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En studie av användarupplevelse (UX) i ett cross-channel sammanhang : Användarnas upplevelse av boklån på högskolebiblioteket i Borås / A study of user experience (UX) in the context of cross-channel : The users’ experience of book loan at the library of University of Borås

The bachelor thesis aims to explore whether students perceive the usage of self-service technology (SST) as positive, neutral or negative, which occurs before, under and after a visit at the library of University of Borås. In this paper, a qualitative user diary was used as a method to gather empirical data. An established UX method, customer journey mapping (CJM), was selected to analyze the empirical findings. The findings were further analyzed with a theoretical framework of the predecessor David Benyon to gain a deeper understanding of user experience in a cross-channel context. The study shows that students are overall positive to the usage of SST, but a deficiency of information affects the positive experience throughout the library.

Identiferoai:union.ndltd.org:UPSALLA1/oai:DiVA.org:hb-26625
Date January 2021
CreatorsTan, Dennis, Truong, Hellen
Source SetsDiVA Archive at Upsalla University
LanguageSwedish
Detected LanguageEnglish
TypeStudent thesis, info:eu-repo/semantics/bachelorThesis, text
Formatapplication/pdf
Rightsinfo:eu-repo/semantics/openAccess

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