Reader OOTI course requirements engineering. logo TBD. Gerrit Muller Buskerud University College Frogs vei 41 P.O. Box 235, NO-3603 Kongsberg Norway

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1 logo TBD Frogs vei 41 P.O. Box 235, NO-3603 Kongsberg Norway Abstract This book bundles the subjects used in the OOTI course Requirements Engineering. All articles are duplicated from other Gaudí articles and books. Distribution This article or presentation is written as part of the Gaudí project. The Gaudí project philosophy is to improve by obtaining frequent feedback. Frequent feedback is pursued by an open creation process. This document is published as intermediate or nearly mature version to get feedback. Further distribution is allowed as long as the document remains complete and unchanged. All Gaudí documents are available at: version: 0.1 status: preliminary draft July 31, 2014

2 Contents Introduction ix 1 Lecture Requirements Engineering Introduction Program Case Description Instruction for the case Acknowledgements Requirements Capturing by the System Architect Introduction Definition of Requirements System as a black box Stakeholders Requirements for Requirements Viewpoints on Needs Reference Architecture and Key Drivers Example Motorway Management Requirements Value and Selection Acknowledgements The customer objectives view Introduction Key drivers Value chain and business models Suppliers The application view Introduction Customer stakeholders and concerns Context diagram Entity relationship model

3 4.5 Dynamic models Story How To Introduction How to Create a Story? How to Use a Story? Criteria Example Story Acknowledgements How to present architecture issues to higher management Introduction Preparation The presentation material The Presentation Exercise Simplistic Financial Computations for System Architects Introduction Cost and Margin Refining investments and income Adding the time dimension Financial yardsticks Acknowledgements Granularity of Documentation Introduction Stakeholders Example digital flat screen TV Requirements Documentation Structure Payload, the ratio between overhead and content Acknowledgements Template How To Introduction Why Templates? New Process Introduction What does a Template contain Copy Paste Modify Pattern Template Development Guidelines Pitfalls July 31, 2014 version: 0.1 page: iii

4 9.9 Why I hate templates Summary Acknowledgements July 31, 2014 version: 0.1 page: iv

5 List of Figures 1.1 Schedule of the course The block diagram of the Cyber Video company system The flow of requirements System as a Black Box A simplified process decomposition of the business. The stakeholders of the requirements are beside the customer self, mainly active in the customer oriented process and the product creation process Requirements for Requirements Complementary viewpoints to collect needs A Reference Architecture views the architecture from 5 viewpoints The mapping of Key Drivers via derived application drivers on requirements Method to define key drivers Recommendations when defining key drivers The key drivers, derived application drivers and requirements of a Motorway Management System The selection process produces a product specification and a phasing and characterization of requirements to prevent repetition of discussion Simple methods for a first selection Quantifiable Aspects for Requirements Selection Overview of Customer Objectives View methods Example of the four key drivers in a motorway management system Submethod to link key drivers to requirements, existing of the iteration over four steps Recommendations for applying the key driver submethod Example value chain Example of simple supplier map for a cable provider

6 4.1 Overview of methods and models that can be used in the application view Stakeholders and concerns of an MRI scanner Systems in the context of a motorway management system Diagram with entities and relationship for a simple TV appliance Examples of dynamic models Productivity and cost models Dynamics of an URF examination room From story to design Example story layout criteria for a good story Example of a story Value and Challenges in this story Architectural issues related to managerial viewpoints Characteristics of managers in higher management teams How to prepare Recommended content Mentioned info, shown info and backup info Form is important Don t force your opinion, understand the audience How to cope with managerial dominance Exercise presentation to higher management Schedule of the presentation exercise The relation between sales price, cost price and margin per product Profit as function of sales volume Investments, more than R&D Income, more than product sales only The Time Dimension The Hockey Stick What if...? Stacking Multiple Developments Fashionable financial yardsticks The stakeholders of a single document Large documents are decomposed in smaller documents, supported by a document structure and overview Decomposition is applied recursively until the atomic documents fulfill the requirements in section Layout of a good document, heuristic for the number of pages of a good document is 4 nrofpages July 31, 2014 version: 0.1 page: vi

7 9.1 The reactionary force induced by the proposed new process is countered by giving support The relation between a template and a process Templates from layout only, up to prescribing structure or contents, templates to support meta information are recommended Spiral development model for Templates July 31, 2014 version: 0.1 page: vii

8 List of Tables 9.1 Overview of Template characteristics

9 Introduction This book bundles the articles produced by the Gaudí project. At this moment the book is in its early infancy. Most articles are updated based on feedback from readers and students. The most up to date version of the articles can always be found at [12]. The same information can be found here in presentation format. Chapters can be read as autonomous units. The sequence choosen here is more or less top down, hopping from one viewpoint to the next. On a regular base a sidestep ("Intermezzo") is being made, either to describe a more fundamental notion, or to propose a more challenging point of view.

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11 Chapter 1 Lecture Requirements Engineering block 1; teacher provides case What are requirements, black box, SMART 1/2 day homework: make requirement specification Customer and Application view, Story telling 1/2 day homework: improve requirement specification Discussion of requirement specification per team 1/2 day block 2; actual current case of OOTI education Financial viewpoint, Presentation to management 1/2 day homework: make presentation outline Documentation How-to Coaching and discussion 1/2 day homework: make presentation Presentation project case to management team 1/2 day individual report 1.1 Introduction This article describes the Requirements Engineering session part of the Software Engineering block in the OOTI curriculum of the Technical University Eindhoven. Trainer is the author of this article. The focus of this course is on capturing and managing requirements. The notion of key drivers will be introduced as a means to capture and manage. A case is used as learning vehicle. The students have to perform the requirements analysis in this case. The findings of the requirements analysis have to be presented to a management team and then to be written down in a requirement specification. 1.2 Program The lecture program is:

12 time Session 1 Session 2 Session 3 Session 4 Session 5 subject What are requirements, black box, SMART Customer and Application view, Story telling Discussion of requirement specification per team Financial viewpoint, Presentation to management Documentation How-to, Coaching and discussion session Session 6 Presentation of project case to management team The time in between lectures is to be used to perform a case study. The case study will be explained on the first half day. Half a day must be used to explore the case, During the next half lecture day the status of the case will be discussed and clarifications will be given. At the end of the block the case should be finished and the results will be presented and discussed. The course is closed by writing a summary of the case findings (per group) and lessons learned per individual, see section 1.4. Figure 1.1 shows the schedule of the course on a timeline. 1.3 Case Description A video content distribution company is planning to deliver video which can be transfered to a local box in the house of the consumer via satellite. Figure 1.2 shows a diagram of the system. 1.4 Instruction for the case The case is performed in 4 groups of 3..5 people, working together on the same problem. Instructions for the case: 1. Block 1 session 1: Make an initial requirements specification 2. Block 1 session 2: Improve and complete requirements specification 3. Block 2 session 4: Make an outline of a presentation of maximum 10 minutes, target audience: management team of your company 4. Block 2 session 5: Prepare and exercise presentation 5. Block 2 session 6: Write an individual report reflecting on: requirement specification, management presentation, lessons learned and how to do it next time. Recommended way of working: 1. Make a black box view of the system July 31, 2014 version: 1.1 page: 2

