Skip to main content
Top

2019 | OriginalPaper | Chapter

How Do Users Perceive a Design-in-Use Approach to Implementation? A Healthcare Case

Authors : Morten Hertzum, Arnvør Torkilsheyggi

Published in: Human-Computer Interaction – INTERACT 2019

Publisher: Springer International Publishing

Activate our intelligent search to find suitable subject content or patents.

search-config
loading …

Abstract

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.

Dont have a licence yet? Then find out more about our products and how to get one now:

Springer Professional "Wirtschaft+Technik"

Online-Abonnement

Mit Springer Professional "Wirtschaft+Technik" erhalten Sie Zugriff auf:

  • über 102.000 Bücher
  • über 537 Zeitschriften

aus folgenden Fachgebieten:

  • Automobil + Motoren
  • Bauwesen + Immobilien
  • Business IT + Informatik
  • Elektrotechnik + Elektronik
  • Energie + Nachhaltigkeit
  • Finance + Banking
  • Management + Führung
  • Marketing + Vertrieb
  • Maschinenbau + Werkstoffe
  • Versicherung + Risiko

Jetzt Wissensvorsprung sichern!

Springer Professional "Technik"

Online-Abonnement

Mit Springer Professional "Technik" erhalten Sie Zugriff auf:

  • über 67.000 Bücher
  • über 390 Zeitschriften

aus folgenden Fachgebieten:

  • Automobil + Motoren
  • Bauwesen + Immobilien
  • Business IT + Informatik
  • Elektrotechnik + Elektronik
  • Energie + Nachhaltigkeit
  • Maschinenbau + Werkstoffe




 

Jetzt Wissensvorsprung sichern!

Springer Professional "Wirtschaft"

Online-Abonnement

Mit Springer Professional "Wirtschaft" erhalten Sie Zugriff auf:

  • über 67.000 Bücher
  • über 340 Zeitschriften

aus folgenden Fachgebieten:

  • Bauwesen + Immobilien
  • Business IT + Informatik
  • Finance + Banking
  • Management + Führung
  • Marketing + Vertrieb
  • Versicherung + Risiko




Jetzt Wissensvorsprung sichern!

