WK3-LU3 Information Gathering (PDF)

TMF1913 SYSTEM ANALYSIS & DESIGN Learning Unit 3: Information Gathering: Interactive Methods Adapted or modified by the SA&D Team Semester 1, 2024-2025 Major Topics » Interviewing » Questionnaires » Interview preparation » Writing...

TMF1913 SYSTEM ANALYSIS & DESIGN Learning Unit 3: Information Gathering: Interactive Methods Adapted or modified by the SA&D Team Semester 1, 2024-2025 Major Topics » Interviewing » Questionnaires » Interview preparation » Writing questions » Question types » Using scales » Arranging questions » Design » The interview report » Administering » User Stories » Joint Application Design (JAD) » Involvement » Location Learning Objectives » Recognize the value of interactive methods for information gathering. » Construct interview questions to elicit human information requirements and structure them in a way that is meaningful to users. » Understand the purpose of stories and why they are useful in systems analysis. » Understand the concept of JAD and when to use it. » Write effective questions to survey users about their work. » Design and administer effective questionnaires. This Photo by Unknown Author is licensed under CC BY-SA-NC What is Requirements Determination? » A requirement is a vital feature of a new system which may include processing or capturing of data, controlling the activities of business, producing information and supporting the management. » Requirements determination involves studying the existing system and gathering details to find out: what are the requirements, how it works, and where improvements should be made. Major Activities in Requirement Determination Requirements Requirements Anticipation Requirements Investigation Specifications Predicts the characteristics It is studying the current Includes the analysis of of system based on previous system and data which determine the experience which include requirement specification, certain problems or features documenting its and requirements for a new features for further description of features for system. analysis. new system, and specifying what It can lead to analysis of It is at the heart of areas that would otherwise information requirements system analysis where will be provided. go unnoticed by analyst documenting inexperienced analyst. Includes analysis of and describing system But if shortcuts are taken and factual data, bias is introduced in features using fact- identification of essential conducting the investigation, finding techniques, requirements, and then Requirement prototyping, and selection of Requirement- Anticipation can be half- computer assisted baked. fulfillment strategies. tools. Interviewing » Interviewing is an important method for collecting data on human and system information requirements » Interviews reveal information about: ⋄ Interviewee opinions ⋄ Interviewee feelings ⋄ Goals ⋄ Key HCI concerns Image source: http://bluestudies.com/cv-interview-skills-info-session/ Interview Preparation read and understand as much background information about the interviewees 1 Reading background material and their organization as possible. E.g. corporate website, current annual report, corporate news letter, any publication sent out to explain the organization to the public, Standard & Poor’s trying to build a common vocabulary to phrase interview questions and to maximize the interview time. 2 Establishing interview objectives four to six key areas concerning HCI, information processing and decision- making behavior. 3 Deciding whom to interview include people at all levels who will affected by the system in some manner. strive for balance so that as many users’ needs are addressed as possible. 4 Preparing the interviewee call ahead; keep to 45 minutes to an hour at the most. 5 Decidingstructure on question types and write questions to cover the key areas of HCI and decision making that you discovered when you ascertained interview objectives. Interview Question Types Open- ended Closed Open-Ended Interview Questions » Open-ended interview questions allow interviewees to respond how they wish, and to what length they wish » Open-ended interview questions are appropriate when the analyst is interested in breadth and depth of reply Source: http://www.orafitnessinstitute.com.au/open-ended-questions/ This Photo by Unknown Author is licensed under CC BY Open-Ended Interview Questions » Consider the term open-ended. “Open” actually describes the interviewee’s options for responding. They are open. » The response can be two words or two paragraphs. » Some examples of open-ended questions are shown here. Source: https://www.w3computing.com/systemsanalysis/open-ended-closed-interview- questions/ This Photo by Unknown Author is licensed under CC BY  Open-Ended Interview Questions Puts the interviewee at ease Allows the interviewer to pick up on the May result in too much irrelevant interviewee’s vocabulary detail Provides richness of detail Possibly losing control of the Advantages interview Disadvantages Reveals avenues of further questioning that may have gone untapped May take too much time for the Provides more interest for the interviewee amount