13 block 1; teacher provides case What are requirements, black box, SMART 1/2 day homework: make requirement specification Customer and Application view, Story telling 1/2 day homework: improve requirement specification Discussion of requirement specification per team 1/2 day block 2; actual current case of OOTI education Financial viewpoint, Presentation to management 1/2 day homework: make presentation outline Documentation How-to Coaching and discussion 1/2 day homework: make presentation Presentation project case to management team 1/2 day individual report Figure 1.1: Schedule of the course 2. Make some initial drafts and designs to explore the problem. 3. Make a story which helps to understand the products, make sure to use the criterions for a story. 4. Look from all stakeholder points of view towards the problem and identify what they need and what they expect. 5. Analyze the information obtained so far and extract the underlying requirements. 6. Abstract the key drivers behind the requirements. July 31, 2014 version: 1.1 page: 3

14 satellite 120 Mb/s 24 hrs/day content store satellite uplink local store (Brainbox) decoder (settop box) TV key distribution billing internet Figure 1.2: The block diagram of the Cyber Video company system 7. Make a top-down description of the requirements. Every group will present its findings on day 5, followed by a short discussion. This presentation is to the management team of the company which will make these products and some invited lead customers. Create a Requirement specification which can be used as the starting point of the design. On day 6 a coaching session is held to discuss the results so far, on day 7 the requirement specifications are reviewed. Write an individual summary of the entire process, maximum 2 A4 s, touching the following questions: What are the most important lessons you learned from these exercise (requirement specification, management presentation)? Which roles did the members of the group play during the exercise? How would you approach such a problem the next time? Which stakeholders understand your group presentation? Are they happy with the presentation? Don t answer all these questions perfectly, finish the summary in at most half a day. 1.5 Acknowledgements The case used in this course is derived from the case defined by Sjir van Loo for use in the course SW architecture. The case defined by Sjir is further reduced in this course to stimulate the students in the requirements exploration, reflecting real-life situations which often start rather ill-defined. I thank Sjir van Loo for providing his course material. I also thank Dieter Hammer and Harold Weffers for the initial discussions and for the suggestion to use this case. July 31, 2014 version: 1.5 page: 4

15 Chapter 2 Requirements Capturing by the System Architect top-down key-drivers (customer, business) operational drivers (logistics, production, etc.) roadmap (positioning and trends in time) competition (positioning in the market) regulations "ideal" reference design prototyping, simulation (learning vehicle) bottom-up (technological opportunities) existing systems bottom-up Needs Continued Product Creation Process Feedback 2.1 Introduction The basis of a good system architecture is the availability and understanding of the needs of all stakeholders. Stakeholder needs are primary inputs for the system specification. The terms requirements elicitation, requirements analysis, and requirements management are frequently used as parts of the Product Creation Process that cope with the trandormation of needs into specification and design. 2.2 Definition of Requirements The term requirement is quite heavily overloaded in Product Creation context. Requirement is sometimes used non-obligatory, e.g. to express wants or needs. In other cases it used as mandatory prescription, e.g. a must that will be verified. Obviously, dangerouys misunderstandings can grow if some stakeholders interpret a requirement as want, while other stakehodlers see it as must. We will adopt the following terms to avoid this misunderstanding:

16 Customer Needs The term Customer Needs is used for the non-mandatory wishes, wants, and needs. Product Specification The term Product Specification is used for the mandatory characteristics the system must fulfill. What What How choices trade-offs negotiations customer needs: What is needed by the customer? product specification: What are we going to realize? system design: How are we going to realize the product? What What What What are the subsystems we will realize? How How How How will the subsystems be realized? What What What How How How What What What How How How up to "atomic" components Figure 2.1: The flow of requirements In the system engineering world the term Requirements Management or Requirements Engineering is also being used. This term goes beyond the two previous interpretations. The requirements management or engineering process deals with the propagation of the requirements in the product specification towards the requirements of the atomic components. Several propagation steps take place between the product specification and atomic components, such as requirements of the subsystems defined by the first design decomposition. In fact the requirement definition is recursively applied for every decomposition level similar to the product specification and subsystem decomposition. Figure 2.1 shows the requirements engineering flow. The customer needs are used to determine the product specification. Many choices are made going from needs to specification, sometimes by negotiation, sometimes as trade-off. Often the needs are not fully satisfied for mundane reasons such as cost or other constraints. In some cases the product specification exceeds the formulated needs, for instance anticipating future changes. Figure 2.1 also show the separation of specification, what, and design, how. This separation facilitates clear and sharp decision making, where goals what and means how are separated. In practice decision are often polluted by confusing goals and means. An other source of requirements is the organization that creates and supplies the product. The needs of the organization itself a nd of the supply and support July 31, 2014 version: 1.5 page: 6

17 chain during the life cycle are described in this chapter as Life Cycle Needs. 2.3 System as a black box One of the main characteristics of requirements in the product specification is that they describe what has to be achieved and not it how this has to be achieved. In other words, the product specification describes the system as black box. Figure 2.2 provides a starting point to write a product specification. interfaces system seen as black box inputs functions quantified characteristics outputs restrictions, prerequisites boundaries, exceptions standards, regulations Figure 2.2: System as a Black Box The system is seen as black box. What goes into the box, what comes out and what functions have to be performed on the inputs to get the outputs. Note that the functions tell something about the black box, but without prescribing how to realize them. All interfaces need to be described, interfaces between the system and humans as well as interfaces to other systems. The specification must also quantify desired characteristics, such as how fast, how much, how large, how costly, et cetera. Prerequisites and constraints enforced on the system form another class of information in the product specification. Further scoping can be done by stating boundaries and desired behavior in case of exceptions. Regulations and standards can be mandatory for a system, in which case compliance with these regulations and standards is part of the product specification. July 31, 2014 version: 1.5 page: 7

