Incomplete by Design: A Study of a Design-in-Use Approach to Systems Implementation
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Incomplete by Design: A Study of a Design-in-Use Approach to Systems Implementation. / Torkilsheyggi, Arnvør Martinsdóttir á; Hertzum, Morten.
I: Scandinavian Journal of Information Systems, Bind 29, Nr. 2, 2, 2017.Publikation: Bidrag til tidsskrift › Tidsskriftartikel › Forskning › fagfællebedømt
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TY - JOUR
T1 - Incomplete by Design: A Study of a Design-in-Use Approach to Systems Implementation
AU - Torkilsheyggi, Arnvør Martinsdóttir á
AU - Hertzum, Morten
PY - 2017
Y1 - 2017
N2 - In complex work settings the design of a system, including the associated work practices, must be completed in use to derive full benefit from the system. We investigate the introduction of an electronic whiteboard throughout a hospital in which management substituted a local design-in-use process, driven by super users, for a centrally organized implementation process. The aim of this study is to investigate the design-in-use approach to systems implementation with respect to the tension that ensued between hospital management’s expectations to the process and the goals pursued in the individual departments. On the basis of interviews we find that many users, including some super users, were skeptical toward design in use, that the process was better suited for intra- than interdepartmental change, and that simultaneous evolution in management’s expectations and the locally pursued goals aggravated the tension. We discuss the circumstances under which a local design-in-use process may, partly, replace conventional systems implementation.
AB - In complex work settings the design of a system, including the associated work practices, must be completed in use to derive full benefit from the system. We investigate the introduction of an electronic whiteboard throughout a hospital in which management substituted a local design-in-use process, driven by super users, for a centrally organized implementation process. The aim of this study is to investigate the design-in-use approach to systems implementation with respect to the tension that ensued between hospital management’s expectations to the process and the goals pursued in the individual departments. On the basis of interviews we find that many users, including some super users, were skeptical toward design in use, that the process was better suited for intra- than interdepartmental change, and that simultaneous evolution in management’s expectations and the locally pursued goals aggravated the tension. We discuss the circumstances under which a local design-in-use process may, partly, replace conventional systems implementation.
KW - Faculty of Humanities
KW - Design in use
KW - super users
KW - Organizational implementation
KW - change management
KW - Healthcare
M3 - Journal article
VL - 29
JO - Scandinavian Journal of Information Systems
JF - Scandinavian Journal of Information Systems
SN - 0905-0167
IS - 2
M1 - 2
ER -
ID: 185277962