Experiences from and Attitudes towards Applying User Participation in Public e-Service Development

Jesper Holgersson, Eva Söderström

Abstract

It is evident that user participation is a vital component for successful public e-service development. However, it is also apparent that there is little guidance in e-government research about how user participation should be implemented in practice. Some high level guidelines can be found regarding user participation design schools but there is very little guidance in existing research regarding how these design schools can be implemented in practice. In this paper we have explored public administrations’ experience of user participation, both in general systems development and in development of public e-services, in order to identify basic requirements that have to be fulfilled when implementing user participation in public e-service development. Thereafter we have applied these requirements on commonly used techniques to implement user participation in the light of three design schools: Participatory Design, User Centered Design, and User Innovation. Our results show that techniques to implement user participation in public e-service development must be adjusted to limited resources in terms of time and money as well as short development projects.

References

  1. Albinsson, L. & Forsgren, K. 2005. Co-Design Metaphors And Scenarios - Two Elements In A Design Language For Co-Design. Lap. Kiruna.
  2. Andersen, K. V. & Henriksen, H. Z. 2006. E-Government Maturity Models: Extension Of The Layne And Lee Model. Government Information Quarterly, 23, 236- 248.
  3. Anthopoulos, L.G., Siozos, P. S. & Tsoukalas, I. A. 2007. Applying Participatory Design And Collaboration In Digital Public Services For Discivering And ReDesigning E-Government Services. Government Information Quarterly, 24, 353-376.
  4. Avison, D. & Fitzgerald, B. 1995. Information Systems Development: Methodologies, Techniques And Tools, Uk, Mcgraw-Hill.
  5. Axelsson, K., Melin, U. & Lindgren, I. 2010. Exploring The Importance Of Citizen Participation And Involvement In E-Government Projects - Practice, Incentives And Organization. Transforming Government: People, Process And Policy, 4, 299-321.
  6. Bardram, J. E. 2000. Scenario-Based Design Of Cooperative Systems: Re-Designing An Hospital Information System In Denmark. Group Decision And Negotiation, 9, 237-250.
  7. Bjerknes, G. & Bratteteig, T. 1995. User Participation And Democracy. A Discussion Of Scandinavian Research On Systems Development. Scandinavian Journal Of Information Systems, 7, 73-98.
  8. Bødker, S., Greenbaum, J. & Kyng, M. 1991. Setting The Stages For Design As Action. In: Greenbaum, J. & Kyng, M. (Eds.) Design At Work. New Jersey: Lawrence Erlbaum.
  9. Bødker, S. & Grønbaek, K. 1991. Design In Action: From Prototyping By Demonstration To Cooperative Prototyping. In: Greenbaum, J. & Kyng, M. (Eds.) Design At Work. New Jersey: Lawrence Erlbaum.
  10. Carmel, E., Whitaker, R. D. & George, J. F. 1993. Pd And Joint Application Design: A Transatlantic Comparison. Commun. Acm, 36, 40-48.
  11. Carroll, J. M., Chin, G., Rosson, M. B. & Neale, D. C. 2000. The Development Of Cooperation: Five Years Of Participatory Design In The Virtual School. Proceedings Of The 3rd Conference On Designing Interactive Systems: Processes, Practices, Methods, And Techniques. New York City, New York, Usa: Acm.
  12. Cavaye, A., L, M. 1995. User Participation Is Systems Development Revisited. Information And Management, 28, 311-323.
  13. Chutimaskul, W. 2003. E-Government Requirement Elicitation. In: Tranmuller, R. (Ed.) Egov. Prague, Czech Republic: Springer.
  14. Ehn, P. & Kyng, M. 1991. Cardboard Computers: Mocking-It-Up Or Hands-On The Future. In: Greenbaum, J. & Kyng, M. (Eds.) Design At Work: Cooperative Design Of Computer System. New Jersey: Lawrence Erlbaum Associates.
  15. Escalone, M. & Koch, N. 2004. Requirements Engineering For Web Applications - A Comparative Study. Journal Of Web Engineering, 2, 193-212.
  16. Folkerd, C. & Spinelli, G. 2009. User Exclusion And Fragmented Requirements Capture In Publicly-Funded Is Projects. Transforming Government: People, Process And Policy, 3, 32-49.
  17. Greenbaum, J. & Kyng, M. 1991. Introduction: Situated Design. In: Greenbaum, J. & Hillsdale, M. (Eds.) Design At Work: Cooperative Design Of Computer Systems. New Jersey: Lawrence Erlbaum Associates.
  18. Gulliksen, J. & Göransson, B. 2002. Användarcentrerad Systemdesign, Lund, Studentlitteratur.
  19. Gulliksen, J., Göransson, B., Boivie, I., Blomkvist, S., Persson, J. & Cajander, Å. 2003. Key Principles For User-Centred Systems Design. Behaviour And Information Technology, 22, 397-409.
  20. Holgersson, J. & Karlsson, F. 2011. Exploring Citizens' Possibilities To Participate In Public E-Service Development. In: Chappelet, J.-L., Glassey, O., Janssen, M., Macintosh, A., Scholl, H. J., Tambouris, E. & Wimmer, M. A. (Eds.) Egov 2011 Delft: Trauner Verlag.
  21. Holgersson, J. & Karlsson, F. 2012. Understanding Business Employees' Conditions For Participating In Public E-Service Development. In: Pries-Heje, J., Chiasson, M., Wareham, J., Busquets, X., Valor, J. & Seiber, S. (Eds.) Ecis 2012. Barcelona.
