Clients' Objectives
Service providers don't introduce costly new technology to their customers unless there will be significant benefit to both the provider of the service as well as the user of the service. A clear set of objectives ensures that the designer understands the goals that must be achieved. These goals include
| The business problem: | What is the underlying issue that the system should solve? (E.g., enable around-the-clock self-service to customers who have traditionally not had that option.) |
| The business objectives: | What measurable results should the system accomplish? (Reduce costs? Improve customer satisfaction? Increase revenue?) |
| The service: | What service should the system provide to callers? (E.g., allow the callers to perform all their ... |
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