Publications Details
Building a bridge with the customer to facilitate collecting and validating information in modeling sessions
To build a bridge with customers, we balance the linear modeling process with the dynamics of the individuals we serve, who may feel unfamiliar, even confused, with that process. While it is recognized that human factors engineers improve the physical aspect of the workplace, they also work to integrate customers` cognitive styles, feelings, and concerns into the workplace tools. We take customers` feelings into consideration and integrate their expressed needs and concerns into the modeling sessions. After establishing an agreeable, professional relationship, we use a simple, portable CASE tool to reveal the effectiveness of NIAM. This tool, Modeler`s Assistant, is friendly enough to use directly with people who know nothing of NIAM, yet it captures all the information necessary to create complete models. The Modeler`s Assistant succeeds because it organizes the detailed information in an enhanced text format for customer validation. Customer cooperation results from our modeling sessions as they grow comfortable and become enthused about providing information.