Requirement Analysis

Information Gathering: Interactive Methods

Adapted or modified by the SA&D Team Semester 1, 2022-2023

 Recognize the value of interactive methods for
information gathering.
 Construct interview questions to elicit human
information requirements and structure them in a
way that is meaningful to users.
 Understand the purpose of stories and why they are
useful in systems analysis.
 Understand the concept of JAD and when to use it.
 Write effective questions to survey users about their
work.
 Design and administer effective questionnaires.

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 Interviewing is an important method for collecting
data on human and system information requirements
 Interviews reveal information about:

 Interviewee opinions
 Interviewee feelings
 Goals
 Key HCI concerns

Image source: http://bluestudies.com/cv-interview-skills-info-session/

1) Reading background material
•read and understand as much background information about the interviewees and
their organization as possible.
• E.g. corporate website, current annual report, corporate news letter, any publication sent out to explain
the organization to the public, Standard & Poor’s
•trying to build a common vocabulary to phrase interview questions and to maximize
the interview time.

2) Establishing interview objectives

• four to six key areas concerning HCI, information processing and decision-
making behavior.
3) Deciding whom to interview
• include people at all levels who will affected by the system in some manner.
strive for balance so that as many users’ needs are addressed as possible.
4) Preparing the interviewee
• call ahead; keep to 45 minutes to an hour at the most.

5) Deciding on question types and structure

• write questions to cover the key areas of HCI and decision making that you
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discovered when you ascertained interview objectives.
Open-
ended

Closed

Source: http://slideplayer.com/slide/8491463/
 Open-ended interview
questions allow
interviewees to respond
how they wish, and to
what length they wish

 Open-ended interview
questions are
appropriate when the
analyst is interested in
breadth and depth of
reply Source: http://www.orafitnessinstitute.com.au/open-ended-questions/

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• Consider the term
open-ended. “Open”
actually describes
the interviewee’s
options for
responding. They
are open.
• The response can be
two words or two
paragraphs.
• Some examples of
open-ended
questions are shown
here.
Source: https://www.w3computing.com/systemsanalysis/open-ended-closed-
interview-questions/
 Puts the interviewee at ease

May result in too much

Allows the interviewer to pick up on the irrelevant detail
interviewee’s vocabulary

Provides richness of detail Possibly losing control of the

Disadvantages
interview
Advantages

Reveals avenues of further questioning

that may have gone untapped May take too much time for
the amount of useful
Provides more interest for the information gained
interviewee

Potentially seeming that the

Allows more spontaneity interviewer is unprepared

Makes phrasing easier for the

Possibly giving the impression
interviewer
that the interviewer is on a
“fishing expedition”
Useful if the interviewer is unprepared
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 Closed interview questions limit the number of possible
responses
 Closed interview questions are appropriate for
generating precise, reliable data that is easy to analyze
 The methodology is efficient, and it requires little skill
for interviewers to administer

A closed question limits the response available

to the interviewee. You may be familiar with
closed questions through multiple-choice
exams in college. You are given a question and
five responses, but you are not allowed to write
down your own response and still be counted
as having correctly answered the question.

Source: https://home.magpi.com/tip-open-ended-questions/
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• The possible responses
are closed to the
interviewee, because he
or she can only reply with
a finite number such as
“None,” “One,” or
“Fifteen.” Some examples
of closed questions are
shown here.
• Closed interview
questions limit the
respondent’s options.
• The examples were
selected from different
interviews and are not
shown in any particular
Source: https://www.w3computing.com/systemsanalysis/open-ended-closed-
order. interview-questions/

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 Closed Interview Questions

Advantages Disadvantages
• Saving interview time • Boring for the
• Easily comparing interviewee
interviews • Failure to obtain rich
• Getting to the point detailing
• Keeping control of the • Missing main ideas
interview • Failing to build rapport
• Covering a large area between interviewer and
quickly interviewee
• Getting to relevant data

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 Image source: http://jacobyip.com/are-
closed-ended-questions-leading-questions/

 Bipolar questions are those that may be answered with a

“yes” or “no”, “true or false” and “agree” or “disagree”
 Bipolar questions should be used sparingly
 A special kind of closed question
Examples of bipolar questions are listed here:

This type of closed

question limits the
interviewee even further
by allowing a choice on
either “pole”

Source: https://www.w3computing.com/systemsanalysis/open-ended-closed- 12
interview-questions/
Thus, as the interviewer, you must
think carefully about the question
types you will use. Both open-
ended and closed questions have
advantages and drawbacks, as
shown in the figure.

Notice that choosing one question

type over the other actually
involves a trade-off; although an
open-ended question affords
breadth and depth of reply,
responses to open-ended
questions are difficult to analyze.

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 A third type of question is the probe or follow-up
 Probing questions elicit more detail about previous questions
 The purpose of probing questions is:
 To get more meaning
 To clarify
 To draw out and expand on the interviewee’s point

 The strongest probe is the simplest: the question, “Why?”