  22. Jansen, A. 2006. Strategies For User Involvement In Egovernment Projects: What Can Be Learned From The Scandinavian Is Tradition? In: Følstad, A., Artman, H. & Krogstie, J. (Eds.) Nordichi'06 Workshop On User Involvement And Representation In E-Government Projects. Oslo.
  23. Jones, S., Hackney, R. & Irani, Z. 2007. Towards EGovernment Transformation: Conceptualising “Citizen Engagement”. Transforming Government: People, Process And Policy, 1, 145-152.
  24. Karlsson, F., Holgersson, J., Söderström, E. & Hedström, K. 2012. Exploring User Participation Approaches In Public E-Service Development. Government Information Quarterly, 29, 158-168.
  25. Kensing, F. & Blomberg, J. 1998. Participatory Design: Issues And Concerns. Computer Supported Cooperative Work, 7, 167-185.
  26. Kling, R. 1977. The Organizational Context Of UserCentered Software Designs. Mis Quarterly, 1, 41.
  27. Kujala, S. & Kauppinen, M. Identifying And Selecting Users For User-Centered Design. In: Raisamo, R., Ed. The Third Nordic Conference On Human-Computer Interaction, 2004 Tampere, Finland. Association For Computing Machinery, 297 - 303.
  28. Kuniavsky, M. 2003. Observing The User Experience: A Practitioner's Guide To User Research, San Fransisco, Morgan Kaufmann.
  29. Maiden, N. & Rugg, G. 1996. Acre: Selecting Methods For Requirements Aquisition. Software Engineering Journal, 11, 183-192.
  30. Muller, M. J., Hallewell Haslwanter, J. & Dayton, T. 1997. Participatory Practices In The Software Lifecycle. In: Helander, M., Landhauer, T. K. & Prabhu, P. (Eds.) Handbook Of Human-Computer Interaction. Amsterdam: Elsevier.
  31. Mumford, E. 1981. Participative Systems Design: Structure And Method. Systems, Objectives, Solutions, 1, 5-19.
  32. Mumford, E. 1993. The Ethics Approach. Communications Of The Acm, 36, 82.
  33. Norman, D. Steps Toward A Cognitive Engineering: Design Rules Based On Analyses Of Human Error. In: Nichols, J. A. & Schneider, M. L., Eds. Human Factors In Computing Systems, 1982 New York. Association For Computing Machinery, 378-382.
  34. Nuseibeh, B. & Easterbrook, S. 2000. Requirements Engineering: A Raodmap. Proceedings Of The Conference On Hte Future Of Software Engineering (Icse).
  35. Oostveen, A.-M. & Van Den Besselaar, P. 2004. From Small Scale To Large Scale User Participation: A Case Study Of Participatory Design In E-Government Systems. The Participatory Design Conference. Toronto, Canada.
  36. Rowley, J. 2006. An Analysis Of The E-Service Literature: Towards A Research Agenda. Internet Research: Electronic Networking Applications And Policy, 16, 879-897.
  37. Saha, P. 2008. Government E-Service Delivery: Identification Of Success Factors From Citizens' Perspective. Phd, Luleå University Of Technology.
  38. Sanders, E. B.-N., Brandt, E. & Binder, T. 2010. A Framwork For Organizing The Tools And Techniques Of Participatory Design. The 11th Biennial Participatory Design Conference (Pdc). Sydney, Australia: Acm.
  39. Scandurra, I. 2007. Building Usability Into Health Informatics - Development And Evaluation Of Information Systems For Shared Homecare. Phd, Uppsala University.
  40. Taylor, M. J., Moynihan, E. P. & Wood-Harper, A. T. 1998. End-User Computing And Information Systems Methodologies. Information Systems Journal, 8, 85- 96.
  41. Tsumaki, T. & Tamai, T. 2006. Framework For Matching Requirements Elicitation Techniques To Project Characteristics. Software Process Improvement And Practice.
  42. Verdegem, P. & Verleye, G. 2009. User-Centered EGovernment In Practice: A Comprehensive Model For Measuring User Satisfaction. Government Information Quarterly, 26, 487-497.
  43. Von Hippel, E. 1986. Lead Users: A Source Of Novel Product Concepts. Management Science, 32, 791-805.
  44. Wood, J. & Silver, D. 1995. Joint Application Development, New York, John Wiley & Sons Inc.
Download


Paper Citation


in Harvard Style

Holgersson J. and Söderström E. (2014). Experiences from and Attitudes towards Applying User Participation in Public e-Service Development . In Proceedings of the 10th International Conference on Web Information Systems and Technologies - Volume 1: WEBIST, ISBN 978-989-758-023-9, pages 269-275. DOI: 10.5220/0004762102690275


in Bibtex Style

@conference{webist14,
author={Jesper Holgersson and Eva Söderström},
title={Experiences from and Attitudes towards Applying User Participation in Public e-Service Development},
booktitle={Proceedings of the 10th International Conference on Web Information Systems and Technologies - Volume 1: WEBIST,},
year={2014},
pages={269-275},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0004762102690275},
isbn={978-989-758-023-9},
}


in EndNote Style

TY - CONF
JO - Proceedings of the 10th International Conference on Web Information Systems and Technologies - Volume 1: WEBIST,
TI - Experiences from and Attitudes towards Applying User Participation in Public e-Service Development
SN - 978-989-758-023-9
AU - Holgersson J.
AU - Söderström E.
PY - 2014
SP - 269
EP - 275
DO - 10.5220/0004762102690275