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A Case Study of Four IT Companies Developing Usable Public Digital Self-Service Solutions

Authors:
Jane Billestrup
Marta Larusdottir
Jan Stage

Keywords: Case Study; Self-Service Applications; Usability; Utility; Development Process; User-Centred

Abstract:
This paper presents a case study of implementing a user-centred approach in four software companies that, by supporting the development process, provide the municipalities with various self-service solutions for their citizens. This study outlines the process of how four companies develop their solution, including their customer involvement, end-user involvement, and product. The findings are compared to the number of usability problems identified in the four self-service applications developed by the software companies. This shows a mismatch between the usability and utility in these four solutions.

Pages: 307 to 314

Copyright: Copyright (c) IARIA, 2016

Publication date: April 24, 2016

Published in: conference

ISSN: 2308-4138

ISBN: 978-1-61208-468-8

Location: Venice, Italy

Dates: from April 24, 2016 to April 28, 2016