Knowledge Base Information Presentation Innovation

The problematic tackled by this thesis is the complexity of interpretation of knowledge base information for Vodafone Czech Republic representatives. It focuses mainly on newcomers working at the company’s retail stores in their first three to six months. Targeting these newcomers primarily, the aim of the thesis is to come up with a method allowing better presentation of knowledge base information in the company’s tool “Intranet prodeje a péče”. The Design Thinking method has been applied in the following: problem analysis, solution finding, and prototype proposal and testing. It enables a combination of three dimensions, specifically customer demands, technical feasibility and business acquisition. Moreover, the thesis emphasizes frequent verification of hypotheses by the actual users of Vodafone’s current knowledge base tool “Intranet prodeje a péče”. This prototype has been gradually modified and shaped into its current version thanks to the findings acquired by user testing of the solution prototype performed in three iterations. Furthermore, this final prototype version is also the solution to the issue discussed in this thesis, namely the problematic of the knowledge base information presentation. Augmentation of low customer experience provided by organisation’s newest representatives should be achieved through this innovation. Lastly, this thesis presents a proof of how vital the company’s top management support in the process of its Knowledge Management tool innovation is. Thanks to frequent consultation with these high-ranking stakeholders identified in the thesis, support has been provided not only in proposing a solution to the problem. At the end of the thesis, members of the company’s top management expressed interest in implementing the proposed solution. Thus, its incremental and iterative deployment should be a logical follow-up of this thesis.