Despite being explored and constantly improved through the years, onboarding of new hires in corporate organizations has remained a challenge. Many of the issues can be linked to a lack of communication between the organization and the new employee, as well as the common nature of these environments where information is spread across job titles and sources. This thesis discusses the feasibility of implementing a basic chatbot that will allow new hires to ask questions and request varied information at all times, using an interface such as a messaging app. This research explores the way chatbots should be designed in order to be effective, reliable and enjoyable from a user experience perspective. The chatbot was developed using the Chatfuel platform and tested by new employees at a corporate environment. The users were requested to explore the chatbot freely and then asked to answer a survey. The interactions were also recorded and analyzed from in both qualitative and quantitative ways (chat logs and analytics). The study proves that an onboarding chatbot is a useful tool for new hires and can be used as a communication facilitator between the organization and the new hires during the first weeks of employment, and also after that, serving as an information source and a broadcasting method. The chatbot gives the new hires an accessible source of information that helps on the process of getting to speed, and enables a positive experience that increases familiarity in the new workplace.

Com a crescente oferta de cursos superiores de design no Brasil, considerou-se que parte dos egressos destes cursos não seguem atuando nesta área. Notou-se que, com o advento de publicações sobre o tema do design thinking e sobre o ensino de elementos do design na educação geral, há valorização dos atributos da formação do designer para resolver problemas em outras áreas. O objetivo desta pesquisa foi verificar a possibilidade de aspectos da formação em design permearem a atuação de ex-alunos deste curso no desempenho de outras atividades profissionais. Metodologia de projeto, antecipação construtiva, capacidade criativa, uso de linguagem visual, pensamento abstrato, análise crítica, noções de gestalt e de semiótica, entre outros elementos, fazem parte da formação do designer e interferem em sua forma de pensar e de resolver problemas. Esta pesquisa se baseou em métodos qualitativos de investigação, empregando, sobretudo, entrevistas semiestruturadas em profundidade com diversas categorias de respondentes afetas à temática. / With the growing offer of higher education courses in design in Brazil, some that graduate from these courses end up not working in this area. The advent of publications on the subject of design thinking and on the teaching of design elements in general education, the attributes of designer\'s academic background for solving problems in other areas are being valued. The object of this research was to check for the possibility that aspects of their background in design might permeate the actions of former students of this course when carrying out other professional activities. Project methodology, constructive anticipation, creative capacity, the use of visual language, abstract thinking, critical analysis, notions of Gestalt and semiotics and other elements form part of the designer\'s education and interfere in his/her way of thinking and solving problems. This research is based on qualitative methods of investigation and uses, in particular, semi-structured and in-depth interviews with many different categories of respondents who are devoted to this subject.

