CIS 285 Lecture 10 End-User Needs Assessment Projects Fall 2021-2022 PDF

CIS: 285: End User Training and Support End-User Needs Assessment Projects Mohammed Al Nakshabandi MBA, PMP 2 1 Fall 21-22 11/18/202 ...

CIS: 285: End User Training and Support End-User Needs Assessment Projects Mohammed Al Nakshabandi MBA, PMP 2 1 Fall 21-22 11/18/202  11/18/2022 2 Review last lecture 2 2 Fall 21-22 11/18/202  Lecture 10 End-User Needs Assessment Projects- Outline (Ch 9 of textbook) t and support standards emerged Basic strategies for performing end-user needs analysis and assessment Steps analysts undertake to analyze and assess a user’s needs Common tools used to conduct a user needs assessment project Tasks in managing a user needs assessment project Project management software tools 2 3 Fall 21-22 11/18/202  11/18/2022 4 Lecture Outline Basic strategies for performing end-user needs analysis and assessment Steps analysts undertake to analyze and assess a user’s needs Common tools used to conduct a user needs assessment project Tasks in managing a user needs assessment project Project management software tools 2 4 Fall 21-22 11/18/202  11/18/2022 5 Overview of User Needs Analysis and Assessment (1-2) User support specialists are often assigned to help end users select technology products and services Sometimes that selection must be made from lists of standard, supported products. But what if its not a standard request and need to purchase new competing products ? Strategy: – Understand a user’s environment and work situation – Clarify the problem or objectives – Investigate alternative solutions – Decide on a solution to meet the users’ needs – Decide whether to purchase or build Process can be formal or informal 2 5 Fall 21-22 11/18/202  11/18/2022 6 Overview of User Needs Analysis and Assessment (2-2) IT Analyst assess user needs to determine which products or services will best meet a user’s requirements it could be – Products (ex): ▪ Computer system ▪ Peripheral to add to an existing system ▪ Application software package ▪ Office network ▪ Mobile device – Select services: ▪ Training program ▪ Internet service provider (ISP) ▪ Online media backup service ▪ Maintenance 2 6 Fall 21-22 11/18/202  11/18/2022 7 Lecture Outline Basic strategies for performing end-user needs analysis and assessment Steps analysts undertake to analyze and assess a user’s needs Common tools used to conduct a user needs assessment project Tasks in managing a user needs assessment project Project management software tools 2 7 Fall 21-22 11/18/202  11/18/2022 8 Three Phases in Needs Analysis Process Aassessment projects follow the same sequence of steps: 1. Understand Org Goal 6. Understand the current situation 2. The problem 7. Look for alternatives 3. Decision criteria 4. Stakeholders' role 5. Information needed for a project 8. Develop a model of a proposed system 9. Make decide whether to build or buy Because each needs assessment project is unique, support analysts don’t always perform every step listed in 2 8 Fall 21-22 11/18/202  11/18/2022 9 Step 1: Understand the End User’s and the Organization’s Goals What is the environment into which the future system will fit? You need to answer the following – What are the goals of the organization, department, or individual user – Is the organization for-profit or not-for-profit? – What plans does the organization have to grow or expand in the future? – The organization’s appetite towards technology (adaptation (fast/ slow)? – How about the Org historical adaptation to changes in technology? – Current budget for technology products and services? – Staff experience to operate, maintain, and support new technology? 2 9 Fall 21-22 11/18/202  11/18/2022 10 Step 2: Understand the Decision Criteria and Constraints Support analysts also need to understand the criteria an organization will use to make decisions (functionality, features, cost, Integration, support, customization etc? Conduct a feasibility study; an investigation into: – Economic feasibility: budget constraints – Operational feasibility: impact on other technology and personnel – Technological feasibility: state of the current technology – Timeline feasibility: time constraints Support analysts need to understand the Organization culture factors that will influence the final decision ( do they adopt leading edge technology, do they have prefaded vendor, adaptation to change? 