How Do Users Perceive a Design-in-Use Approach to Implementation? A Healthcare Case
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How Do Users Perceive a Design-in-Use Approach to Implementation? A Healthcare Case. / Hertzum, Morten; Torkilsheyggi, Arnvør Martinsdottir á.
Proceedings of the INTERACT2019 Conference on Human-Computer Interaction. Vol. LNCS 11748 Cham : Springer, 2019. p. 410-430 (Lecture Notes in Computer Science).Research output: Chapter in Book/Report/Conference proceeding › Article in proceedings › Research › peer-review
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TY - GEN
T1 - How Do Users Perceive a Design-in-Use Approach to Implementation? A Healthcare Case
AU - Hertzum, Morten
AU - Torkilsheyggi, Arnvør Martinsdottir á
PY - 2019
Y1 - 2019
N2 - The implementation of information systems in organizational settings is a protracted process that includes the mutual adaptation of system and organization to each other after the system has gone live. We investigate a design-in-use approach to this implementation process. Rather than a centrally run implementation process with preset goals, the management in the studied hospital tasked the individual departments with exploring and embracing the possibilities afforded by a network of interconnected electronic whiteboards. The responsibility for driving this process was assigned to local super users in the departments. On the basis of interviews with 17 clinicians we find that (a) they perceive the design-in-use approach in conflicting ways, (b) the super users are more positive about the approach than the end-users, (c) standardization across departments conflicts with design in use within departments, (d) intradepartmental change is perceived more positively, (e) the design-in-use process is inextricably sociotechnical, and (f) the clinicians’ perception of design in use is more about implementing change than about preparing it or about training and support. The conflicting perceptions of the design-in-use approach, for example, include whether it gained momentum, met local needs, and made for an engaging process. We discuss the implications of our findings for a design-in-use approach to implementation.
AB - The implementation of information systems in organizational settings is a protracted process that includes the mutual adaptation of system and organization to each other after the system has gone live. We investigate a design-in-use approach to this implementation process. Rather than a centrally run implementation process with preset goals, the management in the studied hospital tasked the individual departments with exploring and embracing the possibilities afforded by a network of interconnected electronic whiteboards. The responsibility for driving this process was assigned to local super users in the departments. On the basis of interviews with 17 clinicians we find that (a) they perceive the design-in-use approach in conflicting ways, (b) the super users are more positive about the approach than the end-users, (c) standardization across departments conflicts with design in use within departments, (d) intradepartmental change is perceived more positively, (e) the design-in-use process is inextricably sociotechnical, and (f) the clinicians’ perception of design in use is more about implementing change than about preparing it or about training and support. The conflicting perceptions of the design-in-use approach, for example, include whether it gained momentum, met local needs, and made for an engaging process. We discuss the implications of our findings for a design-in-use approach to implementation.
KW - Faculty of Humanities
KW - Design in use
KW - Organizational implementation
KW - Healthcare
U2 - 10.1007/978-3-030-29387-1_23
DO - 10.1007/978-3-030-29387-1_23
M3 - Article in proceedings
VL - LNCS 11748
T3 - Lecture Notes in Computer Science
SP - 410
EP - 430
BT - Proceedings of the INTERACT2019 Conference on Human-Computer Interaction
PB - Springer
CY - Cham
ER -
ID: 226987243