Q2 Required) You have been promoted to Call Center Director [2] and your organiz
ID: 3676076 • Letter: Q
Question
Q2 Required) You have been promoted to Call Center Director [2] and your organization follows CobiT [1]. Part of your promotion was to recognize your abilities in working in the HCI part of IT that is, working with users, including human factors, ergonomics and user-centered computing. In awarding the promotion, the CIO specifically mentioned that you took better care of the call center reps so they could take better care of the callers. Since user experience is the key to your call center s success, you want to incorporate that user-centric flavor into the Call Center IT. You see this can be incorporated into the auditing of IT controls that is ongoing within your organization.
Once again you turn to a web search and discover that heuristic evaluation [3, 4] is an approach to user-centered evaluation that will work nicely within the Call Center to evaluate operational effectiveness [1, page 29]. You conclude that through a small (n=6) panel of expert users (expert call center reps), the usability effectiveness of the Call Center s password policies and procedures can be regularly assessed, and thereby contribute coverage of HCI to IT Assurance. Write a 1 to 2 page plan to complete regular heuristic evaluations of the IT within the Call Center that will contribute to evaluating IT s operating effectiveness.
Explanation / Answer
Before getting into detail we need to understand what is Cobit. Cobit is a framework by ISACA for information technology . Full form of cobit is Control Objectives for Information and Related Technology.
The second is HCI - The Human-computer interaction is an area of research.
The Heuristics thematic sets were defined as
The Basic set of heuristics Inputs to the model for existing sets of known heuristics published by practitioners for different types of user interface.
Simultaneously own heuristics based on previous experiences with given information system can be added. Specification of requirements on resources Four working roles are necessary for the heuristics creation for the followings:
Second important thing to create a Model of heuristics application which will describe the goal of the heuristics application methodology.
Next job is to make a case study of HEURISTIC EVALUATION OF THE PORTAL
In this situation first I will make a egular heuristic evaluations fot the organization. Initially I will solve the usability problems.
Make a Evolution method report which contain with Method, Analysis, Design and Testing. Acoording to me the most used usability evaluation methods are the user testing and heuristic evaluation.The heuristic evaluation is cheap and quick finding significant usability faults of an existing user interface.
Make a team to fulfill four tasks in the usability lab for Find out address of financial authority in Pardubice and Find out who has right for housing benefit.
The main goal is to prepare a methodology for heuristics creation and heuristics application for a heuristic evaluation of usability of given user interface. The requirements to the suggested methodology are: Systematic character ,Simplification ,Homogeneity ,Measurability, Objectivity Unambiguity .
If we start with Heuristic evaluation then I would suggest to performed, by having each individual evaluator inspect the interface alone.
Will Observe on the overhead of each evaluation session, to reduces the workload on the evaluators. As a results of the evaluation are available fairly soon after the last evaluation session .
I can assist the evaluators in operating the interface of problems, such as an unstable prototype, and help if the evaluators have limited domain expertise and need to have certain aspects of the interface explained.
Next job is to create METHODOLOGY OF HEURISTICS . For this will have create a Model of heuristics .The moto of this methodology is to create a suitable set of heuristic criteria that can be used for the usability evaluation of given information system .
Create a testing team to perform user testing
Next is to prepare the interface with references to those usability principles that were violated by the design in each case in the opinion of the evaluator.
I will Create a report for COMPARISON OF HEURISTIC EVALUATION & USER TESTING.
Will have to determining the Number of Evaluators as per my openion individual evaluators can perform a heuristic evaluation of a user interface on their own, but the experience from several projects indicates that fairly poor results are achieved when relying on single evaluators.
Heuristic evaluations is evaluated by the quality of communication between a technological product ,The usability concept and its measurement are strictly connected to that of Web Accessibility.
There is a relation in between between accessibility and usability it is reduced superficially to that of objectivity and subjectivity , where accessibility refers to the interface code that allows a user to access and achieve the information.Its established as the objective end of the user interaction,
The usability is correlated to subjective aspects, as determined by users' inherent individual differences.
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