Literature
1.
go back to reference Aanestad, M., Driveklepp, A.M., Sørli, H., Hertzum, M.: Participatory continuing design: “living with” videoconferencing in rehabilitation. In: Kanstrup, A.M., Bygholm, A., Bertelsen, P., Nøhr, C. (eds.) Participatory Design and Health Information Technology, pp. 45–59. IOS Press, Amsterdam (2017) Aanestad, M., Driveklepp, A.M., Sørli, H., Hertzum, M.: Participatory continuing design: “living with” videoconferencing in rehabilitation. In: Kanstrup, A.M., Bygholm, A., Bertelsen, P., Nøhr, C. (eds.) Participatory Design and Health Information Technology, pp. 45–59. IOS Press, Amsterdam (2017)
2.
go back to reference Aarts, J., Berg, M.: Same system, different outcomes: comparing the implementation of computerized physician order entry in two Dutch hospitals. Methods Inf. Med. 45(1), 53–61 (2006)CrossRef Aarts, J., Berg, M.: Same system, different outcomes: comparing the implementation of computerized physician order entry in two Dutch hospitals. Methods Inf. Med. 45(1), 53–61 (2006)CrossRef
3.
go back to reference Balka, E., Wagner, I.: Making things work: dimensions of configurability as appropriation work. In: Proceedings of the CSCW 2006 Conference on Computer Supported Cooperative Work, pp. 229–238. ACM Press, New York (2006) Balka, E., Wagner, I.: Making things work: dimensions of configurability as appropriation work. In: Proceedings of the CSCW 2006 Conference on Computer Supported Cooperative Work, pp. 229–238. ACM Press, New York (2006)
4.
go back to reference Bikson, T.K., Eveland, J.D.: Sociotechnical reinvention: implementation dynamics and collaboration tools. Inf. Commun. Soc. 1(3), 270–290 (1998)CrossRef Bikson, T.K., Eveland, J.D.: Sociotechnical reinvention: implementation dynamics and collaboration tools. Inf. Commun. Soc. 1(3), 270–290 (1998)CrossRef
5.
go back to reference Bjögvinsson, E., Ehn, P., Hillgren, P.-A.: Design things and design thinking: contemporary participatory design challenges. Des. Issues 28(3), 101–116 (2012)CrossRef Bjögvinsson, E., Ehn, P., Hillgren, P.-A.: Design things and design thinking: contemporary participatory design challenges. Des. Issues 28(3), 101–116 (2012)CrossRef
7.
go back to reference Bowers, J.: The work to make a network work: studying CSCW in action. In: Proceedings of the CSCW 1994 Conference on Computer Supported Cooperative Work, pp. 287–298. ACM Press, New York (1994) Bowers, J.: The work to make a network work: studying CSCW in action. In: Proceedings of the CSCW 1994 Conference on Computer Supported Cooperative Work, pp. 287–298. ACM Press, New York (1994)
9.
go back to reference Dittrich, Y., Eriksén, S., Hansson, C.: PD in the wild: evolving practices of design in use. In: Binder, T., Gregory, J., Wagner, I. (eds.) Proceedings of the Seventh Conference on Participatory Design, PDC2002, pp. 124–134. CPSR, Palo Alto (2002) Dittrich, Y., Eriksén, S., Hansson, C.: PD in the wild: evolving practices of design in use. In: Binder, T., Gregory, J., Wagner, I. (eds.) Proceedings of the Seventh Conference on Participatory Design, PDC2002, pp. 124–134. CPSR, Palo Alto (2002)
10.
go back to reference Fischer, G.: End-user development and meta-design: foundations for cultures of participation. J. Organ. End User Comput. 22(1), 52–82 (2010)CrossRef Fischer, G.: End-user development and meta-design: foundations for cultures of participation. J. Organ. End User Comput. 22(1), 52–82 (2010)CrossRef
11.
go back to reference Hartswood, M., et al.: Co-realisation: towards a principled synthesis of ethnomethodology and participatory design. Scand. J. Inf. Syst. 14(2), 9–30 (2002) Hartswood, M., et al.: Co-realisation: towards a principled synthesis of ethnomethodology and participatory design. Scand. J. Inf. Syst. 14(2), 9–30 (2002)
12.
go back to reference Henderson, A., Kyng, M.: There’s no place like home: continuing design in use. In: Greenbaum, J., Kyng, M. (eds.) Design at Work: Cooperative Design of Computer Systems, pp. 219–240. Erlbaum, Hillsdale (1991) Henderson, A., Kyng, M.: There’s no place like home: continuing design in use. In: Greenbaum, J., Kyng, M. (eds.) Design at Work: Cooperative Design of Computer Systems, pp. 219–240. Erlbaum, Hillsdale (1991)