2 10 Fall 21-22 11/18/202  11/18/2022 11 Step 3: Define the Problem Clearly The assessment projects must dig for details in order to identify the root or underlying problem they are trying to solve. You should continually ask the question “Do I really understand the dimensions of the problem? “ Is it – Technology” problems – Organizational – Personnel – Process workflow – User-training and experience – Office politics, management, or resource problems Do not assume that a user has correctly analyzed the problem Observe the user in his or her environment Consider solutions other than obvious ones 2 11 Fall 21-22 11/18/202  11/18/2022 12 Step 4: Identify the Roles of Stakeholders Who is your audience, who will be impacted by the change? Identify your stakeholders Stakeholders are the participants in a user needs analysis and assessment project who stand to gain or lose from its success or failure. – Four kinds of stakeholders ▪ End users ▪ Managers ▪ IT, or Technical support staff ▪ Support analyst 2 12 Fall 21-22 11/18/202  11/18/2022 13 Step 5: Identify Sources of Information Which sources of information are needed to analyze user needs? – Interviews with users and managers – Surveys or questionnaires completed by users – Procedure manuals that describe the current system – Direct observation of the existing situation – Forms used for input into the existing system – Reports created from the existing system – Problem report histories or help desk logs – Diagrams of workflow – Equipment inventories – Recommendations from consultants, vendors, auditors 2 13 Fall 21-22 11/18/202  11/18/2022 14 Step 6: Develop an Understanding of the Existing Technology (2-2) How does the existing system work? – Support analysts must learn as much as possible about the existing system → to create a model Model: a narrative description and/or graphic diagram that represents a business activity ( Process w, workflow, steps), computer system, or network – A model can aid an analyst’s understanding – A model can be shared with stakeholders to verify an analyst’s understanding Three Key Questions for Analysts to answer 1. Do I understand the existing technology well enough to explain its operation to project participants? 2. Do I understand which features of the existing technology users like? 3. Do I understand what users think is wrong with the existing system? 2 14 Fall 21-22 11/18/202  11/18/2022 15 Step 6: Develop an Understanding of the Existing Technology (2-2) Example of Model: Current Architect Model Future Architect Model 2 15 Fall 21-22 11/18/202  11/18/2022 16 Step 7: Investigate Alternatives to the Existing Technology (1-2) How can the existing system or situation be fixed? – Add resources ▪ Technical: additional or different equipment ▪ Organizational: additional personnel, budget, time, priority – Change resources ▪ Reinstall or reconfigure hardware, software ▪ Provide additional user training – Upgrades ▪ Improve processing speed, storage capacity, compatibility ▪ Offer new features that address identified problems 2 16 Fall 21-22 11/18/202  11/18/2022 17 Step 7: Investigate Alternatives to the Existing Technology (2-2) – New hardware alternatives ▪ Resolve capacity constraints ▪ Run existing software efficiently ▪ Support new software – New software alternatives ▪ Address identified problems ▪ Increase user productivity ▪ Expand business opportunities – Improved workflow ▪ Revised operating procedures – Improve the flow of information – Streamline processing steps – Increase efficiency of staff 2 17 Fall 21-22 11/18/202  11/18/2022 18 Step 8: Develop a Model of the Proposed Solution-Decision Phase (1-3) What features would new technology or solution offer? Build a model of the proposed system or solution – Include the pros and cons of each alternative – Answer the questions: ▪ Why is the proposed solution an improvement over the current one? ▪ Why is this the best available alternative? 2 18 Fall 21-22 11/18/202  11/18/2022 19 Step 8: Develop a Model of the Proposed Solution- Decision Phase (2-3) Kinds of solutions: – A. Optimal solution: The best one ▪ Most feasible ▪ Lowest cost ▪ Greatest benefits – B. Satisficing solution: less than optimal, but solves the problem ▪ Is not necessarily the best solution 2 19 Fall 21-22 11/18/202  11/18/2022 20 Step 8: Develop a Model of the Proposed Solution- Decision Phase (3-3) How do you decide between a solution and alternative? – Decision tool ▪ Cost benefit analysis: Is a comparison between a solution’s expenses and its payoffs to an organization – A useful tool to: ▪ Analyze a solution (pros and cons) ▪ Compare solutions against each other Tip: Users’ needs should drive the specifications for new technology Tip: Software specifications are usually more important than hardware specifications, and should be developed first 2 20 Fall 21-22 11/18/202  11/18/2022 21 Step 9: Make a Build-Versus-Buy Decision (1-2) Should the new technology or solution be built or