Collecting, interpreting and implementing user data in organisations to provide a better user experience

Abstract

Many industry experts recognize the need to consider user experience as the key to designing new products and services. User Experience, as a concept, has branched out into diverse industries and disciplines. The term itself does not have a clear definition and is often misinterpreted by many. With the industry continuously evolving, the rise of new approaches to developing products and services is ever present. By means of this thesis, the concepts of UX are understood and further research is done on the concept of Service Design as the next approach that organisations might look to adopt. To do this, one must understand the different processes that exist in the industry of UX designers, their tools, and the collaboration among one another.