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Chapter Four. Research > Clients' Objectives

Clients' Objectives

Service providers don't introduce costly new technology to their customers unless there will be significant benefit to both the provider of the service as well as the user of the service. A clear set of objectives ensures that the designer understands the goals that must be achieved. These goals include

The business problem:What is the underlying issue that the system should solve? (E.g., enable around-the-clock self-service to customers who have traditionally not had that option.)
The business objectives:What measurable results should the system accomplish? (Reduce costs? Improve customer satisfaction? Increase revenue?)
The service:What service should the system provide to callers? (E.g., allow the callers to perform all their basic banking needs.)
The application:What function—or functions—should the system perform? (E.g., a home banking system would allow callers to check balances, transfer funds, and perhaps reorder checks.)
The business process/environment:How else do callers interact with the client? How should these other channels influence the design? (Does the caller have ATM access? And if so, should the same language of the ATMs be used in the speech-recognition system as well?)



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