 Other probes are “Can you give me an example of a time you did not
find the system trustworthy?” and “Will you elaborate on that for
me?”
 May be either open-ended or closed

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Probes allow the systems analyst to follow up on questions to get
more detailed responses. The examples were selected from
different interviews and are not shown in any particular order.

Source: https://www.w3computing.com/systemsanalysis/open-ended-closed-interview-questions/ 15
 • Starting with closed questions and working
Pyramid toward open-ended questions

• Starting with open-ended questions and

Funnel working toward closed questions

• Starting with closed, moving toward open-

Diamond ended, and ending with closed questions

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 Pyramid Structure for
 Begins with very Interviewing Goes from
detailed, often closed Specific to General Questions
questions
 Expands by allowing
open-ended questions
and more generalized
responses
 Is useful if
interviewees need to
be warmed up to the
topic or seem reluctant
to address the topic

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 Begins with generalized,
open-ended questions
 Concludes by narrowing
the possible responses
using closed questions
 Provides an easy,
nonthreatening way to
begin an interview
 Is useful when the
interviewee feels
emotionally about the
topic
Funnel structure for interviewing begins with
broad questions then funnels to specific
questions
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 A diamond-shaped
structure begins in a very
specific way
 Then more general issues
are examined
 Concludes with specific
questions
 Combines the strength of
both the pyramid and
funnel structures
 Takes longer than the
other structures

Diamond-shaped structure for interviewing

combines the pyramid and funnel structures 19
 Image source: Google search

Always ask “Is

Summarize
there Thank them
and provide Ask whom you Set up any
anything else for their time
feedback on should talk future
that you and shake
your with next appointments
would like to hands.
impressions
add?”

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 Write as soon as possible after the interview
 Provide an initial summary, then more detail
 Review the report with the respondent

Image source:
https://www.sabusinesshub.co.za/section/preview.php?SectionId=2&SubsectionId=16&ContentId=602
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 Stories originate in the workplace
 Organizational stories are used to relay some kind of
information
 When a story is told and retold over time it takes on a
mythic quality
 Isolated stories are good when you are looking for facts
 Enduring stories capture all aspects of the organization
and are the ones a systems analyst should look for

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 Experiential stories describe
what the business or industry is
like

Explanatory stories tell why

the organization acted a
certain way
There are four purposes
for telling a story:
Validating stories are used to
convince people that the
organization made the correct
decision

Prescriptive stories tell the

listener how to act

Systems analysts can use storytelling as a complement to other

information gathering methods 23
 Joint Application
Design (JAD) can
replace a series of
interviews with the
user community
 JAD is a technique
that allows the
analyst to accomplish
requirements analysis
and design the user
interface with the
users in a group
setting
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 Users are restless and Where to hold JAD
want something new Meetings

The organizational
culture supports joint Offsite
problem-solving • Comfortable
Conditions that behaviors surroundings
support the use • Minimize distractions
of JAD Analysts forecast an
increase in the
number of ideas using
JAD
Attendance
Personnel may be • Schedule when
absent from their jobs participants can attend
for the length of time • Agenda
required • Orientation meeting

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All project team members must be committed to the
JAD approach and become involved.

Executive a senior person who will introduce and conclude the JAD
sponsor session.

IS Analyst gives an expert opinion about any disproportionate costs

of solutions proposed.

Users try to select users that can articulate what information they
need to perform their jobs as well as what they desire in anew
or improved computer system.
Session someone who has excellent communication skills to
leader facilitate appropriate interactions.

Observers analysts or technical experts from other functional areas

to offer technical explanations and advice.

Scribe formally write down everything that is done.

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Benefits of JAD

Time is saved, JAD requires a large

compared with block of time to be

Drawbacks of using JAD

traditional interviewing available for all session
participants
Rapid development of
systems If preparation or the
follow-up report is
Improved user incomplete, the session
ownership of the may not be successful
system
The organizational
Creative idea skills and culture may
production is improved not be conducive to a
JAD session

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Questionnaires are useful in gathering information
from key organization members about:
what people in the Through the use of questionnaires,
Attitudes organization say they the analyst may be seeking to quantify
want
what was found in interviews.
In addition, questionnaires may be
what people think is used to determine how widespread or
Beliefs actually true limited a sentiment expressed in an
interview really is.
Conversely, questionnaires can be
what organizational used to survey a large sample of
Behavior members do system users to sense problems or
raise important issues before
interviews are scheduled.
properties of people
Characteristics or things

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 Organization members are widely dispersed
 Many members are involved with the project
 Exploratory work is needed
 Problem solving prior to interviews is necessary

Open-ended
• Try to anticipate the
response you will get
• Well suited for getting
opinions

Closed
• Use when all the options
may be listed
• When the options are
mutually exclusive 29
Source: https://www.w3computing.com/systemsanalysis/writing-questions-questionnaires/

Responses to open-ended questions can help analysts gain rich, exploratory insights
as well as breadth and depth on a topic. Although open-ended questions can be written
easily, responses to them are difficult and time consuming toanalyze. 30
Source: https://www.w3computing.com/systemsanalysis/writing-questions-questionnaires/

Closed questions should be used when the systems analyst is able to list effectively all
the possible responses to the question and when all the listed responses are mutually
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exclusive, so that choosing one precludes choosing any of the others.
 • Use the language of respondents whenever
Simple possible. Keep wording simple.

