Callers' Objectives and Needs
Users of these systems also have goals—but those goals are usually different than those of the service provider. To design a system that is well received by the intended audience, it's necessary to understand the following.
The application need: Why will callers call? (E.g., because they don't have the ability to go to a branch of their bank in which to perform basic banking tasks during normal business hours, thus requiring off-hour service.)
The application objective: What will callers hope to accomplish with the system? (A basic banking application should allow a vast majority of callers the ability to perform all the tasks that they associate with basic banking, and perhaps more. However, systems that don't satisfy ...
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