18 customer (purchaser, decision maker, user, operator, maintainer) company Policy and Planning (business, marketing, operational managers) Customer-Oriented Process (sales, service, production, logistics) Product Creation Process (project leader, product manager, engineers, suppliers) People, Process, and Technology management process (capability managers, technology suppliers) Figure 2.3: A simplified process decomposition of the business. The stakeholders of the requirements are beside the customer self, mainly active in the customer oriented process and the product creation process. 2.4 Stakeholders A simplified process model is shown in figure 2.3. The stakeholders of the product specification are of course the customers, but also people in the Customer Oriented Process, the Product Creation Process, People, Process, and Technology Management Process, and the Policy and Planning Process. The figure gives a number of examples of stekholders per process. The customer can be a consumer, but it can also be a business or even a group of businesses. Businesses are complex entities with lots of stakeholders. A good understanding of the customer business is required to identify the customerstakeholders. 2.5 Requirements for Requirements Standards like ISO 9000 or methods like CMM prescribe the requirements for the requirements management process. The left side of Figure 2.4 shows typical requirements for the requirements itself. Specific, what is exactly needed? For example, The system shall be user friendly is way too generic. Instead a set of specific requirements is needed that together will contribute to user friendliness. July 31, 2014 version: 1.5 page: 8

19 Specific Unambiguous Verifiable Quantifiable Measurable Accessible Understandable Low threshold Complete Traceable Figure 2.4: Requirements for Requirements Unambiguous so that stakeholders don t have different expectations on the outcome. In natural language statements are quite often context sensitive, making the statement ambiguous. Verifiable so that the specification can be verified when realized. Quantifiable is often the way to make requirements verifiable. Quantified requirements also help to make requirements specific Measurable to support the verification. Note that not all quantified characteristics can also be measured. For example in wafer steppers and electron microscopes many key performance parameters are defined in nanometers or smaller. There are many physical uncertainties to measure such small quantities. Complete for all main requirements. Completeness is a dangerous criterion. In practice a specification is never complete, it would take infinite time to approach completeness. The real need is that all crucial requirements are specified. Traceable for all main relations and dependencies. Traceability is also a dangerous criterion. Full traceability requires more than infinite time and effort. Understanding how system characteristics contribute to an aggregate performance supports reasoning about changes and decision making. Unfortunately, these requirements are always biased towards the formal side. A process that fulfills these requirements is from theoretical point of view sound and robust. However, an aspect that is forgotten quite often, is that product creation is a human activity, with human capabilities and constraints. The human point of view adds a number of requirements, shown at the right hand side of Figure 2.4: accessibility, understandability, and a low threshold. These requirements are required for every (human) stakeholder. July 31, 2014 version: 1.5 page: 9

20 These requirements, imposed because of the human element, can be conflicting with the requirements prescribed by the management process. Many problems in practice can be traced back to violation of the human imposed requirements. For instance, an abstract description of a customer requirement such that no real customer can understand the requiremnts anymore. Lack of understanding is a severe risk, because early validation does not take place. 2.6 Viewpoints on Needs Needs for a new product can be found in a wide variety of sources. The challenge in identifying needs is, in general, to distinguish a solution for a need from the need itself. Stakeholders, when asked for needs, nearly always answer in terms of a solution. For example, consumers might ask for a flash based video recorder, where the underlying need might be a light-weight, small, portable video recorder. It is the architect s job, together with marketing and product managers, to reconstruct the actual needs from the answers that stakeholders give. Many complementary viewpoints provide a good collection of needs. Figure 2.5 shows a useful number of viewpoints when collecting needs. top-down key-drivers (customer, business) operational drivers (logistics, production, etc.) roadmap (positioning and trends in time) competition (positioning in the market) regulations "ideal" reference design prototyping, simulation (learning vehicle) bottom-up (technological opportunities) existing systems bottom-up Needs Feedback Continued Product Creation Process Figure 2.5: Complementary viewpoints to collect needs The key-driver viewpoint and the operational viewpoint are the viewpoints of the stakeholders who are consuming or using the output of the Product Creation Process. These viewpoints represent the "demand side". The roadmap and the competition viewpoints are viewpoints to position the products in time and in the market. These viewpoints are important because they July 31, 2014 version: 1.5 page: 10

21 emphasize the fact that a product is being created in a dynamic and evolving world. The product context is not static and isolated. Regulations result in requirements both top-down, as well as bottom-up. A top down example are labor regulations that can have impact on product functionality and performance. A bottom up example are materials regulations, for instance do not use lead, that may strongly influence design options. The ideal reference design is the challenge for the architect. What is in the architect s vision the perfect solution? From this perfect solution the implicit needs can be reconstructed and added to the collection of needs. Prototyping or simulations are an important means in communication with customers. This pro-active feedback is a very effective filter for nice but impractical features at the one hand and it often uncovers many new requirements. An approach using only concepts easily misses practical constraints and opportunities. The bottom up viewpoint is the viewpoint where the technology is taken as the starting point. This viewpoint sometimes triggers new opportunities that have been overlooked by the other viewpoints due to an implicit bias towards today s technology. The existing system is one of the most important sources of needs. In fact it contains the accumulated wisdom of years of practical application. Especially a large amount of small, but practical, needs can be extracted from existing systems. The product specification is a dynamic entity, because the world is dynamic: the users change, the competition changes, the technology changes, the company itself changes. For that reason the Continuation of the Product Creation Process will generate input for the specification as well. In fact nearly all viewpoints are present and relevant during the entire Product Creation Process. 2.7 Reference Architecture and Key Drivers A system architect must look at the product from multiple complementary viewpoints. Figure 2.6 shows 5 useful views for a reference architecture. The business architecture is the architecture of the business of the customer, in relation with the product. Typically it will describe the flow of information or goods, the business processes and the related roles. A very powerful means to capture requirements is to describe the essence of the business in terms of Key Drivers. These drivers must be recognized and understood by the customer, which means that these drivers should be expressed in the language of the customer. A maximum of 5 Key Drivers is recommended to maintain focus on the essence, the name is on purpose Key driver. The key drivers are one aspect of the business architecture. Figure 3.3 shows a method to define key drivers. Figure 3.4 shows some recommendations with respect to the definition of key drivers. July 31, 2014 version: 1.5 page: 11

22 drives, justifies, needs enables, supports What does Customer need in Product and Why? Customer What Customer How Product What Product How Customer objectives Application Functional Conceptual Realization Figure 2.6: A Reference Architecture views the architecture from 5 viewpoints Customer What Customer objectives Key (Customer) Drivers goal Customer How Application Derived Application Drivers means may be skipped or articulated by several intermediate steps Product What Functional Requirements functions interfaces performance figures Figure 2.7: The mapping of Key Drivers via derived application drivers on requirements Key drivers can be mapped on derived application drivers. Which application activities are done to enable the key driver? The derived application drivers must also be expressed in customer language. The explicit description of application drivers will also ease the job of modelling the application domain. The derived application drivers are implemented or supported by features or functions of the product. This means that the derived application drivers can be translated into customer requirements of the product. From point of view of requirements engineering the customer requirements are used as input to produce a product specification, which controls the entire product creation process. The design of the system will result in a technical architecture, with amongst others a decomposition in subsystems and function allocation. The technical architecture is finally mapped onto an implementation. The relation between requirements at the functional architecture level, the technical architecture level and the implementation is managed by the requirements management process. Approaching the requirements definition in this way enables the architect to understand a technical feature in relation with the key driver from the customer July 31, 2014 version: 1.5 page: 12

