University of Twente Student Theses
Requirements analysis and evaluation of a chat tool for frontline workers and their managers in healthcare and retail
Mihalache, Magdalena-Andreea (2021) Requirements analysis and evaluation of a chat tool for frontline workers and their managers in healthcare and retail.
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| Abstract: | This thesis, done in collaboration with an internal communications company, strives to shed light on two frontline industries - retail and healthcare - by understanding how different organizational layers (frontline and management) communicate, how they feel about it and whether Covid changed anything in their communication strategies and tools. As the research is quite limited on this topic during the pandemic, I started by searching what the literature says about internal communications for frontline and management in the present. In the second stage, I interviewed 56 employees from these layers and industries to better understand their user journeys, jobs to be done and personal opinions about the state of internal communication in their organization. I used the input from the interviews to collaborate with the UX Designer at the company that supports me to devise chat requirements and test a chat feature. I tested this new chat with 15 frontline and management representatives. From the usability testing sessions conducted it turned out 14/15 would replace the current chat with the designed new chat tool, while some expressed the desire to have pinned messages and read receipts. More quantitative research is needed to validate the findings and the additional features of the chat, as well as the design framework. |
| Item Type: | Essay (Master) |
| Clients: | Smarp, ESPOO, Finland |
| Faculty: | EEMCS: Electrical Engineering, Mathematics and Computer Science |
| Subject: | 05 communication studies |
| Programme: | Interaction Technology MSc (60030) |
| Link to this item: | https://purl.utwente.nl/essays/88961 |
| Export this item as: | BibTeX EndNote HTML Citation Reference Manager |
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