Submitted by Marcos Paulo Rodrigues Montenegro (marcospromontenegro@gmail.com) on 2018-08-16T22:19:46Z No. of bitstreams: 1 DISSERTAÇÃO REVISADA JULHO.pdf: 9498473 bytes, checksum: 592b91998a240c1445202c03d8237c75 (MD5) / Approved for entry into archive by ÁUREA CORRÊA DA FONSECA CORRÊA DA FONSECA (aurea.fonseca@fgv.br) on 2018-08-28T13:59:06Z (GMT) No. of bitstreams: 1 DISSERTAÇÃO REVISADA JULHO.pdf: 9498473 bytes, checksum: 592b91998a240c1445202c03d8237c75 (MD5) / Made available in DSpace on 2018-09-11T14:33:30Z (GMT). No. of bitstreams: 1 DISSERTAÇÃO REVISADA JULHO.pdf: 9498473 bytes, checksum: 592b91998a240c1445202c03d8237c75 (MD5) Previous issue date: 2018-06-21 / O objetivo geral desta pesquisa é demonstrar como o Controle Externo pode contribuir na redução dos riscos de desastres, contribuindo para a governança democrática. Em seus objetivos específicos, o estudo pretende: a) identificar os Tribunais de Contas como condutores da participação social em estágios pré-decisórios da formulação de políticas de Redução dos Riscos de Desastres (RRD); b) propor o conceito de Economicidade Colaborativa como abordagem teórica para garantir o fortalecimento do sistema de controle e da governança democrática; c) aplicar a metodologia do design-thinking como abordagem prática para o entendimento da demanda pública ante cada realidade local. / Objective - The general objective of this research is to demonstrate how External Control can contribute to reduce the risks of disasters, contributing to democratic governance. In its specific objectives, the study intends to: a) identify Audit Courts as drivers of social participation in pre-decision stages of formulating policies for Disaster Risk Reduction (DRR); b) propose the concept of Collaborative Accountability as a theoretical approach to ensure strengthening of the control system and democratic governance; c) apply designthinking methodology as a practical approach to understanding public demand of each local reality. Methodology - Design-Thinking, applying the concept of Collaborative Accountability at the ex-ante moment of the public policy of DRR, with i-Cities indicator (IEGM) in the Kingdon Multiple Flow Model (2003).Discussion and Possibilities - The possibilities revolve perspectives of the Schools of Accounts and Management (ECG), Schools of the Audit Courts that seek to improve internal and external controls. Pedagogical essence of the concept of Collaborative Accountability provides a more integrated and cohesive architecture in DRR policy, strengthening system of control of public administration, engagement of society, and democracy. Practical implications – Applicability of the research was shown to be relevant, since it opens up possibilities for better qualification of public policies capable of dealing with wicked problems such as disasters, when from the moment of the pre-decision stages of its formulation. It also improves degree of institutionality of the Audit Courts, contributes to updating of IEGM as well as improves DRR policy and Public Administration. Social implications - The study allows to know performance of the Accounts Courts and to propose improvements in external control given historical and evolutionary conditions of the public administration, in the context of a democratic society in network. In this context, when referencing the citizen in the center of the democratic framework, Collaborative Accountability uses social learning to bring educated citizens and trained public servants, concerned with generating a public value that considers equity and culminates in Social Resilience. It seeks to develop a collective consciousness capable of arousing in the elected agent greater capacity to operate with different forms of knowledge acquisition, allowing greater inclusion and participation of citizens and public servants in formulation of public policies (RRD), when in their pre- according to local reality. Originality - Collaborative Accountability, of pedagogical essence and applicable by Schools of Accounts and Management (ECG), revisits classical approaches and suggests new arrangements capable of dealing with complexity of current public problems such as disasters. Thus, External Control Bodies can use these arrangements to watch over public policy cycle - from the origin - exercising a more integrative and cohesive control. It is a new approach to stimulate democratic concertation and civic engagement in policy-making, providing new areas for future research on subject

O que se desejou investigar é se a metodologia do Design Thinking (DT) e da Teoria de Resolução de Problemas Inventivos (TRIZ) podem ser utilizadas em conjunto de maneira sinérgica na fase conceitual de um processo de desenvolvimento de produto (PDP) automotivo do tipo APQP (Advanced Product Quality Planning) com a finalidade de alavancar a criatividade na geração de ideias e, ao mesmo tempo, selecionar o melhor conceito para levar às demais fases do PDP. A presente pesquisa busca entender dentro da literatura os pontos fortes e limitações de cada uma das metodologias e, ao mesmo tempo, propõe uma forma de combiná-las à metodologia APQP. O processo proposto é então testado dentro de um projeto de redução de massa de guarnição de carroceria na região da porta de um veículo automotivo de passeio. Como ficará demonstrado, o PDP automotivo do tipo APQP, utilizando a melhoria proposta, se mostra mais eficaz ao alavancar a criatividade ao mesmo tempo que consolida uma fase de conceito dentro do APQP automotivo tradicional. Através desta pesquisa, concluiu-se que ambas as metodologias são sinérgicas e que, portanto, podem trazer melhorias para o atual processo APQP, alavancando a qualidade e assertividade da geração de ideias, bem como apoiando a seleção do melhor conceito a ser levado para as próximas fases. / This research aimed to verify whether the methodology of Design Thinking (DT) and the Theory of Inventive Problem Solving (TRIZ) could be used together synergistically in the conceptual phase of a new product development project (NPD) in the automotive industry through the also know APQP (Advanced Product Quality Planning) process. The main purpose was to leverage the creativity by generating ideas that are more qualified and, at the same time, select the best product concepts to be taken to the next phases of the NPD. This research seeks to understand within the literature the strengths and limitations of each of the methodologies and, at the same time, a proposal is made on how to integrate them into the APQP methodology. The proposed process is then tested in a project of mass reduction of the door body seal of an automotive vehicle. As shall be demonstrated, the automotive NPD, by using the improvement proposal, will become more effective by leveraging the creativity while consolidates a conceptual stage within the APQP. Through this research, it is concluded that both methodologies are synergistic and, therefore, can bring improvements for the current APQP process by leveraging the quality and assertiveness of the generation of ideas, as well as supporting to select the best concept to be taken to the next phases.

