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Business process change

3.3 Establishing software needs

 interviewing staff

 asking staff to complete questionnaires

 observing staff

 documenting the existing process

 workshops

 prototypes

 protocol analysis staff are trained to think aloud as they solve a problem or use
software, and their verbal behaviour forms the basic data to be analysed.

3.4 Using generic solutions

 cheaper  not a perfect fit

 immediately available  may be compatibility issues

 fewer bugs  doesn’t differentiate

 better support

 more regular updates

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