It has become more and more important for creators of technical services to know whom they are designing for so they can satisfy their customers. A way to satisfy the costumers is to include a User Experience (UX) process in line with the creation process of the service. To create a good UX for the users one firstly needs to identify and understand the users. This thesis has investigated how the use of Personas can facilitate the understanding of the user in the context of User Experience (UX). A Persona is a fictive person that is a representation of a user group. A Persona is created with the objective that through the connection of the user goals, attitude and behaviours one can truly understand the users from an UX perspective. This thesis is creating Personas for a service called Streamingkollen. That is a service with the goal to help users with problems they have, connected to Video on demand (VoD) services. A video on demand service is a service that allows the users to watch videos whenever they want. Netflix, SVT play, HBO Nordic, TV4 play, are some examples of VoD services. The user data was collected through user interviews on predetermined users and then segmented into different user groups”. Personas were created, to make the different user group more realistic and easier to communicate. The different findings about the different user groups was put together as a story about one person (representing the user group) with a name, family, a job etc., and different characteristics that reflected the user group. The result is presented in three found user groups. The user groups were put together with different elements thanks to the segmentation and Personas. The segmentation made it possible to identify what causes the different needs that the users had when wanting support with a technical problems connected to VoD service and how these needs could be satisfied.. The Personas translated the user data into stories so that the findings about the users were easier to understand and adapt to. The role Personas play in the UX process is that without the comprehensive picture that is presented in the Personas and created thought data gathering and segmentation, it can be hard to identify the users needs and how they can be achieved.

User Experience (UX) design is the process of creating products that adequately meet users’ needs and result in user satisfaction. In the context of software development, the application of UX design practices has been linked to increased profitability in organisations. Despite the financial benefit organisations stand to gain by adopting UX design practices, previous studies have revealed a low rate of adoption. One key source of resistance to the adoption UX design practices is the perception that adding new steps to an organisation’s software development process would prolong delivery timelines unnecessarily. Such resistance is compounded by the fact that a high proportion of software development projects already exceed their planned durations. The question therefore arises on how the UX design process can be optimised so that it has the least amount of impact on the speed of delivering software. It is this very question that this study answers. In this study, the UX design processes from four case study organisations and six prominent international UX design approaches were reviewed and analysed. From these analyses, commonalities and optimisation opportunities were identified for each process, then synthesised into a proposed framework. This study’s contribution to the Human-Computer Interaction body of knowledge is the proposed Graduated UX Design Adoption (gUXa) framework. The Innovation Resistance Theory (IRT) was used to explain the ability of the gUXa framework to reduce the barrier to UX process adoption due to its potential to optimise the design process for timeous systems development. / Dissertation (MCom)--University of Pretoria, 2020. / Informatics / MCom / Unrestricted

Med utveckling av streamingtjänster kommer det ständigt nya lösning och produkter. Konkurrensen om kunder är högre än någonsin. Företag tävlar om kunder genom att erbjuda den bästa streaming-upplevelsen i marknaden. Det finns principer och regler för hur man ska designa en produkt för vardagligt bruk och hur man ska designa en produkt för interaktion och användarupplevelse. Men det finns inga specifika principer på hur man ska utveckla streamingtjänster. Denna studie undersöker vilka principer som är bäst vid utveckling av streamingtjänster. Resultatet av denna studie blir ny kunskap som kan implementeras i befintliga streamingtjänster. Syftet med studien är att hitta de bästa principerna enligt kvinnliga användare. Metoderna omfattar både kvantitativ enkätundersökning såväl som litteraturstudie. Resultatet av denna studie kommer att analyseras och diskuteras för att hitta de bästa principerna. / With the development of streaming services there are constantly new solutions and products. The competition for customers is higher than before. Companies compete for customers by offering the best streaming-experience in the market. There are principles and rules for how one should design a product for ​an everyday use​ and how one should design a product for interaction and user experience. But there are no specific principles on how one should develop a streaming service. This thesis explores which principles are the best when developing streaming services. The outcome of this thesis will be new knowledge that can be implemented to the existing streaming services. The purpose is to find the best principles according to female users. The methods encompass both quantitative study and literature studies. The result of the study will be analyzed and discussed to find the best principles.

