Video Transcript
Narrator: A new expense reporting package rolled out to the whole organization overnight. Max, our intrepid IT support team member, is settling in for the day ahead.
Max: IT Support, how can I help you?
Bob: Hi, hey, how ya doing? I need to submit an expense report and I can’t figure out where to download the app for my Blackberry. I only see links for iOS and Android.
Max: Oh, yeah, hang on, I just got the documentation on this new system this morning. (Clicks around on her screen, appears to read something). OK – the reason you can’t find a download is because this package doesn’t support BlackberryOS.
Bob: You have GOT to be kidding. What is wrong with you guys in IT?
Max: Yeah, whatever….
Non-Functional Fail #1: Compatibility
Max: IT Support, how can I help you?
Kathy: Hey, I’m trying to run a report to show monthly expense submissions for my team. I’ve been waiting for about five minutes now, but nothing seems to be happening.
Max: Um, yeah, there have been some reports of performance problems with this new release. Just give it a bit, and it should complete for you.
Kathy: I *hate* new software releases!
Non-Functional Fail #2: Performance
Max: IT Support, how can I help you?
Mary: I’m trying to figure out how to attach copies of my receipts to my expense report. I tried to drag and drop them in, but it’s not working.
Max: OK, happy to help. So have you already scanned your receipts?
Mary: No – do I need a scanner? I don’t have a scanner. Who do I talk to about getting a scanner?
Max: Oh — no – no – it’s OK, you can just take pictures of them instead, like with your cell phone.
Mary: Well, why didn’t you say that to start with? I have pictures. So how do I get them onto my expense report?
Max: Unfortunately, drag and drop is not a feature in this package. You’ll need to click on the “Upload” button and then choose the pictures that you want to attach.
Mary: I don’t see an upload button.
Max: OK, can you scroll down to the bottom for me?
Mary: I did, and I still don’t see it.
Max: Yeah, it can be kinda hard to find.
Mary: Oh – you mean the button that has the plus sign on it?
Max: Yep! That’s the one.
Mary: I’m clicking, but nothing’s happening…
Max: OK…..
Non-Functional Fail #3: Usability
Max: IT Support, how can I help you?
Veronique (in French): Hi, this is Veronique, can you tell me how to switch to the French version of the app?
Max: Um….uh…don’t speak…do you speak English?
Veronique: Yeah yeah yeah, but I want to use the French version of the app.
Max: I’m sorry ma’am, unfortunately, the app is English only at this time.
Veronique: How can that be? My team is in Quebec so we must have French! And we need to be able to file using Canadian dollars, not US. How can we do that?
Max: Um..uh…
Veronique:(Very uncomplimentary things in French)
Non-Functional Fail #4: Localization
Scott: There’s a planned outage on Tuesday at noon? Seriously? What are you thinking? And when will I have service again?
Max: Um…..
Non-Functional Fail #5: Availability
Caller 5: What do you mean, it doesn’t work with our single sign-on? That’s nuts! No way do I want to have to deal with getting a code via text every time I need to approve somebody’s report!
Max: Um….
Non-Functional Fail #6: Security
Like it or not, nonfunctional requirements are critically important. You can have the most functionally sound solution in the world, and it will still not be successful if you miss key nonfunctional requirements. This month we’re sharing a job aid that summarizes common nonfunctional categories and gives examples. If you’d like to learn more, consider taking our Use Case Modeling and Solution requirements class. It also covers nonfunctional requirements in detail. You’ll have the chance to practice developing excellent non-functional requirements. Your users – and Max – will love you for it!
Get the rest of the story!
This article is part of a series that we wrote based on challenges we faced during our own CRM conversion project in 2024. Each month we highlight a particular challenge and share tips, techniques, and tools you can use if you find yourself in a similar situation.
Kathy Claycomb
Managing Partner, Lead Expert
Kathy Claycomb brings over 35 years of experience to the classroom. She has participated in all phases of solution development using everything from agile to waterfall methodologies (and quite a few in between). Before joining B2T, her career spanned roles from application developer to Senior Director of Services at various organizations. Kathy has broad industry background including transportation, manufacturing, insurance, energy, healthcare, and banking.
Kathy’s first love is teaching, and throughout her career she has always managed to spend a portion of her time instructing. She has an engaging, highly interactive teaching style that ensures students leave the course with a thorough grasp of the material. Her students consistently praise her teaching abilities and her talent for drawing on her personal experience to enhance their learning.
Kathy served as the Technical Editor for Business Analysis for Dummies, 2nd Edition.
