Participatory IT Design

by Bodker, Keld; Kensing, Finn; Simonsen, Jesper

• ISBN13: 9780262025683
• ISBN10: 026202568X
• Format: Hardcover
• Copyright: 2004-10-01
• Publisher: Mit Pr

Summary

The goal of participatory IT design is to set sensible, general, and workable guidelines for the introduction of new information technology systems into an organization. Reflecting the latest systems-development research, this book encourages a business- oriented and socially sensitive approach that takes into consideration the specific organizational context as well as first-hand knowledge of users' work practices and allows all stakeholders-users, management, and staff-to participate in the process. Participatory IT Designis a guide to the theory and practice of this process that can be used as a reference work by IT professionals and as a textbook for classes in information technology at introductory through advanced levels. Drawing on the work of a ten-year research program in which the authors worked with Danish and American companies, the book offers a framework for carrying out IT design projects as well as case studies that stand as examples of the process. The method presented in Participatory IT Design-known as the MUST method, after a Danish acronym for theories and methods of initial analysis and design activities-was developed and tested in thirteen industrial design projects for companies and organizations that included an American airline, a multinational pharmaceutical company, a national broadcasting corporation, a multinational software house, and American and Danish universities. The first part of the book introduces the concepts and guidelines on which the method is based, while the second and third parts are designed as a practical toolbox for utilizing the MUST method. Part II describes the four phases of a design project-initiation, in-line analysis, in-depth analysis, and innovation. Part III explains the method's sixteen techniques and related representation tools, offering first an overview and then specific descriptions of each in separate sections.

