Proposal for Improving Customer Experience in the Release Management Process of Software X

Abstract

The case company creates, develops, and supports aviation system integrations related to airways’ maintenance and engineering systems. One of their solutions is X, a user-friendly SaaS platform that streamlines the process of booking, returning, and tracking tools required for aircraft maintenance and repair.

The software X has helped many customers, such as the American, Finnish, French, Netherlands, Norwegian, and Portuguese airlines, transform their operations into a centralised, paperless platform for more efficient tool stock management and effective allocation of line maintenance workforce.

Since the beginning of 2024, the case company has aimed to enhance its Customer Experience (CX) in the release management process (RMP) of software X. In each release cycle, it is crucial to foster engagement and support customers to experience their new software versions. This process will encourage customers to test and recognise the added value that software X brings to their daily business activities.

Therefore, the thesis objective is to create a proposal for improving the CX in each release cycle of software X. To analyse the current state, first-round interviews were conducted with all relevant stakeholders to identify the strengths and weaknesses of the current RMP. Subsequently, the identified weaknesses were examined, and the data analysis was discussed in a workshop and second-round interviews. Initial proposals were then collaboratively created, refined, and tested in practice. Finally, the initial proposals were validated by key stakeholders in third-round interviews.

As a result, validated improvement ideas were documented for the case company's future use. Recommendations for the next steps were also included. The thesis outcome is the proposal to improve the CX in X RMP.