Enterprise Information Systems (EIS) are large systems that enable the integration of business processes and allow seamless business process data flow throughout the organization. An EIS implementation is considered a failure if it is being cancelled; if it is removed early with relevant financial and organizational losses; or if the implementation resulted in a system being underutilized due to dissatisfaction, overspend or poor requirements gathering. Despite excessive spending over the years on digital transformation projects of such systems, failure rates have been excessively high. This research explores Super User effectiveness as an integral part of digital transformation processes. Super Users are regular but highly motivated employees who receive additional training in the use of a new or upgraded computer system to be introduced in the workplace, so that they can provide first-line technical support and training to their local colleagues. Super Users are frequently engaged in guiding and supporting users throughout and after EIS implementations or system upgrades. User satisfaction with the training process and Super User support effectiveness tends to contribute to more successful system transition and EIS implementation success. However, the role of Super Users in EIS implementations as a first line of education and support for EIS users has been substantially understudied as a potential way of reducing these failure rates. Although several studies have explored desired Super User characteristics in EIS systems implementation and successful organizational digital transformation processes, there has been a lack of attention to user perceptions of integrative systems as a contributing factor to better system utilization and implementation. This research explores Super User effectiveness as an integral part of digital transformation processes. A Theoretical Model was developed that draws from accepted theories of collaborative technology, technology adoption, and expectation confirmation. A survey was used to gather responses of 321 end users about their perceptions of Super User support and effectiveness, derived from their experience in several organizations that had undergone digital transformation. The study data were analyzed quantitatively, and the model validated through a structured equation model that was developed, based on relevant published models. A further explanatory study was conducted through thematic analysis of written participant responses. Our study found that Super User ability to emphasize the collaborative features of integrative systems by augmenting user perceptions of EIS as a social presence medium can contribute to higher levels of user performance and satisfaction. Immediacy of integrative systems as well as Individual user characteristics were found to play a positive role in user performance and satisfaction improvement. Situational characteristics of resource-facilitating conditions was also found to contribute positively to user performance and satisfaction. This study contributes to existing research on integrative systems characteristics and Super User effectiveness. It emphasizes collaborative components of integrative systems and discusses additional tools and expanded capabilities for systems utilization and user learning. It also expands on our understanding of Super User effectiveness through an exploration of user perceptions of integrative systems as a social presence medium and effective collaboration tool. Practitioners can thereby emphasize to users the resulting augmented capabilities that can contribute to effectiveness of the Super User training and development process. Practitioners should therefore urge organizations to focus on Super User selection and development as effective organizational resources that facilitate user support through organizational changes associated with EIS implementations, thereby contributing to increases in EIS implementation success rates. / Dissertation / Doctor of Philosophy (PhD) / This research examines the role of Super Users in Enterprise Information Systems (EIS) implementation as a means to reduce high failure rates in digital transformation projects. Super Users, motivated employees trained to provide technical support and training for colleagues during EIS transitions, play a crucial but underexplored role. The findings highlight the importance of Super Users in emphasizing collaborative aspects of EIS, contributing to improved user performance and satisfaction. This research underscores the significance of Super User selection and development in enhancing EIS implementation success rates.

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With a growing demand for spectrum availability, spectrum sharing has become a high-profile solution to overcrowding. In order to enable spectrum sharing between incumbent/primary and secondary users, incumbents must have spectrum protection and privacy from malicious new entrants. In this Spectrum Access System (SAS) advancement, Primary Users (PUs) are obfuscated with the efforts of the SAS and the cooperation of obedient new entrants. Further, the necessary changes to the SAS to support this privacy scheme are exposed to suggest improvements in PU privacy, Citizens Broadband Radio Service Device (CBSD)-SAS relations, and punishment for unauthorized transmission. Results show the feasibility for PU obfuscation with respect to malicious spectrum sensing users. Simulation results indicate that the obfuscation scheme can deliver location and frequency occupation privacy with 75% and 66% effectiveness respectively in a 100% efficient spectrum utilization oriented obfuscation scheme. A scheme without spectrum utilization constraint shows up to 91% location privacy effectiveness. Experiment trials indicate that the privacy tactic can be implemented on an open-source SAS, however environmental factors may degrade the tactic's performance. / Master of Science / With a growing demand for spectrum availability, wireless spectrum sharing has become a high-profile solution to spectrum overcrowding. In order to enable spectrum sharing between incumbent/primary (e.g.,federal communications, naval radar, users already grandfathered into the band) and secondary users (e.g., commercial communications companies), incumbents must have spectrum protection and privacy from malicious new entrants. In this Spectrum Access System (SAS) advancement, Primary Users (PUs) are obfuscated with the efforts of the incumbent informed SAS and the cooperation of obedient new entrants. Further, the necessary changes to the SAS to support this privacy scheme are exposed to suggest improvements in PU privacy, Citizens Broadband Radio Service Device (CBSD)-SAS relations, and punishment for unauthorized transmission. Results show the feasibility of PU obfuscation with respect to malicious spectrum sensing users. Simulation results indicate that the obfuscation tactic can deliver location and frequency occupation privacy with 75% and 66% effectiveness respectively in a 100% efficient spectrum utilization oriented obfuscation scheme. A scheme without spectrum utilization constraint shows up to 91% location privacy effectiveness. Experiment trials indicate that the privacy tactic can be implemented on an open-source SAS, however environmental factors may degrade the tactic's performance.

