Human Computer Interaction essay by Ulysses Wheelock

Part 1: Comparison of two Interaction Design Models. I have elected to compare the Waterfall model and Spiral Model. The Waterfall model is credited to Winston W. Royce in an article he published in 1970, although he did not refer to it as "Waterfall" in the commentary (Royce 1970).

The Waterfall model is comprised of series of steps which include: gathering requirements; analysis; design; coding; testing and debugging; and acceptance. It is designed to be a simple one way process where one step must be completed and fully reviewed before the next can be undertaken. In this model the phases do not overlap and movement is from one phase to the following, with no opportunity to reverse the movement back to the previous stage.Advantages:• It is the easiest to implement since it is linear in nature. • Each phase is completed at a time and reviewed. • There is clear compartmentalization of work and control in the model.

Due to the compartmentalization, it is easier to set schedules and track implementation. • This model is the easiest to implement in the eyes of most of the mangers, due to its linear model. • Programmers are users. • The documentation and testing happens at the end of each phase, which helps in maintaining the quality of the project.Disadvantages: • It is document Centric which can make it difficult for the customer to understand. • It is not user centered.

• The project is not partitioned in phases in a flexible way. • Requirements that is inflexible.As the name suggests the spiral model is a design which provides flexibility to the model design and implementation. As the shape implies there is always a way to go back. While most of the documentation and fundaments are derived from the waterfall model, the major distinguishing feature of the spiral model is that it creates a risk-driven approach to the software process rather than a primarily document-driven or code-driven process (Boehm, May 1988.)Advantages:• The spiral model creates a risk-driven approach to the software process rather than a primarily document-driven or code-driven process.

• Determine the objectives, alternatives, and constraints on the new iteration. • Usage is appropriate for large-scale enterprise systems. • Its flexibility in response to the dynamic nature of the software industry and its sensitivity to the active nature of its changes and growth. • Responsive to risk at each stage of development and functionality in reacting to it.

Disadvantages:• Due to its multifaceted nature it can be difficult for customers to grasp. • Risk assessment can be demanding of both time and effort. • Unexpected risks can be challenging and risky.The major distinguishing feature of the spiral model from the waterfall is that it uses a risk-driven approach to the software process rather than a primarily document-driven or code-driven process. It incorporates many of the strengths of other models and resolves many of their difficulties as well.Part 2: Dashboard requirements.

As an associate in a business that provides a specialized phone service to commercial customers, I can see the need for a means to easily track response to the service calls that we receive from our customers. A dashboard designed to track the problems encountered by our clients would serve this purpose well. It could be used to track when the call for service was received, the nature of the problem, the actions taken, the outcome, final resolution and length of time required to resolve the errors.The primary users would be the associates who deal directly with the customers and are supported by the supervisory staff.

In addition to tracking actions taken, the dashboard would provide a means to determine the current status, length of time required to resolve system issues, the actions that had to be taken and the ultimate resolution of the service issues. In monitoring the actions of a user there are more that four items that would be tracked, but there are certain key items or actions that would need to be taken.These would include: • Has the user correctly determined the company and the representative they are in contact with and how to contact them if need be? • Has the nature of the problem been properly described? • What actions have been taken in an effort to resolve any problems that are appropriate? Both by the customer and initially by the company representative. • Is the user making an effort to reassure the customer that the problem will be resolved correctly and as quickly as possible?While there are a variety of additional items that may need to be tracked as part of an ongoing process to resolve any system issues that the customer may have, these are basically the core actions that need to be taken.

From this point the actions taken are based on the needs essential in resolving any remaining issues that the client is having or additional information needed to complete the required task. Collection of data is a broad task that can be done using a variety of methods. Any form that is filled in and returned is a source of data. This could be in the form of questionnaires, warranty cards and other forms that are filled in by the client and returned, corporate documentation, any technical manuals that are provided with the equipment.

After determining what data is needed, and then the process of selecting appropriate sources and methods can be made.