Unveiling the mysterious needs of users

• Based on identified trends and weaknesses within IS literature in relation to unveiling the needs of users this paper aims to contribute to the field by presenting a method for eliciting, structuring and understanding user needs. The method, FormIT, is illustrated through a case study focused on increasing citizens' involvement in municipality matters. To FormIT we added a framework based on psychological motivators to structure and understand the needs. The findings from the study can be divided into three clusters. The first focuses on the technical solution, and product and service criteria that motivate the citizens to interact with local and central authorities. The second cluster relates to the needs expressed by the citizens and/or interpreted by the authors. They give an indication of needs that citizens consider important and that need to be considered when developing e-services geared at e-participation and involvement between citizens and public authorities. Finally, the third cluster of findings relate to the method and framework used to elicit, cluster and understand user needs. The most important finding and conclusion here is that the main strength of the framework is the discussion and reflection it generates.

Ämnesord

SAMHÄLLSVETENSKAP  -- Medie- och kommunikationsvetenskap -- Systemvetenskap, informationssystem och informatik med samhällsvetenskaplig inriktning (hsv//swe)

SOCIAL SCIENCES  -- Media and Communications -- Information Systems, Social aspects (hsv//eng)

Nyckelord

Informatik

Informatics

Publikations- och innehållstyp

ref (ämneskategori)

kon (ämneskategori)