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{{Paper
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|storemode=property
|title=A bit of "Persona", a bit of "Goal", a bit of "Process" ... a recipe for Analyzing User Intensive Software Systems
|pdfUrl=https://ceur-ws.org/Vol-586/iStar10-paper07.pdf
|volume=Vol-586
|dblpUrl=https://dblp.org/rec/conf/istar/FrancescomarinoLMNQSPSTZ10
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==A bit of "Persona", a bit of "Goal", a bit of "Process" ... a recipe for Analyzing User Intensive Software Systems==
https://ceur-ws.org/Vol-586/iStar10-paper07.pdf
A bit of “Persona”, a bit of “Goal”, a bit of
“Process” ... a recipe for Analyzing User
Intensive Software Systems
Chiara Di Francescomarino, Chiara Leonardi, Alessandro Marchetto, Cu D.
Nguyen, Nauman A. Qureshi, Luca Sabatucci, Anna Perini, Angelo Susi, Paolo
Tonella, and Massimo Zancanaro
Fondazione Bruno Kessler, Povo, Trento, Italy
{dfmchiara,cleonardi,marchetto,cunduy,qureshi,sabatucci,
perini,susi,tonella,zancana}@fbk.eu
Abstract. The centrality of users in the design and development of com-
plex systems, such as service-based applications, calls for new methodolo-
gies and techniques to extract and represent user needs and to translate
them into real processes.
In this short paper, we describe the integration of concepts and analysis
techniques of different approaches, namely Goal-Oriented Requirements
Engineering, User-Centred Design and Process-Oriented Modeling, that
are being developed in the context of two projects related to Ambient
Assisted Living and Internet of Services.
Key words: Goal-Oriented paradigm, User-Centred Design, Require-
ments Engineering, Business Process Modeling
1 Introduction
The central role of the users in the design and evolution of complex systems,
such as service-based applications for the Internet of Services (IOS1 ) or Ambient
Assisted Living systems, has been widely recognized in the last years [1, 2]. Thus,
to stress this aspect, we refer them as “user intensive” systems.
Goal-oriented Requirements Engineering (GORE) plays a fundamental role
in the development of this kind of systems, enabling reasoning about the domain
features with the aim of identifying conflicts and of checking for validity of
functional and non-functional requirements. This technique has been exploited in
the ACube project2 , whose goal is to study technologies for monitoring complex
environments that can be applied in areas such as assisted living homes to help
personnel, as well as to support the independence and safety of users.
Moreover, the key for the operationalization of goal-oriented system require-
ments in terms of services is the definition of a set of rules for associating process
modeling concepts to goal-oriented ones. This enables designers to trace business
1
http://www.future-internet.eu
2
ACube is funded by the Autonomous Province of Trento. http://acube.fbk.eu/
36
A recipe for Analyzing User Intensive Software Systems
processes of service-based systems back to intentional elements of the user model
(e.g, goals, preferences, roles). The experience in this area comes from the In-
ternet of Service project (IOS3 ), whose aim is to push the “Internet of Services”
for real services, rather than for software services. Studies in different areas are
conducted within this project, such as the area of service usage, representation,
engineering, and delivery.
Nevertheless, we experienced that the two approaches, more than sharing the
language of goals, require an effective way to center the design on the users of
the system. The aim of this short paper is to propose an integrated methodology
in which goal-oriented analysis [3], user-center design [4] and process modeling
[2] may cooperate for a continuous communication between requirements engi-
neers, stakeholders and designers, thus reducing the risk of misunderstanding
the domain, missing important requirements, and resulting in an increase of the
final value of the product.
2 From users’ needs to requirements
The strength of the Goal-Oriented techniques in modelling the domains can be
still enhanced by coupling the engineering perspective with a creative perspec-
tive typical of User-Centred Design approaches. The User Centered Design ex-
ploits a series of well-defined methods and techniques coming from social sciences
and psychology for analysis, design, and evaluation technologies. Contextual in-
quiries, personas and scenarios are widely employed for obtaining a rich picture
of the context (organizational, social, physical), and easily communicating it to
stakeholders in order to envision acceptable and innovative technological solu-
tions. Additional values emerge from this collaboration at different phases of the
process.
Our proposal is to integrate Tropos [3] with user-centred design techniques in
order to guide requirements engineering teams toward effective collection of user
requirements and the envisaging of the design of complex software system infras-
tructures, while helping to fill the gap between end users and developers. Basic
principles of this integration are: (i) early focus on users, tasks and environment,
(ii) the active involvement of users in the design process, (iii) allocation of func-
tions between user and system, (iv) the incorporation of user-derived feedback
into system design, (v) iterative design whereby a prototype is designed, tested
and modified.
The result of this integration is a process that encapsulates activities from
both the two methodologies, promoting a very close collaboration between teams
and an easy exchange of data. The process begins with the investigation of the
domain in order to understand the organizational setting of the domain and
to derive possible needs and services that the system could provide to users.
The contextual inquiry produces a rich collection of data in a narrative format.
