User-Centred Requirements Handbook |
This section records the context of each user group selected within Section 1.2 (e.g. end users, customers, maintainers). This data will be used to help to identify critical design features to be fed into the user requirements specification.
The user group characteristics are expressed either for users of the current system or users of the future system.
Relevant characteristics include: age range, gender, culture, education, intelligence, language, physical attributes, frequency of use, discretion to use, experience of system, general IT experience or training.
Process
To help gather this information, Form 1.3 should be completed for each relevant user group.
To complete the form, carry out the following steps:
1. Fill in the first (left hand) column of the form completing all relevant user characteristics.
2. Consider each of the characteristics in turn and write down any implications for the design of the system in the second column. These will become provisional user requirements for the system.
3. Assign each potential requirement a reference number as shown in the following form (1.3.1, 1.3.2 etc.). This will allow the information to be traced back to this original table. Where a characteristic has two or more implications for the design, give each a separate number.
Please refer to RESPECT D4.2, section 3.3.1 on user related factors
which will help to identify user requirements based upon particular
types of user: dedicated, professional, intermediary, technically
experienced, novice and occasional. User language is also considered.
Please refer to RESPECT D6.2 'Requirements specification and evaluation
for user groups with special needs' for guidelines on user requirements
and evaluation methods relating to users with impairments and
disabilities (visual, hearing, motor and cognitive), elderly and young
users.
Form 1.3 - User group characteristics (Example)
| 1.3 User group characteristics | ||
| System name: New bank machine | Form completed for users groups selected in Form 1.2 | |
| User group: General public | ||
| CHARACTERISTICS | POTENTIAL USER REQUIREMENTS | REF. |
| Size of user group. Full population of UK plus overseas visitors | ||
| Age range. 18 upwards | Given particular consideration to older user groups who may be more reserved about new technology. | 1.3.1 |
| Gender. Roughly equal numbers of males and females. | Include equal numbers of males and females in user trials. | 1.3.2 |
| Language and culture. English will be main language. Some areas of country will include up to 30% of population where English is second language. Used by tourists, especially from EU. | Use English language and up to 8 other language options, depending on local area. Use simple terminology, diagrams and pictures. | |
| Educational level/Qualifications. Any level. | Design to be usable by people who may have limited reading skills. | 1.3.5 |
| Physical limitations/Disabilities. Full range. Includes people with physical/visual handicaps | Ensure that system keyboard and screen are placed at a standard height. Use easy input device: if a keyboard, larger keys, secondary means of identification. | 1.3.6 1.3.7 |
| Special skills (e.g. touch typing, use of mouse, spatial awareness). None | ||
Continued on next page 
Transfer to relevant Forms in Phase 3
e.g. Form 3.1 General system characteristics
or Form 3.4 Technical environment
| 1.3 User group characteristics (continued) | ||
| Characteristics | Potential User Requirements | Ref. |
|
Experience with similar systems 70% of users will have used bank machines and elsewhere |
Try to make the system conform with any accepted ad hoc standards for bank machines. | 1.3.8 |
|
IT Experience Variable, assume none. |
Use very supportive dialogues to make user feel comfortable. Develop attractive interfaces. |
1.3.9 1.3.10 |
|
Knowledge of task Variable, assume none |
Use highly supportive interface with clear logical structure. Use terms that users will understand. |
1.3.11 1.3.12 |
|
Previous training None |
||
|
Frequency of use Mostly first-time users or very infrequent. May return to system |
Use very supportive dialogue - easy to learn and remember. | 1.3.13 |
|
Motivation to use May be reluctant to use. |
Make system appear attractive to use. | 1.3.14 |
|
Discretion to use Can users decide whether to use the product? Can ignore system or abandon for any reason. |
Make attractive and easy to use. Ensure that results can be achieved quickly. |
1.3.15 1.3.16 |
|
Likely concerns Being robbed or defrauded |
Provide security feature e.g. alarm button. Ensure design allows privacy when using machine. |
1.3.17 1.3.18 |
|
Other relevant characteristics Wish to attract casual enquirers who may be short on time. |
Make as attractive and simple as possible for new users. | 1.3.19 |
Transfer to relevant Forms in Phase 3
e.g. Form 3.1 General system characteristics
or Form 3.4 Technical environment