Table of Contents

List of Illustrations	xiii
Preface	xvii
Acknowledgments	xvii
Introduction	1	(2)
Target Audience and Structure	3	(6)
I Concepts and Principles	9	(72)
IT Design	11	(42)
What Is IT Design?	11	(6)
Overview of the MUST Method	17	(5)
Why IT Design?	22	(4)
Organizing and Managing IT Design Projects	26	(3)
Relating to Other Methods	29	(3)
Five Examples of IT Design Projects	32	(21)
A Focused Project in a Small Business	34	(2)
An Ambitious Project in a Big Company	36	(5)
A Supplier Investigates the Feasibility of a Standard System	41	(3)
Focus on Strategic Alignment	44	(3)
Clarifying Organizational Potentials	47	(3)
Summary	50	(3)
Principles of the Method	53	(28)
The Principle of a Coherent Vision for Change	53	(5)
The Principle of Genuine User Participation	58	(7)
Mutual Learning Process	61	(4)
The Principle of Firsthand Experience with Work Practices	65	(5)
The Principle of Anchoring Visions	70	(5)
Conflicts and Dilemmas in IT Design	75	(6)
II Phases of the Method	81	(114)
Phases, Decisions, and Contexts	83	(8)
Initiation Phase: Project Establishment	91	(26)
Objective	92	(1)
Motivation	92	(1)
Situations and Ambitions	93	(3)
Examples of Initiation Phases	96	(4)
Routine	96	(1)
Mutual Introduction	97	(1)
Hesitation, Disagreement, or Conflict	98	(2)
Possible Phase Activities	100	(11)
Planning the Initiation Phase	100	(1)
Establishing an Overview	101	(1)
Defining the Assignment	102	(1)
Identifying Critical Factors	102	(1)
Clarifying the In-Line Analysis Phase	103	(1)
Organizing the Project	104	(1)
Choosing the Participants	105	(2)
Identifying Stakeholders	107	(1)
Starting Project Anchoring	108	(1)
Establishing the Project Group Socially	109	(1)
Writing the Project Charter	110	(1)
Planning the Process	110	(1)
Possible Results of the Phase	111	(4)
Results in Terms of the IT Design Project	112	(1)
Results in Terms of the Implementation Project	113	(1)
Results in Terms of Business Strategy	114	(1)
Results in Terms of Work Practices	114	(1)
Results in Terms of IT Systems	114	(1)
Results in Terms of the IT Platform	115	(1)
Summary and Literature	115	(2)
In-Line Analysis Phase: Strategic Alignment Analysis	117	(22)
Objective	117	(1)
Motivation	118	(1)
Situations and Ambitions	119	(3)
Examples of In-Line Analysis Phases	122	(6)
The In-Line Analysis Phase Is Irrelevant	122	(1)
Routine	123	(1)
Responsibility Is Delegated	124	(1)
Strategic Clarification Is Required	125	(3)
Possible Phase Activities	128	(6)
Analyzing the Environment	129	(1)
Analyzing the Business Strategy	130	(1)
Analyzing the IT Strategy	130	(2)
Innovative Technology Analysis	132	(1)
Identifying the Project's Work Domains	132	(1)
Writing a Report	133	(1)
Possible Results of the Phase	134	(3)
Results in Terms of the Design Project	135	(1)
Results in Terms of the Implementation Project	135	(1)
Results in Terms of Business Strategy	136	(1)
Results in Terms of Work Practices	136	(1)
Results in Terms of IT Systems	137	(1)
Results in Terms of the IT platform	137	(1)
Summary and Literature	137	(2)
In-Depth Analysis Phase: Ethnographically Inspired Analysis	139	(26)
Objective	139	(1)
Motivation	140	(1)
Situations and Ambitions	141	(2)
Examples of In-Depth Analysis Phases	143	(6)
Condensed In-Depth Analysis Phase	143	(1)
Comprehensive but Focused Analysis	144	(2)
Broad Analysis of Limited Scope	146	(2)
Comprehensive and Broad Analysis	148	(1)
Possible Phase Activities	149	(10)
Planning the In-Depth Analysis Phase	150	(1)
Data Gathering	151	(2)
Analysis	153	(3)
Presentation	156	(2)
Changing Focus	158	(1)
Reporting	158	(1)
Possible Results of the Phase	159	(4)
Results in Terms of the Design Project	160	(1)
Results in Terms of the Implementation Project	161	(1)
Results in Terms of Business Strategy	161	(1)
Results in Terms of Work Practices	161	(1)
Results in Terms of IT Systems	162	(1)
Results in Terms of the IT Platform	163	(1)
Summary and Literature	163	(2)
Innovation Phase: Vision Development	165	(30)
Objective	166	(1)
Motivation	167	(1)
Situations and Ambitions	168	(2)
Examples of Innovation Phases	170	(8)
Market Study	170	(1)
Adapting Work Organization to Standard Systems	171	(3)
Adapting IT Systems to Work Organization	174	(2)
Simultaneous Development of IT Systems and Work Organization	176	(2)
Possible Phase Activities	178	(10)
Planning the Innovation Phase	179	(1)
Market Study	179	(1)
Developing and Gathering Ideas	180	(2)
Mock-Ups and Prototypes	182	(1)
Identifying Qualification Requirements	183	(1)
Consequence Analyses	183	(2)
Implementation Strategy and Plan	185	(1)
Writing a Design Project Report	186	(2)
Possible Results of the Phase	188	(4)
Results in Terms of the Design Project	189	(1)
Results in Terms of the Implementation Project	189	(1)
Results in Terms of Business Strategy	190	(1)
Results in Terms of Work Practices	190	(1)
Results in Terms of IT Systems	191	(1)
Results in Terms of the IT Platform	192	(1)
Summary and Literature	192	(3)
III Method, Tools, and Techniques	195	(110)
An Overview of Techniques	197	(20)
Overview	197	(5)
Data Gathering	202	(1)
Analysis and Presentation	203	(2)
Brief Description of MUST Method Techniques	205	(12)
Tools and Techniques	217	(88)
Baseline Planning	217	(5)
Review	222	(3)
Hearing	225	(3)
Interview	228	(5)
Preparation	230	(1)
Execution	231	(1)
Processing	231	(2)
Document Analysis	233	(2)
Functional Analysis	235	(7)
Concepts	236	(2)
Procedure	238	(2)
Functional Models	240	(2)
SWOT Analysis	242	(4)
Observation	246	(4)
Preparation	247	(2)
Execution	249	(1)
Processing	250	(1)
Thinking Aloud	250	(2)
Workshops	252	(18)
Freehand Drawing	256	(3)
Collage	259	(2)
Dead Sea Scroll	261	(2)
Role List	263	(1)
Communication Model	264	(1)
Timelines	265	(1)
Design Sketches	266	(4)
Future Workshop	270	(7)
Preparation Phase	273	(1)
Critique Phase	274	(1)
Fantasy Phase	275	(1)
Realization Phase	276	(1)
Follow-Up Phase	277	(1)
Mapping	277	(7)
Diagnostic Maps	280	(2)
Virtual Maps	282	(2)
Prompted Reflection	284	(6)
Preparation	286	(1)
Workshops	286	(1)
Analysis	287	(2)
Discussing the Results	289	(1)
Company Visit	290	(3)
Experimenting with Prototypes	293	(6)
Mock-Ups and Horizontal Prototypes	294	(4)
Vertical Prototypes	298	(1)
Developing Scenarios	299	(6)
Epilogue: How to Make Use of the Book	305	(18)
Including the MUST Method in Practitioners' Repertoire for Action	305	(8)
Lessons Learned	308	(1)
Commitment to Change	309	(1)
Observation Led to a Breakthrough in the Dialogue	310	(1)
Accepting the Stranger	311	(2)
Using the Textbook for a University Course	313	(10)
Motivation	314	(1)
Objectives	314	(1)
Size	315	(1)
Prerequisites	315	(1)
Contents	315	(1)
Format	315	(3)
Pedagogical Considerations	318	(1)
Examination	318	(5)
References	323	(8)
MUST Publications	331	(4)
Index	335