This doctoral thesis is a practice-led and corporate-grounded enquiry into the role of design research methods in a global technology company. The work aims to understand and communicate through a series of case studies how locally conducted participatory action research can be integrated into the processes of an in-house design team at the global NCR Corporation. It questions the current approaches taken in the design and development of consumer transaction technologies in the context of a global organisation and new markets. The thesis starts by introducing the reader to the global corporation in which the study is focused and author employed, the NCR Corporation. The contextual grounding of the corporate environment, its heritage, history and continued evolution will illustrate the dynamic yet traditional role design has played within the corporation. As a senior member of the Consumer Experience Design (Cx Design) team in the corporation the author is well placed to evaluate the role of design and how it can evolve. The immediate contextualisation is then followed by a broad examination of the literature in the field of design in a corporate culture, research methods and socially-led innovation. This will define the boundaries of interest and influence in the thesis. A participatory action research approach was taken to address the research questions. Informed by a series of hyperlocal and global community engagements framed and directed from within the corporate culture, the author defines an understanding of the levels of community engagement through design research. The resulting outputs are then applied within the context of the NCR Corporation where the impact and influence on such engagements can be understood. The author concludes that his contribution to new knowledge, the development of a Participatory Action Based Strategic Design Process, can be applied within a global technology company. The process adapts McNiff’s and Whitehead’s (2011) seven phases of action research reporting and Ravi Chhatpar’s strategic decision-making process. The thesis demonstrates the value and influence of design research methods in the design of consumer transaction technologies. The thesis provides an understanding of how design research methods have been applied in a corporate environment, how the insights are applied, and demonstrates how the research has influenced the author’s practice and therefore the wider Cx Design group.

<p>From having relied on its employees in the interaction with customers, the service industry now move towards an increased adoption of technology to enhance the value of the service</p><p>offering to the customer. This development has also reached the public transport sector which is traditionally seen as low-tech.</p><p>In this study we investigate how the customers experience the use of high-tech supporting services within a low-tech context. The case that is used is the city-bus transport provider Karlstadsbuss who provide a high-tech supporting service called Live, which delivers realtime information on bus departures through a website, a WAPsite, and electronic boards at certain bus stops.</p><p>Focused group interviews were used to get in-dept information from commuters of how they perceive Live. Results show that respondents do not use Live website or WAPsite because the information is not worth the effort of use. Commuters question the service because many</p><p>buses do not run according to the Live-schedule. Still the commuters say they benefit from Live because it contributes alternative ways of finding departure times, and it presents an overview of departure options. However, if the information is in real-time or not is of</p><p>secondary importance.</p>

From having relied on its employees in the interaction with customers, the service industry now move towards an increased adoption of technology to enhance the value of the service offering to the customer. This development has also reached the public transport sector which is traditionally seen as low-tech. In this study we investigate how the customers experience the use of high-tech supporting services within a low-tech context. The case that is used is the city-bus transport provider Karlstadsbuss who provide a high-tech supporting service called Live, which delivers realtime information on bus departures through a website, a WAPsite, and electronic boards at certain bus stops. Focused group interviews were used to get in-dept information from commuters of how they perceive Live. Results show that respondents do not use Live website or WAPsite because the information is not worth the effort of use. Commuters question the service because many buses do not run according to the Live-schedule. Still the commuters say they benefit from Live because it contributes alternative ways of finding departure times, and it presents an overview of departure options. However, if the information is in real-time or not is of secondary importance.

