Question

You are developing a second-generation custom order entry application for a particular customer. Explain and give examples of at least two types of problems that can arise if the customer is not involved in defining the new application, and their first use of the application is after it is completed.

Short answer

Lack of requirements clarity and usability issues may arise from not involving the customer.

Step-by-step solution

Identify the Lack of Requirements Clarity

When the customer is not involved in defining the application requirements, developers might miss important business processes and features that the customer needs. This can lead to a mismatch between what is developed and the actual needs. For example, the application might not include a critical order tracking feature that the customer's employees rely on daily.

Address Usability Issues

Without customer input during development, the application interface might not be user-friendly or intuitive. Employees might find it difficult to navigate or use the system efficiently. For instance, if shortcuts or frequently-used tasks are buried under multiple menus, this could frustrate users, reducing productivity.

Consider Integration Problems

Another problem could be the lack of integration with other existing systems that the customer uses, which the developers might not have been aware of. For example, the new application might need to pull data from the customer's CRM system, a necessity the developers overlooked.

Key concepts

Customer Involvement

Customer involvement is crucial in the software development process. Imagine building a house without asking the person living there what kind of home they want. That's what happens when customers aren't involved in software development. Without their guidance, developers might create a product that doesn't fit their needs.

• Improved Understanding: By involving customers, developers gain a deeper understanding of the customer's business processes and requirements.
• Continuous Feedback: Regularly asking for feedback throughout development ensures the project stays on track.
• Less Rework: Early detection of mismatched features or ideas prevents costly revisions later.

Getting customers involved early helps shape a product that truly meets their expectations. When customers communicate their needs effectively, the resulting software is more aligned with their goals and much more likely to succeed.

Requirements Gathering

Requirements gathering is like creating a blueprint for a building. It involves collecting all the information necessary to understand what the software should do. This step is essential for creating a functional and effective application.
A few common methods used in this phase include:

• Interviews: Direct conversations with stakeholders to understand their needs and expectations.
• Questionnaires: Written sets of questions distributed to potential users.
• Workshops: Interactive sessions to brainstorm and refine requirements.

For example, not having a proper requirement could lead to missing a crucial feature like order tracking, which is vital for the customer's operations. Successfully gathering requirements ensures all the pieces of the software puzzle fit together perfectly.

Usability Testing

Usability testing is all about ensuring the software is easy and pleasant to use. Even the most powerful application can fail if it's too difficult for users to navigate. By conducting usability tests, developers can observe real users interacting with the system and identify any frustrations or obstacles.
Key aspects of usability testing include:

• Ease of Learning: How quickly can a new user learn to use the system?
• Efficiency: Are users able to perform tasks swiftly?
• Memorability: Can users easily remember how to use the application after a break?
• Error Frequency and Severity: How often do users make mistakes, and how serious are they?
• Satisfaction: Do users enjoy using the software?

Neglecting usability testing can lead to an interface that users find confusing or frustrating, like having shortcuts hidden under several menus. Conducting these tests ensures that the final product is not only functional but also a joy to use.