Analysing and processing feedback All data regardless of how and from where it was collected must be summarised against the performance and usability indicators so they are more manageable. In almost all case, both quantitative and qualitative data will be collected and used. The performance measurements such as error rates will be quantitative and will be easy to interpret. Performance measurements such as reliability could be a combination of qualitative and quantitative data. Usability indicators could be qualitative or quantitative. Indicators Poor Satisfactory Good Excellent Support Help desk Support Support Support Excellent support mechanisms. services mechanisms mechanisms mechanisms Reasonable fees and acceptable are exist. But fees exist. Fees for response times. Relevant cheat or not associated with help desk calls sheets and how-to guides are adequate. help desk calls are reasonable accessible through the web-based are high and but response support system. response times times are slow. are slow. Cheat sheets and how-to guides are available for some features. Technical needs assessment Needs Needs Some groups of Needs for all An elaborate and comprehensive assessment assessment stakeholders stakeholders needs assessment was conducted for was not were surveyed to identified conducted and it all stakeholders implementation conducted. identify computer however not all were well informed about the hardware needs are improvements that would be requirements. accounted for introduced. in the final implementation. Indicators Poor Satisfactory Good Excellent Training Training prior Training was Training was More customise A comprehensive training plan to and during not provided. provided in large training for was derived and all users were implementation groups. small groups. trained in groups for common skills and on a one-to-one basis for user specific tasks. Customisation User All features are Desktop Power users Power users can customise most customisation set and attributes such as can customise features where as ordinary users customisation fonts and colours certain can change a limited number of is not an option could be features. features. customised to Ordinary uses suit the cannot change user’s needs any features
Analysing and processing feedback All data regardless of how and from where it was collected must be summarised against the performance and usability indicators so they are more manageable. In almost all case, both quantitative and qualitative data will be collected and used. The performance measurements such as error rates will be quantitative and will be easy to interpret. Performance measurements such as reliability could be a combination of qualitative and quantitative data. Usability indicators could be qualitative or quantitative. Indicators Poor Satisfactory Good Excellent Support Help desk services Support mechanisms are or not adequate. Support mechanisms exist. But fees associated with help desk calls are high and response times are slow. Support mechanisms exist. Fees for help desk calls are reasonable but response times are slow. Cheat sheets and how-to guides are available for some features. Excellent support mechanisms. Reasonable fees and acceptable response times. Relevant cheat sheets and how-to guides are accessible through the web-based support system. Technical needs assessment Needs assessment conducted for implementation Needs assessment was not conducted. Some groups of stakeholders were surveyed to identify computer hardware requirements. Needs for all stakeholders identified however not all needs are accounted for in the final implementation. An elaborate and comprehensive needs assessment was conducted and it all stakeholders were well informed about the improvements that would be introduced. Indicators Poor Satisfactory Good Excellent Training Training prior to and during implementation Training was not provided. Training was provided in large groups. More customise training for small groups. A comprehensive training plan was derived and all users were trained in groups for common skills and on a one-to-one basis for user specific tasks. Customisation User customisation All features are set and customisation is not an option Desktop attributes such as fonts and colours could be customised to suit the user’s needs Power users can customise certain features. Ordinary uses cannot change any features Power users can customise most features where as ordinary users can change a limited number of features.
icaict302a_notes_topic4.docx