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UX Investigation of Future Service Tool for Technicians

Hagström, Alva LU and Falck, Olivia (2025) MMKM10 20251
Innovation
Abstract
Apps are a central part of modern society, including technicians at Assa Abloy
Entrance systems. They use several apps for installing, maintaining and repairing
automatic doors. A new app is currently in development to replace all existing apps.
The background of this master’s thesis project was to involve future users in the
development process with the aim to enhance usability and work satisfaction. This
master’s thesis project analyzed the user experience of the app in development,
following the Human-Centered Design process.
Interviews with future users where they interacted with a prototype of the app in
development were conducted to identify user needs. Subsequently, a questionnaire
was distributed to confirm or reject... (More)
Apps are a central part of modern society, including technicians at Assa Abloy
Entrance systems. They use several apps for installing, maintaining and repairing
automatic doors. A new app is currently in development to replace all existing apps.
The background of this master’s thesis project was to involve future users in the
development process with the aim to enhance usability and work satisfaction. This
master’s thesis project analyzed the user experience of the app in development,
following the Human-Centered Design process.
Interviews with future users where they interacted with a prototype of the app in
development were conducted to identify user needs. Subsequently, a questionnaire
was distributed to confirm or reject ideas that had emerged during the interviews.
Finally, a design workshop was held to refine ideas regarding the aesthetic aspect.
Conclusions were drawn based on these steps combined with relevant literature.
The analysis revealed that the app in development had a high level of usability, with
significant potential to improve the user experience. Increasing the visuality of
errors and offering an adjustable Home Page, based on the job’s purpose, are two
solutions. Adapting the app to country-specific requirements, adding a support
function and making icons and colors clearer are other options. (Less)
Abstract (Swedish)
I det morderna samhället spelar appar en central roll. Detta gäller även på Assa
Abloy Entrance Systems, där appar används av tekniker för att installera, underhålla
och reparera automatiska dörrar. Just nu utvecklas en app som kommer att ersätta
alla nuvarande appar. Bakgrunden till detta examensarbete var att involvera
framtida användare i utvecklingsprocessen med målet att förbättra användbarheten
och arbetstillfredsställelsen. Detta examensarbete analyserar användarupplevelsen
av appen som är under utveckling, med hjälp av metoden med namnet HumanCentered Design Process.
Intervjuer med framtida användare där de interagerade med en prototyp
genomfördes för att identifiera användarbehov. Därefter skickades en enkät ut för ... (More)
I det morderna samhället spelar appar en central roll. Detta gäller även på Assa
Abloy Entrance Systems, där appar används av tekniker för att installera, underhålla
och reparera automatiska dörrar. Just nu utvecklas en app som kommer att ersätta
alla nuvarande appar. Bakgrunden till detta examensarbete var att involvera
framtida användare i utvecklingsprocessen med målet att förbättra användbarheten
och arbetstillfredsställelsen. Detta examensarbete analyserar användarupplevelsen
av appen som är under utveckling, med hjälp av metoden med namnet HumanCentered Design Process.
Intervjuer med framtida användare där de interagerade med en prototyp
genomfördes för att identifiera användarbehov. Därefter skickades en enkät ut för
att bekräfta eller avisa påståenden som hade uttryckts under intervjuerna. Slutligen
hölls en designworkshop för att förfina idéer relaterat till den estetiska aspekten.
Slutsatser drogs baserat på dessa steg i kombination med relevant litteratur.
Analysen visade att den app som är under utveckling hade en hög nivå av
användbarhet. Dock fanns det även förbättringspotential av användarupplevelsen.
Två aspekter är att öka synligheten av felmeddelanden samt erbjuda en anpassad
startsida baserat på vilken typ av jobb som ska utföras. Att anpassa appen efter
landspecifika krav, lägga till en supportfunktion samt göra ikoner och färger
tydligare är andra alternativ. (Less)
Please use this url to cite or link to this publication:
author
Hagström, Alva LU and Falck, Olivia
supervisor
organization
course
MMKM10 20251
year
type
H2 - Master's Degree (Two Years)
subject
keywords
user experience, usability, user testing, Human-Centered Design, användarupplevelse, använbarhet, användartester
language
English
id
9200992
date added to LUP
2025-06-18 08:42:43
date last changed
2025-06-18 08:42:43
@misc{9200992,
  abstract     = {{Apps are a central part of modern society, including technicians at Assa Abloy
Entrance systems. They use several apps for installing, maintaining and repairing
automatic doors. A new app is currently in development to replace all existing apps.
The background of this master’s thesis project was to involve future users in the 
development process with the aim to enhance usability and work satisfaction. This 
master’s thesis project analyzed the user experience of the app in development, 
following the Human-Centered Design process.
Interviews with future users where they interacted with a prototype of the app in 
development were conducted to identify user needs. Subsequently, a questionnaire 
was distributed to confirm or reject ideas that had emerged during the interviews. 
Finally, a design workshop was held to refine ideas regarding the aesthetic aspect.
Conclusions were drawn based on these steps combined with relevant literature.
The analysis revealed that the app in development had a high level of usability, with 
significant potential to improve the user experience. Increasing the visuality of 
errors and offering an adjustable Home Page, based on the job’s purpose, are two 
solutions. Adapting the app to country-specific requirements, adding a support 
function and making icons and colors clearer are other options.}},
  author       = {{Hagström, Alva and Falck, Olivia}},
  language     = {{eng}},
  note         = {{Student Paper}},
  title        = {{UX Investigation of Future Service Tool for Technicians}},
  year         = {{2025}},
}