• Work at being specific rather than vague in

Specific wording. Avoid overly specific questions as well.

Short • Keep questions short.

• Do not patronize respondents by talking down to

Not patronizing them through low-level language choices.

• Avoid bias in wording. Avoiding bias also means

Free of bias avoiding objectionable questions.
• Target questions to the correct respondents
Addressed to those who
(that is, those who are capable of responding).
are knowledgeable
Don’t assume too much knowledge.
Technically • Ensure that questions are technically accurate
accurate before including them.
Appropriate for the • Use software to check whether the reading level
reading level of the
respondent is appropriate for the respondents.
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Scaling
The process of assigning numbers or other symbols to an attribute or
characteristic for the purpose of measuring that attribute or characteristic
• the writing of closed questions with either ordered or unordered answers

Measurement Scales
The two different forms of measurement scales are:
• Nominal
• Interval

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 Example:
What type of software do you use the
 Nominal scales are used to classify things most?
1 = Word Processor
 It is the weakest form of measurement
2 = Spreadsheet
 Data may be totaled (of each classification)
3 = Database
4 = An Email Program

 An interval scale is used when the intervals are equal and there is no
absolute zero
 Due to this characteristic, mathematical operations can be performed on the
questionnaire data, resulting in a more complete analysis. E.g. the Fahrenheit
or Centigrade scale

The example above is definitely not that of an interval scale, but by anchoring the scale on
either end, the analyst may want to assume the respondent perceives the intervals to be equal.
If the systems analyst makes this assumption, more quantitative analysis is possible. 34
Reliability of scales
• Getting the same results if the same
refers to
questionnaire was administered again
consistency in under the same conditions
response

Validity is the
degree to which • For example, if the purpose of the
questionnaire is to determine whether
the question
the organization is ready for a major
measures what the change in computer operations, do the
analyst intends to questions measure that?
measure

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Image source: http://keydifferences.com/difference-between-validity-and-reliability.html
 The actual construction of scales is a serious task.
 Careless construction of scales can result in one of the following problems:

Leniency

• Caused by easy raters

• Solution is to move the “average” category to the left or right of center

Central tendency

• Occurs when respondents rate everything as average

• Improve by making the differences smaller at the two ends
• Adjust the strength of the descriptors
• Create a scale with more points

Halo effect
• When the impression formed in one question carries into the next question
• For example, if you are rating an employee about whom you have a very
favorable impression, you may give a high rating in every category or trait,
regardless of whether or not it is a strong point of the employee’s.
• Solution is to place one trait and several items on each page 36
A well-designed, relevant questionnaire can
help overcome some resistance to respond.

• Allow ample white space

• Allow ample space to write or type in responses
• Make it easy for respondents to clearly mark their answers
• Be consistent in style

When you design questionnaires for the Web,

apply the same rules you use when designing
paper questionnaires.

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 As you order questions, you must think about your
objectives in using the questionnaire and then
determine the function of each question in helping
you to achieve your objectives.
 It is also important to see the questionnaire through
the respondent’s eyes. Some guidelines for ordering
questions are:

Introduce
less
Cluster controversial
items of questions
Place most similar first
important content
questions together
first

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 Deciding who will receive the questionnaire is
handled in conjunction with the task of setting up
objectives for its results.
 Administering questionnaires has two main questions:

Who in the How should the

organization
questionnaire be
should receive the
administered?
questionnaire?

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 The choice of administration method is often determined by the
existing business situation.
 Options for administering the questionnaire include the
following:

Personally handing out
Convening all concerned
blank questionnaires and
respondents together at taking back completed
one time
ones.
Allowing respondents to
self-administer the
questionnaire at work and
drop it in a centrally
located box.

Administering the questionnaire electronically

Mailing questionnaires to
employees at branch sites and
supplying a deadline, instructions,
and return postage.
either via email or on the Web.
• Reduced costs
• Collecting and storing the results electronically
• Response are a little lower then other methods, but
may result in less guarded answers

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 Interviewing
 Interview preparation
 Question types
 Arranging questions
 The interview report

 Stories
 Joint Application Design (JAD)
 Involvement and location
 Questionnaires Image source: Google search

 Writing questions
 Using scales and overcoming problems
 Design and order
 Administering and submitting

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