The analysts begin new copies of forms 2,3 and 4 for this next action.
Using Form 2, the analysis looks like;
The analysts note two difficulties in formulating the appropriate goals for this step. First, there is no explixit indication that the destination number is to be dialed at this point, so it appears users must already have this goal in their goal structure. Therefore, the users goal structure must again be updated to include the goal of DIAL EXTENSION FOR DESTINATION. Second, the analysts also note that what must be dialed is not the complete number for the destination but only that part which would be dialed to reach the number from this phone. They conclude that the new appropriate goal structure is:
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
and then DIAL EXTENSION FOR DESTINATION
2.2 Based on the initial goal structure indicated above, they indicate the following;
Failure to add goals. 75%
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%
This indicates that 75% of the users will fail to add this new goal to their goal structure, clearly this is problematic.
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 PRESS 1234.
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 PRESS 1234 is the same bip, bip, bip from before. It is felt that this is sufficient 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.
DIAL EXTENSION FOR DESTINATION 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.