Global ETD Search

21	Folkbibliotekariers syn på och relation till folkbibliotekens arbete med digitala tjänster gentemot personer med synnedsättning : En kvalitativ intervjustudie om begreppet digitala tjänster i en bibliotekskontext / Public librarians' views on and relation to public libraries' work with digital services towards people with visual impairments. : A qualitative interview study on the concept of digital services in a library context Bengtsson, Jenny January 2023 (has links) For a person who has been diagnosed with a disability at some point in their life, their ability to be an active democratic citizen in our information society changes. This thesis examines what kind of challenges the Swedish public libraries and librarians faces in their day-to-day work connected to the specific group of users with vision-related disabilities and discusses and analyze public librarians' perception of what digital skills means to them. In the combination of people with visual impairments and their digital needs and competence development and on the actual conditions and challenges existing at the Swedish public libraries regarding digital services for people with visual impairments, the study identifies several challenges for both parties. The study results present an insecurity among librarians regarding the expectations to adjust and help with digital guidance, when they still are feeling insecure about what kind of digital competence expects of them. During the qualitative interviews, a shared experience of anxiety, uncertainty, and an uneven level among the library staff regarding basic digital competences and where the "boundary" is revealed. The uneven level of digital competence is highlighted as problematic, as the patrons are assumed to be treated differently on repeated visits to the public library. The study identifies several challenges that would further encourage both the individual, the profession, the institution as well as society and research to study further. New knowledge in a library context has been identified and needs to be studied in a broader and more comprehensive research study. Digital services public libraries digital service work priority groups visual impairment visual impairment librarians accessibility democratic mission sociotechnical perspective new institutional theory pragmatic legitimacy cognitive legitimacy Digitala tjänster folkbibliotek prioriterade grupper synskada synnedsättning bibliotekarier tillgänglighet demokratiskt uppdrag sociotekniskt perspektiv nyinstitutionell teori pragmatisk legitimitet kognitiv legitimitet Information Studies Biblioteks- och informationsvetenskap
22	Contextualizing Customer Feedback: A Research-through-Design Approach - Alternative Approaches and Dialogical Engagement in Survey Design Svensson, Rasmus January 2023 (has links) Providing context behind customer feedback remains a challenge for company’s who rely on approaching Customer Experience (CX) through standardized Customer Satisfaction (CS) metrics like Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES). Practical guidelines for monitoring CS throughout the customer journey are limited, creating a gap in academic research. This study addresses this gap by offering practical guidelines for CS, actionable insights, and alternative survey design strategies within the context of invoicing. Utilizing a Research-through-Design (RtD) approach guided by the Double Diamond design model, the study consists of four phases: Discover, Define, Develop, and Deliver. From a service design perspective using qualitative methods, the study acquires and analyzes both organizational and customer insights. Synthesized empirical findings emphasize the need for a more comprehensive approach that targets specific phases of the customer journey utilizing a more customer- centric approach, paving the way for alternative methods that reaches beyond just simply measuring CS. Introducing the concept of a personal companion, the study presents a dialogical approach where surveys are experienced as ongoing interactions rather mere tasks. By highlighting the importance of contextualization, alternative survey approaches, and a dialogical approach, this research aims to guide company’s in managing customer feedback strategies. Human-Computer Interaction Research-through-Design (RtD) Digital Service Design Invoicing Customer Experience (CX) Customer Satisfaction (CS) Contextualization Dialogical Approach Customer Journey Survey design Questionnaire design Net Promoter Score (NPS) Customer Satisfaction Score (CSAT) Customer Effort Score (CES) Chatbot Virtual Agent Customer Support Agent Design Guidelines Double Diamond User Experience (UX) User Interface (UI) Interaction Design (ID) Human Computer Interaction

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Contextualizing Customer Feedback: A Research-through-Design Approach - Alternative Approaches and Dialogical Engagement in Survey Design