User-Centred Requirements Handbook |
Specification of the support that will be needed for each user group, including training, documentation, help facilities, local experts, telephone hot lines etc. The methods by which these support services are provided may also be specified.
Process
1. Review all the potential user requirements identified in Stages 1 and 2, particularly in Form 1.3 User characteristics. Copy those that relate to User support requirements into Form 3.7 below.
2. Remove any requirements that duplicate others or do not seem relevant.
3. Add any new requirements which arise from the review of this section.
Form 3.7 - User Support Required (Example)
| 3.7 User Support | ||||
|
User Group: Bank staff Transfer from Form 1.3 User characteristics |
Pri. | Ach. | Ref. | |
| User training |
A 3 day training course will be provided on the basic facilities within the system. This will be topped up by one hours training per week for the following two months. |
1 2 |
** * |
|
| User document-ation |
Two manuals required: - Introductory guide (less than 20 pages) - Reference manual. |
2 3 |
||
| Help facilities |
The system will provide an on-line help system that describes how to perform each of the main tasks that users need to perform. The system functions will also be presented in alphabetical order with synonyms. Hypertext links will be provided between different help sections. |
3 4 |
* ** |
|
| Local expert |
A local expert will be given 3 weeks training and it will form part of his or her job to answer questions from other staff. |
2 | *** | |
| Telephone hot lines | A telephone enquiry line will be provided to answer questions that cannot easily be solved by reference to help or the local expert. | 2 | * | |
| Other support | ||||