Information Technology Reference
In-Depth Information
appropriate answers. Here the questionnaire acts as a sort of tickler so that the
interviewer extracts all the information available with the interviewee.
3.2.4 Observation
In some cases, the analyst simply observes the operations while they are taking
place and collects the information. Take for example,
1. the point of sales in a super market/mall
2. a busy bank teller
3. a guest registration counter in a busy hospital/hotel
4. an online registration/reservation system,
5. a customer support person/help desk
6. an enquiry/assistance counter in a busy public facility including bus stations,
railway stations, airports etc.
7. working machines in the case of real time software development
8. or any other such scenario.
In all the above scenarios, the observation method comes in handy.
The counter executive would be able to explain his/her version, but there is
another side that of the customer/patient, who are not part of the organization.
Customer/patient are external to the system but are impacted by it. If the system
does not take their concerns into consideration, it may turn them off from the
organization. Customers' views can be obtained in such cases, but observing a few
would be helpful. Personal observation supplements/confirms the information
obtained by surveys and personal interviews. Personal observation is also helpful
in confirming the efficacy of the system after pilot implementation so that
improvements, if any required, can be implemented before the final roll out.
Observation helps in obtaining the following information, first hand:
1. Response times needed from the system
2. Ease of use of the system
3. Efficiency of the system in practical use
4. The additional help needed by the users while utilizing the system
5. Productivity of the end-user.
The information obtained from personal observations would be leading to
ancillary functionality requirements rather than core functionality requirements.
3.2.5 Demonstration of Product Prototypes
Demonstration of product prototypes is more often used to finalize requirements
than to obtain original requirements. Often times, the customer is not willing to
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