23 Define the scope specific. in terms of stakeholder or market segments Acquire and analyze facts Build a graph of relations between drivers and requirements by means of brainstorming and discussions Obtain feedback extract facts from the product specification and ask why questions about the specification of existing products. where requirements may have multiple drivers discuss with customers, observe their reactions Iterate many times increased understanding often triggers the move of issues from driver to requirement or vice versa and rephrasing Figure 2.8: Method to define key drivers Limit the number of key-drivers minimal 3, maximal 6 Don t leave out the obvious key-drivers Use short names, recognized by the customer. for instance the well-known main function of the product Use market-/customer- specific names, no generic names for instance replace ease of use by minimal number of actions for experienced users, or efficiency by integral cost per patient Do not worry about the exact boundary between Customer Objective and Application create clear goal means relations Figure 2.9: Recommendations when defining key drivers business. Any feature that cannot be related back to a key driver is suspect: either it should not be there or some requirement or driver is missing. 2.8 Example Motorway Management Figure 3.2 shows an example of the requirements analysis of a motorway management system. The keydrivers of a motorway management owner are: Safety Effective Flow Smooth Operation Environment To realize these key drivers the owner applies a number of application processes. This leads to the derived application drivers. For instance to realize safety it is important to prevent accidents and to have immediate response by emergency departments in case of accidents. July 31, 2014 version: 1.5 page: 13

24 Key-drivers Derived application drivers Requirements Safety Effective Flow Smooth Operation Reduce accident rates Enforce law Improve emergency response Reduce delay due to accident Improve average speed Improve total network throughput Optimize road surface Speed up target groups Anticipate on future traffic condition Ensure traceability Ensure proper alarm handling Early hazard detection with warning and signaling Maintain safe road condition Classify and track dangerous goods vehicles Detect and warn noncompliant vehicles Enforce speed compliance Enforce red light compliance Enforce weight compliance Automatic upstream accident detection Weather condition dependent control Traffic speed and density measurement Cameras Deicing Traffic condition dependent speed control Environment Ensure system health and fault indication Reduce emissions Note: the graph is only partially elaborated for application drivers and requirements Figure 2.10: The key drivers, derived application drivers and requirements of a Motorway Management System 2.9 Requirements Value and Selection The collection of customer and operational needs is often larger than can be realized in the first release of a product. A selection step is required to generate a product specification with the customer and operational needs as input. Figure 2.11 shows the selection process as black box with its inputs and outputs. The selection process is primarily controlled by the strategy of the company. The strategy determines market, geography, timing and investments. The roadmap, based on the strategy, is giving context to the selection process for a individual products. The reality of the competitive market is the last influencing factor on the selection. The selection will often be constrained by technology, people, and process. The decisions in the selection require facts or estimates of these constraints. During the selection a lot of insight is obtained in needs, the value of needs, and the urgency. We recommend to consolidate these insights, for example by documenting the characterization of needs. The timing insights can be documented in a phased plan for requirements. The amount of needs can be so large that it is beneficial to quickly filter out the obvious requirements. For some needs it is immediately obvious that they have to be fulfilled anyway, while other needs can be delayed without any problem. Figure 2.12 shows a number of qualitative characterizations of needs, visualized in a two-dimensional matrix. For every quadrant in the matrix a conclusion is given, July 31, 2014 version: 1.5 page: 14

25 strategy roadmap competition customer needs operational needs selection process product specification need characterization requirement phasing Technology, People, Process costs and constraints Figure 2.11: The selection process produces a product specification and a phasing and characterization of requirements to prevent repetition of discussion important discuss do effort don't discuss don't discuss discuss do urgent value Figure 2.12: Simple methods for a first selection a need must be included in the specification, a need has to be discarded or the need must be discussed further. This simple qualitative approach can, for instance, be done with the following criteria: importance versus urgency customer value versus effort In the final selection step a more detailed analysis step is preferable, because this improves the understanding of the needs and results in a less changes during the development. A possible way to do this more detailed analysis is to quantify the characteristics for every requirement for the most business relevant aspects, see for examples Figure These quantifications can be given for the immediate future, but also for the somewhat remote future. In that way insight is obtained in the trend, while this information is also very useful for a discussion on the timing of the different July 31, 2014 version: 1.5 page: 15

26 Value for the customer (dis)satisfaction level for the customer Selling value (How much is the customer willing to pay?) Level of differentiation w.r.t. the competition Impact on the market share Impact on the profit margin Use relative scale, e.g =low value, 5 -high value Ask several knowledgeable people to score Discussion provides insight (don't fall in spreadsheet trap) Figure 2.13: Quantifiable Aspects for Requirements Selection requirements. In [3] a much more elaborated method for requirement evaluation and selection is described. The output of the requirement characterization and the proposed phasing can be used as input for the next update cycle of the roadmap Acknowledgements The platform project within Philips Projects provided a clear analysis of amongst others a motorway management process. Wil Hoogenstraaten contributed significantly in the creation of this requirements analysis and sharpened the model from key driver towards features and functions. Stimulating discussions with Henk Obbink and Jürgen Müller helped to shape this article. Shakil Ahmed added the regulations viewpoint. July 31, 2014 version: 0.3 page: 16

27 supplier 1 supplier 2 supplier 3 supplier 4 supplier 5 head end head end Reduce Accident rates Enforce law Improve Emergency Response Reduce delay due to accident Improve average speed Improve total network throughput Optimise road surface Speed up target groups Anticipate on future traffic condition Ensure Traceability Ensure proper alarm handling Ensure system health and fault indication competitors or complementors? Reduce emissions set top box set top box set top box television television television Early hazard detection with warning and signalling Maintain safe road condition Classify and track dangerous goods vehicles Detect and warn non compliant vehicles Enforce speed compliance Enforce red light compliance Enforce weight compliance Waterreus Heijn Gore Gandhi Sharon Hoessein van Bommel Reinders Smith Rooyakkersvan Oranje Bakker der Kinderen Obbink Pietersen Nistelrooij v.d. Hamer Bush Charite Meulengraaf Blair Clinton Jones v.d. Meulen Schijvens Koch Peper Prodi Pinochet Leonardo Kleisterlee Chirac Kok Cruijf v.d. Spijker El Khatabi Peters de Gruijter de Vries Jansen Schweitzer d'oliviera Muller Goedkoop Schroder Chapter 3 The customer objectives view Customer objectives Application Functional Conceptual Realisation key drivers Key drivers Safety Effective Flow Smooth Operation Environment Derived application drivers supplier map value chain and business models Fry's It'sRetailers Dixon Consumers Boonstra Neeskens van Hanegem Canal+ AOL Providers UPC AT&T Philips CE-TV Sony Nokia Philips CE-DN System Integrators Loewe Philips CE-PCC Philips Components Intel ST LG Microsoft Component and TI Micron Platform Suppliers Philips Semiconductors Liberate Samsung 3.1 Introduction The customer objectives view describes the goals of the customer, the what. The goal of articulating these objectives is to better understand the needs and therefore to be able to design a better product. In searching the objectives some focus on the product is needed, although the architect must keep an open mind. The architect must prevent a circular reasoning, starting from the product functionality and, blinded by the product focus, finding only objectives matching with this same functionality. Ideally the trade-offs in the customer domain become clear. For instance what is the trade-off between performance and cost, or size and performance or size and cost. The key driver method articulates the essence of the customer needs in a limited set of drivers. The customer is often driven by his context. Some of the models and methods described here address ways to understand the customer context, such as value chains and business models. Value chains and business models are used to address the customer s customer. The supplier map addresses the supplying side of the customer. Figure 3.1 shows an overview of the methods in the customer objectives view.

