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 -