Managing a Change Strategy for a website using Service Design and Human-Centred Design : A case study of Teknos´ Designer Services´ website
Seilonen, Jonna (2019)
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This study is based on the website service development. It analyses how a change strategy may be managed for a website based on user preferences and recommendations. The aim of the study is to provide recommendations as to how a change strategy may be managed, and how a website that offers the best service to users in the target group may be designed based on user preferences and recommendations. The limitation is that this study is based on one media channel touch-point, the designer website. Study focused on Service Design and Human-Centred Design concepts to implement a Change Strategy in Teknos´ Designer Service website. “Teknos´ Designer Service” is Teknos´ own service for architects and designers, which needed to be redesigned to provide architects and designers user friendly customer experience with personalized, targeted and relevant website content. “Service Design” and “Human-Centred Design” are the methods how a change strategy is made for a web design. Service Design concentrates on customer experience touchpoints and excludes any service disturbing features. HCD puts an emphasis on user participation in the system development process, specifying technological solutions and helping by articulating the visual appearance of the service. Therefore this study intends to answer the following questions: ”What does a change strategy mean for website design?”, ”How are user preferences and recommendations gathered to identify an effective change strategy?”, ”Are users satisfied with website designs that accurately reflect their preferences and are there any recommendations for the webpage?” and ”To what extent should Media Managers manage information based on study?”. The study was implemented with qualitative research to uncover the aspects of human behavior that cannot be described in numbers. Sample is relatively small, but qualitative customer research gave significant insight with a small number of respondents. Results are gathered and analysed carefully and presented with evaluation and critical review, and earlier research was basis of this study. Interviews were recorded, transcribed and analysed with text analysis. With the help of SWOT Analysis, could encapsulate the website´s strengths, weaknesses, threats and opportunities Results show that the users in this study are satisfied with website design that accurately reflect their preferences and gave recommendations to for the website development, but this research also show that SEO should improve in the further development. My conclusions will cover three areas: the specific website that formed the basis of the research; the implications of the process for the knowledge needs of media managers; and finally the longer term implications of this for companies like Teknos.
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