Elicitation Techniques and Success of Software

Elicitation Techniques and Success of Software

Kausar Parveen Computer ScienceDepartment Lahore Garrison University,

Phase 6,DHA,LahoreCantt.

Abstract – Success or failure of any system is determined by the end users.Usability of systems for theend user decides whether software will be success or not.Usability is totally dependent on the users requirements and theserequirements are gathered from the users by elicitation techniques. The elicitationstechniques are base of any system development and different methods are in useto gather requirement from users to enhance the quality of the software, which in turn make it a success in software engineering. Thats why requirement gathering process is very important in software development and it needs great attention of the developer.

In this paper, we will compare methodologies of elicitation techniques of software engineering and human computer interaction ,causes of system failure from end user point of view.

Keywords: requirements, elicitation, techniques, approaches, stakeholder, source requirements, human computer interaction, software engineering.

1 INTRODUCTION AND HISTORY

1. User Requirement and Success of the System Success means user satisfaction and it is the main factor for the comparison of the software quality. Elicitation techniques are in practice for gathering user requirement in softwareengineering. Requirements elicitation is most critical and important activity in the RE process. In SDLC the right requirements is supposed to be vital but difficult part of software development projects. Hofmann and Lehner study of requirement engineering (RE) results show that success of any project is dependent on RE practices. Elicitation techniques is the root level of gathering information from the user in software engineering(SE) diverse people of different knowledge should work for system development for better understanding and for requirements of problem. It is obvious from failure of different software elicitation must be effective. As designs and behavior vary from one organization to other organization and from one human to another, therefore problem in understanding requirement arises. In recent years human computer interaction(HCI) is being in use for designing the softwares, including design for web[1], design for games[2], interaction safety critical system[3], HCI design pattern are helping UI to get improved productivity and efficient design processes .To get a well- organized and useful software[4] one should clearly understand problem area and analyze which technique can be used to solve such problem[5] .

   To understand problem of the system and software engineers and HCI designers should work together to evolve user requirements. As the elicitation is a difficult process[6] therefore software engineers should study it very technically.

   Success of software depends on different factors like

   1. How much software fulfills user requirement.

   2. How well software satisfies the user tasks flow.

   3. How well user requirements meet response of software.

   4. How quickly a task for software response.

   5. How simple is the software for the use for the user.

      HCI designers can build best software by involving user of system. HCI i helps tomake software easy for user and error free [7].Importance of HCI can be seen from its usability point of view in any software.

      1. Usability from user point of view identifies that required tasks are accomplished in software or not.

      2. Usability from developer point of view calculates success or failure of software.

      3. Usability from the view of management determines the software required performance level for the user.

      This way, HCI can view efforts cost, success or failure of the software.

2. Problem Statement

   HCI focus in developing easysoftware for the users to make software a success. Thats why SE studies the elicitation technique from SE point of view as well as user perspective. Problems in system development are result of communication difficulties.

   As IT is developing rapidly software industry should make user friendly software, in this way they can achieve good position in market otherwise it will be complete failure and you will be out of the industry.

3. Objectives

   HCI is study of practice of usability [8]. Objective of this work is to identify

   1. Elicitation technique

   2. E.T Advantages & disadvantages

   3. E.T in S.W engineering

   4. ET in HCI

   5. Difference between SE And HCI

   6. Proposing framework for HCI usability metrics

   In this way we can set standards for usability thus improving the methods for measuring usability.

4. Scope and Limitations

   As todays world has become very fast and innovative, management need to look deeply about its product quality and customer needs. Developers should know about market trends plus they must aware about the fact that in todays market the only constant thing in market requirement is the change and this changes give satisfaction to the customer. To get this target they need to know well user needs in the new product and a product should be user friendly so that a user can use it as he wants and this is also the goal of HCI. This is the reason that usability is the core term in HCI. Proposed paper will be about providing some guideline for usability measure that can help for future work. Ill look for different education web domains and will identify their impact on already defined usability guidelines and standards according the users requirements. There are lots of different web domains exits where usability measures are very important to count on; in proposed paper analysis will be done by taking 4 different web domains for comparison about their impact.