Digital games are part of the creative industries, which is based on value creation through ideas and creativity. This market has gained relevance due to technology development that attracted both new firms and users. The present dissertation aims to explore three themes: (1) video game market as a two-sided market; (2) the effects of characteristics and behavior of game titles on consoles sales; and (3) project management to develop digital games. Those themes were explored through three articles: the first is a literature review and a bibliometric study of the economic concepts on two-sided market, which focused at identifying main topics, research trends and avenues for futures research. The second text is an analysis on the simultaneous influence of games\' quality and exclusivity on console sales. The last one is a qualitative, multiple-case study to understand, explore and suggest improvements to game project management in the Brazilian market. Findings include: (1) the main authors and topics, trends and developments, from and avenues for future research; (2) combinations of quality and exclusivity can affect console sales either positively or negatively, (3) quality has a predominant effect on sales over games non-exclusivity; and (4) the use of agile methodologies and Design Thinking are diffused among game developers. / Sem resumo.

Submitted by Wilson Nobre Filho (wilson.nobre@fgv.br) on 2013-07-16T21:54:48Z No. of bitstreams: 1 Dissertacao de Mestrado – Wilson Nobre 2013.pdf: 2816404 bytes, checksum: bd330cdfccbdec4ced5db374509a28bc (MD5) / Approved for entry into archive by Suzinei Teles Garcia Garcia (suzinei.garcia@fgv.br) on 2013-07-17T12:24:17Z (GMT) No. of bitstreams: 1 Dissertacao de Mestrado – Wilson Nobre 2013.pdf: 2816404 bytes, checksum: bd330cdfccbdec4ced5db374509a28bc (MD5) / Made available in DSpace on 2013-07-17T13:33:14Z (GMT). No. of bitstreams: 1 Dissertacao de Mestrado – Wilson Nobre 2013.pdf: 2816404 bytes, checksum: bd330cdfccbdec4ced5db374509a28bc (MD5) Previous issue date: 2013-06-18 / Este trabalho visa identificar práticas de design thinking (DT), isto é, as abordagens características da disciplina do design para criação de inovações, que possam ser incorporadas ao processo de desenvolvimento de novos produtos (DNP). Cinco dessas práticas – abordagem centrada em pessoas, estilo de trabalho colaborativo, pensar fazendo, visualização e combinação de abordagens divergente e convergente – foram analisadas por meio do estudo de caso em profundidade de três empresas polares: um escritório profissional de design, uma empresa de produtos para cuidados pessoais e um fabricante de ferramentas profissionais. A discussão teórica apoiou-se em autores de DNP e de DT que estudaram a evolução desses campos em gerações de maturidade, trazendo também visões bem recentes que apontam para a relevância das mudanças em curso. Entre os achados da pesquisa, observou-se que o modelo de gestão e a estrutura organizacional – orientada por projetos com times multifuncionais ou por processos com estrutura funcional – tem influência na adoção das práticas de DT. Outro achado, esse menos evidente, mostrou que a forma como a empresa se relaciona com clientes e usuários, guarda semelhança com a forma como trata seus profissionais de DNP. Uma descoberta interessante é a função moderadora do alinhamento de propósitos entre empresa e colaborador, para a adoção dessas práticas. Como contribuição ao campo de estudo, apresenta-se um diagrama de cinco gerações de evolução da oferta de novos produtos (ONP), termo utilizado para incorporar não só os produtos com inovações desenvolvidas e de propriedade da empresa focal, mas também aquelas desenvolvidas pelos próprios usuários e as inovações construídas nas redes sociais e oferecidas pela empresa focal. / This work aims to identify practices in design thinking (DT), that is, the approaches that characterize the discipline of design to create innovations, that can be brought into the process of new product development (NPD). Five of these practices–—people-centered approach, collaborative work style, thinking by doing, visualization and combining divergent and convergent approaches–—were analyzed by means of in-depth case study of three selected companies: a professional design office, a company of personal care products and a manufacturer of professional tools. The theoretical discussion was based on authors in NPD and DT fields that have studied the evolution of these fields in generations of maturity, also shedding light on new visions that underscore the relevance of the changes underway. Among the findings of the research, it was observed that the management model and organizational structure–—project-oriented with cross-functional teams or process-oriented with functional structure–—influences the adoption of DT practices. A less obvious finding showed that the way a company connects with customers and users is clearly tied in with the way it treats its NPD employees. An interesting finding is the moderating role of alignment of purpose between company and employee, for the adoption of these practices. As a contribution to the research field, this work presents a five generation diagram of the evolution of new products offering (NPO), a term used to incorporate not only the products with innovations developed and owned by the focal firm, but also those developed by the users and innovations constructed in social networks and distributed by the focal firm.

