The analysts begin new copies of forms 2,3 and 4 for this next action.
Using Form 2, the analysis looks like;
The analysts realize that the goals carried out over the previous step will not make the user hang up here. Rather than proceeding with these goals and noting an execution problem, they decide to revise the goal structure to include the "and-then" statement of HANG UP. They revisit their analyses of the previous actions and note any necessary changes.
2.1 They indicate the correct goals as follows:
FORWARD ALL CALLS
TO 492 1234
PICK UP THE HANDSET
and then CLEAR FORWARDING
and then HANG UP
and then SPECIFY FORWARDING
2.2 Based on the initial goal structure indicated above, they indicate the following;
Failure to add goals. 0%
Failure to drop goals. 0%
Addition of spurious goals. 0%
Failure to check progress. 0%
Premature loss of goals. 0%
Super-goal kill off. 0%
Based on the results of 2.2 above they indicate the following;
3.1 What percentage will fail to choose the correct
available action. 0%
3.2 There is no label associated with HANG UP
3.3 What percentage will fail to develop correct action given a lack of an appropriate label. 0%
3.4 What percentage will choose the wrong action to achieve the desired goal. 0%
3.5 What percentage will have trouble selecting the appropriate action during a system time out. 0%
3.6 What percentage will find it physically difficult
to perform the correct action. 0%
Based on the results of 3.1-3.6 above they indicate the following;
4. The system response for the action HANG UP is nothing. However, the users will know that they have hung up the phone.
4.1 What percentage of users will not see progress and try to quit or backup. 0%
4.2 List all the current goals that have been accomplished.
HANG UP 0%
4.3 No incomplete goals exist.
4.4 What percentage of users might prematurely terminate their "and-then" structure due to the similarity between the subgoal and the supergoal. 0%
4.5 No new goals
4.6 No other new goals.
Clearly the analysts feel that there are no problems given the updated goal structure.