The first step in writing use cases is understanding the users, their goals, and their key needs. Not all users are alike. Some users will expect to walk up to the system and accomplish one goal as quickly as possible. For example, some banking ATM customers just want "fast cash". Others may be power users who will master every option and shortcut over time.
It is important to identify and list classes of users so that none of them are forgotten. Too often, an entire class of users are initially overlooked, e.g., administrators. This leads to a frustrating series of requirements changes when their requirements must be added later.
Next, make sure that you know the key needs of each class of user. For example, one class of user may simply need a speedy transaction, whereas another class of user may need more guidance in making choices, and a third class of user may expect to reuse their knowledge of competing products.
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