purchased? Build-versus-buy decision: – A decision to build a custom solution or purchase an off-the-shelf solution – Applies primarily to software (but can also apply to hardware, software, services, or complete systems) Turnkey system: an integrated packaged solution that provides hardware, software, and support services from a single vendor 2 21 Fall 21-22 11/18/202  11/18/2022 22 Step 9: Make a Build-Versus-Buy Decision (2-2) Advantages of building versus buying a solution 2 22 Fall 21-22 11/18/202  11/18/2022 23 1. In the ____ of a user needs assessment, analysts create a model of the proposed system and decide how the new system will be obtained. A. Preparation phase B. Investigation phaseC. decision phase Answer: C 2. (True/False) A turnkey system is a custom solution for software and services. Answer: False 3. A(n) ____ study is an investigation into the economic, operational, technical, and timeline constraints that will impact a user needs analysis and assessment project. Answer: feasibility 4. _____ are the participants in an end-user needs analysis and assessment project who might gain or lose from its success or failure. Answer: Stakeholders 5. A(n) ____ analysis is a tool to help identify the costs and the corresponding benefits of a proposed solution. Answer: cost-benefit 2 23 Fall 21-22 11/18/202  11/18/2022 24 Lecture Outline Basic strategies for performing end-user needs analysis and assessment Steps analysts undertake to analyze and assess a user’s needs Common tools used to conduct a user needs assessment project Tasks in managing a user needs assessment project Project management software tools 2 24 Fall 21-22 11/18/202  11/18/2022 25 Needs Analysis and Assessment Tools Assessment tool used in Analysis 1. Project charter 2. Cost-benefit analysis and Payback (Feasibility study) 3. Data-collection instruments 4. Charts and diagrams 5. Prototyping software 6. Project management software 2 25 Fall 21-22 11/18/202  11/18/2022 26 1. Project Charter (1-3) All stakeholders should understand basic information about a needs analysis and assessment project. One way to ensure a common understanding is to develop a project charter Project charter: a short narrative statement that describes the objectives, scope, methods, participants, deliverables, timeline, and defines project success – Provides a high-level overview of a project – Promotes a common understanding among all stakeholders – What are the deliverables ? Deliverables: are the end result of a needs analysis project – Analysis of alternatives – Feasibility report – Recommendations – Build-versus-buy decision 2 26 Fall 21-22 11/18/202  11/18/2022 27 Project Charter (2-3) The project charter addresses: 1. What are the objectives of the project? What will be achieved? 2. What is the scope? What is excluded? 3. Which methods will achieve the project goals? 4. Who are the key participants (Stakeholders) ? What are their roles? 5. What are the project deliverables? 6. What are the major project steps? 7. What is the project timeline? Significant milestones? 8. How will success be measured? 2 27 Fall 21-22 11/18/202  11/18/2022 28 Project Charter (3-3) Project charter template 2 28 Fall 21-22 11/18/202  11/18/2022 29 2.Cost-Benefit Analysis (1-2) Cost-benefit analysis: a tool to help identify the costs and corresponding benefits of a proposed solution – Compares and weighs the benefits of each alternative solution to the costs of each alternative – Format: side-by-side comparison (balance sheet) – Helps an analyst compare alternative solutions 2 29 Fall 21-22 11/18/202  11/18/2022 30 2. Cost-Benefit Analysis (2-2) Categories of costs: – Acquisition costs: initial costs to build or buy technology – Operating costs: ongoing, continuing costs to operate technology Categories of benefits: – Tangible benefits: benefits that are relatively easy to quantify ▪ Reduced expenses ▪ Increased revenue opportunities – Intangible benefits: expected results from a project that are difficult to quantify or measure 2 30 Fall 21-22 11/18/202  11/18/2022 31 Example of Cost-Benefit (1-3) 2 31 Fall 21-22 11/18/202  11/18/2022 32 Example of Cost-Benefit (2-3) 2 32 Fall 21-22 11/18/202  11/18/2022 33 Example of Cost-Benefit (3-3) 2 33 Fall 21-22 11/18/202  11/18/2022 34 Cost/Benefit Payback Payback period: the amount of time (number of months or years) required to recover the original cash investment – Example 1: a $1,000 investment in new software will result in more than $1,000 worth of benefits (cost savings) in the first six months The payback period is short-term (less than 1 year) – Example 2: a $12,000 investment in a web server and software is estimated to result in $5,000 of new business