Business intelligence platforms from a user perspective. : A qualitative study on important parameters for a good user experience

With the continued development of digital transformation, organizations increasingly rely on Business Intelligence (BI) platforms to convert data into favorable decision-making. With a variety of BI tools available, selecting the most appropriate platform is important for organizations that want the best possible conditions for success. Our study explores the question: What parameters are important in a BI-platform from a UX perspective in an organizational context? The study was conducted as a qualitative case study within the customer service department of a major international energy company. Data was collected through six semi-structured interviews with both technical staff, decision makers, and users of BI platforms. In addition to this, a comparative analysis of two BI tools was also carried out to evaluate differences in user experience and visual presentation. The interviews were analyzed using thematic analysis, following Braun and Clarke’s six-phase framework. The analysis identified seven categories: usability, performance, data quality, compatibility, self-service, user trainig and the role of AI in future BI development. The findings show that usability is often the most vital factor in BI-platforms for users, while developers prioritized performance. Compatibility with existing infrastructure also became to be known as essential. Furthermore, the importance of documentation, visual clarity, and support for non-technical users was emphasized. It highlights the importance of balancing technical performance with user-centered design and suggests that a successful BI platform must align with both organizational- and user needs.