Improving User Experience in Digital Event Management. Case Mothers in Business.
Martiskainen, Petra (2020)
2020
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2020121227850
https://urn.fi/URN:NBN:fi:amk-2020121227850
Tiivistelmä
User Experience and Service Design are at the core of this Thesis. They are the ways in which case organization Mothers in Business has its Digital Event Management process examined.
MiB is organization for career minded mothers that want to network and develop themself and their careers. Organization is founded in 2015 and has now around 4000 members. MiB has strong growth strategy that aims to double number of members in 2021-2023. While number of members would double, number of organization’s volunteers cannot be scaled in the same ratio and there would be problems with recruitment and managing vast number of volunteers.
Main objective to this study is to improve Digital Event Management process in MiB organization to meet the challenges. This is done by studying following themes: Member preferences and motivations to participate in MiB Live and Virtual events, Member satisfaction measuring in Non-profit organization, Analysing Customer Journey touchpoints from Member and Volunteer views, by improving Enrolment and Digital Event Management processes.
Research methodology consists both quantitative and qualitative methods. Research method used is Action Research while researcher has active part in the research and has a double role as a case organization’s volunteer. Qualitative research was done by Mentimeter Polls and survey that included NPS – Net Promoter Score question. Qualitative methods used were semi-structured interviews and Dynamic Facilitation. Use of these methods is shown in Overlay matrix where methods are connected to equivalent research questions. Use of Verification method is shown.
The main theories in this research are User Experience and Service Design. Double Diamond design process, Service design components and Customer journey mapping belong under Service Design umbrella. RPA – Robotic Process Automation theory is presented to give understanding about the ways Digital Event Management could be optimized.
As an outcome of this Thesis research Development ideas and Roadmap was created.
MiB is organization for career minded mothers that want to network and develop themself and their careers. Organization is founded in 2015 and has now around 4000 members. MiB has strong growth strategy that aims to double number of members in 2021-2023. While number of members would double, number of organization’s volunteers cannot be scaled in the same ratio and there would be problems with recruitment and managing vast number of volunteers.
Main objective to this study is to improve Digital Event Management process in MiB organization to meet the challenges. This is done by studying following themes: Member preferences and motivations to participate in MiB Live and Virtual events, Member satisfaction measuring in Non-profit organization, Analysing Customer Journey touchpoints from Member and Volunteer views, by improving Enrolment and Digital Event Management processes.
Research methodology consists both quantitative and qualitative methods. Research method used is Action Research while researcher has active part in the research and has a double role as a case organization’s volunteer. Qualitative research was done by Mentimeter Polls and survey that included NPS – Net Promoter Score question. Qualitative methods used were semi-structured interviews and Dynamic Facilitation. Use of these methods is shown in Overlay matrix where methods are connected to equivalent research questions. Use of Verification method is shown.
The main theories in this research are User Experience and Service Design. Double Diamond design process, Service design components and Customer journey mapping belong under Service Design umbrella. RPA – Robotic Process Automation theory is presented to give understanding about the ways Digital Event Management could be optimized.
As an outcome of this Thesis research Development ideas and Roadmap was created.