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How to develop an administration tool to fit first-time user who lack expertise knowledge

Chaabi, Samir and Engberg, Marcus (2013)
Ergonomics and Aerosol Technology
Abstract
The purpose of this bachelor thesis is to develop an administration tool that will be used by a helpdesk in IKEA IT. The helpdesk members have a lot of responsibilities and have to perform various tasks on a daily basis, thus the goal is to develop an administration tool that has an interface which allows a helpdesk member to perform basic tasks without needing any prior education or experience of the tool. The first part of the thesis consists of a research with three different research methods: • Survey and observation with helpdesk members
• Analysis of three different administration tools that currently are being used on a daily basis by the helpdesk
• Literature studies: User Interfaces by Soren Lauesen
Don’t make me think by... (More)
The purpose of this bachelor thesis is to develop an administration tool that will be used by a helpdesk in IKEA IT. The helpdesk members have a lot of responsibilities and have to perform various tasks on a daily basis, thus the goal is to develop an administration tool that has an interface which allows a helpdesk member to perform basic tasks without needing any prior education or experience of the tool. The first part of the thesis consists of a research with three different research methods: • Survey and observation with helpdesk members
• Analysis of three different administration tools that currently are being used on a daily basis by the helpdesk
• Literature studies: User Interfaces by Soren Lauesen
Don’t make me think by Steven Krug
Information Architecture by Louis Rosenfenfeld, Peter Morwille Summarizing and examining the results of the researches provided the thesis with a wider knowledge base, which made it possible for us to develop the administration tool we had envisioned from the start. From the results gathered from the research a workflow and prototypes were developed. With a combination of user-tests and surveys enough knowledge was acquired so that the prototypes could be processed until a prototype was approved. There is currently only one person in IKEA handling all the administrative tasks in ALM and to relieve the workload of this person these administrative tasks will be handed over to a helpdesk in IKEA. The administration tool will help to ease the future workload for the helpdesk by making it faster and easier to perform the administrative tasks in ALM. The amount of time it takes to handle requests has been decreased by approximately seven times compared to the existing method. This shows that mental model a user develops when facing the new administration tool for the first time is as intuitive and logical as planned. The final user-test with the final product using the helpdesk members as the test-users proved the design and functionality of the new administration tool to have a perfect balance between complexity and simplicity. (Less)
Please use this url to cite or link to this publication:
author
Chaabi, Samir and Engberg, Marcus
supervisor
organization
year
type
M2 - Bachelor Degree
subject
keywords
user-interface, design, prototype, administration tool, ikea
language
English
id
3810865
date added to LUP
2013-06-12 03:39:49
date last changed
2018-10-18 10:26:02
@misc{3810865,
  abstract     = {The purpose of this bachelor thesis is to develop an administration tool that will be used by a helpdesk in IKEA IT. The helpdesk members have a lot of responsibilities and have to perform various tasks on a daily basis, thus the goal is to develop an administration tool that has an interface which allows a helpdesk member to perform basic tasks without needing any prior education or experience of the tool. The first part of the thesis consists of a research with three different research methods: •	Survey and observation with helpdesk members
•	Analysis of three different administration tools that currently are being used on a daily basis by the helpdesk
•	Literature studies: User Interfaces by Soren Lauesen
Don’t make me think by Steven Krug
Information Architecture by Louis Rosenfenfeld, Peter Morwille Summarizing and examining the results of the researches provided the thesis with a wider knowledge base, which made it possible for us to develop the administration tool we had envisioned from the start. From the results gathered from the research a workflow and prototypes were developed. With a combination of user-tests and surveys enough knowledge was acquired so that the prototypes could be processed until a prototype was approved. There is currently only one person in IKEA handling all the administrative tasks in ALM and to relieve the workload of this person these administrative tasks will be handed over to a helpdesk in IKEA. The administration tool will help to ease the future workload for the helpdesk by making it faster and easier to perform the administrative tasks in ALM. The amount of time it takes to handle requests has been decreased by approximately seven times compared to the existing method. This shows that mental model a user develops when facing the new administration tool for the first time is as intuitive and logical as planned. The final user-test with the final product using the helpdesk members as the test-users proved the design and functionality of the new administration tool to have a perfect balance between complexity and simplicity.},
  author       = {Chaabi, Samir and Engberg, Marcus},
  keyword      = {user-interface,design,prototype,administration tool,ikea},
  language     = {eng},
  note         = {Student Paper},
  title        = {How to develop an administration tool to fit first-time user who lack expertise knowledge},
  year         = {2013},
}