13.
go back to reference Hertzum, M.: Electronic emergency-department whiteboards: a study of clinicians’ expectations and experiences. Int. J. Med. Inform. 80(9), 618–630 (2011)CrossRef Hertzum, M.: Electronic emergency-department whiteboards: a study of clinicians’ expectations and experiences. Int. J. Med. Inform. 80(9), 618–630 (2011)CrossRef
14.
go back to reference Hertzum, M., Simonsen, J.: Effects-driven IT development: specifying, realizing, and assessing usage effects. Scand. J. Inf. Syst. 23(1), 3–28 (2011) Hertzum, M., Simonsen, J.: Effects-driven IT development: specifying, realizing, and assessing usage effects. Scand. J. Inf. Syst. 23(1), 3–28 (2011)
15.
go back to reference Hertzum, M., Simonsen, J.: Configuring information systems and work practices for each other: what competences are needed locally? Int. J. Hum.-Comput. Stud. 122, 242–255 (2019)CrossRef Hertzum, M., Simonsen, J.: Configuring information systems and work practices for each other: what competences are needed locally? Int. J. Hum.-Comput. Stud. 122, 242–255 (2019)CrossRef
16.
go back to reference Karasti, H., Baker, K., Millerand, F.: Infrastructure time: long-term matters in collaborative development. Comput. Support. Coop. Work 19(3&4), 377–415 (2010)CrossRef Karasti, H., Baker, K., Millerand, F.: Infrastructure time: long-term matters in collaborative development. Comput. Support. Coop. Work 19(3&4), 377–415 (2010)CrossRef
17.
go back to reference Ko, A.J., et al.: The state of the art in end-user software engineering. ACM Comput. Surv. 43(3), article 21 (2011)CrossRef Ko, A.J., et al.: The state of the art in end-user software engineering. ACM Comput. Surv. 43(3), article 21 (2011)CrossRef
20.
go back to reference Mackay, W.E.: Patterns of sharing customizable software. In: Proceedings of the CSCW 1990 Conference on Computer Supported Cooperative Work, pp. 209–221. ACM Press, New York (1990) Mackay, W.E.: Patterns of sharing customizable software. In: Proceedings of the CSCW 1990 Conference on Computer Supported Cooperative Work, pp. 209–221. ACM Press, New York (1990)
21.
go back to reference Markus, M.L.: Technochange management: using IT to drive organizational change. J. Inf. Technol. 19(1), 4–20 (2004)CrossRef Markus, M.L.: Technochange management: using IT to drive organizational change. J. Inf. Technol. 19(1), 4–20 (2004)CrossRef
23.
go back to reference Møller, N.L.H., Vikkelsø, S.: The clinical work of secretaries: Exploring the intersection of administrative and clinical work in the diagnosing process. In: Dugdale, J., Masclet, C., Grasso, M., Boujut, J.F., Hassanaly, P. (eds.) From Research to Practice in the Design of Cooperative Systems: Results and Open Challenges, pp. 33–47. Springer, London (2012). https://doi.org/10.1007/978-1-4471-4093-1_3CrossRef Møller, N.L.H., Vikkelsø, S.: The clinical work of secretaries: Exploring the intersection of administrative and clinical work in the diagnosing process. In: Dugdale, J., Masclet, C., Grasso, M., Boujut, J.F., Hassanaly, P. (eds.) From Research to Practice in the Design of Cooperative Systems: Results and Open Challenges, pp. 33–47. Springer, London (2012). https://​doi.​org/​10.​1007/​978-1-4471-4093-1_​3CrossRef
24.
go back to reference Mørch, A.I., Andersen, R.: Mutual development: the software engineering context of end-user development. J. Organ. End User Comput. 22(2), 36–57 (2010)CrossRef Mørch, A.I., Andersen, R.: Mutual development: the software engineering context of end-user development. J. Organ. End User Comput. 22(2), 36–57 (2010)CrossRef
25.
go back to reference Nah, F.F.-H., Zuckweiler, K.M., Lau, J.L.-S.: ERP implementation: chief information officers’ perceptions of critical success factors. Int. J. Hum.-Comput. Interact. 16(1), 5–22 (2003)CrossRef Nah, F.F.-H., Zuckweiler, K.M., Lau, J.L.-S.: ERP implementation: chief information officers’ perceptions of critical success factors. Int. J. Hum.-Comput. Interact. 16(1), 5–22 (2003)CrossRef
