This thesis examines if developers of software can be considered aware of the usage of the product. The study was made to reveal the developers perception about the usage, and comparing their perception with the actual usage. The scope of the study was to investigate a software system used in a contact center, specifically the part of the software where the administration is performed. The first part of the study consisted of interviews with the developers of the software to obtain their perception of the usage. Further, a second study was performed to determine the most important functionalities in the software for the end users, and evaluate the usability of the software. This was achieved by performing a contextual inquiry with end users. The results of the study concluded that the developers could be considered to have a moderate awareness of the usage. Although, the study revealed that the developers had limited understanding of the functionalities that are the most important for the end users. One of the essential functionalities according to the contextual inquiry, was left unmentioned by a majority of the developers. On the basis of Nielsen’s theoretical usability concepts, the usability of the client was evaluated as low, something the developers also were considered aware of. Finally, the study concludes a lack of a profound understanding amongst the developers regarding the difficulties and limitations that the end users face.
| Identifer | oai:union.ndltd.org:UPSALLA1/oai:DiVA.org:uu-280338 |
| Date | January 2016 |
| Creators | Vester, Lisa, Liss, Anna |
| Publisher | Uppsala universitet, Avdelningen för visuell information och interaktion, Uppsala universitet, Avdelningen för visuell information och interaktion |
| Source Sets | DiVA Archive at Upsalla University |
| Language | Swedish |
| Detected Language | English |
| Type | Student thesis, info:eu-repo/semantics/bachelorThesis, text |
| Format | application/pdf |
| Rights | info:eu-repo/semantics/openAccess |
| Relation | UPTEC STS, 1650-8319 ; 16007 |
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