Medição da experiência do usuário na gestão de portfólio de aplicações

Abstract

Organizations run their business supported by a wide range of software called applications. As they improve their operations and strategies, the set of applications increases, bringing complexity to management. The management of an organization's application portfolio involves the continuous evaluation of the applications’ performance in a process of data collection and analysis, which enables decision making with the aim of rationalizing the portfolio, thus reducing its complexity, better directing investments, and contributing to improve the performance of the processes supported by these applications. Among the evaluations performed on the applications, stand out those that measure the user experience through people’s perceptions of the applications. Measuring the user experience of applications becomes of great importance since by pointing out applications that frustrate or do not serve them, users indicate applications that are natural candidates for improvement or replacement. Although application portfolio management consider the importance of measuring user experience, there is a conceptual gap in the choice of metrics among a diversity of user experience metrics in the literature. For organizations with large application portfolios and lower levels of user experience maturity, defining user experience metrics becomes a problem, due to need to integrate it with the application portfolio management. This work aims to develop a satisfactory solution to the practical problem described, in the form of a user experience performance measurement method to be incorporated into application portfolio management, developing useful and applicable knowledge, which fits this research into the Design Science Research method.