each year The payback period is about 2.4 years 2 34 Fall 21-22 11/18/202  11/18/2022 35 3.Data-Collection Instruments (1-8) Several steps in the needs analysis process depend on analysts’ abilities to collect relevant information. When analysts gather information, they often use sources such 1. Input forms 2. Output forms 3. Procedure documentation 4. Operating or problem logs 5. Interviews and questionnaires 6. Direct observation 2 35 Fall 21-22 11/18/202  11/18/2022 36 3.Data-Collection Instruments (2-8) 1. Input form or source document: is any document used to collect information about a business transaction. – Ex: ▪ Payroll timecards ▪ Problem log Input form for copy shop ▪ Membership application ▪ Expense account record 2 36 Fall 21-22 11/18/202  11/18/2022 37 3.Data-Collection Instruments (3-8) 2. Output forms: documents that contain the results of a business transaction or process Examples: – Grocery store sales receipt – Paycheck stub – Grade report – Stock brokerage monthly summary 2 37 Fall 21-22 11/18/202  11/18/2022 38 3.Data-Collection Instruments (4-8) Example of SOP 3. Procedure documentation: written instructions about how to perform a business transaction or handle a routine business process – Often used to train new workers or answer frequently asked questions about transaction processing procedures Examples: – Manual on how to process orders in a copy shop – Operations manual in a bank or credit union – Instructions for installing client software on a networked PC 2 38 Fall 21-22 11/18/202  11/18/2022 39 3.Data-Collection Instruments (5-8) 4. Operation or Problem Log: a list of events or activities recorded in the sequence the events occur – Routine, periodic event information – Unusual events, errors, problems, complaints Examples: – Log of inventory shortages in Shipping and Receiving – Log of problems encountered with a new software package – Log of computer system boot up events and errors Example of Issue log 2 39 Fall 21-22 11/18/202  11/18/2022 40 3.Data-Collection Instruments (6-8) 5. Interviews and Questionnaires Used to collect relevant information from users – Information about the work they do – How an existing or proposed technology might affect their work Examples: – Interview about user satisfaction with technology support services – Questionnaire about user likes and dislikes regarding the current software package 2 40 Fall 21-22 11/18/202  11/18/2022 41 5. Interviews and Questionnaires (7-8) Interviews vs. Questionnaires what, how they different ? Interview: A conversation in which you and an employer exchange information – Advantage: ▪ Can probe to learn details of issues that are of special interest – Disadvantage: ▪ Takes more analyst time than a questionnaire Questionnaire: A list of questions or items used to gather data from respondents – Advantage: ▪ Ability to survey a larger group of users at a lower cost – Disadvantage: ▪ Difficult to phrase unambiguous questions Alternative: – Focus group: an interview with a small group of selected users who represent a large user group 2 41 Fall 21-22 11/18/202  11/18/2022 42 6. Direct Observation (8-8) 6. Direct observation involves watching users work – Powerful method of data collection: ▪ When other forms of data collection aren’t possible ▪ To supplement other forms of data collection Plan sufficient time for observation Take notes on: – What users do – Their sequence of tasks – Tools and strategies users use – With whom users interact – Where users store information – Problems users encounter 2 42 Fall 21-22 11/18/202  11/18/2022 43 4. Charts and Diagrams (1-4) Used to show: – The flow of information in an organization – Relationships between workers – Parts of an information system or network devices – Workflow among employees ▪ How information travels Often easier to read and understand than a lengthy, technical narrative 2 43 Fall 21-22 11/18/202  11/18/2022 44 4. Charts and Diagrams (2-4) Types of Charts Used in Needs Analysis 1. Flowchart: a schematic diagram that uses symbols to represent the parts of a system or the steps in a procedure – Rectangular boxes: departments in a company, nodes on a network, processing steps a worker performs – Diamonds: decision points or Yes/No questions – Lines: relationships between parts or a sequence of processing steps 2 44 Fall 21-22 11/18/202  11/18/2022 45 4. Charts and Diagrams (3-4) 2 45 Fall 21-22 11/18/202  11/18/2022 46 5. Charts and Diagrams (4-4) 2. I-P-O chart: a diagram that represents input, processing, and output steps to perform a task Answers three fundamental questions about a procedure: – Input: What information do I need to perform a task? – Processing: What tasks do I