You are Test Manager working on a project which is improving the user interface for its call centre staff handling customer enquiries. The project…

You are Test Manager working on a project which is improving the user interface for its call centre staff handling customer enquiries. The project has completed UAT for the first iteration; however a large number of defects were raised by call centre staff seconded to help with the User Acceptance testing. The defects described the user interface as not being intuitive enough with a poor 'help' facility. A user representative spent a week working with developers and system testers to explain the issues, which were subsequently agreed to have resulted from poorly specified usability requirements. The requirements were defined separately for each iteration and have been formally reviewed by business analysts, developers and the IT director. The user representative was also able to answer a number of other questions that the system test team had regarding call centre workflows, which improved their domain knowledge. You have been asked to conduct a project retrospective and recommend improvements for the next iteration which introduces further user interface changes. Which of the following would be the MOST effective improvement for the next iteration?