User certification of workplace software: assessing both artefact and usage
2009 (English)In: Behavior and Information Technology, ISSN 0144-929X, E-ISSN 1362-3001, Vol. 28, no 2, 101-120 p.Article in journal (Refereed) Published
This article summarises activities and results from the quality assessment project 'Quality Assurance of IT Support at Work' (ITQ) which has been performed by Swedish researchers in close cooperation with trade unions 1999-2005. The ITQ project is part of a network, UsersAward, which works for the goal to develop and implement a strategy for good software products on the work floor. A main result of the ITQ project is the first version of a software certification programme, User Certified 2002, which is described in some detail. The underlying theoretical arguments for its design and the performed pilot projects which have informed its implementation are also presented. The outcome of performed certifications is discussed in terms of stakeholder response; in terms of whether to certify artefact, processes, or both; and in terms of the relationship between software certification, standardisation, and public procurement agreements. One conclusion from the project is that a viable software certification programme has to cover the software's built-in features, its deployment process, and its actual situated usage. A second conclusion is that the buying organisation has to implement integrative processes in which its organisational development and its implementation of IT systems are coordinated. Conclusions are also drawn with respect to the set of organisational patterns underlying the UsersAward initiative-certifications, user panels, user surveys, user conferences and a yearly IT Prize contest. Finally, implications and plans for the future, especially international research and union cooperation activities, and further development of the certification process are described.
Place, publisher, year, edition, pages
2009. Vol. 28, no 2, 101-120 p.
certification of software, user involvement, participatory design, quality in use, quality assurance, quality criteria, usability
Computer and Information Science
IdentifiersURN: urn:nbn:se:kth:diva-18203DOI: 10.1080/01449290701288775ISI: 000263649100002ScopusID: 2-s2.0-61349129503OAI: oai:DiVA.org:kth-18203DiVA: diva2:336249
QC 201005252010-08-052010-08-052012-01-02Bibliographically approved