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User-centered design of an ERP integration framework for trading SMEs customizing Microsoft Dynamics 365 BC and integrating lark: A case study
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School of Science |
Master's thesis
Electronic archive copy is available via Aalto Thesis Database.
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en
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112
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Abstract
This thesis presents a user-centered design approach to the development of an ERP integration framework tailored for small and medium-sized trading enterprises. Focusing on the case of Norcn365 AB, a cross-border company operating between Sweden and China, the study investigates how Microsoft Dynamics 365 Business Central (BC) can be customized and integrated with the Lark platform to improve operational efficiency across procurement, sales, logistics, and finance modules.
Guided by the principles of User-Centered Design (UCD), the research involved contextual inquiry, user journey mapping and usability testing. Key system enhancements included multilingual interfaces (English, Swedish, Chinese), automated approval flows, batch-level cost and inventory tracking, and mobile-friendly cross-platform interactions. The integration with Lark enabled flexible task execution beyond BC’s native capabilities, particularly for teams operating in different regions and languages.
Usability testing confirmed the effectiveness of the proposed solution, achieving a 100% task success rate, a 40% reduction in task completion time, and high System Usability Scale (SUS) scores across all modules. The resulting ERP integration framework not only resolved existing operational pain points at Norcn365 AB but also offers a scalable model for other trading SMEs seeking to implement people-centric, adaptable ERP systems. This study emphasizes the critical role of UCD in designing ERP solutions that are not only technically functional but genuinely aligned with user workflows and business needs.