1. ELICITATION TECHNIQUES IN SOFTWARE ENGINEERING

   1. Causes of the Failure

      In this research paper we will see success and failure of the system from the users point of view. If systems are not user friendly then the systems will be great failure. Why a system cannot be a user friendly .It totally depends on the first step of the system development that is from requirement gathering. Requirement System can fail because of [9] five reasons.

      1. Not properly managed resources and people.

      2. Process is not systematic.

      3. Documentation is not complete or appropriate or not correct.

      4. Lack of proper knowledge or understanding between people.

      5. Lack of proper communication between people.

      According to the above reasons incomplete documentation and lack of communication leads to failure of a system. According to Macaulay [10] communication is the main reason in designing a successful system.

   2. Elicitation Difficulties

      According to literature study the main elicitation difficulties are divided into three areas[11][12].

      1. Articulation: The way in which information is expressed [13].

      2. Misunderstanding: divided interpretations on the same piece of information.

      3. Conflict: multiple points of views.

      These communication aspects influence each other and leads to poor requirement gathering.

      System developers should develop user friendly programs. Different researches have shown that user friendly systems are getting market while others are vanishing by the time.

   3. Users Satisfaction Requirements

      Acording to the Customer Satisfaction Researches Report 2013 by The American Customer Satisfaction Index (ACSI).Each year, 70,000 customers are surveyed by ACSI about the products and services they use the most in UnitedStates. According to this report sale of Apple company products increase due to the user friendly behavior [14].According to a Novatech survey innocent computers are beaten by users to take their frustration out on their machines.[15]

      When user feels helpless while using software they become frustrated and thats why they beat the machines. The research by the National Opinion Poll and the software company Symantec, found that half of computer users had become angry at some time. Almost a third of people had physically attacked a computer, 67% experienced frustration andanger and more than 70% swore at their machines[16].Therefore users satisfaction is very important while making a system.

   4. Reasons of Popularity

      According to the above report it is clear that satisfaction is because of user friendly programs only those companies are gaining market which are considering user requirement and user minds the way a user think is very important while designing a product. The study of user mind starts from very initial state of software engineering that is from requirement elicitation.

   5. Elicitation Techniques(ET)

      Basically uncovering user needs from the stakeholder is known as elicitation. It is the process for the requirement gathering. The RE process is a set of activities for the collaboration,communication,prioritization relevant to the user.

   6. ET and the application Domain

      Application domain is the actually that real world in which the system will ultimately reside. When one is beginning the process of requirement elicitation one should examine the application domain [17].The application domain environment should be explored thoroughly by examining all its aspect politically, socially and other constraints related to the system. The related problems of existing work and related processes should be explained according to the goals and issues of the business.

   7. Understanding the Requirements Sources Requirements exist in variety of formats [18]. In software development projects there are a number of sources for requirements. Stakeholder, Users and subject matter experts are the main source of information about the problems and user needs. Other sources are existing systems and its processes. Manuals, forms, and reports of existing documentation can provide useful information of current system as well as requirements for the new system.

   8. RE Stakeholders

      The people who are affected in some way by the development and implementation of the system are the stakeholder of the system and they must be consulted while software development. Stakeholder of the system consists of individuals and groups of people that can be inside or outside of the organization. The customer, project sponsor, is the apparent stakeholder of the system. In some cases however the actual users of the system may be the most important.

      Relevant stakeholders: The stakeholders that are affected by some part of the system operationsare known as stakeholders if affected. In RE first steps is to analyze the entire relevant stakeholder and involve them in RE activity.

   9. Methodology for the Application of Elicitation

      While elicitation a problem it is found that an individual requirements elicitation technique cannot be suitable for all projects. It is a critical procedure to choose a elicitation technique fora project [19]. A variety of techniques can be used for variety of reasons in particular project [20]. It may be

      1. Analyst best practice technique.

      2. Analysts favorite elicitation technique.

      3. Elicitation technique choice is solely analyst choice, he choose such techniques which he thinks can be the best suited technique for the problem.