The thesis proposes a mobile app design along with an innovative business plan aiming to encourage sustainable purchasing. To uncover the limitations in current design practices, firstly, represented examples of sustainable design were reviewed. Then, in an attempt to bridge the gap between sustainability and design commercialization, the techniques of persuasion were studied. It is to figure out how to incorporate hot triggers into computational technologies. As an outcome of the study, the final deliverable is a social networking application that provides sustainable product reviews. Instead of following a traditional sustainable design framework, the final deliverable focuses on creating an efficient supply-and-demand circulation for sustainable products. It delivers a unique corporate proposition showing how the system works, gaining modest profits while promoting sustainable development. Based on an online survey and the user study, the value of the proposed idea was validated. Also, the usability and functionality of the app were improved based on participant feedback. / Master of Science

Die Arbeit beschäftigt sich mit dem Teilbereich Usability der User Experience. Die Website des Studentenwerks Leipzig wird dafür mit den UX-Methoden Persona, User Journey Map und Tree Testing untersucht. Zuerst werden die einzelnen Methoden vorgestellt und genauer untersuchet, es folgt die Anwendung und eine kurze Auswertung der Ergebnisse.:1 Einleitung 1 1.1 Ziel der Arbeit 1 1.2 User Experience 1 1.3 Das Studentenwerk Leipzig 2 2 Personas 3 2.1 Grundlagen 3 2.2 Erarbeiten der Personas 5 2.3 Erkenntnisse aus der Arbeit mit Personas 6 2.3.1 Über die UX-Methode Personas 6 2.3.2 Anforderungen der Personas 7 3 User Journey Map 11 3.1 Grundlagen 11 3.2 Erstellen der User Journey Maps 13 3.3 Erkenntnisse aus der Arbeit mit Journey Maps 14 4 Tree Testing 15 4.1 Grundlagen 15 4.2 Vorbereiten und Durchführen des Tree Testing 16 4.3 Auswertung des Tree Testing 17 5 Erkannte Schwachstellen und Verbesserungsvorschläge 21 5.1 Ergebnisse aus der Arbeit mit Personas 21 5.2 Ergebnisse aus der Arbeit mit User Journey Maps 21 5.3 Ergebnisse aus der Arbeit mit Tree Tests 26 A Interviewfragen zur Erstellung der Personas 31 B User Journey Maps 33 C Aufgaben für das Tree Testing 37 Literaturverzeichnis 39

With the very rapid increase in the availability of interactive computer systems emphasis has turned from algorithm and data structure design to man-machine interface design, in an attempt to produce interactive software that is acceptable to a user population with wide experience and ability levels. Considerable research has already been undertaken to obtain guidelines for man-machine dialogue design. However little has been done to integrate dialogue design methods and techniques into the traditional life cycle and methodologies of systems development, an area in which the author carried out earlier research. This thesis describes research undertaken to develop computer aids to assist with man-machine dialogue design, thus enabling dialogue representation techniques to be thoroughly proven. These techniques have been integrated with those of structured analysis to enable early specification of the dynamic aspects of a proposed interactive system, rather than their being left to the programming stage where there may be little user involvement. Additionally of interest is the ability of users to enter and modify dialogues using one of the developed computer aids, the Dialogue Prototyper. This system exhibits a novel approach to the provision of user adaptable interfaces.

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