26.
go back to reference Nicolaou, A.I.: Firm performance effects in relation to the implementation and use of enterprise resource planning systems. J. Inf. Syst. 18(2), 79–105 (2004)MathSciNet Nicolaou, A.I.: Firm performance effects in relation to the implementation and use of enterprise resource planning systems. J. Inf. Syst. 18(2), 79–105 (2004)MathSciNet
27.
go back to reference Okamura, K., Fujimoto, M., Orlikowski, W.J., Yates, J.: Helping CSCW applications succeed: The role of mediators in the context of use. Inf. Soc. 11(3), 157–172 (1995)CrossRef Okamura, K., Fujimoto, M., Orlikowski, W.J., Yates, J.: Helping CSCW applications succeed: The role of mediators in the context of use. Inf. Soc. 11(3), 157–172 (1995)CrossRef
28.
go back to reference Orlikowski, W.J.: Improvising organizational transformation over time: a situated change perspective. Inf. Syst. Res. 7(1), 63–92 (1996)CrossRef Orlikowski, W.J.: Improvising organizational transformation over time: a situated change perspective. Inf. Syst. Res. 7(1), 63–92 (1996)CrossRef
29.
go back to reference Orlikowski, W.J., Hofman, J.D.: An improvisational model for change management: the case of groupware technologies. Sloan Manag. Rev. 38(2), 11–22 (1997) Orlikowski, W.J., Hofman, J.D.: An improvisational model for change management: the case of groupware technologies. Sloan Manag. Rev. 38(2), 11–22 (1997)
30.
go back to reference Park, S.Y., Chen, Y., Rudkin, S.: Technological and organizational adaptation of EMR implementation in an emergency department. ACM Trans. Comput.-Hum. Interact. 22(1), 1:01–1:24 (2015)CrossRef Park, S.Y., Chen, Y., Rudkin, S.: Technological and organizational adaptation of EMR implementation in an emergency department. ACM Trans. Comput.-Hum. Interact. 22(1), 1:01–1:24 (2015)CrossRef
32.
go back to reference Pipek, V., Wulf, V.: A groupware’s life. In: Bødker, S., Kyng, M., Schmidt, K. (eds.) Proceedings of the Sixth European Conference on Computer-Supported Cooperative Work, ECSCW 1999, pp. 199–218. Kluwer, Amsterdam (1999)CrossRef Pipek, V., Wulf, V.: A groupware’s life. In: Bødker, S., Kyng, M., Schmidt, K. (eds.) Proceedings of the Sixth European Conference on Computer-Supported Cooperative Work, ECSCW 1999, pp. 199–218. Kluwer, Amsterdam (1999)CrossRef
33.
go back to reference Powell, S.G., Baker, K.R., Lawson, B.: A critical review of the literature on spreadsheet errors. Decis. Support Syst. 46(1), 128–138 (2008)CrossRef Powell, S.G., Baker, K.R., Lawson, B.: A critical review of the literature on spreadsheet errors. Decis. Support Syst. 46(1), 128–138 (2008)CrossRef
34.
go back to reference Pries-Heje, L., Dittrich, Y.: ERP implementation as design: looking at participatory design for means to facilitate knowledge integration. Scand. J. Inf. Syst. 21(2), 27–58 (2009) Pries-Heje, L., Dittrich, Y.: ERP implementation as design: looking at participatory design for means to facilitate knowledge integration. Scand. J. Inf. Syst. 21(2), 27–58 (2009)
35.
go back to reference Priestman, W., Sridharan, S., Vigne, H., Collins, R., Seamer, L., Sebire, N.J.: What to expect from electronic patient record system implementation: lessons learned from published evidence. J. Innov. Health Inform. 25(2), 92–104 (2018)CrossRef Priestman, W., Sridharan, S., Vigne, H., Collins, R., Seamer, L., Sebire, N.J.: What to expect from electronic patient record system implementation: lessons learned from published evidence. J. Innov. Health Inform. 25(2), 92–104 (2018)CrossRef
36.
go back to reference Rasmussen, R., Fleron, B., Hertzum, M., Simonsen, J.: Balancing tradition and transcendence in the implementation of emergency-department electronic whiteboards. In: Molka-Danielsen, J., Nicolaisen, H.W., Persson, J.S. (eds.) Selected Papers of the Information Systems Research Seminar in Scandinavia 2010, pp. 73–87. Tapir Academic Press, Trondheim (2010) Rasmussen, R., Fleron, B., Hertzum, M., Simonsen, J.: Balancing tradition and transcendence in the implementation of emergency-department electronic whiteboards. In: Molka-Danielsen, J., Nicolaisen, H.W., Persson, J.S. (eds.) Selected Papers of the Information Systems Research Seminar in Scandinavia 2010, pp. 73–87. Tapir Academic Press, Trondheim (2010)
