Enhancing Digital Capabilities within the Manufacturing Sector; How can Volvo Group´s supplier portal be change to be made more usable and better fit the needs of its users?

Abstract

This study has aimed to investigate how Volvo Group’s Supplier Portal could be made more usable and better fit the needs of its users. The study was carried out in order to increase the knowledge of how the Usability of a Supplier Portal could be increased in the context of a manufacturing firm with a large user base by applying a user-centred perspective. The research was carried out using a mixed-method approach containing both a qualitative and a quantitative study, where the former laid the foundation for the latter. The results of the two studies were jointly analysed in order to take advantage of the benefits associated with mixed-method research, such as data triangulation, as well as receiving both in-depth responses and data from a large sample size. The results of this study reveals that the Usability of Volvo Group’s Supplier Portal could be increased in a number of ways. Efficiency could e.g. be increased by simplifying the navigation and information structure of the Portal, where a lot of information could be consolidated or removed for a better overview of the structure. Important functionality should also be placed for easy access within the portal, as it is evident that the users want to be able to solve their tasks as fast as possible. Effectiveness could for example be increased by creating an accessible and thorough help-section that could enable the users to help themselves when encountering problems, and therefore ultimately reduce unnecessary interactions with the case company, that waste time and resources for both parties. User Satisfaction could also be increased by adapting the Supplier portal for use on mobile devices, as this increases availability. Something that the findings highlight will become increasingly important over time. The results of the study increase the understanding of how Usability can be improved in this particular context and in relation to the activities performed within the context. However because it is a Single case study, one has to be careful when attempting to utilize the findings in a broader context. The authors do however believe that the results should be somewhat applicable in the context of other manufacturing companies with similar characteristics.