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Conceção e Design de Plataforma Online para Recolha de Feedback
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O presente relatório de estágio documenta a conceção e desenvolvimento da plataforma Feat, uma solução de alta fidelidade Software-as-a-Service (SaaS) desenhada
para o mercado Business-to-Business (B2B) que se dedica ao customer feedback loop, . A Feat foi criada no âmbito de uma experiência de estágio curricular realizada para concluir
o Mestrado em Novos Media e Práticas Web da Faculdade de Ciências Sociais e Humanas da Universidade NOVA de Lisboa. De forma a definir funcionalidades chave e
compreender em profundidade o público-alvo, recorreu-se a revisão bibliográfica, análise de concorrentes e pesquisa de utilizador (entrevistas, questionários e netnography). Com
base nesses insights, criaram-se protótipos de baixa e alta fidelidade, posteriormente validados através de testes de usabilidade que revelaram áreas de melhoria. O relatório estrutura-se em cinco capítulos, iniciando com a apresentação dos objetivos, metodologia e caracterização da entidade de acolhimento. De seguida, mapeia se a evolução do relacionamento humano–computador e do crescente papel do feedback de utilizador nas organizações. No terceiro capítulo detalha-se a metodologia aplicada, enquanto o quarto aborda os resultados e discussão provenientes da mesma. Por fim, o quinto capítulo apresenta as conclusões, limitações e sugestões para um futuro trabalho.
This internship report details the conception and development process of Feat, a high-fidelity Software-as-a-Service (SaaS) platform designed for the Business-to Business (B2B) market, dedicated to the customer feedback loop. Feat was built as a part of a curricular internship underwent to complete a Master’s degree in New Media and Web Practices at the Faculty of Social and Human Sciences of the NOVA University of Lisbon. This project began with a comprehensive literature review, competitor analysis, and user research (namely interviews, surveys, and netnography) to identify key features and clarify the target audience. Based on the research, low and high-fidelity prototypes were built, which were later tested with users to discover areas for improvement. Thus, this report is divided into five chapters, beginning with a general view of the investigation and a characterization of the agency where the internship took place. The second chapter explores the evolution of the human-computer relationship and how its evolution shaped the role of user feedback in business contexts. Following this, the adopted methodology is introduced, and in the next chapter, the results and discussion are presented. The fifth chapter presents the concluding remarks, acknowledges project limitations, and suggests directions for future work.
This internship report details the conception and development process of Feat, a high-fidelity Software-as-a-Service (SaaS) platform designed for the Business-to Business (B2B) market, dedicated to the customer feedback loop. Feat was built as a part of a curricular internship underwent to complete a Master’s degree in New Media and Web Practices at the Faculty of Social and Human Sciences of the NOVA University of Lisbon. This project began with a comprehensive literature review, competitor analysis, and user research (namely interviews, surveys, and netnography) to identify key features and clarify the target audience. Based on the research, low and high-fidelity prototypes were built, which were later tested with users to discover areas for improvement. Thus, this report is divided into five chapters, beginning with a general view of the investigation and a characterization of the agency where the internship took place. The second chapter explores the evolution of the human-computer relationship and how its evolution shaped the role of user feedback in business contexts. Following this, the adopted methodology is introduced, and in the next chapter, the results and discussion are presented. The fifth chapter presents the concluding remarks, acknowledges project limitations, and suggests directions for future work.
Descrição
Palavras-chave
Customer feedback loop Feedback de utilizador Análise automatizada de sentimentos Plataforma SaaS B2B Plataforma digital Design de UX/UI Automatized analysis of user sentiment B2B SaaS platform Digital platform UX/UI design