This study has used design ethnography and service design thinking to understand triadic relationships in product-service systems. The data used in this research has been collected in an explorative user research phase of an overarching service design project at Scania CV. The service design project was of purpose to apply a user-centered design approach to investigate Scania Driver Services. The study finds Design Ethnography and Service Design Thinking as fruitful in understanding triadic relationships in product-service systems, but also identify challenges that require further exploration in order to enable the best possible value-propositions. The study contributes to understanding what kind of knowledge that applying design ethnography and a service design thinking approach to understand triadic relationships in product-service systems concern. A summary of knowledge identified is presented below. Understanding and knowledge concern: • Contradictions between the purchaser and end-user perception. • Actor perception of another actor(s). • Actor perceived evolution of another actor over time. • Actor change of view due to its own evolution. • Relationships of the service provider, purchaser and end user. • Misconceptions between actors. • Variation in communication between actors. • What the communication between actors is perceived to concern. • Additional actors than initially considered that are crucial for understanding the triadic relationship.

Denna förstudie undersöker hur man kan balansera en användarcentrerad arbetsprocess mot en verklig kund (som inte tillåter kontakt med de slutgiltiga användarna). Den undersöker utmaningarna kring skapandet av en tänkt kundportal för servicetjänster genom att utgå från kundens egen informationsmodell med de slutgiltiga användarnas behov. Med hjälp av fyra muntliga intervjuer och observationer har data samlats in om hur kunden arbetar med sina användare idag. Genom denna förståelse skapades en klickbar prototyp för att sedan testa denna på två användare genom Think Aloud-observationer. Utifrån återkoppling från testerna har prototypen itererats. Resultaten av förstudien visade på vikten av en förstudie kring användarnas behov innan skapandet av en ny portal och hur dennes informationsmodell ska se ut. Med hjälp av en förstudie kan även nya innovativa idéer kring den tänkta produkten vara till sin fördel. Att skapa en användarcentrerad prototyp utan användarna är ingen användarcentrerad prototyp. Förstudiens resultat visar på möjligheterna med att involvera användare i skapandet av en prototyp för att utesluta krockar mellan kund och användare. / This pilot study investigates how one can balance a user-centrered workprocess against the business goals of the client. It investigates the challenges in creating a service providing portal by using the clients own information model but having the users in focus. With the help of four oral interviews and observations, data has been collected on how the client work with their users today. Using this understanding a prototype was created to test on two users, using Think Aloud-observations. The feedback from the tests were used to iterate the prototype further. The results showed the importance of doing it before the creation of an information model. With the help of a pilot study new innovative ideas can come up. The conclusion was that working after a user-centered method does not work if the client does not allow involvement of the users themselves. The pilot study shows the possibilities in involving users in the creation of a prototype to eliminate future problems in interaction design of a portal.

