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dissertation (3)


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2017 (3)

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Dissertation
Etude de l'ergonomie du site Newpharma au service d'une meilleure expérience utilisateur.
Authors: --- --- ---
Year: 2017 Publisher: Liège Université de Liège (ULiège)

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Abstract

The Internet is constantly revolutionizing the world of commerce. We are seeing an increasingly connected world population and the number of e-buyers is increasing every day. This daily evolution of e-commerce creates new consumer behaviour: their expectations are constantly increasing, requiring continuous adaptation of online services. On the Internet, power has changed sides, it is now on the side of the audience. To convey the message, it is no longer enough to impose an advertisement to a passive consumer in front of his screen. It is about seducing, creating interest and giving envy. To do this, an online site must offer the best user experience.
Throughout this thesis, we have studied the benefits that effective ergonomics can bring to a website. Ergonomics makes information access more fluid and facilitates navigation. When a user arrives on a website, it is essential to show him his way, to guide him to the content that is of interest to him and, above all, not to lose him on the way. Indeed, as Nielsen said so well: "If customers cannot find it, they cannot buy it."
The challenge for Newpharma is to keep building a website that meets all the evolving needs of Internet users. It is essential to provide tools to help them navigate quickly and efficiently.
The purpose of this study, based on the ergonomics of the Newpharma website, is to identify potential changes and improvements to the site ergonomics in order to enhance user experience.


Dissertation
Identification des besoins des utilisateurs concernant les services d'assurance de demain en vue d'optimiser l'expérience omnicanal de ceux-ci
Authors: --- --- --- ---
Year: 2017 Publisher: Liège Université de Liège (ULiège)

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In the digital era where numerous sectors completed their digital transformation, we decided to focus on the evolution of the insurance industry and evaluate the digital maturity of the main actors. Based on the findings of Capgemini researchers (2015) highlighting an unsatisfactory experience for insurance consumers, we sought to understand the source of their dissatisfaction and how to fill it.
This project-thesis is structured into two parts. The first one corresponds to the initial mission that focused on the identification of future needs of insurances’ users. The second one corresponds to the supplementary mission that aimed at elaborating a concrete solution to optimize consumers’ experience. This work corresponds to an anticipation approach and not to the response of a client’s request. 
To complete this initial mission, we conducted two different researches. Firstly, a descriptive research to highlight evolutions in the insurance industry. Secondly, an exploratory research to detect the consumers’ needs. To lead this exploratory research, which represented a substantial part of the mission, we designed a qualitative research based on the method of the “grounded theory” and we used individual face-to-face interviews. Based on the collected data, we mapped the consumer’s decision process. We also used two theoretical models – the gap model and the customer experience mapping – in order to identify the main issues faced by the consumers. The result of this mission was the definition of a vision that gives a clear direction for the actors in the insurance sector to generate an optimized experience for consumers.
Once the initial mission was completed, we decided to go further and develop a minimum viable product (MVP). Based on the different stages of the user experience methodology, we designed a new service based on the mobile technology using the service blueprint tool. To make it more concrete, we also produced a prototype. The developed solution called “InsurMe” represents a mobile application that aims at helping consumers to be aware of their insurance’s needs and help them to reduce their risk-taking by providing the necessary information at the right time and in the appropriate way. The result of this part was the MVP.
We can consider that we reached our objectives and completed our missions. Firstly, we defined a vision. Secondly, we designed a new service and the related minimum viable product. Moreover, we also thought about different recommendations to help the potential investor to launch InsurMe in the market.


Dissertation
Adoption of immersive virtual reality in management - Impact of realism and scene complexity on perceived presence and user experience
Authors: --- --- ---
Year: 2017 Publisher: Liège Université de Liège (ULiège)

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Abstract

Mature virtual reality (VR) technology offers significant economic advantages for application 
in management contexts and is presumed to become the standard interface of the future. However,
a holistic assessment of the potential benefits implied by the adoption of VR requires the
inclusion of concepts for the quantification and quality of user experience as the user is identified
as key resource for operational performance and main determinant for the efficiency assessment
of a virtual environment (VE). Important concepts comprise presence and user experience.
Through the constant overflow of information in the digital world, humans have limited spans
of attention and ability to focus. Thus, greater complexity, amount of objects and pictorial
realism are believed to decrease the perceived efficiency of a VE, through higher distraction
and more non-task-relevant stimuli, though it is assumed to increase presence and user experience.
A gap in current literature is identified in the simultaneous examination of visual realism
and scene complexity with presence and user experience. Moreover, current literature has
not been found to cover the possibly resulting distractive influence of higher scene complexity
on the quality of the VE experience in regard to task performance.
The main goal of this thesis is to provide a sound assessment of the adoption of virtual reality
in management based on both pragmatic and user-related criteria. Within a case study of a
between-groups design 25 participants executed a search-task inside an immersive VE with a
HMD and filled both pre- and post-questionnaires to examine the effect of scene complexity
and visual realism on the perception of presence and convenience of users, measured by user
experience.
Results show significant higher levels of naturalness for high realism and scene complexity
(lasergrammetric scan) and significantly higher negative effects. Moreover it is perceived
more distractive as it detracts specific user attention from the task onto the general VE. Taskrelated
quality is perceived lower and non-task-related hedonic quality is significantly higher
for the simplified environment (3D model).
Results underline the relevance of subjective measures to qualify and quantify user experience
in VEs and point out the importance of user-centred design to enhance VE efficiency and performance.

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