   10. Process of ElicitationStarts

       Elicitation begins when sources of requirements and the specific stakeholders have been identified by using the selected elicitation techniques. In this process scope for the system is establish needs of the stakeholder are established and the future needs should also be determined. The factors of the major objectives of the systems which satisfy the key problems of the business are also determined. Requirements elicitation process is strongly related to the objective of the project, organization, and environment [21].

       Actually project start with mission statement which is informal and in complete high-level mission statement for the project [22].To make RE a success a number of process models have been proposed for it[23].These models leads to a generic roadmap of the process with flexibility to

       comfort the basic contextual differences of different projects..

   11. Requirements Elicitation Techniques in SE

       TYPE Definition	Strengths and weaknesses
       Interviews	It is also a common problem
       Interviews are	with unstructured
       essentially human	interviews to focus in too
       based social activities,	much detail on some areas,
       they are inherently	and not enough in others
       informal and their	[26]. This type of interview
       effectiveness depends	is best applied for
       greatly on the quality	exploration when there is a
       of interaction between	limited understanding of the
       the participants[ 25]	domain, or as a precursor to
       	more focused and detailed
       	structured interviews.
       	Questionnaires lack the
       Questionnaires	opportunity to develop
       They provide an	further on a topic, or expand
       efficient way to collect	on new ideas. In the same
       information from	way they provide no
       multiple stakeholders	mechanism for the
       quickly [27].	participants to request
       	clarification or correct
       	misunderstandings
       Task Analysis
       Task analysis employs	Task analysis provides
       a top-down approach	information on the
       where high- level tasks	interactions of both the user
       are decomposed into	and the system with respect
       subtasks and	to the tasks as well as a
       eventually detailed	contextual description of the
       sequences until all	activities that take place.
       actions and events are
       described [28]
       Domain Analysis	Problem Frames in
       These types of	particular provide a method
       investigations are	for detailed problems
       particularly important	examination in order to
       when the project	identify patterns that could
       involves the	provide links to potential
       replacement or	solutions [29].
       enhancement of an
       existing legacy ystem
       Introspection
       The technique of	Introspection is only really
       introspection requires	effective when the analyst is
       the analyst to develop	not only very familiar with
       requirements based on	the domain and goals of the
       what he or she believes	system, but also expert in
       the users and other	the business processes

       From last two decades research and practice within RE in SDLC for software systems has been directed towards improving elicitation through the development of various techniques, approaches, and tools. These methods are adapted from social sciences a few have been developed for eliciting software requirements [24].

       stakeholders want and need from the system	performed by the users
       Repertory Grids
       Repertory grids
       involve asking
       stakeholders to	Repertory grids are
       develop attributes and	somewhat limited in their
       assign values to a set	ability to express specific
       of domain entities	characteristics of complex
       [30].	requirements
       	In this technique cards are
       Card Sorting	used to assign
       Card sorting requires	responsibilities to users and
       the stakeholders to sort	components of the system
       a series of cards	[31]. Because entities
       containing the names	represent such a high level
       of domain entities into	of system abstraction, the
       groups according to	information obtained from
       their own	this technique is limited in
       understanding.	its detail
       Laddering
       When using laddering
       stakeholders are asked
       a series of short
       prompting questions,	Like card sorting, laddering
       known as probes, and	is mainly used as a way to
       required to arrange the	clarify requirements and
       resultant answers into	categorize domain entities.
       an organized structure
       [32].
       Group Work
       Group work such as
       collaborative meetings	Key factors in the success
       is a very common and	of group work are the
       often default technique	makeup of participants and
       for requirements	the cohesion within the
       elicitation.	group.
       Brainstorming
       Brainstorming is a
       process where
       participants from
       different stakeholder	One of the advantages in
       groups engage in	using brainstorming is that
       informal discussion to	it promotes freethinking and
       rapidly generate as	expression, and allows the
       many ideas as possible	discovery of new and
       without focusing on	innovative solutions to
       any one in particular[	existing problems.
       33].
       JAD	The focus of this type of
       JAD involves all the	meeting tends to often be on
       available stakeholders	the needs and desires of the
       investigating through	business and users rather
       general discussion	than technical issues.
       both the problems to

