| Abstract [eng] |
The purpose of this master thesis is to provide recommendations on how UX principles can be used to improve the quality of information bases (external self-service platforms, where information about company’s products and services, as well as user manuals, best practices and suggestions are stored, managed and presented to clients and employees). In order to achieve this goal, a universal UX model for information bases in IT companies is developed. The thesis consists of four main parts: 1) scientific literature analysis, 2) qualitative empirical research, 3) analysis of research results, 4) conclusions and practical recommendations. Literature analysis allows to review the main theories and models related to informational needs, informational behaviors, UX, and information bases. The result of the literature analysis is the derived conceptual UX framework for information bases, that is used as a foundation for the empirical research of this thesis. Eight semi-structured in-depth interviews with UX and information base experts are carried out in order to gain insights about the best practices, models and tools used when creating UX-based information bases in IT companies. Individual interviews were chosen as the most appropriate research method to dissect this complex issue while taking into account the experience and context of the interviewed area experts. Interview results were analyzed by systemizing interviewees’ responses into a theme- and context-based summary table in order to create a helicopter view of the results. Then cross-reference analysis was performed, looking for patterns between respondents’ answers and literature analysis. This allowed creating a universal UX model for information bases that is based both on theory and practice. The conclusions of the thesis show that information base can be used as a tool to improve the information processes inside the company and thus bring financial value, as well as build stronger relationships with clients, and even create a competitive advantage. The main areas for improvement are the interaction between the information base and the company, and between the information base and the user. Together with the defined critical UX characteristics, they describe the strategic level of the information base as a product and allow to provide practical recommendations for IT companies on how to improve the quality of this platform based on its maturity level. The conclusions also present the recommendations for future studies in order to expand and bring more value to this topic. |
