This study presents a case study that addresses a Customer Relationship Management (CRM) system as a key component in managing customer relations for companies. Due to these systems being very complex and needing a complete understanding of the user requirements to support their actions, this user experience can potentially be hindered. This study aims to highlight these challenges by identifying key usability challenges faced by users and suggesting targeted design improvements from a developer perspective. This qualitative study explored usability challenges within an existing CRM system through a user-centered approach, gathering data from the users of the CRM-system. Empirical data was collected using interviews in a semi-structured form to delve into the user experience and what issues the users was facing. This methodology has facilitated a great understanding of areas that would need further development of the CRM-system. Applying Nielsen’s usability heuristics as an analytical framework, multiple critical enhancements were identified. These recommendations for enhancements are aimed with the goal of simplifying the user interface and the work conducted in it. The active involvement of the users in this study addressed multiple critical factors of improvements in the CRM-system, with the likes of the importance of integrating direct communication tools within the CRM-system to facilitate direct customer interaction. Additionally, there emerged a need for further development of the system’s performance and responsiveness, as well as enhancing its personal flexibility to adapt the CRM-system to each user's individual work process. This study contributes to the ongoing discourse on enhancing CRM-system effectiveness and user satisfaction through strategic design enhancements.
| Identifer | oai:union.ndltd.org:UPSALLA1/oai:DiVA.org:ltu-107370 |
| Date | January 2024 |
| Creators | Lindqvist, Lovisa, Lindström, William |
| Publisher | Luleå tekniska universitet, Institutionen för system- och rymdteknik |
| 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 |
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