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Evaluating and Improving Best European Customer Experience Dashboards for Better Decision-Making
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| 3.63 MB | Adobe PDF |
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Resumo(s)
In an increasingly data-driven world, Business Intelligence (BI) tools play a pivotal role
in enhancing organizational decision-making. Among these tools, dashboards are widely
adopted for their ability to present complex data in a visual and intuitive format. However,
their effectiveness often depends on how well they are designed and aligned with user needs.
This dissertation evaluates and optimizes the dashboard used in the Best European Customer
Experience (BECX) project, a national initiative that collects customer satisfaction data
quarterly to support business decisions. The original dashboard presented several limitations,
such as poor visual hierarchy, overloaded information, and limited interactivity, which
hindered its usability. Applying Design Science Research Methodology (DSRM), the existing
dashboard was critically analyzed, redesigned, and evaluated through expert feedback and a
checklist of best visualization practices. The redesigned version incorporates principles of
Gestalt, color theory, and UX/UI design to enhance clarity, relevance, and user experience.
The results demonstrate a clear improvement in data interpretation, usability, and support
for decision-making, fulfilling the goals initially outlined. This work not only contributes to the
practical enhancement of the BECX dashboard but also serves as a methodological reference
for future BI projects. Future research could explore usability testing with end users, mobile
adaptation, and advanced features such as drill-down and visual storytelling to further
strengthen the dashboard's strategic value.
Descrição
Dissertation presented as the partial requirement for obtaining a Master's degree in Information Management, specialization in Business Intelligence
Palavras-chave
Dashboard Renovation Design Science Research Methodology (DSRM) Business Intelligence Data Visualization Dashboard Design User Interaction Usability Performance Metrics Data-Driven Decision Making Business Analytics Dashboard Usability Evaluation Power BI