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Chapter Four. Research > Callers' Objectives and Needs

Callers' Objectives and Needs

Users of these systems also have goals—but those goals are usually different than those of the service provider. To design a system that is well received by the intended audience, it's necessary to understand the following.

The application need: Why will callers call? (E.g., because they don't have the ability to go to a branch of their bank in which to perform basic banking tasks during normal business hours, thus requiring off-hour service.)


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