The analysts begin new copies of forms 2,3 and 4 for this next action.
Using Form 2, the analysis looks like;
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
and then PICK UP HANDSET
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 a label associated with PRESS **7 on the template.
It indicates;
CALL
FORWARD ALL
START **7
CLEAR ##7
3.3 What percentage will fail to develop correct action given a lack of an appropriate label. 25%
The analysts discuss and decide that 25% of the users may fail to notice the label given the amount of information on the template.
3.4 What percentage will choose the wrong action to achieve the desired goal. 25%
The analysts note that the template also contains a label indicating;
TRANSFER
ALL CALLS
START **3
CLEAR ##3
They feel that CLEAR TRANSFER ALL CALLS is as good a match to CLEAR FORWARDING as CLEAR CALL FORWARD ALL is (see above). They indicate that 25% of users may might choose action PRESS**3 at this step.
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 PRESS **7 is bip, bip, bip. It is felt that this is enough to indicate that the action has been executed.
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.
SPECIFY FORWARDING 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 similar problems at this step as there were at the analysis of action 2.