of useful information gained Allows more spontaneity Potentially seeming that the interviewer is unprepared Makes phrasing easier for the interviewer Possibly giving the impression that the interviewer is on a “fishing expedition” Useful if the interviewer is unprepared Closed Interview Questions » Closed interview questions limit the number of possible responses » Closed interview questions are appropriate for generating precise, reliable data that is easy to analyze » The methodology is efficient, and it requires little skill for interviewers to administer A closed question limits the response available to the interviewee. You may be familiar with closed questions through multiple-choice exams in college. You are given a question and five responses, but you are not allowed to write down your own response and still be counted as having correctly answered the question. Source: https://home.magpi.com/tip-open-ended-questions/ Closed Interview Questions » The possible responses are closed to the interviewee, because he or she can only reply with a finite number such as “None,” “One,” or “Fifteen.” Some examples of closed questions are shown here. » Closed interview questions limit the respondent’s options. » The examples were selected from different interviews and are not shown in any particular order. Source: https://www.w3computing.com/systemsanalysis/open-ended-closed-interview-questions/ Closed Interview Questions ADVANTAGES DISADVANTAGES Saving interview time Boring for the interviewee Easily comparing interviews Failure to obtain rich detailing Getting to the point Missing main ideas Keeping control of the Failing to build rapport between interview interviewer and interviewee Covering a large area quickly Getting to relevant data Bipolar Questions This type of closed question limits the interviewee even further by allowing a choice on either “pole” » Bipolar questions are those that Examples of bipolar questions are listed here: may be answered with a “yes” or “no”, “true or false” and “agree” or “disagree” » Bipolar questions should be used sparingly » A special kind of closed question Source: https://www.w3computing.com/systemsanalysis/open-ended-closed-interview- questions/ Image source: http://jacobyip.com/are-closed- ended-questions-leading-questions/ Attributes of Open-Ended and Closed Interview Questions Thus, as the interviewer, you must think carefully about the question types you will use. Both open-ended and closed questions have advantages and drawbacks, as shown in the figure. Notice that choosing one question type over the other actually involves a trade- off; although an open-ended question affords breadth and depth of reply, responses to open-ended questions are difficult to analyze. Probes » A third type of question is the probe or follow-up » Probing questions elicit more detail about previous questions » The purpose of probing questions is: » To get more meaning » To clarify » To draw out and expand on the interviewee’s point » The strongest probe is the simplest: the question, “Why?” » Other probes are “Can you give me an example of a time you did not find the system trustworthy?” and “Will you elaborate on that for me?” » May be either open-ended or closed Probes » Probes allow the systems analyst to follow up on questions to get more detailed responses. The examples were selected from different interviews and are not shown in any particular order. Source: https://www.w3computing.com/systemsanalysis/open-ended-closed-interview-questions/ Arranging Questions Pyramid Funnel Diamond Starting with closed Starting with open- Starting with closed, questions and working ended questions and moving toward open- toward open-ended working toward closed ended, and ending questions questions with closed questions Pyramid Structure Pyramid Structure for Interviewing Goes from Specific to General » Begins with very detailed, Questions often closed questions » Expands by allowing open- ended questions and more generalized responses » Is useful if interviewees need to be warmed up to the topic or seem reluctant to address the topic Funnel Structure » Begins with generalized, open- ended questions » Concludes by narrowing the possible responses using closed questions » Provides an easy, nonthreatening way to begin an interview » Is useful when the interviewee Funnel structure for feels emotionally about the interviewing begins with broad questions then topic funnels to specific questions Diamond Structure Diamond-shaped structure for interviewing combines the pyramid and funnel structures » A diamond-shaped structure begins in a very specific way » Then more general issues are examined » Concludes with specific questions » Combines the strength of both the pyramid and funnel structures » Takes longer than the other structures Closing the Interview Image source: Google search Always ask “Is Summarize and there anything provide Ask whom you Set up any Thank them for else that you feedback on should talk with future their time and would like to your next appointments shake hands. add?” impressions Interview Report » Write as soon as possible after the interview » Provide an initial