A scenario- and observation-based requirement analysis for delivery of remote mining services

Market pressure to access wider markets, whilst reducing costs of delivering support to distant clients, is driving the demand for systems that support remote delivery of customer service. Although systems have been developed to meet such demand, the delivery of remote mining engineering services posts unique challenges that require specific attention. In this paper, we report a study conducted as part of a collaborative project between CSIRO and a company specialising in the provision of mining engineering services, to understand user requirements for delivering mining engineering services remotely. In this study, we employ an approach that applies user-experience design methods, combined with scenario-based software design techniques in requirements elicitation and analysis. We review related work, describe the procedure and techniques of the approach, present our design recommendations and discuss future work.