Hotell ser i dagens samhälle i regel likadana ut och konkurrerar om samma utbud och kunder. Det är således betydelsefullt att i dagens konkurrensinriktade samhälle skilja sig från andra företag som verkar i samma bransch. Nya tjänster hjälper företag att attrahera nya kunder och samtidigt behålla redan befintliga vilket har gjort tjänsteutveckling till en viktig konkurrensfaktor. Det är således viktigt för hotell att känna till vad kunderna efterfrågar för att kartlägga potentiell tjänsteutveckling. Avsaknad av konkret forskning på ämnet kan leda till att ledningen för ett hotell genomför förändringar utan att se till kundernas egentliga behov, vilket kan medföra ett stort risktagande och stora ekonomiska kostnader. En positiv förändring sker först när hotell utvecklas i den riktning som deras kunder begär. Studien syftar till att kartlägga potentialen till tjänsteutveckling inom hotellbranschen i Umeå ur ett företags- och kundperspektiv. Detta för att se om det finns behov till förändring och om branschen tillmötesgår marknadens krav. Genom semistrukturerade intervjuer kartläggs utbudet och efterfrågan av tjänster och service i hotellbranschen. Dessa analyseras sedan mot den teoretiska referensramen. Studien avser även att som delsyfte analysera och beskriva om tjänsteutveckling ger ett högre kundvärde samt vilken typ av tjänsteutveckling inom hotellbranschen som skulle underlätta för kunderna samt öka kundvärdet. En ökad förståelse i ämnet kan öka hotellens marknadsposition, lönsamhet och kundvärde. Studiens resultat uppvisar att det finns potential till utveckling av tjänster och service bland hotellen som var föremål i studien. Främst gäller det personalutveckling och utveckling av processen vid in- och utcheckning samt möjligheten till att göra beställningar på mat under alla tider på dygnet. Resultatet visar skillnader mellan vad affärsresenärer och privatresenärer efterfrågar. Affärsresenärer efterfrågar effektivisering och tjänster som underlättar i deras vardag och bidrar till att hotellet fungerar som ett stationärt hem. Privatresenärer å andra sidan efterfrågar främst personlig service och har inte samma krav som affärsresenärerna har över boendet och utbudet av tjänster. Slutligen har vi funnit att hotellen som önskar att öka kundvärdet gentemot sina kunder måste välja en tydlig strategi. Här har vi kommit underfund med två starka koncept, antingen ett lite dyrare koncept där allt ingår eller så ett billigare alternativ där kunderna får köpa tilläggstjänster efter önskemål. En tydlig strategi minskar risken för besvikelse och missförstånd.

Developments in information technology and tangible computing facilitate the human’s life by inventing Self Service Technologies SSTs where it changed the way we interact with the environment as well as new technologies did. Nowadays, a lot of new technologies have embodied computer inside such as smartphone and computer tablets. Previous studies in adoption of SSTs research treat customer behavior towards technology based services. However, recent studies recognize that participants have different attitude towards different technologies even if these technologies used to support the same service. Therefore, in our thesis we are going to study the effect of smartphone i.e. iPhone and computer tablets i.e. iPad on adoption of three services of SSTs Internet Banking, Online Shopping and Self Check In Machine at Airports. Is there any hesitation while people adopting with this technology? If yes, why does it happen? Our data were collected by conducting a pilot and empirical study via using quantitative and qualitative approaches. We conducted our study at Umeå, Sweden. The study findings present the effect of adoption through age, family, friends, money, knowledge, using technology in public and private places, mobile technology and computer tablets, and Interface design on adoption SSTs. We found that participants were influenced by new technology for adopting SSTs. Participants did not use Online Shopping as much as they use Internet Banking, especially in the private places. Concerning the Self Check in Machines, participants were differential in which some tend to use it and others did not.

