Concept of Operations (ConOps) - Mid-Depth
Practical guidance for mapping real-world usage.
Map User Roles and Their Different Workflows
Different users interact with the same system in different ways. Document each role’s workflow separately.
Example:
- Admin: Manages user accounts, reviews audit logs, configures system settings
- End user: Searches for information, submits requests, tracks status
- Approver: Reviews pending requests, approves/rejects, adds comments
Each role has different needs, different entry points, different success criteria.
Identify Integration Points with Existing Systems
Your system probably doesn’t exist in isolation. Document where it connects to other systems:
- Authentication (SSO with company directory?)
- Data imports (from legacy system?)
- Notifications (email service, Slack?)
- External APIs (payment processing, maps?)
For each integration, describe the interaction:
- When does it happen?
- What triggers it?
- What data gets exchanged?
- What happens if it fails?
Define Success Criteria for Each Scenario
For each workflow, specify what “working correctly” means:
- “Request submitted successfully” - user sees confirmation, request appears in admin queue within 30 seconds
- “Approval notification sent” - requester receives email within 5 minutes, can click link to view details
Without clear success criteria, you can’t verify the ConOps actually works.
Consider Offline/Degraded Mode Operations
What happens when things aren’t perfect?
- Slow network connection
- Third-party API is down
- User loses connection mid-operation
- External system returns partial data
Document how the system behaves in degraded conditions:
- Does it queue operations for later?
- Show cached data with a warning?
- Block certain features?
- Fail gracefully with clear error messages?
Common Pitfall: Writing from System’s Perspective Instead of User’s
Wrong approach:
- “System validates input, calls authentication service, queries database, renders response”
Right approach:
- “User enters credentials, sees loading indicator for 1-2 seconds, then sees their dashboard with recent activity”
Write from the user’s point of view. What they see, what they do, what happens next.
Document Assumptions About User Environment
Your ConOps makes assumptions. State them explicitly:
- Network: Broadband connection, <100ms latency expected
- Devices: Desktop browsers, 1920x1080 minimum resolution
- Skills: Users familiar with basic spreadsheet concepts
- Access: Users have company email, can receive 2FA codes
When assumptions are explicit, you can validate them early instead of discovering incompatibilities at launch.