       be solved, and the available solutions to those problems. With all parties represented, decisions can be made rapidly and issues resolved quickly[ 34]
       Requirements
       Workshops
       Requirements
       workshop is a generic	Different types of stake-
       term given to a number	holders from various areas
       of different types of	of the business, Co –
       group meetings where	operative Requirements
       the emphasis is on	Capture (CRC) where like
       developing and	JAD there is a defined set of
       discovering	activities and the
       requirements for a	development community is
       software system [35].	especially involved.
       Ethnography
       Ethnography being the
       study of people in their
       natural setting involves	In practice, ethnography is
       the analyst actively or	particularly effective when
       passively participating	the need for a new system is
       in the normal activities	a result of existing problems
       of the users over an	with processes and
       extended period of	procedures, and in
       time whilst collecting	identifying social patterns
       information on the	and complex relationships
       operations being	between human
       performed [ 36].	stakeholders.
       Observation
       As the name suggests	The effectiveness of
       the analyst observes	observation and other
       the actual execution of	ethnographic techniques can
       existing processes by	vary as users have a
       the users without direct	tendency to adjust the way
       interference.	they perform tasks when
       	knowingly being watched.
       Protocol Analysis:
       Protocol analysis is
       where participants
       perform an activity or
       task whilst talking it	This technique can provide
       through aloud,	the analyst with specific
       describing the actions	information on and rationale
       being conducted and	for the processes the target
       the thought process	system must support.
       behind them.
       Apprenticing
       In this technique the
       analyst is taught the
       operations and
       business processes by
       observing, asking	The analyst becomes
       questions, and	actively involved in the real
       physically doing,	life activities of the
       rather than being	business.
       informed of them, as is

       the case with protocol analysis
       Prototyping It is common that prototypes are used in conjunction with other elicitation techniques such as interviews and JAD.	This technique is extremely helpful when developing new systems for entirely new applications.
       Goal Based
       Approaches
       The fundamental
       premise of goal
       modeling and goal
       based approaches is	In practice these approaches
       that high-level goals	have been particularly
       that represent	useful in situations where
       objectives for the	only the high-level needs
       system are	for the system are well
       decomposed into sub	known, and there exists a
       goals and then further	general lack of
       refined in such a way	understanding about the
       that individual	specific details of the
       requirements are	problems to be solved and
       elicited.	their possible solutions.

       Table 1:2.1: Elicitation Techniques in SE

2. ELICITATION TECHNIQUES IN HUMAN COMPUTER INTERACTION

3.1 Human Computer Interaction(HCI)

In the past elicitation techniques were as above in the table

2.1 but today the above mentioned causes of failure and success are leading software engineers to new world of HCI.First we should know about the HCI[37].

Human-Computer Interaction is the study of interaction between human and computer and one of the key aspects of the study is usability. As Usability determines the quality of the software therefore it is very important in SE. If it applied correctly, then it reduces cost and increases the level of quality. From given definition of HCI we can divide it into three parts: Human (as user), computer and interaction.

1. User: "User", terms define a single user, or a group of users. Different users from different mental model have different ways to learn and remember things.

2. Computer: Computer here we mean appliances which use information technology which includes range from desktop and large scale computers to digital microwave oven.

3. Interaction: As humans and machines entirely different from each other but HCI tries to ensure that they both can interact successfully with each other. To get usable system you need to use the knowledge you are familiar about humans and computers, and seek suggestion from expected users throughout the design process.

   The goal of HCI is to produce safe, usable systems, and reliable functional systems.

