Abstract
Background: Internal front office applications are essential to organisational processes and are used by a range of users, from tech-savvy experts to non-technical staff. All applications are expected to be intuitive and efficient. User experience (UX) design is often introduced too late in the process, resulting in applications that can be frustrating to use. This research investigated the importance of UX to ensure user-centred design involving users from the very beginning to ensure that the final product is both user-friendly and effective.
Objective: This study investigated effective methods for conducting user research that can directly influence internal application design before production. The goal was to understand users' needs and turn this knowledge into actionable design solutions, providing developers, designers and project managers with guidance to create applications that satisfy organisational and user needs.
Research Methods: A quantitative survey was conducted with professionals involved in application development to understand current UX practices and challenges. The data collection involved 36 professionals from various roles, such as software developers, UX designers and project managers, using a structured online questionnaire. The responses were analysed using descriptive statistical techniques to identify patterns, frequencies and correlations related to UX design practices in pre-development stages of internal front office applications.
Findings: Early UX involvement boosts product quality, accelerates adoption, reduces errors and enhances user satisfaction. Teams benefit from smoother execution and better collaboration, cutting down on costly changes. Challenges such as limited budgets and balancing user needs with business goals persist. Half the participants noted that UX guidelines effectively translated feedback into design improvements, supporting iterative and agile approaches. Post-deployment feedback remained key, with updates being made after launch, and regular user sessions being conducted. Structured UX processes and continuous engagement ensure that internal apps stay user-friendly and efficient.
Contribution: This research underscores the value of prioritising UX early in development, demonstrating how it leads to applications that are user-centred and aligned with both user and business goals.