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Indirect User Experience Evaluation: Insights from Employees Working on a Public Sector Information System

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Publicado en:Central European Conference on Information and Intelligent Systems (2025), p. 247-258
Autor principal: Kavran, Krešimir
Otros Autores: Šumak, Boštjan
Publicado:
Faculty of Organization and Informatics Varazdin
Materias:
End users
User interface
Software
Customer satisfaction
Usability
Software development
User experience
Communication
Feedback
Customer feedback
User satisfaction
Employees
User feedback
Multiple choice
Questionnaires
Information systems
Data collection
Customers
User-centered design
Acceso en línea:Citation/Abstract
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Resumen:Customer satisfaction and customer feedback are essential to software manufacturers for a better understanding of customer needs. This paper focuses on one Croatian software development company that relies on its employees to communicate with customers and propose necessary actions for improving customer satisfaction. A questionnaire was used to collect the data. It aims to determine customer involvement in developing new features and what information can be extracted from customer feedback. The results show that senior employees can make decisions based on customer feedback. Additionally, these employees involve customers in the development process.
ISSN:1847-2001
1848-2295
Fuente:Advanced Technologies & Aerospace Database