1. HCI and SE are Entirely Different Fields HCI Integration in SE

   Usability is the subset of HCI and our main focus. It is undeniable that there were attempts where HCI has been suggested to be included into the SDLC visibly such as the requirements phase [38, 39] or at the design phase

   .However, as it has been previously mentioned before,

   Barriers in Combining Difference between HCI and SE

   HCI is entirely different field from SE .There were several barriers in combining these two Fields

   	HCI	SE
   Differen	HCI focuses	SE is text based.
   ces in	on the visual
   requirem	aspect when it
   ents	comes to
   represent	requirements
   ation.	interpretation.
   Differen	Scenario in	Scenario in SE means
   ces in	HCI means	how the system will
   terminol	story telling or	be used and interacts
   ogies.	narration.	among each other
   Differen	Tests at every	SE has its own
   ces in	software	independent stage for
   testing.	development	testing.
   	life cycle
   	stages.

   Table 3.1Barriers in Combining Difference between HCI and SE

   Therefore we can say that HCI is different from SE.

   1. Why HCI is better than SE programming. The software crisis intensified interest in programming as a human activity. It heightened the need for more research in HCI and programmers based on Human psychology factor. Programming became recognized as an area of psychology involving problem solving and symbol manipulation in HCI.

1. Elicitation techniques in HCI

   How can we make successful software programs by using HCI is a very important question. Elicitation techniques are similar to software engineering techniques but the way of observing techniques is entirely different. SE Techniques are also part of HCI Techniques

   1. Following Techniques and Approaches for Requirements Elicitation are in use of HCI

      1. Interviews

      2. Questionnaires

      3. Task Analysis

      4. Domain Analysis

      5. Introspection

      6. Repertory Grids

      7. Card Sorting

      8. Laddering

      9. Group Work

      10. Brainstorming

      11. Joint Application Development

      12. Requirements Workshops

      13. Ethnography

      14. Observation

      15. Protocol Analysis

      16. Apprenticing

      17. Prototyping

      18. Goal Based Approaches

      19. Scenarios

      20. Viewpoints

   2. New Techniques Introduced in HCI Following new techniques are in use of HCI are [40]

      1. Cognitive Walkthroughs:

         To determine the level of usability for a website, one or more usability experts walk through a set of the most typical user tasks supported by the website, one-step-at-a- time.

      2. Contextual Task Analysis

         A contextual task analysis, or contextual inquiry, is a user research method that applies ethnographic observation and one-on-one interviewing to understand the task procedures that users follow to reach their goals.

      3. Facilitated BrainstormingMost people have heard of brainstorming, and probably been involved in some type of brainstorming exercise; however, facilitated brainstorming is much different than simply gathering in a small group and sharing ideas.

      4. Heuristic Evaluation

         A Heuristic Evaluation, or Usability Audit, is an evaluation of an interface by one or more Human Factors expets.

      5. Participatory Design

      Participatory design exercises engage stakeholders and end users in the process of solving a design problem.

      6 Usability Testing

      Usability testing is the best way to understand how real users experience your website or application. Unlike interviews or focus groups that attempt to get users to accurately self-report their own behavior or preferences, a well-designed user test measures actual performance on mission-critical tasks.

      1. Quality Assurance Testing

         From our perspective, quality assurance is a subset of the overall usability goalafter all, a website isnt usable if it isnt working.

      2. HCI Design Approaches

      This may be applied to user interface designs to develop user-friendly, efficient, and intuitive user experiences for humans [49].

2. How HCI Elicitation is Different from SE Elicitation

   How HCI Elicitation is different from SE Elicitation?

   		HCI	SE
   Data		HCI is user-centric. ,	SE is not	user
   		not data-centric. It	centric, only data
   		involves users in the	centric.
   		entire process as
   		much as possible
   		and it focuses on the
   		visual aspect as well
   		[41].
   Differen		Highly	It does	not
   ces	in	interdisciplinary	involve	other
   terminol		draws on knowledge	disciplines.
   ogies.		from a multitude of
   		areas: art,
   		psychology,
   		technical writing,
   		computer science,
   		etc. [42].
   Differen		Highly iterative	SE has its own
   ces	in	involves as much	independent
   testing.		testing and revision	stage for testing.
   		as possible,
   		especially before
   		final implementation
   		[43].

