CIS 524 Computer Interaction and Design
This paper will discuss the prototyping technique for the Department of Motor
Vehicles’ (DMV), self-check-in system that will allow the receptionist to check customers in quickly, and for customers to be able to do a self-check in. It will discuss the eight stages of the management plan for proper design of the system. Each stage of the management plan and the estimated time it will take to complete each stage. It will compare the human-computer interaction of self-check-in interface verses the receptionist interface.
DMV NEW CHECK-IN SYSTEM
The purpose of a prototype is to have the user test your product to determine how valuable it is for the DMV receptionist to quickly check customers in and for the guest to self-check in. It will allow us to gain real data about how it would work. It will also assist us in improving our product and discover what improvements are needed to improve the product. (The Product Development Process – Step 5 – Prototypes. 2017.) There are eight stages of a management plan for the project of developing the self-check-in for the department of motor vehicles in Sunnydale, Anywhere, SC 29667
The eight stages of the management plan for proper design of the system are:
•“Identify What Will Be Improved or is Needed
•Draw the Idea
•Try and Improve Redesign
•Review, Revise and Continuously Improve” (8 Elements of an Effective Change Management Process, 2019)
Room for Improvement
How to improve our product. Understand why people buy. and why people out there have stopped buying your product or dot want your service. Then you can use this knowledge to fix it. (Kearns, 2016) You also need to know why customers buy your product or services. Before you can know how to improve it, you need to comprehend why or why not. Zindel suggests asking clients to understand what’s good and where you need improve. Meet with stakeholders to find out what their objectives are. Put this knowledge to use. Once you’ve gathered customer feedback, assemble the best team possible to address the issues, Zindel recommends. If you discover it is your customer service, make a plan and fix it. If it is something about your product or services that are driving customers away, you may want to redesign it. Share your vision with your team, Zindel says. your idea will need to be developed, produced, marketed, and delivered. Each team member should be responsible for a part of the process.” (Kearns, 2012)
This process should take 15 days after completion.
Now you need to setup a motive on why the project need to be pursued. That is how it benefits your company or clients. To convince stakeholders this is a solution of a business need. Stakeholders will care most about ROI and how your project relates to strategic objectives—so be clear and concise when stating the business need, your solution and the impact your solution will have on your organization. Get approval from stakeholders. Address every issue, mold your presentation to what stakeholders say. Begin with the need, acknowledge risks, and then move on Have your experts present their participation. Then end the presentation by reinforcing the benefits to the stakeholders. When you leave the room, you want your stakeholders to have a positive impression of you and the business case you’re proposing. (How to Present Your Business Case to Get the Ultimate “Yes”. 2018)
This process was successful since we won the bid to produce a self-check in system for the DMV.
The process completion time was 30 days.
Change. Change is always challenging. Management must provide training and guidance for managers, including how to use individual change management tools with their employees. And prepare the managers and supervisors with support to successfully coach their employees through the change. An environment of support of the change from the managers and supervisors foster an inclination of the employees to adopt change.
- The process of implementing the change time 15 days
Change management and project team members must evaluate what skills and knowledge are required to implement the change, and what employees will be impacted. Once the required training and skills are determined, the training group or the project team will develop the necessary training. The key to success is building a foundation of knowledge and training to initiate change. Ensuring the impacted people receive the training to develop the skills and behaviors they need prior to the implementation of the change is a primary role of change management. (Change Management Process.)
- Time to evaluate the training, skills, behaviors and impacted employees is 15 days
The change management team or project leaders must design a communication plan that addresses the roles of the frontline employees, supervisors and executives. Each audience communications are based on their role in the change. Information should be shared on a need to know basis. (8 Elements of an Effective Change Management Process. 2019)
- Communication process is 7 days.
Some resistance of change is normal. People are not comfortable with change because they do not know what to expect, afraid of the unknown. They have the, “why fix what’s not broken.”
Risk is also another reason people resist change. The risk of losing current benefits, or money, Resistance should always be expected by management. It is negated by providing the leaders with the tools and training to manage employee’s resistance.
- Resistance disbursement duration ongoing
Management must recognize success and celebrate it constantly. Allowing every employee to celebrate and be recognized on the successes of embracing change foster an atmosphere of bonding and improvements The change should continue to be monitored by management to insure the employees don’t revert back.
- The time needed to continuous victory is ongoing
The last part of this process is review. Once the process is over, the management team must pay attention on what was done well and what wasn’t. The review will always improve the actions of the next project. forever improving, therefore causing the company to change the process. (8 Elements of an Effective Change Management Process, 2019
- The review process is no more that a week after the project is complete.
Comparing the human-computer interaction of self-check-in interface verses the receptionist interface.
The human-computer interaction would be faster and have the customer choose from the provided options and tell them what form the need and give them a service number according to their selected option. there would not be any additional interactions, or responses not prompted by choosing an option. See flow chart below:
The receptionist-interface will have the receptionist interact with the customer and chose the applied options and the receptionist may interact with the customer and hand the customer the correct forms and hand them the service ticket. See flow chart below
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