Studien ämnade att undersöka på vilket sätt kunder och supportanvändare ser på kundsupport. Hur verksamheter och organisationer skall gå till väga för att digitalisera sin IT-support på ett sådant vis att kunderna upplever supporterbjudandet som något användbart och värdefullt. Vad som kan ses som problematiskt i denna undersökning är differensen på kunskap hos individer inom IT-användning. Vilka funktioner är det som kunder till ett supporterbjudande förväntar sig kunna ta del av och använda vid kontakt med en supportavdelning? De data som samlats in har diskuterats och analyserats för att kunna svara på problemformuleringen och få fram konkreta slutsatser som givit svar på frågeställningarna. På detta sätt belyses de problem och tveksamheter som finns hos användare när dessa kontaktar och har ett samröre med en supportavdelning. Det har visat sig att det är liknande faktorer som gör att användare känner sig nöjda med ett supporterbjudande. Kunskap är den faktor som tydligast belyser vad användare tycker är viktigt hos en kundsupport. Förutom bra kunskap hos de anställda på supportavdelningen är även korta svarstider en viktig faktor till att uppnå kundnöjdhet. De funktioner användare främst anser som viktiga hos en supportavdelning är telefon och själv-service. Telefon som den huvudsakliga kontaktfunktionen med en själv-servicefunktion som komplement till denna. Det är i de flesta fall kunderna som driver företagen framåt i utvecklingen. Ett företag utan kunder kommer med största sannolikhet inte överleva länge. Det är därför av vikt att företag lyssnar på vad kunder har att säga och anpassar sig efter detta. Allt för att uppnå kundnöjdhet och föra företaget framåt tillsammans med kunderna. / The study intended to investigate how customers and support users see customer support. How businesses and organizations should proceed in digitizing their IT support in such a way that customers experience the support offer as something useful and valuable. What can be seen as problematic in this study is the difference in knowledge of individuals in IT usage. What are the features that customers of a support offer expect to be able to share and use when contacting a support department? The data collected has been discussed and analyzed to answer the problem formulation and to get concrete conclusions that gave answers to the questions. This will highlight the problems and doubts that exist with users when they contact a support department. It has been found that there are similar factors that make users feel happy with a support offer. Knowledge is the factor that most clearly illustrates what users think is important in a customer support. In addition to the good knowledge of the employees in the support department, short response times are also an important factor in achieving customer satisfaction. The features users primarily consider important in a support department are telephone and self-service. Telephone as the main contact function with a self-service feature that complements this. In most cases, it is the customer who drives the companies forward in development. A company without customers will most likely not survive for a long time. It is therefore important for companies to listen to what customers have to say and adapt to this. All to achieve customer satisfaction and bring the company forward together with the customers.

The diploma thesis "Innovation in Commerce" provides an analysis of the development and usage of up-to-day innovative technologies in trade sphere both in our country and abroad. It maps their forms and scope of usage in selected trade units, primarily focusing on modern payment instruments and self-service cash desks and, further on, also from the point of view of their development and usage in the nearest future. The thesis gives an independent solution of using up-to-date payment instruments and self-service cash desks depending on the customer´s age as well as payment forms (cash, non-cash) from z point of view of differences between "rural" and urban population. The thesis includes a proposal for the implementation of two arising up-to-date technologies - self-scanning and iBeacon technology in the Terno Supermarket in České Budějovce.

