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| 4.77 MB | Adobe PDF |
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Abstract(s)
Este documento contém todo o processo de estudo da User Experience no contexto de um BPO. Pretende-se provar que a otimização da User Experience torna um BPO de gestão de equipas com humanos e robôs mais eficiente. Para tal, tem-se como base um projeto deste tipo da CGI TI Portugal, o SpeedOps. Ao longo deste processo, o tema da User Experience é aprofundado e aplicado à ferramenta, tanto na análise de funcionalidades já existentes, como no desenvolvimento de novas funcionalidades no contexto desta dissertação. A avaliação das funcionalidades desenvolvidas é realizada tendo em conta a opinião de colegas de trabalho e de clientes. O seu valor é definido consoante a sua User Experience e a sua capacidade de otimização da operação. Por fim, conclui-se que o tema da User Experience é importante no contexto do BPO em questão, pois tem o poder de camuflar a complexidade deste e tornar o trabalho dos utilizadores mais eficiente.
This document contains the entire User Experience study process in the context of a BPO. It is intended to prove that the optimization of the User Experience makes a BPO for managing teams with humans and robots more efficient. To do so, a project of this type by CGI TI Portugal, SpeedOps, is used as a basis. Throughout this process, the User Experience theme is deepened and applied to the tool, both in the analysis of existing features and in the development of new features in the context of this dissertation. The evaluation of the functionalities developed is carried out considering the opinion of coworkers and customers. Its value is defined according to its User Experience and its ability to optimize the operation. Finally, it is concluded that the User Experience theme is important in the context of the BPO in question, as it has the power to camouflage its complexity and make users' work more efficient.
This document contains the entire User Experience study process in the context of a BPO. It is intended to prove that the optimization of the User Experience makes a BPO for managing teams with humans and robots more efficient. To do so, a project of this type by CGI TI Portugal, SpeedOps, is used as a basis. Throughout this process, the User Experience theme is deepened and applied to the tool, both in the analysis of existing features and in the development of new features in the context of this dissertation. The evaluation of the functionalities developed is carried out considering the opinion of coworkers and customers. Its value is defined according to its User Experience and its ability to optimize the operation. Finally, it is concluded that the User Experience theme is important in the context of the BPO in question, as it has the power to camouflage its complexity and make users' work more efficient.
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Keywords
User Experience BPO Gestão de equipas Robô Interfaces Gráficas Django Team Management Robot Graphical Interfaces