Targeting improved user experience in KONE CRM opportunities management
Parada Suarez, Diana Carolina (2015)
Haaga-Helia ammattikorkeakoulu
2015
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2015120118692
https://urn.fi/URN:NBN:fi:amk-2015120118692
Tiivistelmä
The primary objective of this study is to enquire about potential elements for simplification and further enhancements of KONE CRM opportunities tab layout, and overall opportunity management at KONE, as means to improve users’ experience, foster adoption and increase levels of sales efficiency across KONE CRM users globally.
This study´s theoretical framework highlights the contributions of authors like Adrian Payne (2008) and Ed Peelen (2005) in what concerns to the concept and strategic framework of CRM; for the analysis, the author resources to the Human-Computer Interaction (HCI) framework, the User-Center Design, the Human-Centered Software Engineering (HCSE) design and concepts like Usability and User Experience. On HCSE, it is prominent the work of Seffah et al. (2005), while in terms of User Experience (UX), stand out the contributions of authors like Hassenzahl, M (2003) and Roto, V. et al (2011).
In terms of implementation, this study is conducted in the form of applied action research with a mainly qualitative approach. Data was collected through 10 telephone interviews and a face-to-face focus group discussion with sales executives and sales managers from various KONE locations globally. And data was coded and analyzed mainly through the color-coding technique, the world cloud and the affinity diagram methodology.
The findings of this study reaffirm the importance of developing a simplified KONE CRM user interface and the need for better synchronization between KONE CRM and other KONE systems like SAP.
In conclusion, the study served as a forum for exchange of ideas, consultation and validation among KONE CRM user community on potential future enhancements to the platform, and overall opportunity management at KONE. As an outcome of the study, the author recommends to maximize corporate efforts to improve usability and user experience; improve change management and communication practices; place higher focus on training and documentation and; regularly and systematically share best practices and reward good behaviour throughout KONE CRM´s lifecycle.
This study´s theoretical framework highlights the contributions of authors like Adrian Payne (2008) and Ed Peelen (2005) in what concerns to the concept and strategic framework of CRM; for the analysis, the author resources to the Human-Computer Interaction (HCI) framework, the User-Center Design, the Human-Centered Software Engineering (HCSE) design and concepts like Usability and User Experience. On HCSE, it is prominent the work of Seffah et al. (2005), while in terms of User Experience (UX), stand out the contributions of authors like Hassenzahl, M (2003) and Roto, V. et al (2011).
In terms of implementation, this study is conducted in the form of applied action research with a mainly qualitative approach. Data was collected through 10 telephone interviews and a face-to-face focus group discussion with sales executives and sales managers from various KONE locations globally. And data was coded and analyzed mainly through the color-coding technique, the world cloud and the affinity diagram methodology.
The findings of this study reaffirm the importance of developing a simplified KONE CRM user interface and the need for better synchronization between KONE CRM and other KONE systems like SAP.
In conclusion, the study served as a forum for exchange of ideas, consultation and validation among KONE CRM user community on potential future enhancements to the platform, and overall opportunity management at KONE. As an outcome of the study, the author recommends to maximize corporate efforts to improve usability and user experience; improve change management and communication practices; place higher focus on training and documentation and; regularly and systematically share best practices and reward good behaviour throughout KONE CRM´s lifecycle.