perform to process or transform the information? – Output: What results are produced when I am finished? I-P-O chart to prepare a stock portfolio report 2 46 Fall 21-22 11/18/202  11/18/2022 47 5. Prototyping Software Prototype: a working model a support analyst builds to let users experience and evaluate how the completed software of a project will eventually work – Advantages: ▪ Quick and cost-effective to build (compared to the finished product) ▪ Easy to make changes suggested by users – Limitations: Usually operates slowly or has limited capacity for data storage Example: – Use Microsoft Access to design a data entry form for help desk problem incidents 2 47 Fall 21-22 11/18/202  11/18/2022 48 6. Managing a User Support Project Help desk agents normally perform primarily routine operational tasks Special project: a support task that does not occur regularly Characteristics of special projects: – Steps and procedures not well defined – Usually take longer to accomplish – Often more complex than routine support tasks Ex: – Performing a user needs assessment project involving upgrading an organization’s technology – Selecting and installing a new server or enterprise- application – Developing or updating an organization’s technology – Planning and implementing a new training program – Selecting and implementing an automated help desk management system 2 48 Fall 21-22 11/18/202  11/18/2022 49 Lecture Outline Basic strategies for performing end-user needs analysis and assessment Steps analysts undertake to analyze and assess a user’s needs Common tools used to conduct a user needs assessment project Tasks in managing a user needs assessment project Project management software tools 2 49 Fall 21-22 11/18/202  11/18/2022 50 Project Management Steps (1-8) Project management: is a detailed, step-by-step work plan and process to reach a specific goal Steps: 1. Project definition 2. Project planning 3. Project implementation 4. Project monitoring 5. Project termination (closure) 2 50 Fall 21-22 11/18/202  11/18/2022 51 Project Management Steps (2-8) 1. Project definition: defines the project scope ▪ Goal(s) (objectives, outcomes) ▪ Tentative calendar (timelines, due dates) ▪ Tentative budget (estimates) ▪ Participants (stakeholders) ▪ Project manager (leadership role) Project goal: a specific, measurable result (deliverable) that is the ultimate target or outcome. 2 51 Fall 21-22 11/18/202  11/18/2022 52 Project Management Steps (3-8) Step 2: Project Planning Project plan: a document that describes the project tasks, resources, timeline, and costs Project task: a specific action or objective that must be performed to reach the goal Purpose: – Divide a large project into smaller tasks – Estimate a time for each task – Identify available resources and costs – Assign resources to tasks Typical questions answered in a project plan: – Which tasks will be accomplished? – What is the sequence of tasks? – Who will perform each task? – How long will each task take? – What resources will each task require? 2 52 Fall 21-22 11/18/202  11/18/2022 53 Project Management Steps (4-8) Analysis of Project Risk Factors: Identify and evaluate problems that can arise during the life of a project Common risk factors: – Poor initial estimates of schedule, costs, resources – Unanticipated events: ▪ Illness ▪ Lack of skills needed ▪ Equipment problems ▪ Conflicts among participants Tip: Time and budget estimates should fall between the minimum, best-case scenario and the maximum, worst-case scenario 2 53 Fall 21-22 11/18/202  11/18/2022 54 Project Management Steps (5-8) Step 3: Project Implementation Project implementation: Work proceeds on each task or objective according to the task assignments and schedule in the project plan The project manager’s focus shifts – From planning – To coordination – To resolving problems and conflicts 2 54 Fall 21-22 11/18/202  11/18/2022 55 Project Management Steps (6-8) Project Implementation (continue) Project Implementation Strategies 1. Direct conversion ▪ Terminate existing technology when new solution becomes operational 2. Parallel conversion ▪ Operate both old and new technology to increase confidence in new solution 3. Phased implementation ▪ Workload is removed from existing technology in stages as new solution can process tasks 4. Pilot project ▪ New technology is implemented in a few selected situations to gain confidence before enterprise-wide implementation 2 55 Fall 21-22 11/18/202  11/18/2022 56 Project Management Steps (7-8) Step 4: Project Monitoring: involves ongoing assessment of project tasks to determine: – How much work has been accomplished so far? – How much remains to be done? – How should staff or