Publicação
Evaluating and Improving Best European Customer Experience Dashboards for Better Decision-Making
| datacite.subject.fos | Ciências Naturais::Ciências da Computação e da Informação | pt_PT |
| dc.contributor.advisor | Coelho, Pedro Miguel Pereira Simões | |
| dc.contributor.author | Oliveira, João Pedro Lopes | |
| dc.date.accessioned | 2025-11-10T14:38:09Z | |
| dc.date.available | 2025-11-10T14:38:09Z | |
| dc.date.issued | 2025-10-28 | |
| dc.description | Dissertation presented as the partial requirement for obtaining a Master's degree in Information Management, specialization in Business Intelligence | pt_PT |
| dc.description.abstract | 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. | pt_PT |
| dc.identifier.tid | 204075394 | |
| dc.identifier.uri | http://hdl.handle.net/10362/190412 | |
| dc.language.iso | eng | pt_PT |
| dc.rights.uri | http://creativecommons.org/licenses/by/4.0/ | pt_PT |
| dc.subject | Dashboard Renovation | pt_PT |
| dc.subject | Design Science Research Methodology (DSRM) | pt_PT |
| dc.subject | Business Intelligence | pt_PT |
| dc.subject | Data Visualization | pt_PT |
| dc.subject | Dashboard Design | pt_PT |
| dc.subject | User Interaction | pt_PT |
| dc.subject | Usability | pt_PT |
| dc.subject | Performance Metrics | pt_PT |
| dc.subject | Data-Driven Decision Making | pt_PT |
| dc.subject | Business Analytics | pt_PT |
| dc.subject | Dashboard Usability Evaluation | pt_PT |
| dc.subject | Power BI | pt_PT |
| dc.title | Evaluating and Improving Best European Customer Experience Dashboards for Better Decision-Making | pt_PT |
| dc.type | master thesis | |
| dspace.entity.type | Publication | |
| rcaap.rights | openAccess | pt_PT |
| rcaap.type | masterThesis | pt_PT |
| thesis.degree.name | Mestrado em Gestão de Informação, especialização em Business Intelligence | pt_PT |