System Design: the Customer Satisfaction Prescription by Paul Ousterhout, Software Deployment Expert

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Like a good doctor conducting a physical exam, the best software system designer knows the importance of listening to the patient. In a field as technical and jargon-heavy as system design, it is the rare developer who knows how to divine the customer´s real needs. Asking the right questions can ensure that custom software really solves user problems instead of creating new ones. When selecting a software deployment contractor, give extra points to the vendor who asks these important questions:

System Design Question 1: Where does it hurt? Although the client may have a solution in mind, the most effective system design begins with a thorough discussion of the problem to be solved. To address your unique situation, the developer must get to the heart of the matter rather than let you write your own prescription. The wise system designer will look beyond what the customer asks for to gauge the problem accurately.

Consider the tool sales executive who thought he needed a training program for retail clerks unfamiliar with the uses of his products. Asking about the problem allowed the system designer to identify the real need. The result -- a question-and-answer software interface between customer, clerk, and store inventory – was a far more effective and dynamic solution than any training program would have been.

System Design Question 2: What other symptoms are you experiencing? Becoming fully acquainted with the customer´s situation may allow the system designer to solve two problems with one system. In the tool company´s case, the new system design helped with inventory management as well as customer service.

System Design Question 3: What has prevented you from solving this problem in the past? Identifying entrenched obstacles and friction points will help the programmer develop a workable plan for system design and implementation. Whether past roadblocks were operational, financial or political, effective planning must take them into account to ensure long-term success.

System Design Question 4: Who will use this system? What might their objections be? The tool company´s new software interface helped rookie sales clerks serve customers better, but veteran employees proud of their comprehensive product knowledge might have seen the system as an automated rival. Anticipating these objections, the system designer showed veterans that the new solution wouldn´t replace their expertise, but give them more time to help customers instead of running interference for their less knowledgeable colleagues. As a result, old-timers and rookies alike embraced the new system – a key factor in a smooth transition.

System Design Question 5: Do you understand the words coming out of my mouth? Beware the system designer who tries to dazzle you with buzzwords and bully you with technical mumbo-jumbo instead of listening to your concerns. Many system designers see every customer as a new opportunity to show off their favorite tricks, regardless of the customer´s needs. The result may be a system with exotic features you don´t need or want. Look instead for a system design partner who is dedicated to solving your problems and communicates in language you understand.

A new software system can cure business ills, but it may involve significant risk. To minimize risk and ensure effective system design and deployment, look for a partner who knows how to ask the right questions and listen to the customer.

To learn more about selecting a software system design partner, please e-mail paul@BATMANNConsulting.com.

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