summary, then more detail » Review the report with the respondent Image source: https://www.sabusinesshub.co.za/section/preview.php?SectionId=2&SubsectionId=16&ContentId=602 Stories » Stories originate in the workplace » Organizational stories are used to relay some kind of information » When a story is told and retold over time it takes on a mythic quality » Isolated stories are good when you are looking for facts » Enduring stories capture all aspects of the organization and are the ones a systems analyst should look for Purposes for Telling a Story Systems analysts can use storytelling as a complement to other information gathering methods There are four purposes for telling a story: Validating stories are Experiential Explanatory used to stories stories tell convince Prescriptive describe what why the people that stories tell the the business organization the listener how or industry is acted a organization to act like certain way made the correct decision Joint Application Design (JAD) » Joint Application Design (JAD) can replace a series of interviews with the user community » JAD is a technique that allows the analyst to accomplish requirements analysis and design the user interface with the users in a group setting Joint Application Design (JAD) Where to hold JAD Meetings Users are restless and want something new Offsite Comfortable The organizational culture supports surroundings joint problem-solving behaviors Minimize distractions Conditions that support the use of JAD Analysts forecast an increase in the number of ideas using JAD Attendance Schedule when participants can attend Personnel may be absent from their Agenda jobs for the length of time required Orientation meeting  Who Is Involved All project team members must be committed to the JAD approach and become involved. Executive a senior person who will introduce and conclude the JAD session. sponsor IS Analyst gives an expert opinion about any disproportionate costs of solutions proposed. Users try to select users that can articulate what information they need to perform their jobs as well as what they desire in anew or improved computer system. Session leader someone who has excellent communication skills to facilitate appropriate interactions. Observers analysts or technical experts from other functional areas to offer technical explanations and advice. Scribe formally write down everything that is done. Joint Application Design (JAD) Benefits of JAD Time is saved, compared JAD requires a large with traditional block of time to be interviewing available for all session participants Rapid development of systems If preparation or the follow- Drawbacks of using up report is incomplete, Improved user the session may not be ownership of the system successful Creative idea production The organizational skills is improved and culture may not be conducive to a JAD session JAD Questionnaires Questionnaires are useful in gathering information from key organization members about: what people in the Through the use of questionnaires, the analyst may be seeking to quantify what was found in Attributes organization say they interviews. want In addition, questionnaires may be used to what people think is determine how widespread or limited a sentiment Beliefs actually true expressed in an interview really is. Conversely, questionnaires can be used to survey what organizational Behavior members do a large sample of system users to sense problems or raise important issues before interviews are scheduled. properties of people or Characteristics things Planning for the use of Questionnaires » Organization members are widely dispersed » Many members are involved with the project » Exploratory work is needed » Problem solving prior to interviews is Open-ended necessary Try to anticipate the response you will get Well suited for getting opinions Closed Use when all the options may be listed When the options are mutually exclusive  Open-ended questions used for questionnaires- examples Source: https://www.w3computing.com/systemsanalysis/writing-questions-questionnaires/ Responses to open-ended questions can help analysts gain rich, exploratory insights as well as breadth and depth on a topic. Although open-ended questions can be written easily, responses to them are difficult and time consuming to analyze. Closed questions on questionnaires help ensure responses- examples Source: https://www.w3computing.com/systemsanalysis/writing-questions-questionnaires/ Closed questions should be used when the systems analyst is able to list effectively all the possible responses to the question and when all the listed responses are mutually exclusive, so that choosing one precludes choosing any of the others. Questionnaire Language Use the language of respondents whenever possible. Keep Simple wording simple. Work at being specific rather than vague in wording. Avoid Specific overly specific questions as well. Short Keep questions short. Do not patronize respondents by talking down to them Not patronizing through low-level language choices. Avoid bias in wording. Avoiding bias also means avoiding Free of bias objectionable questions. Target questions to the correct