Introducing a single UX score concept for Company X: a pilot study on the Y app (internal application).
Antonaki, Mariana (2023)
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2023102527970
https://urn.fi/URN:NBN:fi:amk-2023102527970
Tiivistelmä
The aim of this thesis was to develop a generic metric which measures the user experience (UX) with digital tools. The thesis was conducted as a pilot study on behalf of Company X, a forestry corporation, and the scope focused on an internal application (Y app). By combining quantitative and qualitative data, the single UX score concept aims to quickly assess the user-friendliness of digital tools via a survey distributed to their users.
For this pilot study, one digital application used internally (only by employees) was evaluated with the single UX score concept. This digital application - the Y app - is a relatively new internal tool with multiple functionalities, used mainly by employees at the company’s production sites. All 32 production sites were included in this study, and 154 responses to the survey were received in total. Additionally, several other research methods were used: desk research, mapping exercises, user archetypes, in-depth interviews, and a mini-workshop.
In June 2023, the pilot study was successfully completed. During the following months, a second pilot was launched by the company, measuring 15 internal digital applications with the single UX score concept. As of September 2023, the concept was officially included in the company’s KPIs, as a reliable UX quality metric. By the end of 2024, all internal digital applications are expected to be measured by the single UX score concept continually, on an annual basis.
For this pilot study, one digital application used internally (only by employees) was evaluated with the single UX score concept. This digital application - the Y app - is a relatively new internal tool with multiple functionalities, used mainly by employees at the company’s production sites. All 32 production sites were included in this study, and 154 responses to the survey were received in total. Additionally, several other research methods were used: desk research, mapping exercises, user archetypes, in-depth interviews, and a mini-workshop.
In June 2023, the pilot study was successfully completed. During the following months, a second pilot was launched by the company, measuring 15 internal digital applications with the single UX score concept. As of September 2023, the concept was officially included in the company’s KPIs, as a reliable UX quality metric. By the end of 2024, all internal digital applications are expected to be measured by the single UX score concept continually, on an annual basis.