37.
go back to reference Sanchez, R., Mahoney, J.T.: Modularity, flexibility, and knowledge management in product and organization design. Strateg. Manag. J. 17(Winter Special Issue), 63–76 (1996)CrossRef Sanchez, R., Mahoney, J.T.: Modularity, flexibility, and knowledge management in product and organization design. Strateg. Manag. J. 17(Winter Special Issue), 63–76 (1996)CrossRef
38.
go back to reference Simonsen, J., Hertzum, M.: Sustained participatory design: extending the iterative approach. Des. Issues 28(3), 10–21 (2012)CrossRef Simonsen, J., Hertzum, M.: Sustained participatory design: extending the iterative approach. Des. Issues 28(3), 10–21 (2012)CrossRef
39.
go back to reference Spencer, M.: Brittleness and bureaucracy: software as a material for science. Perspect. Sci. 23(4), 466–484 (2015)CrossRef Spencer, M.: Brittleness and bureaucracy: software as a material for science. Perspect. Sci. 23(4), 466–484 (2015)CrossRef
40.
go back to reference Star, S.L., Ruhleder, K.: Steps toward an ecology of infrastructure: design and access for large information spaces. Inf. Syst. Res. 7(1), 111–134 (1996)CrossRef Star, S.L., Ruhleder, K.: Steps toward an ecology of infrastructure: design and access for large information spaces. Inf. Syst. Res. 7(1), 111–134 (1996)CrossRef
41.
go back to reference Torkilsheyggi, A., Hertzum, M.: Incomplete by design: a study of a design-in-use approach to systems implementation. Scand. J. Inf. Syst. 29(2), article 2 (2017) Torkilsheyggi, A., Hertzum, M.: Incomplete by design: a study of a design-in-use approach to systems implementation. Scand. J. Inf. Syst. 29(2), article 2 (2017)
42.
go back to reference Trigg, R.H., Bødker, S.: From implementation to design: tailoring and the emergence of systematization in CSCW. In: Proceedings of the CSCW 1994 Conference on Computer Supported Cooperative Work, pp. 45–54. ACM Press, New York (1994) Trigg, R.H., Bødker, S.: From implementation to design: tailoring and the emergence of systematization in CSCW. In: Proceedings of the CSCW 1994 Conference on Computer Supported Cooperative Work, pp. 45–54. ACM Press, New York (1994)
43.
go back to reference Truex, D.P., Baskerville, R., Klein, H.: Growing systems in emergent organizations. Commun. ACM 42(8), 117–123 (1999)CrossRef Truex, D.P., Baskerville, R., Klein, H.: Growing systems in emergent organizations. Commun. ACM 42(8), 117–123 (1999)CrossRef
44.
go back to reference Tyre, M.J., Orlikowski, W.J.: Windows of opportunity: temporal patterns of technological adaptation in organizations. Organ. Sci. 5(1), 98–118 (1994)CrossRef Tyre, M.J., Orlikowski, W.J.: Windows of opportunity: temporal patterns of technological adaptation in organizations. Organ. Sci. 5(1), 98–118 (1994)CrossRef
45.
go back to reference Yetim, F., Draxler, S., Stevens, G., Wulf, V.: Fostering continuous user participation by embedding a communication support tool in user interfaces. AIS Trans. Hum.-Comput. Interact. 4(2), 153–168 (2012)CrossRef Yetim, F., Draxler, S., Stevens, G., Wulf, V.: Fostering continuous user participation by embedding a communication support tool in user interfaces. AIS Trans. Hum.-Comput. Interact. 4(2), 153–168 (2012)CrossRef
46.
go back to reference Åsand, H.-R.H., Mørch, A.I.: Super users and local developers: the organization of end user development in an accounting company. J. Organ. End User Comput. 18(4), 1–21 (2008)CrossRef Åsand, H.-R.H., Mørch, A.I.: Super users and local developers: the organization of end user development in an accounting company. J. Organ. End User Comput. 18(4), 1–21 (2008)CrossRef
Metadata
Title
How Do Users Perceive a Design-in-Use Approach to Implementation? A Healthcare Case
Authors
Morten Hertzum
Arnvør Torkilsheyggi
Copyright Year
2019
DOI
https://doi.org/10.1007/978-3-030-29387-1_23