Fremmere og hemmere for brukerinvolvering i utvikling av digitale tjenester : Brukerinvolvering i etkommunaltIT-prosjekt : En casestudie fra arbeid med innbyggerportalen Min Side

Abstract

In this thesis I have studied what promotes or inhibits user involvement when developing digital services in the public sector, in this case an IT project in a municipality. Data collection took place during the concept phase, when a heterogeneous and representative user group from the municipality participated in workshopsto give feedback. Within this context, I have analysed factors that promotes or inhibits user involvement. Promoters are factors that facilitates successful user involvement.-For instance factors that promotes correct understanding of the presented task, and users who find an interest in participating and prioritize to attend the workshop. Inhibitors are factors that prevent successful user involvement.-For instance factors that prevents correct understanding of the task, leading to users who do not prioritize nor find interest in attending. I have chosen a triangular approachfor my inductive study. I studied previous research, did qualitative surveys with participants in workshops, interviews and observations. Raw data were analysed using a hermeneutical approach. The analysed statements resulted in a table listing promoters and inhibitors with similarities. It is possible to trace all statements to their origins. Parallel to this I have compared my findings with relevant studies. Similarly, I made a list of promoters and inhibitors found in literature in a table. In the end, I compiled the tables and divided them into time phases. During my analysis I realised that promoters in most cases has an inhibitor as an opposite, as in the example above. I have chosen to present my main findings in four time phases that are relevant to user involvement in a concept phase, when developing digital services in the public sector. Each of the main findings separately include important promotors that may turn into inhibitors, if not followed.