28 Customer objectives Application Functional Conceptual Realisation key drivers Key drivers Safety Effective Flow Smooth Operation Environment Derived application drivers Reduce Accident rates Enforce law Improve Emergency Response Reduce delay due to accident Improve average speed Improve total network throughput Optimise road surface Speed up target groups Anticipate on future traffic condition Ensure Traceability Ensure proper alarm handling Ensure system health and fault indication Reduce emissions supplier map supplier 1 supplier 2 supplier 3 supplier 4 supplier 5 competitors or complementors? Early hazard detection with warning and signalling Maintain safe road condition Classify and track dangerous goods vehicles Detect and warn non compliant vehicles Enforce speed compliance Enforce red light compliance Enforce weight compliance value chain and business models Waterreus Heijn Gore Gandhi Sharon Hoessein van Bommel Reinders Smith Rooyakkersvan Oranje Bakker der Kinderen Obbink Pietersen Neeskens Nistelrooij v.d. Hamer Bush Charite Meulengraaf van Hanegem Consumers Boonstra Blair Clinton Jones v.d. Meulen Schijvens Koch Peper Prodi Pinochet Leonardo Kleisterlee Chirac Kok Cruijf v.d. Spijker El Khatabi Peters de Gruijter de Vries Jansen Schweitzer d'oliviera Muller Goedkoop Schroder Fry's It'sRetailers Dixon Canal+ AOL Providers UPC AT&T Philips CE-TV Sony Nokia Philips CE-DN System Integrators Loewe Philips CE-PCC head end head end set top box set top box set top box television television television Philips Components Intel ST LG Microsoft Component and TI Micron Platform Suppliers Philips Semiconductors Liberate Samsung Figure 3.1: Overview of Customer Objectives View methods 3.2 Key drivers The essence of the objectives of the customers can be captured in terms of customer key drivers. The key drivers provide direction to capture requirements and to focus the development. The key drivers in the customer objectives view will be linked with requirements and design choices in the other views. The key driver submethod gains its value from relating a few sharp articulated key drivers to a much longer list of requirements. By capturing these relations a much better understanding of customer and product requirements is achieved. Figure 3.2 shows an example of key drivers for a motorway management system, an analysis performed at Philips Projects in Figure 3.3 shows a submethod how to obtain a graph linking key drivers to requirements. The first step is to define the scope of the key driver graph. For Figure 3.2 the customer is the motorway management operator. The next step is to acquire facts, for example by extracting functionality and performance figures out of the product specification. Analysis of these facts recovers implicit facts. The requirements of an existing system can be analyzed by repeating why questions. For example: Why does the system need automatic upstream accident detection?. The third step is to bring more structure in the facts, by building a graph, which July 31, 2014 version: 0.3 page: 18

29 Key-drivers Derived application drivers Requirements Safety Effective Flow Smooth Operation Environment Reduce accident rates Enforce law Improve emergency response Reduce delay due to accident Improve average speed Improve total network throughput Optimize road surface Speed up target groups Anticipate on future traffic condition Ensure traceability Ensure proper alarm handling Ensure system health and fault indication Reduce emissions Early hazard detection with warning and signaling Maintain safe road condition Classify and track dangerous goods vehicles Detect and warn noncompliant vehicles Enforce speed compliance Enforce red light compliance Enforce weight compliance Automatic upstream accident detection Weather condition dependent control Traffic speed and density measurement Cameras Deicing Traffic condition dependent speed control Note: the graph is only partially elaborated for application drivers and requirements Figure 3.2: Example of the four key drivers in a motorway management system Define the scope specific. in terms of stakeholder or market segments Acquire and analyze facts Build a graph of relations between drivers and requirements by means of brainstorming and discussions Obtain feedback extract facts from the product specification and ask why questions about the specification of existing products. where requirements may have multiple drivers discuss with customers, observe their reactions Iterate many times increased understanding often triggers the move of issues from driver to requirement or vice versa and rephrasing Figure 3.3: Submethod to link key drivers to requirements, existing of the iteration over four steps connects requirements to key drivers. A workshop with brainstorms and discussions is an effective way to obtain the graph. The last step is to obtain feedback from customers. The total graph can have many n:m relations, i.e. requirements that serve many drivers and drivers that are supported by many requirements. The graph is good if the customers are enthusiastic about the key drivers and the derived application drivers. If a lot of explaining is required then the understanding of the customer is far from complete. Frequent iterations over these steps improves the quality of the understanding of the customer s viewpoint. Every iteration causes moves of elements in the graph in driver or requirement direction and also causes rephrasing of elements in the graph. Figure 3.4 shows an additional set of recommendations for applying the key driver submethod. The most important goals of the customer are obtained by July 31, 2014 version: 0.3 page: 19

