End-user experience of the travel expense claim process : case UPM-Kymmene Oyj
Aaltonen, Katri (2020)
Aaltonen, Katri
2020
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2020100921219
https://urn.fi/URN:NBN:fi:amk-2020100921219
Tiivistelmä
This thesis was commissioned by UPM-Kymmene Oyj, a Finnish-based international forest industry company. The objective of this thesis was to study the user experience and the satisfaction of the end-users of UPM’s internal travel expense claim service. The data were collected with a survey to the end-users, supported by interviews with people involved in the travel expense claim process, and based on the results, provide ideas for process improvement while introducing service design and design thinking. Service blueprint, a common tool used in service design, was created to help identify areas for improvement and visualise the service.
Based on the results of the survey and the interviews, it became obvious that there were aspects in the process that needed improvement, even though the end-users were on average quite satisfied with the process and the MobileXpense application, where the expense claims are created. The main problems were with usability, instructions, and training.
It was recommended that the instructions are revised and a link to be added to the MobileXpense application to the instructions so that the users do not have to spend time looking for them. It was also suggested that the complaints about poor usability and non-user-friendliness should be communicated to the application provider, MobileXpense. Besides, more focus should be put on the initial training of new employees to ensure that they become familiar with the system and learn to use it from the beginning.
Based on the results of the survey and the interviews, it became obvious that there were aspects in the process that needed improvement, even though the end-users were on average quite satisfied with the process and the MobileXpense application, where the expense claims are created. The main problems were with usability, instructions, and training.
It was recommended that the instructions are revised and a link to be added to the MobileXpense application to the instructions so that the users do not have to spend time looking for them. It was also suggested that the complaints about poor usability and non-user-friendliness should be communicated to the application provider, MobileXpense. Besides, more focus should be put on the initial training of new employees to ensure that they become familiar with the system and learn to use it from the beginning.