Vad krävs för att skapa ett effektivt och lönsamt ärendehanteringssystem? Ett konceptförslag skapat för Essity Hygiene and Health AB

Abstract

TENA SmartCare Change Indicator is a product made by Essity Hygiene and Health AB. Today, the support for the product is managed through email, which makes it difficult to categorize and track the requests. Therefore, this thesis aimed at investigating the needs and requirements for a ticket system. User research was performed to give an understanding of the requirements, supported by design principles, usability and human-machine system, as well as other theories. The methods that were used were interviews, stakeholder maps, KJ-analysis and brainstorming. With support from the functional analysis and requirements specificaton, wireframes were made in Figma. These were iterated and two concepts for a ticket system were made. The final concept includes an startpage, an overview for tickets, a page for creating tickets and a page with statistics, all including different features and functions to fulfill the needs of every user.