30 Limit the number of key-drivers minimal 3, maximal 6 Don t leave out the obvious key-drivers Use short names, recognized by the customer. for instance the well-known main function of the product Use market-/customer- specific names, no generic names for instance replace ease of use by minimal number of actions for experienced users, or efficiency by integral cost per patient Do not worry about the exact boundary between Customer Objective and Application create clear goal means relations Figure 3.4: Recommendations for applying the key driver submethod limiting the number of key drivers. In this way the participants in the discussion are forced to make choices. The focus in product innovation is often on differentiating features, or unique selling points. As a consequence, the core functionality from the customer s point of view may get insufficient attention. An example of this are cell phones that are overloaded with features, but that have a poor user interface to make connections. The core functionality must be dominantly present in the graph. The naming used in the graph must fit in the customer world and be as specific as possible. Very generic names tend to be true, but they do not help to really understand the customer s viewpoint. The boundary between the Customer Objectives view and the Application view is not very sharp. When creating the graph that relates key drivers to requirements one frequently experiences that a key driver is phrased in terms of a (partial) solution. If this happens either the key driver has to be rephrased or the solution should be moved to the requirement (or even realization) side of the graph. A repetition of this kind of iterations increases the insight in the needs of the customer in relation to the characteristics of the product. The why, what and how questions can help to rephrase drivers and requirements. The graph is good if the relations between goals and means are clear for all stakeholders. 3.3 Value chain and business models The position of the customer in the value chain and the business models deployed by the players in the value chain are important factors in understanding the goals of this customer. Figure 3.5 shows an example value chain from the Consumer Electronics Domain. At the start of the chain are the component suppliers, making chips and other elementary components such as optical drives, displays, et cetera. These components are used by system integrators, building the consumer appliances, such as televisions, set top boxes and cellphones. Note that this value chain is often longer July 31, 2014 version: 0.3 page: 20

31 than shown here, where components are aggregated in larger components into subassemblies and finally into systems. Waterreus Heijn Gore Gandhi Sharon Hoessein van Bommel Reinders Smith Rooyakkers van Oranje Bakker der Kinderen Obbink Pietersen Neeskens Nistelrooij Bush Charite Meulengraaf van Hanegem v.d. Hamer Consumers Boonstra Blair Clinton v.d. Meulen Schijvens Jones Koch Peper Prodi Pinochet Kleisterlee Kok Cruijf Leonardo Chirac El Khatabi v.d. Spijker Peters de Gruijter Jansen de Vries Schweitzer d'oliviera Muller Goedkoop Schroder Fry's It's Retailers Dixon Canal+ UPC AOL Providers AT&T Philips CE-TV Intel Microsoft Sony System Integrators Loewe Philips Components Nokia Philips CE-DN Philips CE-PCC Component and Platform Suppliers Micron Philips Semiconductors Liberate ST LG TI Samsung Figure 3.5: Example value chain The consumer appliances itself are distributed through 2 different channels: the retailers and the service providers. Retailers sell appliances directly to the consumers, earning their money with this appliance sales and sometimes also with maintenance contracts for these appliances. Providers sell services (for instance telecom, internet), where the appliance is the means to access these services. The providers earn their money via the recurring revenues of the services. Retailers and service providers have entirely different business models, which will be reflected by differences in the key drivers for both parties. Reality is even much more complicated. For instance adding the content providers to the value chain adds an additional set of business models, with a lot of conflicting interests (especially Digital Rights Management, which is of high importance for the content providers, but is often highly conflicting with (legal) consumer interests). 3.4 Suppliers The value chain must be described from the point of view of the customer. The customer sees your company as one of the (potential) suppliers. From the customer point of view products from many suppliers have to be integrated to create the total solution for his needs. In terms of your own company this means that you have to make a map of competitors and complementers, which together will supply the solution to the customer. Figure 3.6 shows an example of a simple supplier map for a cable July 31, 2014 version: 0.2 page: 21

32 competitors or complementers? Suppliers of appliances, services and content are colour coded. consumer The customer does business with many suppliers, and has to integrate the products of many suppliers Disney Sony content content UPC Philips Philips NDS set Sagem top Loewe television Philips box set top Sony Sony head end content cable television box set head end television cable top box cable provider consumer world Figure 3.6: Example of simple supplier map for a cable provider provider. If your company is delivering set top boxes, then some companies can be viewed as competitor and complementer at the same time. July 31, 2014 version: 0.2 page: 22

33 Chapter 4 The application view 8:30 9:00 9:30 10:00 10:30 patient 1, intestinal investigation patient 2, simple X-ray patient 3, intestinal investigation patient 4, intestinal investigation patient 5, intestinal investigation waiting room changing room URF examination room 4.1 Introduction The application view is used to understand how the customer is achieving his objectives. The methods and models used in the application view should discuss the customer s world. Figure 4.1 shows an overview of the methods discussed here. The customer is a gross generalization, which can be made more specific by identifying the customer stakeholders and their concerns, see section 4.2. The customer is operating in a wider world, which he only partially controls. A context diagram shows the context of the customer, see section 4.3. Note that part of this context may interface actively with the product, while most of this context simply exists as neighboring entities. The fact that no interface exists is no reason not to take these entities into account, for instance to prevent unwanted duplication of functionality. The customer domain can be modelled in static and dynamic models. Entity relationship models (section 4.4) show a static view on the domain, which can be complemented by dynamic models (section 4.5).

34 Customer objectives Application Functional Conceptual Realisation stakeholders and concerns context diagrams entity relationship models dynamic models 8:30 9:00 9:30 10:00 10:30 soaps canned channel transmits movies sports described by age, sex, violence attributes patient 1, intestinal investigation patient 2, simple X-ray patient 3, intestinal investigation selects news content life informs patient 4, intestinal investigation patient 5, intestinal investigation parents tuner TV screen TV children tuner storage video recorder waiting room changing room URF examination room Figure 4.1: Overview of methods and models that can be used in the application view 4.2 Customer stakeholders and concerns In the daily use of the system many human and organizational entities are involved, all of them with their own interests. Of course many of these stakeholders will also appear in the static entity relationship models. However human and organizations are very complex entities, with psychological, social and cultural characteristics, all of them influencing the way the customer is working. These stakeholders have multiple concerns, which determine their needs and behavior. Figure 4.2 shows stakeholders and concerns for an MRI scanner. The IEEE 1471 standard about architectural descriptions uses stakeholders and concerns as the starting point for an architectural description. Identification and articulation of the stakeholders and concerns is a first step in understanding the application domain. The next step can be to gain insight in the informal relationships. In many cases the formal relationships, such as organization charts and process descriptions are solely used for this view, which is a horrible mistake. Many organizations function thanks to the unwritten information flows of the social system. Insight in the informal side is required to prevent a solution which does only work in theory. July 31, 2014 version: 0.2 page: 24

35 government cost of care financial dir. cash flow cost of op. insurance cost of care administration patient id invoice general practitioner patient ref. physician diagnosis treatment radiologist diagnosis reimburstment nurse patient ease of work patient comfort health family support inspection quality operator ease of use legend administrative clinical IT dep. conformance security facility man. space service supp. maintainer accessibility safety cleaner accessibility safety patient support Figure 4.2: Stakeholders and concerns of an MRI scanner 4.3 Context diagram The system is operating in the customer domain in the context of the customer. In the customer context many systems have some relationship with the system, quite often without having a direct interface. fleet management urban traffic control advanced vehicle control taxes car administration government competing or cooperating? administrative airports railways maintenance contractors motorway management system special destinations third party specialized segments toll tunnel environmental monitoring other concerns special applications needed for contingencies add-ons car repair towing service bus lanes lorry lanes restaurants gas stations Figure 4.3: Systems in the context of a motorway management system Figure 4.3 shows a simple context diagram of a motorway management system. Tunnels and toll stations often have their own local management systems, although they are part of the same motorway. The motorway is connecting destinations, such as urban areas. Urban areas have many traffic systems, such as traffic management (traffic lights) and parking systems. For every system in the context questions can be asked, such as: is there a need to interface directly (e.g. show parking information to people still on the highway) is duplication of functionality required (measuring traffic density and sending it to a central traffic control center) July 31, 2014 version: 0.2 page: 25

