User experience in ERP system development : An action research project to involve user experience in the everyday work

Abstract: The aim of this project was to find and implement actions to increase ERP system developers’ ability to improve user experience. The focus has been methods and resources that are used in the everyday work, and the selected methodology was action research. The project took place at IFS, which develops the ERP system IFS Applications. The project started with a pre-study consisting of interviews, observations and a survey. Then, four workshops were organized where the methods Ad hoc personas, Heuristic evaluation and Speed sketching were introduced and practiced. The workshops also included information on user experience in ERP systems. The workshops were then evaluated with a new survey and focus groups. The results show that the participants thought the workshops had a positive effect on their ability to work with user experience. Heuristic evaluation and speed sketching were very well-received, and deemed easy to integrate with the everyday work. Ad hoc personas workshops should be conducted early in a project to have the best effect. Overall, the workshops increased the participants’ motivation for user experience work.