Docstoc

PowerPoint Presentation - National e-Science Centre

Document Sample
PowerPoint Presentation - National e-Science Centre Powered By Docstoc
					Structuring dependable on-line
services: A case study using
internet grocery shopping

     Gordon Baxter, Budi Arief,
  Shamus Smith and Andrew Monk
Outline
   DIY internet grocery shopping
   GSETDIFY internet grocery shopping
   Net Neighbours scheme
        Structure and Dependability issues
   Summary
   Future work


15 March 2005          Edinburgh DIRCshop     2
DIY internet shopping HTA
1.     Register with supermarket        2.5 Be in to receive groceries
2.     Perform shopping                 2.6 Check groceries and
       activities                         return any unwanted
       2.1 Decide groceries               substitutions/error
       required                         2.7 Put away groceries
       2.2 Select groceries (on-        2.8 Check credit card
       line)                              statement
       2.3 Select delivery slot         Plan: 2.1 then 2.2 and 2.3 in any
       (on-line)                          order, then 2.4 – 2.8 in order
       2.4 Pay for groceries with       Plan: 1 only once then repeat 2
       credit card (on-line)              as necessary


15 March 2005               Edinburgh DIRCshop                          3
DIY internet shopping diagram
    Supermarket

                              On-line, credit card

                              Email or web confirmation
                              Goods delivery

        Client




15 March 2005     Edinburgh DIRCshop                      4
DIY, Possible Exceptions
   Problem in registering with supermarket
        Cannot understand purpose or jargon
        No email account
   No suitable delivery slot
   No credit card for payment
   Forget or unable to be in for delivery
   Delivery does not arrive on time
   Essential items are not delivered
   Apparent error on credit card statement
15 March 2005           Edinburgh DIRCshop     5
GSETDIFY internet shopping
   Get Someone Else To Do It For You…
        No internet connection
        Difficulty with interface
   Slight modification to the DIY
    approach…
        More stakeholders
        More complex structure

15 March 2005           Edinburgh DIRCshop   6
GSETDIFY shopping diagram
    Supermarket

                               On-line, credit card
    Intermediary               Email or web confirmation
                               Goods delivery

        Client




15 March 2005      Edinburgh DIRCshop                      7
Net Neighbours
   Based in York
        Providing social contact & shopping service
   Stakeholders:
        Elderly people (clients)
        Volunteers (intermediary)
        Age Concern York (intermediary)
             Development Worker
        Local Supermarkets

15 March 2005            Edinburgh DIRCshop        8
Net Neighbours (contd.)
   Interactions
        Client – Volunteer: over the phone
        Volunteer – Supermarket: on-line
        Volunteer – Development Worker: over the
         phone
        Client – Development Worker: over the
         phone and possibly face-to-face


15 March 2005         Edinburgh DIRCshop        9
Net Neighbours HTA (1)
1. DW Register Volunteer
   1.1 DW Get references
   1.2 ACY Train volunteer to work with
   older people
   1.3 ACY Train volunteer to use service
2. DW Register client with supermarket
3. DW Match volunteer to client
4. DW, V, C Introduce Volunteer to Client

15 March 2005   Edinburgh DIRCshop     10
Net Neighbours HTA (2)
5. V, C Perform shopping activities
    5.1 C Decide groceries required
    5.2 V, C Select groceries (on-line)
    5.3 V, C Select delivery slot (on-line)
    5.4 V Pay for groceries with credit
    card (on-line)
    5.5 V Send order details to DW
    5.6 V, C Agree time for next call

15 March 2005    Edinburgh DIRCshop           11
Net Neighbours HTA (3)
       5.7 C Be in to receive groceries
       5.8 C Check groceries and return
       unwanted substitutions/error
       5.9 C Put away groceries
       5.10 C Send receipt and cheque to
       ACY
       5.11 ACY Arrange reimbursement for
       volunteer
15 March 2005      Edinburgh DIRCshop       12
Net Neighbours HTA (4)
   5.12 V Check credit card statement
   Plan: 5.1 then 5.2 and 5.3 in any order,
   then 5.4 – 5.11 in that order, 5.12 when
   available
6. ACY Audit payments and receipts
Plan: 1 – 4 only once then repeat 5 and 6 as
       necessary

15 March 2005      Edinburgh DIRCshop          13
Net Neighbours, simplified shopping diagram
              Supermarket



    Client                  Volunteer




                  ACY

                            Phone call
                            On-line, credit card
                            Email or web confirmation
                            Goods delivery
                            Payment and reimbursement
Structure and Dependability
   Multiple stakeholders
        Separated in time and space
        Each has different views
        Extra communication
        Trust issues and dependencies




15 March 2005         Edinburgh DIRCshop   15
Possible exceptions: clients
   No suitable delivery slot
   Forget or unable to be in for delivery
   Delivery does not arrive on time
   Essential items are not delivered
   No bank account for payment to ACY
   Volunteer does not ring as agreed
   Insensitive volunteer upsets client
15 March 2005      Edinburgh DIRCshop        16
Possible exceptions: volunteer
   No suitable time for next call
   Delay in reimbursement from ACY
   Apparent error on credit card statement




15 March 2005     Edinburgh DIRCshop      17
Possible exceptions: ACY
   Volunteer does not ring as agreed
   Essential items are not delivered
   Client does not send payment and/or
    receipt
   Reimbursement error or delay causes
    volunteer to resign
   Insensitive volunteer upsets client
   Apparent error in audit
15 March 2005    Edinburgh DIRCshop       18
More on Dependability
   ACY facilitates dependable service
   Measures taken:
        Development worker to handle exceptions
        Volunteers selection and training




15 March 2005         Edinburgh DIRCshop           19
Summary
   DIY and GSETDIFY grocery shopping
        Stakeholders and structure issues
        Dependability lies in the way the service is
         administered
   Benefits of Net Neighbours scheme:
        Grocery shopping for elderly people
        Socialising medium


15 March 2005           Edinburgh DIRCshop          20
Future work
   Extending Net Neighbours scheme
        Other shopping purposes?
             Books, train timetables, etc.
        More clients and volunteers
   Adding another stakeholder
        friend or relative physically visits the client



15 March 2005               Edinburgh DIRCshop         21

				
DOCUMENT INFO