36 4.4 Entity relationship model The OO (Object Oriented software) world is quite used to entity relationship diagrams. These diagrams model the outside world in such a way that the system can interact with the outside world. These models belong in the CAFCR thinking in the conceptual view. The entity relationship models advocated here model the customers world in terms of entities in this world and relations between them. Additionally also the activities performed on the entities can be modelled. The main purpose of this modelling is to gain insight in how the customer is achieving his objectives. One of the major problems of understanding the customers world is its infinite size and complexity. The art of making an useful entity relationship model is to very carefully select what to include in the model and therefore also what not to include. Models in the application view, especially this entity relationship model, are by definition far from complete. channel transmits soaps movies sports canned described by age, sex, violence attributes selects news content live informs tuner TV screen TV parents children tuner storage video recorder Figure 4.4: Diagram with entities and relationship for a simple TV appliance Figure 4.4 shows an example of an entity relationship model for a simple TV. Part of the model shows the well recognizable flow of video content (the bottom part of the diagram), while the top part shows a few essential facts about the contents. The layout and semantics of the blocks are not strict, these form-factors are secondary to expressing the essence of the application. 4.5 Dynamic models Many models, such as entity relationship models, make the static relationships explicit, but don t address the dynamics of the system. Many different models can be used to model the dynamics, or in other words to model the behavior in time. Examples are of dynamic models are shown in figure 4.5 July 31, 2014 version: 0.2 page: 26

37 flow models people goods information state diagrams wait for screening problem wait for exam exam wait for diagnose acute exam no problem 20:00 20:30 21:00 21:30 22:00 22:30 time line start movie view phone rings pause viewing broadcast talk record play end movie view finish conversation resume viewing Figure 4.5: Examples of dynamic models Productivity and Cost of ownership models are internally based on dynamic models, although the result is often a more simplified parameterized model, see figure 4.6. Figure 4.7 shows an example of a time-line model for an URF examination room. The involved rooms play an important role in this model, therefore an example geographical layout is shown to explain the essence of the time-line model. The patient must have been fasting for an intestine investigation. In the beginning of the examination the patient gets a barium meal, which slowly moves through the intestines. About every quarter of an hour a few X-ray images-images are made of the intestines filled with barium. This type of examination is interleaving multiple patients to efficiently use the expensive equipment and clinical personnel operating it. July 31, 2014 version: 1.1 page: 27

38 typical use events configuration working conditions productivity model production rate Cost Of Ownership model radiologist personnel nurse security administration operator consumables service facilities financing Figure 4.6: Productivity and cost models 8:30 9:00 9:30 10:00 10:30 patient 1, intestinal investigation patient 2, simple X-ray patient 3, intestinal investigation patient 4, intestinal investigation patient 5, intestinal investigation waiting room changing room URF examination room Figure 4.7: Dynamics of an URF examination room July 31, 2014 version: 1.1 page: 28

39 Chapter 5 Story How To What does Customer need in Product and Why? Product How Customer What Customer How Product What Customer objectives Application Functional Conceptual Realization market vision story a priori solution knowledge analyze design case analyze design design 5.1 Introduction Starting a new product definition often derails in long discussions about generic specification and design issues. Due to lack of reality check these discussions are very risky, and often way too theoretical. Story telling followed by specific analysis and design work is a complementary method to do in-depth exploration of parts of the specification and design. The method provided here, based on story telling, is a powerful means to get the product definition quickly in a concrete factual discussion. The method is especially good in improving the communication between the different stakeholders. This communication is tuned to the stakeholders involved in the different CAFCR views: the story and use case can be exchanged in ways that are understandable for both marketing-oriented people as well as for designers. Figure 5.1 positions the story in the customer objectives view and application view. A good story combines a clear market vision with a priori realization know how. The story itself must be expressed entirely in customer terms, no solution jargon is allowed.

40 What does Customer need in Product and Why? Product How Customer What Customer How Product What Customer objectives Application Functional Conceptual Realization market vision story a priori solution knowledge analyze design case analyze design design Figure 5.1: From story to design ca. half a page of plain English text A day in the life of Bob bla blah bla, rabarber music bla bla composer bla bla qwwwety30 zeps. nja nja njet njippie est quo vadis? Pjotr jaleski bla bla bla brree fgfg gsg hgrg mjmm bas engel heeft een interressant excuus, lex stelt voor om vanavond door te werken. Yes or No draft or sketch of some essential appliance In the middle of the night he is awake and decides to change the world forever. that is the question The next hour the great event takes place: This brilliant invention will change the world foreverbecause it is so unique and valuable that nobody beliefs the feasibility. It is great and WOW at the same time, highly exciting. Vtables are seen as the soltution for an indirection problem. The invention of Bob will obsolete all of this in one incredibke move, which will make him famous forever. He opens his PDA, logs in and enters his provate secure unqiue non trivial password, followed by a thorough authentication. The PDA asks for the fingerprint of this little left toe and to pronounce the word shit. After passing this test Bob can continue. 5.2 How to Create a Story? Figure 5.2: Example story layout A story is a short single page story, as shown in Figure 5.2, preferably illustrated with sketches of the most relevant elements of the story, for instance the look and feel of the system being used. Other media such as cartoons, animations, video or demonstrations using mockups can be used also. The duration or the size of the story must be limited to enable focus on the essentials. Every story has a purpose, something the design team wants to learn or explore. The purpose of the story is often in the conceptual and realization views. The scope of the story must be chosen carefully. A wide scope is useful to understand a wide context, but leaves many details unexplored. An approach is to use recursively refined stories: an overall story setting the context and a few other stories zooming July 31, 2014 version: 1.1 page: 30

