Implementation of a digital platform in a company providing administrative services
Kruunuvuori, Taru (2023)
2023
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-202601141320
https://urn.fi/URN:NBN:fi:amk-202601141320
Tiivistelmä
The purpose of this thesis project was to examine the implementation and use of a digital platform within a company that offers administrative services to its customers globally. More specifically, the project focused on the perspective of providing corporate legal services through the adoption and use of the platform and determining how well the digital platform aligns with this purpose. The objective was to identify areas for development within the digital platform and its associated processes.
The examination of the digital platform is primarily limited to addressing matters related to offering legal services through the platform and its usability from the employees' standpoint. However, the thesis also significantly touches upon customers' user experience and the usability of the platform from their perspective.
This thesis is presented in a journal format, where the core of the work consists of daily entries discussing day-to-day tasks. In addition to the daily entries, the core of the work consists of weekly analyses focusing on themes related to the use and development of the digital platform during the week.
The key outcomes of the work are related to identifying areas for improvement, such as enhancing customer experience and usability, as well as streamlining processes. During the eight-week examination period, many minor and some slightly more significant areas for improvement were identified. The thesis has provided useful tools for recognizing problematic areas and understanding a broader purpose. Generally, the proposed developments largely relate to simplifying processes and increasing work efficiency.
The examination of the digital platform is primarily limited to addressing matters related to offering legal services through the platform and its usability from the employees' standpoint. However, the thesis also significantly touches upon customers' user experience and the usability of the platform from their perspective.
This thesis is presented in a journal format, where the core of the work consists of daily entries discussing day-to-day tasks. In addition to the daily entries, the core of the work consists of weekly analyses focusing on themes related to the use and development of the digital platform during the week.
The key outcomes of the work are related to identifying areas for improvement, such as enhancing customer experience and usability, as well as streamlining processes. During the eight-week examination period, many minor and some slightly more significant areas for improvement were identified. The thesis has provided useful tools for recognizing problematic areas and understanding a broader purpose. Generally, the proposed developments largely relate to simplifying processes and increasing work efficiency.