   Table:3.4:Elicitation Techniques in SE

3. Usability

   Usability [44]is a measure of the interactive user experience associated with a user interface, such a website or software application in HCI. A user-friendly interface design is easy-to-learn, supports users tasks and goals efficiently and effectively, and is satisfying and engaging to use.

   An interfaces level of usability can be measured by inviting intended users of the system to participate in a usability testing session. During a usability test session, a user is given a series of tasks to complete by using the system in question, without any assistance from the researcher. The researcher records user behaviors, emotional reactions, and the users performance as the he attempts to accomplish each task. The researcher takes note of any moments of confusion or frustration that the user experienced while trying to complete a task, and also tracks whether or not the user was able to satisfactorily complete each task. Analysis of data from several users provides

   User Experience Engineers a means of recommending how and where to re-design the interface in order to improve its level of usability and thus, the user experience in general.

4. Success of the Software andUsability Metrics in HCI

   Success of software is entirely dependent on the maximum usability of the software. To measure the usability of a system different methods like GOMS (Goals, Operators, Methods, and Selection rules) is a kind of specialized human information processor model for human-computer interaction observation [47]. Following these initial steps, additional models for analysis evolved and are heavily used in the engineering-oriented usability community)is use to discover problems in the use of a system, preferably before it is released for the user. Unfortunately, it is more expensive to measure usability [48]

   Usability metrics let you do following important things:

   • Keep track of the Progress between releases according the objective of users obtained by elicitation technique.

   • It helps to look your competitive position in market with respect to your competitors and the objective which is gained by elicitation.

   • It helps in making a Stop/Go decision for you before launching the product.

   • Create some extra design plans for executives and design managers. For example you can create some extra special feature for development projects like how many customers support calls are generated this year[49].

   ISO standard defines usability as the extent to which a product can be used by specified users to achieve specified goals with effectiveness, efficiency, and satisfaction [49]. From this standard defined by ISO we classify usability measure into three subsections;

   1. Effectiveness.

   2. Efficiency.

   3. Satisfaction.

5. Usability in SE

   SE systems are designed with a focus on business goals, fancy features, and the technological capabilities of hardware or software tools. All of these approaches to system design omit the most important part of the process the end user.

6. Usability in HCI

   Usability is the process of designing a tool, such as a websites or applications user interface, from the perspective of how it will be understood and used by a

   human user. Rather than requiring users to adapt their attitudes and behaviors in order to learn and use a system, a system can be designed to support its intended users existing beliefs, attitudes, and behaviors as they relate to the tasks that the system is being designed to support. The result of employing UCD to a system design is a product that offers a more efficient, satisfying, and user-friendly experience for the user, which is likely to increase sales and customer loyalty.

7. Relation between Users Requirement and Usability

   User Experience Design (UXD) entails conducting user research exercises with intended users of a system. User research reveals users needs and preferences through user observations, one-on-one interviews, and creative activities that encourage users to express their emotions, motivations, and underlying concepts and beliefs about the steps involved in task procedures. By understanding the human emotions, motivations, and beliefs that surround a task, a user interface can be designed to accommodate and support user behaviors in a way that users will experience as natural and satisfying.

8. Success Factors in HCI and Usability

   HCI Success factors are totally dependent on requirement elicitation as they measure th usability. Usability standards can be categorized entirely on the requirement elicitation as it mainly concerned with:

   1. Use of the product (efficiency, effectiveness and satisfaction in a particular context of use).

   2. User interface and interaction.

   3. Product development process.

   4. Organization capability that how to apply user centered design.

1. Research Motivation and Website Literature Review

4.CONCLUSION

HCI core term is usability and it totally dependent on the user requirements .All flow of the system should meets user requirements. Success of the system in HCI is how to improve the usability of the interactive systems. Measuring quality of the system is the core part of the system which in turn leads the organizations success. The goals of HCI are to produce safe and usable systems as well functional systems. In other words goal of HCI is to produce computer systems with high quality software. From ISO standard we classify usability measure into three subsections; effectiveness, efficiency and satisfaction.

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