Usability in Web-Based Customer Self-Service Solutions

Abstract

Main contents: 1. A backround study, including: a. Give a general overview of theories behind satisfaction in customer self-services on the web. b. Give an overview of existing self-service solutions used in the telecom market today, and the experience from the use of these. c. Explain and discuss new technologies for self-service solutions on web (web 2.0, Ajax etc.) d. Look at earlier studies carried out on self-service solutions. 2. Do a survey on users against existing self-service solutions, tie this to the backround study and investigate issues with low score on usability. 3. Suggest concepts for improving usability in web based self-service solutions based on the surveys and new web technologies.