--- Begin Message ---
- From: "Costello, Roger L." <costello@mitre.org>
- To: Ken Starks <ken@lampsacos.demon.co.uk>
- Date: Thu, 7 May 2009 11:53:05 -0400
Excellent! Thanks Ken.
You are saying that one thing needed by systems is a set of rules for customer satisfaction. These rules are derived from taking measurements on the system. Perhaps we need a Customer Satisfaction Markup Language (CSML)?
/Roger
-----Original Message-----
From: Ken Starks [mailto:ken@lampsacos.demon.co.uk]
Sent: Thursday, May 07, 2009 11:45 AM
To: Costello, Roger L.
Subject: Re: [xml-dev] Canonical set of rules for systems?
The main thing that is missing, to my way of thinking, is some sort of
overall quality metric for user-friendliness.
Informally stated, "Do the users come away from a session on the system
feeling happy?"
i.e. How shall we know - in six months time - that the system as a
whole is working nicely ? that its
users enjoy using it ?
For a web-based system, this can to a certain extent be measured by
recording mouse-clicks that
reveal false trails or early quitting by the users; or that measure how
they return to the site; or social-networking
recommendations, etc.
For other systems you might need to build-in some sort of feedback form,
trouble-ticket system, help line or
whatever, and take data from that for statistical analysis.
I am sure we have all used systems that work according to the designers'
sets of rules, but leave you
feeling ... well ... (Grr) .. angry. Last week, for example, I bought a
train ticket online, and the system
insisted on making me jump through a zillion hoops, and asked me a
zillion completely irrelevant
questions. And it made me go right back to the beginning when I decided
to take a single ticket rather
than a return ( ... Grr, Grr ! ).
Please make sure your canonical set of rules discourage that ! To do so
would certainly be part of
my design brief if I asked you to design a system for me.
Yours sincerely,
Ken.
Costello, Roger L. wrote:
> Hi Folks,
>
> When designing a system make explicit the rules of the system. These rules include:
>
> - rules that define the system's process/workflow
>
> - rules that define the data validity of documents routed through the system
>
> - rules that define the system's user interface
>
> - rules that define the relationship/taxonomy of the system's data
>
>
> What other rules are there in systems?
>
> Is there a canonical set of rules?
>
>
> Here's a start at a canonical set of rules for systems:
>
> 1. Process/workflow rules
>
> 2. Data validity rules
>
> 3. User interface rules
>
> 4. Data relationship rules
>
> What else?
>
> /Roger
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--- End Message ---
