I understand that when writing use cases, each use case should be a single transaction by the user.  However, we have different kinds of users with different preferences and I'm trying to work out how to represent this.  When a customer applies to our company they can apply online or on paper.  Ultimately, the outcome is the same - an application is received.  The information the user enters on the application is the same but the method by which they do it differs (and the business processes differ slightly when assessing paper or online applications).  Should I have one use case (user applies) or two use cases (user applies online and user applies on paper).  All help appreciated.