-A
Demonstrate e-commerce capabilities and the process for selling courses, with registration through iMIS, to individuals and/or groups.
3 – Completely satisfies use case
2 – Modestly satisfies use case
1 – Does not satisfy use case
Notes:
 Avatar Pro has a fully integrated eCommerce engine that supports credit cards, electronic checks, external and
manual payments. Current native integration is with PayPal Payflow Pro Services and CASHNet. Avatar Pro
supports a special status for class registration to support pending payments such as a check that needs to clear.
 Avatar Pro supports the ability to communicate with third-party eCommerce storefronts which are PCI compliant.
Example: For our client Missouri State University, we integrated Avatar Pro with CASHNet utilizing the PCI
compliancy of the CASHNet storefront.
Provide explanation of how users who purchase a particular course are granted access only to courses for which they have purchased/been
enrolled in (the course/courses appear in their learning plan/personal dashboard), how the e-commerce transaction is handled, and the
data flow between the LMS and iMIS.
3 – Completely satisfies use case
2 – Modestly satisfies use case
1 – Does not satisfy use case
Notes:
 Once a user registers/pays for courses, they have access to those courses through their learning portfolio by
logging into Avatar PDMS. They only have access to courses that have a successful registration/payment
exchange.
 Avatar Pro has a fully integrated eCommerce engine that supports credit cards, electronic checks, external and
manual payments. Current native integration is with PayPal Payflow Pro Services and CASHNet. Avatar Pro
supports a special status for class registration to support pending payments such as a check that needs to clear.
 Avatar Pro supports bi-directional data flow. Avatar has real-time web services to support data exchange with
systems such as iMIS. Avatar also supports batch coma separate flat file data exchange that can be scheduled at
different intervals.
CUPA-HR LMS Implementation Project – Use Cases 15
Demonstrate how course enrollment, completion, certification/continuing education credits is tracked and recorded in iMIS.
3 – Completely satisfies use case
2 – Modestly satisfies use case
1 – Does not satisfy use case
Notes:
 Avatar Pro supports bi-directional data flow. Avatar has real-time web services to support data exchange with
systems such as iMIS. Avatar also supports batch coma separate flat file data exchange that can be scheduled at
different intervals.

Registrants have access to their portfolio to review course history, access courses, certificates, evaluations, etc. as
long as they have an active account. Avatar Pro supports exporting financial data into various accounting systems.
Demonstrate how iMIS integration defines roles for individuals (user roll for “representatives” on roster who are enrolled in LMS, manager
role being created for “key representatives”)
3 – Completely satisfies use case
2 – Modestly satisfies use case
1 – Does not satisfy use case
Notes:
 Avatar Pro supports bi-directional data flow. Avatar has real-time web services to support data exchange with
systems such as iMIS. Avatar also supports batch coma separate flat file data exchange that can be scheduled at
different intervals.
Provide the name and contact information for three organizations for which the vendor has implemented the LMS with iMIS integration.
 Avatar Academic, Inc. has integrated with many different systems over our 13 years of experience. Peoplesoft,
Banner, Moodle, and various other systems either HR related and/or content related.
CUPA-HR LMS Implementation Project – Use Cases 16

Along with the standard methods of data exchange, we have created integration for Shibboleth single sign on
authentication for the University of Texas at Austin client.
1. Missouri State University, Paula Wilhelm, 417-836-4592, paulawilhelm@missouristate.edu
2. Education Service Center Region XIII, Tom Gibson, 512-919-5313, tom.gibson@esc13.txed.net
3. Dresser Wayne, Karen Dennis,
Karon L. Dennis
Manager, Product Training
Wayne, A GE Energy Business
Office: +1 512 388 8616
Mobile: +1 512 970 1087
Fax: +1 512 388 8300
E-mail: karon.dennis@wayne.com
www.wayne.com
Dresser, Inc.
** Technical support—Use Cases U-K, M-G, & A-L
How is technical support handled, including but not limited to the following considerations:
 What kind of technical support personnel does the vendor have?
Avatar Academic, Inc. has an in-house technical support team
 What are the technical support hours of operation?
24x7 web-based support ticketing system, 7:30-5:30 CST phone support
 How would an administrator open a technical support ticket?
Please refer to the flowchart on Page 18 of this document. Avatar supports an online ticketing system for submitting and
tracking.
 How are technical support tickets tracked, processed, and resolved from initial contact and opening of ticket to resolution of issue
and closing of ticket?
Please refer to the flowchart on Page 18 of this document
CUPA-HR LMS Implementation Project – Use Cases 17



What is the turnaround time for reconciling problems from initial contact and opening of ticket to resolution of issue and closing of
ticket?
Please refer to the flowchart on Page 18 of this document
[How] Do you ensure that LMS use is not disrupted for all users while individual user issues are resolved?
Yes. Users have unique user accounts. Individual user issues typically can be addressed without affecting other users.
When do you perform routine maintenance on the system (frequency and hours of the day)?
Most all schedule maintenance is scheduled after hours and on weekends. Most maintenance is non-disruptive. In the
case of disruptive maintenance, a notice will be sent to all clients to schedule a maintenance window of time.


How would a manager contact technical support?
24x7 web-based support ticketing system, 7:30-5:30 CST phone support

How would a user contact technical support?
kimb
 Can administrators access links/a system for a user to open a technical support ticket?
kimb
CUPA-HR LMS Implementation Project – Use Cases 18
The following flowchart depicts the major steps of the Level 1 to Level 3 escalation process:
CUPA-HR LMS Implementation Project – Use Cases 19
Other:
[How] Does the LMS support collaborative learning?
Via the tightly integrated PHPBB Community Forum/Threaded Discussion tool
[How] Does the LMS support social media/communications between learners in the learning environment?
Via the tightly integrated PHPBB Community Forum/Threaded Discussion tool
CUPA-HR LMS Implementation Project – Use Cases 20