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User research and development on opticalfiber network installations

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  1. Tez No: 725699
  2. Yazar: BEYLEM CİNDOĞLU
  3. Danışmanlar: DR. ROBİN GADOR
  4. Tez Türü: Yüksek Lisans
  5. Konular: Endüstri ve Endüstri Mühendisliği, Endüstri Ürünleri Tasarımı, Industrial and Industrial Engineering, Industrial Design
  6. Anahtar Kelimeler: service design, user-centered design, fiber, optic, networks
  7. Yıl: 2016
  8. Dil: İngilizce
  9. Üniversite: Royal Collage of Art
  10. Enstitü: Yurtdışı Enstitü
  11. Ana Bilim Dalı: Belirtilmemiş.
  12. Bilim Dalı: Belirtilmemiş.
  13. Sayfa Sayısı: 55

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Özet (Çeviri)

This thesis is a project that is conducted at Infinera located at Stockholm, Sweden. The project uses service design methodology alongside with user-centered design. The aim of the project is to examine and improve every day work lives of implementers of fiber optic networks. The current service is following a system-driven perspective. This project will examine ways to change this into a user-centered design perspective. Service design methods were used to investigate the service process and to gather insights. The project started with an initial preparation phase, followed by loop 1 and 2. Preparation phase was used to get a deeper understanding on fiber optic networks. Loop 1 and loop 2 included methods such as shadowing, a day in life, interviews and customer journey maps. These loop phases included interactions with the customers, the analysis of these interactions, ideation from these analysis and conceptualization. Five main problems were identified in the process. These were grouped into two as process related problems and user experience related problems. It is found out that the main reason behind process problems was lack of communication between departments in the company. These problems were project manager designation, lack of statement of work and the handover between sales department and technicians. The handover between sales department and technicians were selected as a next step to go on. Web applications were shaped as a concept to solve the problem that was selected. The project was finalized with suggestions on web applications regarding the solutions of selected problems. The problems were identified related to the process. Sales to service handover was selected for further improvements. The generated concept on this problem was improved and presented to the company.

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