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User-Centred Systems Design as Organizational Change: A Longitudinal Action Research Project to Improve Usability and the Computerized Work Environment in a Public Authority
Uppsala University.ORCID iD: 0000-0002-2411-6417
Uppsala University.
Uppsala University.ORCID iD: 0000-0002-7662-9687
Uppsala University.
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2009 (English)In: International Journal of Technology and Human Interaction, ISSN 1548-3908, E-ISSN 1548-3916, Vol. 5, no 3, 13-53 p.Article in journal (Refereed) Published
Abstract [en]

This paper presents a longitudinal case study in which six Human-Computer Interaction (HCI) researchers worked extensively in an action research cooperation with a public authority over a period of four years. The purpose of the cooperation was to increase the focus on usability in the authority, and the main research question was how user centered systems design and increased awareness on work environment in relation to computer usage could promote organizational change in a public authority. The overarching research approach in this project has been action research and the data used in this paper is derived from an evaluation performed at the end of the project, as well as through our experiences from working with the project. The results involve aspects relating to organizational issues, management support, strategic documents and end-user participation. Moreover the results include methodological support for bringing users and developers closer together and individual and organizational attitudes to development. The purpose of this paper is to make some general conclusions on how to bring about change when approaching a large public authority with the purpose of introducing usability and user centered systems design.

Place, publisher, year, edition, pages
2009. Vol. 5, no 3, 13-53 p.
National Category
Computer Science
Identifiers
URN: urn:nbn:se:kth:diva-47958DOI: 10.4018/jthi.2009070102OAI: oai:DiVA.org:kth-47958DiVA: diva2:456584
Note
QC 20111118Available from: 2011-11-15 Created: 2011-11-15 Last updated: 2017-12-08Bibliographically approved
In thesis
1. Making Sense of Usability: Organizational Change and Sensemaking when Introducing User-Centred Systems Design in Public Authorities
Open this publication in new window or tab >>Making Sense of Usability: Organizational Change and Sensemaking when Introducing User-Centred Systems Design in Public Authorities
2009 (English)Licentiate thesis, comprehensive summary (Other academic)
Place, publisher, year, edition, pages
Department of Information Technology: Uppsala universitet, 2009. 48 p.
Series
IT licentiate theses, ISSN 1404-5117 ; 2009-002
National Category
Computer and Information Science
Identifiers
urn:nbn:se:kth:diva-59917 (URN)
Note
QC 20120208Available from: 2012-02-08 Created: 2012-01-12 Last updated: 2012-02-08Bibliographically approved
2. Situated Reflexive Change: User-Centred Design in(to) Practice
Open this publication in new window or tab >>Situated Reflexive Change: User-Centred Design in(to) Practice
2013 (English)Doctoral thesis, comprehensive summary (Other academic)
Abstract [en]

Technology used in the Swedish workplace is perceived to be controlling, gener- ally still difficult to use, and with a low degree of usability. Even though the field of Human-Computer Interaction (HCI) has been concerned with researching different ways of developing usable systems for at least half a century, there seem to be problems with the diffusion of the results into practice. One of the possible approaches to developing usable systems is user-centred design, and in this thesis I am concerned with the issue of introducing user-centred design and usability work in public authorities and institutions. I will present work done in two different research projects with a focus on change, where the aim has been to introduce or enhance usability work. Through a lens of social construction- ism and reflexivity I will explore the outcome of the projects and the implica- tions for the introduction of user-centred design in practice. Furthermore, I will explore whether the focus on the introduction of usability work might hinder the formation of a sustainable change in the organizations interested in devel- oping usable systems. The research question then becomes; can we introduce usability work in organizations?

The answer to this question is no. Instead, we need to change our perspective from introduction to situated reflexive change: focusing on sensemaking and a situated process of ongoing change, where the stakeholders in the organization themselves must play an active and responsible part. This entails a shift from dualism to duality and a reconsideration of what our usability methods can con- tribute with. Furthermore, I will explore possible approaches to working with situated reflexive change with tools that are familiar in the field of HCI, but with an expanded scope. In particular I will discuss field studies conducted by system developers as a tool for making sense of usability issues, personas as a tool for inducing reflexivity in and on practice, and usability coaching as a sensemaking tool for both organizational stakeholders and researchers in order to understand and reflect upon change.

Place, publisher, year, edition, pages
Stockholm: KTH Royal Institute of Technology, 2013. xviii, 72 p.
Series
Trita-CSC-A, ISSN 1653-5723 ; 2012:18
Keyword
user-centred design, user-centred systems design, organizational change, sensemaking, reflexivity, practice
National Category
Human Computer Interaction
Identifiers
urn:nbn:se:kth:diva-116403 (URN)978-91-7501-610-8 (ISBN)
Public defence
2013-02-08, F3, Lindstedtsvägen 26, KTH, Stockholm, 14:00 (English)
Opponent
Supervisors
Note

QC 20130118

Available from: 2013-01-18 Created: 2013-01-18 Last updated: 2013-01-18Bibliographically approved

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