Titulo Estágio
A Software Tool for Customer Experience Evaluation in Service Design
Áreas de especialidade
Sistemas de Informação
Engenharia de Software
Local do Estágio
DEI-FCTUC
Enquadramento
Services, such as Netflix, Booking, Uber, Amazon e-commerce, Dropbox, Apple Music, CTT, banking, insurance, education, and many, many others represent more than 70% of the Gross Domestic Product (GDP) and employment in advanced economies, such as the European Union, United States or Japan. The user experience with those services dramatically impacts customer satisfaction and, consequently, the provider's reputation. This is why service design and engineering is becoming increasingly important, with requirements and specifications carefully created using instruments such as, for example, Personas, Customer Journey Maps, and Stakeholder Maps. Additionally, it is vital to be able to evaluate how a service performs once it goes into operation. Organizations traditionally use satisfaction questionnaires, but much more sophisticated analyzes are possibly using specially designed software tools and the concept of Mobile Ethnography.
Objetivo
The main objective of this thesis is to develop a progressive web app to collect and evaluate customer experience feedback. It should work seamlessly in iPhones and Android mobile phones and support an offline mode with deferred syncing. It should be able to use the camera, microphone, GPS, and other advanced features.
If a robust software is created, it will be used in upcoming years in the "Engenharia de Serviços" course of the Master in Software Engineering (MEI) with credit to the authors.
Plano de Trabalhos - Semestre 1
The draft plan for the first semester includes:
- Learning how services are designed and evaluated. This task will be faster for students who have already taken "Engenharia de Serviços";
- Searching for and analyzing existing software tools used for service evaluation using mobile ethnography;
- Identifying and documenting the requirements of the software to be built;
- Researching and selecting an appropriate software stack and libraries to build a highly visual and interactive tool;
- Choosing an adequate software development process and setting up the DEV and STAGING environments;
- Writing the initial chapters of the thesis.
Plano de Trabalhos - Semestre 2
The draft plan for the second semester includes:
- Developing and testing the software;
- Writing the documentation, including technical and user-facing;
- Deploying the software to a PRODUCTION environment;
- Improving the initial chapters of the thesis based on jury feedback;
- Writing the remaining chapters of the thesis.
Condições
The student will be integrated into the Information Systems Group (ISG) of CISUC, Department of Informatics Engineering, University of Coimbra. A workplace and the required resources will be provided.
Observações
This thesis will be supervised by:
- Prof. Paulo Rupino da Cunha (DEI)
Orientador
Paulo Rupino da Cunha
rupino@dei.uc.pt 📩