CEU Electronic Theses and Dissertations, 2019
| Author | Verkmann, Gabor |
|---|---|
| Title | User experience analysis |
| Summary | As my Capstone project, I was looking for some problem where I can leverage multiple skills of mine to deliver an outcome. My other goal against the problem was to ensure this is addressing a real challenge for an organization and the final outcome is going to be leveraged and not just tick a box that this is completed. I looked around the marketplace as my original idea was to pick up a problem statement from aviation industry (as I’m a bit infatuated by this topic), I approached Emirates and Wizzair to obtain an opportunity, I was not successful due to data regulation and sensitivity. As I work for General Electric (GE) and my scholarship had been sponsored by GE, it was my next try to reach out to my company regarding Capstone project. As an outcome, I got a very interesting engagement/request from company’s Unified Communication operation leader to address it as my final project. 1.1. Problem statement • GE rolled out MS Skype for Business in Q42017 as a one-shot approach to 420k+ end users globally • As an outcome of this approach o NPS of the service is down to -45 o Daily escalations to Corporate CIO & CEO level due to quality issues • NO data to figure out how much of the noise is coming due to the resistance against the change, how much is about user knowledge about how to use product, how much is related to product issues and how much is related to underlying infrastructure problem(s) 1.2. Requested outcome • Create a data driven dashboard & identify issues vs noise o This should be available 24 x 7 with real time data o This should be able to filter by Business Units, by pole, by country • Present it in Tableau • Develop strategy to introduce Skype dial tone - timing & recommended personas |
| Supervisor | Lacourbe, Paul |
| Department | Economics MSc |
| Full text | https://www.etd.ceu.edu/2019/verkmann_gabor.pdf |
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