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ThinkMind // International Journal On Advances in Software, volume 9, numbers 3 and 4, 2016 // View article soft_v9_n34_2016_14


Four Public Self-Service Applications: A Study of the Development Process, User Involvement and Usability in Danish public self-service applications

Authors:
Jane Billestrup
Marta Larusdottir
Jan Stage

Keywords: Self-Service Applications; Usability; Development Process; User-Centred Design; Software Development

Abstract:
This paper presents a case study of four software companies in Denmark developing self-service applications for the same self-service area. This study outlines the process of how the four companies developed their self-service applications and a usability study of the completed software solutions. In this study, we have analysed the customer and end-user involvement and compared these results to the results of the usability evaluations. The main findings show that the usability varied in the four cases, and the ones who had the most customer involvement from case workers showed the highest number of usability problems in the self-service solutions for the citizens. We discuss the user-centred design approaches used, the drawbacks and benefits of customer and user involvement, and case workers acting as citizen representation during the development process of the software.

Pages: 334 to 346

Copyright: Copyright (c) to authors, 2016. Used with permission.

Publication date: December 31, 2016

Published in: journal

ISSN: 1942-2628

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