other resources be reallocated? – How will changes in tasks impact the project completion date? Tips: 1. Adding more staff to a task or a project doesn’t necessarily get it done faster (or better) 2.Changes to a project during implementation are another risk factor Scope creep: the tendency for a project to grow or change in unexpected ways – Time (missed deadlines) – Resources (needs additional staff, equipment) – Costs (exceeds budget) Tool for dealing with scope creep: – Change management procedures: analyze and approve “change orders” and communicate to stakeholders about the impact of modifications 2 56 Fall 21-22 11/18/202  11/18/2022 57 Project Management Steps (8-8) 5. Project closure: is the final step during which: – Completion is communicated to stakeholders – The final project report is prepared – Performance of the project and participants is evaluated Key questions to answer: – What did we learn from this project that will help manage future projects? – How well did the project team members function? 2 57 Fall 21-22 11/18/202  11/18/2022 58 Lecture Outline Basic strategies for performing end-user needs analysis and assessment Steps analysts undertake to analyze and assess a user’s needs Common tools used to conduct a user needs assessment project Tasks in managing a user needs assessment project Project management software tools 2 58 Fall 21-22 11/18/202  11/18/2022 59 Project Management Tools Project management software tools: – Microsoft Project Professional 2019 – KIDASA Software’s Milestones Simplicity – Open source tool: ]project-open[ Gantt chart: a project planning tool that displays basic information about each project task as a horizontal bar on a timeline – Predecessor task: an activity that must be completed before another task can begin – “What if“ analysis: Question “what if additional support staff is added to this training project?” “Could we shorten the project timeline Critical path: a sequence of project tasks that must be completed on time to meet a project’s completion date 2 59 Fall 21-22 11/18/202  11/18/2022 60 Example Project Plan and Gantt chart 2 60 Fall 21-22 11/18/202  61 1. In a _____, both old and new systems are run for a period of time to be certain the new system is working correctly. A. Direct conversion B. Parallel conversion C. Pilot project D. Phased implementation Answer: B 2. (True/False) Scope creep is the tendency for a project to grow or change in unexpected ways, which increases the time frame, resources, and cost required to complete the project. Answer: True 3. A(n) ____ chart is a diagramming tool that represents the input, processing, and output steps required to perform a task. Answer: I-P-O 4. A project’s ____ factors are the unexpected problems that could arise during the life of a project. Answer: risk 5. A(n) _____ is the sequence of project tasks that must be completed on time to meet the project’s completion deadline. Answer: critical path 2 61 Fall 21-22 11/18/202  11/18/2022 62 Chapter Summary (1-3) A needs assessment project is a sequence of steps designed to obtain relevant information from end users and help them make an informed decision about technology purchases or processing procedures Major steps in the needs analysis and assessment process: – Preparation phase 1. Understand a project’s goals 2. Understand the decision criteria and constraints 3. Define the problem clearly 4. Identify the roles of stakeholders 5. Identify sources of information – Investigation phase 6. Develop an understanding of the existing technology 7. Investigate alternatives to the existing technology 8. Develop a model of the proposed solution 9. Make a build-versus-buy decision 2 62 Fall 21-22 11/18/202  11/18/2022 63 Chapter Summary (2-3) Major steps in the needs analysis and assessment process: – Preparation phase 1. Understand a project’s goals 2. Understand the decision criteria and constraints 3. Define the problem clearly 4. Identify the roles of stakeholders 5. Identify sources of information – Investigation phase 6. Develop an understanding of the existing technology 7. Investigate alternatives to the existing technology – Decision Phase 8. Develop a model of the proposed solution 9. Make a build-versus-buy decision 2 63 Fall 21-22 11/18/202  11/18/2022 64 Chapter Summary (3-3) User support analysts use a variety of tools as information acquisition and decision aids in a needs analysis project: – Project charters – Cost-benefits analysis – Input and output forms – Procedure documentation – Operating or problem logs – Interviews and questionnaires – Direct observation – Charts and diagrams – Prototyping software – Project management software 2 64 Fall 21-22 11/18/202