I recently had a discussion with a friend of mine who does quality assurance
for customer service processes. He just started work at Bank of America in
charge of quality so I was wondering what he did exactly. As we chatted
about our work, we eventually came to the conclusion that we basically do
the same thing -- I insure that digitally mediated processes where someone
interacts with a screen or a product work optimally in a way that best
benefits the user while he focuses on human mediated processes to insure
that the way a person interacts with another person or non-digital process
at the bank is optimized. Hmmmm...
Many of the methods that we used were similar -- customer interviews, task
analysis, understanding processes from the perspective of the customer not
the company. However, he said that his work was based on "Six Sigma" and
"Kano Model" methods which blended qualitative and quantitative research to
identify areas for focus and prove the benefit of spending money on fixing
them. Does anyone out there know about these models or tried applying them
to interaction design?