Submitted by Milena Rubi ( ri.bso@ufscar.br) on 2017-10-16T17:29:35Z No. of bitstreams: 1 SILVA_Manoela_2017.pdf: 5765067 bytes, checksum: 241f86d72385de30ffe23c0f4d49a868 (MD5) / Approved for entry into archive by Milena Rubi ( ri.bso@ufscar.br) on 2017-10-16T17:29:46Z (GMT) No. of bitstreams: 1 SILVA_Manoela_2017.pdf: 5765067 bytes, checksum: 241f86d72385de30ffe23c0f4d49a868 (MD5) / Approved for entry into archive by Milena Rubi ( ri.bso@ufscar.br) on 2017-10-16T17:29:57Z (GMT) No. of bitstreams: 1 SILVA_Manoela_2017.pdf: 5765067 bytes, checksum: 241f86d72385de30ffe23c0f4d49a868 (MD5) / Made available in DSpace on 2017-10-16T17:30:06Z (GMT). No. of bitstreams: 1 SILVA_Manoela_2017.pdf: 5765067 bytes, checksum: 241f86d72385de30ffe23c0f4d49a868 (MD5) Previous issue date: 2017-08-07 / Não recebi financiamento / In the current knowledge age, with the continuous growth of the web data volume and where business decisions must be made quickly, traditional BI mechanisms become increasingly inaccurate in order to help the decision-making process. In response to this scenario rises the BI 2.0 concept, which is a recent one and is mainly based on the Web evolution, having as one of the main characteristics the use of Web sources in decision-making. However, data from Web tend to be volatile to be stored in the DW, making them a good option for situational data. Situational data are useful for decision-making queries at a particular time and situation, and can be discarded after analysis. Many researches have been developed regarding to BI 2.0, but there are still many points to be explored. This work proposes a generic architecture for Decision Support Systems that aims to integrate situational data from Web to user queries at the right time; this is, when the user needs them for decision making. Its main contribution is the proposal of a new OLAP operator, called Drill-Conformed, enabling data integration in an automatic way and using only the domain of values from the situational data.In addition, the operator collaborates with the Semantic Web, by making available the semantics-related discoveries. The case study is a streamings provision system. The results of the experiments are presented and discussed, showing that is possible to make the data integration in a satisfactory manner and with good processing times for the applied scenario. / Na atual era do conhecimento, com o crescimento contínuo do volume de dados da Web e onde decisões de negócio devem ser feitas de maneira rápida, os mecanismos tradicionais de BI se tornam cada vez menos precisos no auxílio à tomada de decisão. Em resposta a este cenário surge o conceito de BI 2.0, que se trata de um conceito recente e se baseia principalmente na evolução da Web, tendo como uma das principais características a utilização de fontes Web na tomada de decisão. Porém, dados provenientes da Web tendem a ser voláteis para serem armazenados no DW, tornando-se uma boa opção para dados transitórios. Os dados transitórios são úteis para consultas de tomada de decisão em um determinado momento e cenário e podem ser descartados após a análise. Muitos trabalhos têm sido desenvolvidos em relação à BI 2.0, mas ainda existem muitos pontos a serem explorados. Este trabalho propõe uma arquitetura genérica para SSDs, que visa integrar dados transitórios, provenientes da Web, às consultas de usuários no momento em que o mesmo necessita deles para a tomada de decisão. Sua principal contribuição é a proposta de um novo operador OLAP , denominado Drill-Conformed, capaz de realizar a integração dos dados de maneira automática e fazendo uso somente do domínio de valores dos dados transitórios. Além disso, o operador tem o intuito de colaborar com a Web semântica, a partir da disponibilização das informações por ele descobertas acerca do domínio de dados utilizado. O estudo de caso é um sistema de disponibilização de streamings . Os resultados dos experimentos são apresentados e discutidos, mostrando que é possível realizar a integração dos dados de maneira satisfatória e com bons tempos de processamento para o cenário aplicado.

Subject of honor thesis is self-service business intelligence. Its goal is to prove that it is pos-sible to create a unified industry-specific dashboard above set of different ERP systems. First part familiarizes readers with the main theme of the paper, business intelligence, and selected tool for dashboard creation, Microsoft Power BI. The next part characterizes Soli-tea holding of which project is used and described later in this paper. There is also a place for analysis of all ERP systems provided by the group, from which is in the end chosen a sample for dashboard design. Own contribution to this field of study is proven fact that it is possible to achieve universal business intelligence solution in Power BI in a manner of single dashboard above any ERP system.

The main objectives of this work are determining Self-Service Business Intelligence as one of Business Intelligence approaches, description and characterization of Qlik Sense and finally development of particular solution using the above tool. In the first part thesis deals with the theoretical side of the approach, describes its advantages and disadvantages and users coming into contact with the respective technologies. Subsequently, thesis specifies requirements for Self-Service Business Intelligence and mentions different requirements and sizes of solutions in organizations. At the end recommendations for the implementation of the approach and technologies are mentioned. The second part is devoted to Qlik Sense platform, as one of the representatives based on the Self-Service approach. At first basic features, options and benefits are described. Then the development of solutions and principles of work with this tool are explained. Finally, architecture of enterprise server solution is described together with installation steps and basic configuration of a Qlik Sense site. The third part is focused on mobile virtual operator GoMobil, its current state, Business Intelligence needs and last but not least the requirements and development of solution using Qlik Sense platform.