Computer Sciences

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Customer support design considerations for an information system. Paper presented at the 1st Namibia Customer Service Awards & Conference, 2014.
(NUST, 2014) Lazarus, Victoria; Nggada, Shawulu Hunira; Dheedan, Amer
The efficiency of an information system could be traced to its design. Typically, information systems are designed with immense focus on the business logic and direct users of such systems, and not the customers who may be the indirect users of the system. The problem associated with such design is that it is not customer inclusive and this deficiency would over time lead to customer dissatisfaction. In safety-critical systems, the users and customers are both taken into account while designing the system. This practice is less pronounced in the design of information systems. This paper identifies the similarities and dissimilarities between a user and a customer, investigates an approach to designing information systems that supports the needs of customers and finally develops an architectural framework in line with a customer-centred design for an information system.