The data interpretation phase provides the necessary abstraction to create a
3
A joint Research project at FBK IRST-CIT. http://se.fbk.eu/en/node/15
37
Proceedings of the 4th International i* Workshop - iStar10
believable model of the domain, but avoiding to loose important details typical
of a narrative analysis. Tropos early requirement plays a central role at this
step by providing the semi-formal language for describing the domain. The data
consolidation filters data to focus on relevant characteristics: activity scenarios
and personas allow designers to have insight the system, providing an anchor to
the real domain and the real users. Finally, the envisioning phase lets the analysis
team to reason on the system-to-be in order to expand designers’ prospective,
to look at the problems from different points of view, to figure out how their
ideas can work in a real context, to identify design criticalities, and finally, to
generate requirements. Brainstorming and other creative techniques are used
with the result to shift from the Tropos early requirement phase toward the late
requirement phase, thus obtaining a list of requirements for the system. The
process terminates with the validation of requirements with customers, essential
for evaluating the value of the services the system will provide [1].
The key for the integration is the use of Scenarios and Personas along the
whole process. Whereas the use of Scenarios in RE is pretty established as an
instrument to describe instances of behavior of the system, Personas — from so-
cial science — is still going to be consolidated in RE. Their conjunct usage may
increase the ability to envision the system [5], to identify requirement problems
and exceptional cases [6] and to help in discovering system functionalities. In
particular, Personas are powerful instruments for creating descriptive models of
system-to-be users based on behavioral data, gathered from many actual users
encountered in ethnographic interviews [4]. Personas’ descriptions contain the
empathy with users and their personal motivations within a scenario; the cogni-
tive and emotional dimensions are important factors since they help the designer
to take decisions in the design process.
In our integrated process, scenarios are stories about people (personas) per-
forming activities; they describe a context in which personas act with the aim of
summarizing, clarifying and reasoning about the collected information. The aim
is the validation with stakeholders and the technical team. They are presented as
narrative or visual stories easy to understand even for non technical people [6].
Among the possible limits of the approach, there is the need of keeping the
huge amount of data, usually collected by contextual inquiry and generated by
the scenarios-based design, always synchronized with the Tropos diagrams; this
also represents a challenge from a theoretical and practical point of view. In the
future work, we intend to refine the approach and to investigate the requirements
of a tool that support a multi-disciplinary team in this respect.
3 Aligning Goal and Process Models for Real Services
A real service is a combination of actual services and software services that
provide electronic access to and monitoring of the actual services [7]. An example
of real service is the application that we use when we plan to attend a concert at
“Arena di Verona”: its realization involves both software services (e.g., the on-
38
A recipe for Analyzing User Intensive Software Systems
line ticket booking), and actual services (e.g., the actual transportation service
needed for reaching Verona).
In real services the user plays a key role: she expresses preferences (e.g., a
cheap transportation mean); the service is adapted to her needs (e.g., if she has a
meeting when her train should leave, a different actual transportation service is
used); the real service is composed taking into account her perspective (e.g., the
travel and the concert performance are part of the same real service, though in
reality they are independent). Moreover, real services are context-aware, which
may result in instant changes and timely responses of the user. Hence the user’s
preferences, needs and decisions guide the composition of real services, and they,
in turn, impact and modify the user’s assets (e.g., user’s money, user’s agenda).
For example, buying the ticket for the concert, decreases the user’s money.
Due to the “user intensive” nature of these systems, our high level purpose
is to stress the centrality of the user along their life cycle. Hence, in this phase,
our goal is to move from the user centred requirements (elicited as described in
the previous Section) to the system design and validation, while preserving the
central role of the user (and her assets). In detail, our work aims at defining
a modeling framework that integrates the goal-oriented paradigm (specifically
Tropos modeling methods [3]) and process modeling (in particular BPMN [8]),
enabling the designers to capture the intentional elements of the user (e.g., goals,
preferences, roles, assets), as well as the operational aspects of the real service
(e.g., its control flow description, the effect of business activities on user assets).
The modeling framework, moreover, includes an ontology for representing user
assets and asset modifiers (i.e. activities characterizing the real service that can
modify the value of a user-asset), thus capturing their semantics and making
them available for supporting the system realization/execution (e.g., the service
composition according to the user needs/preferences).
More precisely, the framework rests on the following iterative steps for de-
signing a real service [2]:
– Ontology construction. An ontology modeling user-assets and asset modi-
fiersis defined, thus capturing the semantics of the concepts, their relation-
ships and constraints.
– Goal model construction. It starts with the analysis of the domain involved
in the target system and the system requirements (from the previous re-
quirement phase) and results in the definition of a goal model of the target
system.
– Business process model construction. The process model of the target system
is defined, deriving part of the information from the goal model. The process
is described in the BPMN language and it details the process realization in
terms of relevant activities and their execution control flow.
– Dynamic semantics definition of process activities. The dynamic semantics
of the asset modifiers is defined, thus allowing to capture the impact of such
activities on the user-assets.
– Process model annotation. The generated process model is enriched with se-
mantic annotations [9] taken from the ontology modeling the asset modifiers.
39
Proceedings of the 4th International i* Workshop - iStar10
In [2] we illustrated the proposed design methodology along an exemplar case-
study. In our future work we intend to extend the modeling framework in the
following directions: (i) adding scenarios to goals in the goal model in order to
have a more detailed and precise description of goals, thus allowing to better
reason about the domain and its concrete operationalization; (ii) further inves-
tigating how user preferences (expressed as soft goals in the goal model) affect
the user assets, thus allowing to reason about “good” alternatives, to be possibly
suggested to the user, during the system process execution; (iii) combining the
business process semantics with the dynamic semantics of user assets, thus sup-
porting the reasoning on feasible executions and possible user recommendations.
Moreover, the design phases will be complemented with early validation and im-
plementation phases. Early validation will be realized using a simulation system
in which runs of real services, events, and operating contexts are simulated for
testing purposes.
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