The aim of this thesis is to define the concept of the career opportunity map. This map shows first-year students at economic universities the real functions at selected positions in companies. Profiles positions should also point out where management skills are applied in practise. The theoretical part of the thesis is devoted to the definition of basic concepts and techniques of Design Thinking. The next step is to outline methods that are used in the practical part. Likewise, the reader will find here the selected management approach by various authors. The practical part presents a plan of research, outputs of research with experts, outputs of the workshop with the students and the samples of profile jobs. Result of this work will define specific forms of the concept and recommendations for future extension.

The purpose of this study is to find out if the gap between theory and practice is also visible in the Swedish design industry and how the gap could then be reduced. Previous research describes a lack of UX (User eXperience) work in design processes and a study has therefore been conducted with the aim to formalize guidelines for how companies, which do not include UX and users in their design processes, should develop their UX work in order to offer better artifacts. The results of the study shows that the majority of designers have UX as a design approach. Designers in the industry often know what UX means and why it is important but seems to find it hard to make customers realize the value of the UX work, which force designers to use UX as a way of thinking instead of the way of working. The results of the study presents new guidelines that companies can use to develop their UX maturity and work which is necessary for survival. We can make several conclusions from the result. UX is necessary to deliver high quality products and services to users but restricted by the customers motivation, time requirements and financial resources. Because of that, designers must have rhetorical knowledge and be able to shape and function communication that leads the client to understand the value of UX. If design companies do not involve UX in their design processes, possibly through user tests and demonstrations, the company's risk to losing important competitive advantages. This study provides a good basis for further research in the subject. The study ends with recommendations until further work on topics that were to be done for this study. / Syftet med denna studien är att ta reda på om klyftan mellan teori och praktik även syns i den svenska designbranschen och hur klyftan i så fall skulle kunna minskas. Tidigare forskning beskriver en avsaknad av UX-arbete (User eXperience) i designprocesser och en studie har därför genomförts med målsättningen att kunna formalisera riktlinjer för hur företag, som inte inkluderar UX och slutanvändare i sina designprocesser ska utveckla sitt UX-arbete för att kunna erbjuda bättre artefakter. Resultatet från studien visar att majoriteten av designers har UX som förhållningssätt inom design. Designers i branschen vet oftast vad UX är och varför det är viktigt men upplever att det är svårt att få beställaren inse värdet av UX-arbetet, vilket gör att designers tvingas använda UX som tankesätt istället för arbetssätt. Vid intervjuerna framkom det riktlinjer som företag kan använda sig av för att börja med UX. Från resultatet kan vi dra flera slutsatser. UX är nödvändigt för att kunna leverera artefakter med hög kvalitet och värde för användarna men begränsas av beställarens tidskrav och ekonomiska resurser. Designern behöver ha retoriska kunskaper och kunna forma en fungerande kommunikation som leder till att klienten förstår värdet av UX. Om designföretag inte involverar UX i sina designprocesser, förslagsvis genom användartester och demonstrationer, riskerar företagen att tappa viktiga konkurrensfördelar. Denna studie skapar en bra grund för vidare forskning inom ämnet. Studien avslutas med rekommendationer till fortsatt arbete, kring ämnen som var för omfattande för att ta upp i denna studie.