Design av Enhetlig Applikation för Mobil Kundkommunikation

Abstract

This report is based on work made on the behalf of Strålfors, a Swedish company, which focuses on customer communication. Their business idea is to help companies communicate with their customers in different ways. Now Strålfors wants to expand into the mobile application market and thus help their customers with communication through smartphones. In this project a study of potential users and a solution on how to create a mobile application is presented.
The project consists of three major parts. These are research, design and testing. The first part, the research has the user analysis which is a big focus in the project. Statistics on how users in Sweden use their smartphones and what they do online is presented. Furthermore the research includes a study about popular applications already on the market and what they do to communicate with their users. The research is concluded with presenting information about functionality in Android and iOS as well as external applications and technologies.
The second part of the project was designing the prototype. This was done in a few separate steps. The process began with a brainstorming session to figure out possible functionalities to include in the prototype. The brainstorming was followed by creating four different Low-fidelity prototypes that focused in showing different design concepts and different ways to present information to the users. These prototypes were then evaluated together with people from Strålfors. The results from the evaluation led to choosing one of the four prototypes. A high-fidelity prototype based on the chosen low-fidelity prototype, which showed a more detailed solution to the user interface and included functionality that would fit into a live application.
The last part of the project was the usability testing. The participants in the test performed four different tasks on the prototype and the results were noted as well as what went wrong during a task. This was followed by the participants filling out a system usability scale questionnaire, which was used to evaluate the prototype.
The test results of the prototype showed a good outcome. The obtained SUS-score was 90, which can be considered good when comparing it with previous work. Although an official and exact representation of what is a good SUS-score does not exist. The performed tasks were all successful, however a few mistakes along the way were made and one major design flaw was discovered.
The discussion touches the topics of what was difficult and what challenges the project faced, what choices were made along the way. These choices include the method, design choices and recommendations on how to proceed with the results from this project. The different needs of the users and how to approach them are briefly discussed and what one could do in the future to continue this work.
In conclusion, this project showed that it is possible to create something that will work for many different companies with different customers in mind, without actually knowing them. The application will not hold much functionality but it is still enough to create an application that is usable on the market. Further work is needed but this is a solid start.

• author: Nyqvist, Ludvig
• supervisor: Joakim Eriksson
• organization: Ergonomics and Aerosol Technology
• course: MAMM01 20151
• year: 2016
• type: H2 - Master's Degree (Two Years)
• subject: Technology and Engineering
• keywords: Usability Testing, Prototyping, Mobile Applications, Users' needs and behaviours, Communication
• language: Swedish
• id: 8516088
• date added to LUP: 2016-01-15 11:16:51
• date last changed: 2016-01-15 11:16:51