respondents (that is, those Addressed to those who are knowledgeable who are capable of responding). Don’t assume too much knowledge. Ensure that questions are technically accurate before Technically accurate including them. Appropriate for the reading Use software to check whether the reading level is level of the respondent appropriate for the respondents. Using Scales in Questionnaires Scaling The process of assigning numbers or other symbols to an attribute or characteristic for the purpose of measuring that attribute or characteristic the writing of closed questions with either ordered or unordered answers Measurement Scales The two different forms of measurement scales are: Nominal Interval  Example: Nominal Scales What type of software do you use the most? » Nominal scales are used to classify things 1 = Word Processor » It is the weakest form of measurement 2 = Spreadsheet » Data may be totaled (of each classification) 3 = Database 4 = An Email Program Interval Scales » An interval scale is used when the intervals are equal and there is no absolute zero » Due to this characteristic, mathematical operations can be performed on the questionnaire data, resulting in a more complete analysis. E.g. the Fahrenheit or Centigrade scale The example above is definitely not that of an interval scale, but by anchoring the scale on either end, the analyst may want to assume the respondent perceives the intervals to be equal. If the systems analyst makes this assumption, more quantitative analysis is possible.  Validity and Reliability Getting the same results if the same Reliability of scales refers questionnaire was administered again under to consistency in response the same conditions For example, if the purpose of the Validity is the degree to questionnaire is to determine whether the which the question organization is ready for a major change in measures what the analyst computer operations, do the questions intends to measure measure that? Image source: http://keydifferences.com/difference-between-validity-and-reliability.html Problems with Scales » The actual construction of scales is a serious task. » Careless construction of scales can result in one of the following problems: Leniency Central tendency Halo effect Caused by easy raters Occurs when respondents rate When the impression formed in Solution is to move the everything as average one question carries into the next question “average” category to the left Improve by making the For example, if you are rating an or right of center differences smaller at the employee about whom you have two ends a very favorable impression, you Adjust the strength of the may give a high rating in every descriptors category or trait, regardless of Create a scale with more whether or not it is a strong point of the employee’s. points Solution is to place one trait and several items on each page Designing the Questionnaire A well-designed, relevant questionnaire can help overcome some resistance to respond. Allow ample white space Allow ample space to write or type in responses Make it easy for respondents to clearly mark their answers Be consistent in style When you design questionnaires for the Web, apply the same rules you use when designing paper questionnaires. Ways to capture responses when designing a Web Survey Planning for the use of Questionnaires » As you order questions, you must think about your objectives in using the questionnaire and then determine the function of each question in helping you to achieve your objectives. » It is also important to see the questionnaire through the respondent’s eyes. Some guidelines for ordering questions are: Introduce less controversial Cluster items questions first of similar Place most content important together questions first Administering Questionnaires » Deciding who will receive the questionnaire is handled in conjunction with the task of setting up objectives for its results. » Administering questionnaires has two main questions: Who in the How should the organization should questionnaire be receive the administered? questionnaire? Methods of Administering the Questionnaire » The choice of administration method is often determined by the existing business situation. » Options for administering the questionnaire include the following: Allowing respondents to Personally handing out Convening all self-administer the blank questionnaires and concerned respondents questionnaire at work and taking back completed together at one time drop it in a centrally ones. located box. Administering the questionnaire electronically Mailing questionnaires to either via email or on the Web. employees at branch sites Reduced costs and supplying a deadline, Collecting and storing the results electronically instructions, and return Response are a little lower then other methods, but postage. may result in less guarded answers Summary » Interviewing » Interview preparation » Question types » Arranging questions » The interview report » Stories » Joint Application Design (JAD) » Involvement and location » Questionnaires » Writing questions » Using scales and overcoming problems » Design and order » Administering and submitting