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Requirements Engineering for Services
1.
Requirements Engineering for
Services New methods for incorporating experience requirements into sevice design
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
Redesign of banking
service interaction experiences
14.
SEB stage I:
Map the customer experience across the different service interfaces
15.
16.
Service interface relative
performance in the three dimensions analyzed © Lia Patrício
17.
Customer experience requirements
for different essential use cases © Lia Patrício Construct means (summated scales) in a 0-10 scale; ** statistically significant at p<0.01 Importance of CERs: 0 - not at all important; 10 – extremely important IB and BB satisfaction: 0 - totally unsatisfied; 10 – totally satisfied IB and BB usage: 0 – never use this service interface for this financial activity; 10 always use this service interface Importance given to CERs Current account Mortgage loan Mean difference usefulness 8.94 9.04 -0.10 efficiency 9.37 8.76 0.61** personal contact 8.07 9.10 -1.02** IB satisfaction 8.90 4.27 4.64** usage 8.85 3.27 5.59** BB satisfaction 6.11 7.92 -1.81** usage 2.51 8.19 -5.68**
18.
19.
SEB Stage II:
Service experience design at the Essential Use Case level
20.
Current account information
gathering
21.
Essential use case
and experience requirements for current account information © Lia Patrício Construct means (summated scales) in a 0-10 scale Importance of CERs: 0 - not at all important; 10 – extremely important IB and BB satisfaction: 0 - totally unsatisfied; 10 – totally satisfied IB and BB usage: 0 – never use this service interface for this financial activity; 10 always use this service interface Basic functional-requirements Customer Bank Intentions responsibilities Importance of experience requirements Service interface satisfaction and usage Request information of account balance Provide information of account balance 1.efficiency 9.4 2. usefulness 8.9 3. personal contact 8.1 IB satisfaction 8.9 IB usage 8.9 BB satisfaction 6.1 BB usage 2.5
22.
Goal-oriented analysis ©
Lia Patrício Branch Banking Satisfaction for current account information gathering Efficiency Usefulness P. Contact ! Current account information Internet Banking Specialized personnel Limited Opening hours Physical branch Internet access Self- service 24 hours service + - + + - - + softgoal or experience requirement goal or functional requirement
23.
Use case diagram
for multi-interface service design © Lia Patrício
24.
Mortgage loan application
25.
Essential use case
and experience requirements for mortgage loan application © Lia Patrício Construct means (summated scales) in a 0-10 scale Importance of CERs: 0 - not at all important; 10 – extremely important IB and BB satisfaction: 0 - totally unsatisfied; 10 – totally satisfied IB and BB usage: 0 – never use this service interface for this financial activity; 10 always use this service interface Basic functional-requirements Customer Bank Intentions responsibilities Importance of experience requirements Service interface satisfaction and usage Request loan Request formal and informal information about customer Provide information requested Analyze information Approve/reject loan Propose loan conditions (amount, price, term…) Accept/reject/negotiate loan conditions 1. personal contact 9.1 2. usefulness 9.0 3. efficiency 8.8 BB satisfaction 7.9 BB usage 8.2 IB satisfaction 4.3 IB usage 3.3
26.
© Lia Patrício
Efficiency Usefulness P. Contact Satisfaction with mortgage application ! Mortgage application Internet Banking by Branch Banking Account manager Specialized personnel Physical branch Internet access Self- service No personal advice + - - + + + + -
27.
SEB Stage III:
Service experience design at the Concrete Use Case level
28.
Current account information
gathering
29.
© Lia Patrício
30.
© Lia Patrício
31.
© Lia Patrício
32.
Mortgage loan application
33.
© Lia Patrício
34.
© Lia Patrício
35.
Stock trading
36.
© Lia Patrício
37.
© Lia Patrício
38.
© Lia Patrício
39.
© Lia Patrício
40.
© Lia Patrício
41.