41 in on aspects of the overall story. The story can be written from several stakeholder viewpoints. The viewpoints should be carefully chosen. Note that the story is also an important means of communication with customers, marketing managers and other domain experts. Some of the stakeholder viewpoints are especially useful in this communication. The size of the story is rather critical. Only short stories serve the purpose of discussion catalyst. At the same time all stakeholders have plenty of questions that can be answered by extending the story. It is recommended to really limit the size of the story. One way of doing this is by consolidating additional information in a separate document. For instance, in such a document the point of the story in customer perspective, the purpose of the story in the technology exploration, and the implicit assumptions about the customer and system context can be documented. 5.3 How to Use a Story? The story itself must be very accessible for all stakeholders. The story must be attractive and appealing to facilitate communication and discussion between those stakeholders. The story is also used as input for a more systematic analysis of the product specification in the functional view. All functions, performance figures and quality attributes are extracted from the story. The analysis results are used to explore the design options. Normally several iterations will take place between story, case and design exploration. During the first iteration many questions will be raised in the case analysis and design, which are caused by the story being insufficiently specific. This needs to be addressed by making the story more explicit. Care should be taken that the story stays in the Customers views and that the story is not extended too much. The story should be sharpened, in other words made more explicit, to answer the questions. After a few iterations a clear integral overview and understanding emerges for this very specific story. This insight is used as a starting point to create a more complete specification and design. 5.4 Criteria Figure 5.3 shows the criteria for a good story. It is recommended to assess a story against this checklist and either improve a story such that it meets all the criteria or to reject the story. Fulfillment of these criteria helps to obtain a useful story. The set of five criteria is a necessary but not sufficient set of criteria. The value of a story can only be measured in retrospect by determining the contribution of the story to the specification and design process. July 31, 2014 version: 1.1 page: 31

42 Customer objectives Application accessible, understandable "Do you see it in front of you?" Customer objectives Application Conceptual Realization valuable, appealing critical, challenging attractive, important "Are customers queuing up for this?" "What is difficult in the realization?" "What do you learn w.r.t. the design?" Application frequent, no exceptional niche "Does it add significantly to the bottom line?" Application Functional specific names, ages, amounts, durations, titles,... Figure 5.3: criteria for a good story Accessible, understandable The main function of a story is to make the opportunity or problem communicable with all the stakeholders. This means that the story must be accessible and understandable for all stakeholders. The description or presentation should be such that all stakeholders can live through, experience or imagine the story. A good story is not a sheet of paper, it is a living story. Important, valuable, appealing, attractive The opportunity or problem (idea, product, function or feature) must be significant for the target customers. This means that it should be important for them, or valuable; it should be appealing and attractive. Most stories fail on this criterium. Some so-so opportunity (whistle and belltype) is used, where nobody gets really enthusiastic. If this is the case more creativity is required to change the story to an useful level of importance. Critical, challenging The purpose of the story is to learn, define, analyze new products or features. If the implementation of a story is trivial, nothing will be learned. If all other criteria are met and no product exists yet, than just do it, because it is clearly a quick win! If the implementation is challenging, then the story is a good vehicle to study the trade-offs and choices to be made. Frequent, no exceptional niche Especially in the early exploration it is important to focus on the main line, the typical case. Later in the system design more specialized cases will be needed to analyze for instance more exceptional worst case situations. July 31, 2014 version: 1.1 page: 32

43 A typical case is characterized by being frequent, it should not be an exceptional niche. Specific The value of a story is the specificity. Most system descriptions are very generic and therefore very powerful, but at the same time very non specific. A good story provides focus on a single story, one occasion only. In other words the thread of the story should be very specific. Specificity can be achieved in social, cultural, emotional or demographic details, such as names, ages, and locations. Eleven year old Jane in Shanghai is a very different setting than Eighty two year old John in an Amsterdam care center. Note that these social, cultural, emotional or demographic details also help in the engagement of the audience. More analytical stories can be too sterile for the audience. Another form of specificity is information that helps to quantify. For example, using Doctor Zhivago as movie content sets the duration to 200 minutes. Stories often need lots of these kinds of detail to facilitate later specification and design analysis. When during the use of the story more quantification is needed, then the story can be modified such that it provides that information. A good story is in all aspects as specific as possible, which means that: persons playing a role in the story preferably have a name, age, and other relevant attributes the time and location are specific (if relevant) the content is specific (for instance is listening for 2 hours to songs of the Beatles) Story writers sometimes want to show multiple possibilities and describe somewhere an escaping paragraph to fit in all the potential goodies (Aardvark works, sleeps, eats, swims et cetera, while listening to his Wow56). Simply leave out such an paragraph, it only degrades the focus and value of the story. 5.5 Example Story Figure 5.4 shows an example of a story for hearing aids. The story first discusses the problem an elderly lady suffers from due to imperfect hearing aids. The story continues with postulated new devices that helps her to participate again in an active social life. Figure 5.5 shows for the value and the challenge criteria what this story contributes. July 31, 2014 version: 0.1 page: 33

44 Betty is a 70-year-old woman who lives in Eindhoven. Three years ago her husband passed away, and since then, she lives in a home for the elderly. Her two children, Angela and Robert, come and visit her every weekend, often with Betty s grandchildren Ashley and Christopher. As with so many women of her age, Betty is reluctant to touch anything that has a technical appearance. She knows how to operate her television, but a VCR or even a DVD player is way to complex. When Betty turned 60, she stopped working in a sewing studio. Her work in this noisy environment made her hard-of-hearing with a hearing-loss of 70dB around 2kHz. The rest of the frequency spectrum shows a loss of about 45dB. This is why she had problems understanding her grandchildren and why her children urged her to apply for hearing aids two years ago. Her technophobia (and her first hints or arthritis) inhibit her from changing her hearing aids batteries. Fortunately, her children can do this every weekend. This Wednesday, Betty visits the weekly Bingo afternoon in the meeting place of the old-folk s home. It s summer now and the tables are outside. With all those people there, it s a lot of chatter and babble. Two years ago, Betty would never go to the bingo: I cannot hear a thing when everyone babbles and clatters with the coffee cups. How can I hear the winning numbers?!. Now that she has her new digital hearing instruments, even in the bingo cacophony, she can understand everyone she looks at. Her social life has improved a lot, and she even won the bingo a few times. source: Roland Mathijssen Embedded Systems Institute Eindhoven That same night, together with her friend Janet, she attends Mozart s opera The Magic Flute. Two years earlier, this would have been one big low rumbly mess, but now she even hears the sparkling high piccolos. Her other friend Carol never joins their visits to the theaters. Carol also has hearing aids; however, hers only work well in normal conversations. When I hear music, it s as if a butcher s knife cuts through my head. It s way too sharp!. So Carol prefers to take her hearing aids out, missing most of the fun. Betty is so happy that her hearing instruments simply know where they are and adapt to their environment. 5.6 Acknowledgements Figure 5.4: Example of a story Within the IST-SWA research group lots of work has been done on scenario and story based architecting, amongst others by Christian Huiban and Henk Obbink. Rik Willems helped me to sharpen the specificity criterium. Melvin Zaya provided feedback on the importance of the story context and the point of the story. Roland Mathijssen provided an example story. July 31, 2014 version: 0.1 page: 34