no / Dementia has been a latecomer to the field of service user involvement. Although there are now beginning to be welcome signs of improvement in the inclusion of the service-user voice, at present those with milder cognitive impairment, those who are still living at home, and those who come from white, professional backgrounds are over-represented. The BSc/MSc Dementia Studies programmes at the University of Bradford recruit part-time students who are already employed in the field of dementia care. The majority of students work in long-term or intermediate care, with smaller sub-groups working in the community, in acute care and on general hospital wards. The client groups with dementia they encounter in these settings are diverse, and tend to have different needs and perspectives from those articulated by mainstream service user groups. For this reason we have been seeking to develop an inclusive approach to service user involvement in the degree programmes we run, in order to ensure that the whole range of experiences of dementia is covered. Over the last five years this has involved developing an outreach programme in order to involve people with dementia in the environments where they spend their time, rather than restricting service user involvement to on-site activities at the University. This presentation showcases one such project which involved members of the course team working with clients attending a resource centre for older people with dementia to develop a series of short film clips (Bay Tree Voices) which were then embedded into the course learning materials in order to model alternative approaches to communication. The presentation includes formal and informal evaluations of these film-based teaching resources from service users, students and care staff.

System development has been an innovational trend in the field of Information systems in both past and present time; and users of the system is one of the key success in the development life cycle of human and computer based systems. Information system is one of the most emerging technologies in developing countries; Nigeria as a case and the development of these IS is deployed in both private and public sectors of the economy for organizational data management. Due to some characteristics of developing countries such as poor communication facilities, unequal distribution of wealth, large population and so many others, many of these information system development has been carried out for the provision of services to both public and private organizations. But on the other hand, such projects have failed in one way or the other due to poor end user involvement in or during the development process. For this research, the involvement of users in developing country and more appropriate concepts which developers/designer could possibly use to involve users for a successful system were studied. The approach to this investigation was with the use of questionnaire which was distributed to the users of two different systems which were developed using different concepts of user involvement (Scenario-based user involvement technique and Interview-based user involvement technique). Statistical Package for Social Sciences (SPSS), was used for this quantitative analysis and the Independent t-test analysis was done to prove the significance between these systems. The findings from this study shows that in the developing countries such as Nigeria, these concepts of user involvement is also applicable and Interview-based user involvement technique seem to be the more appropriate method. Further research on the combination of these concepts/techniques for end user involvement should be considered or rather the creation of an advanced technique/concept for gathering end user needs and requirements for an excellent usable system in developing countries with respect to their limiting factors as mentioned in this thesis.

Begreppet brukarsamverkan lyftes fram i Sverige i samband med WHO ́s Sundsvalls-konferens 1991 som ”essensen i det demokratiska folkhälsoarbetet”. Samverkan, där handikapp- och patientorganisationer är delaktiga i planering av hälso- och sjukvård har varit aktuellt i mer än 35 år, man utvecklade former för handikappråd redan 1970. Ändå finns det mycket lite empirisk forskning på området. Syftet med uppsatsen är att få en fördjupad kunskap om brukarsamverkan samt att erhålla ett vidare perspektiv genom att jämföra utvecklingen i Sverige med Storbritannien utifrån frågeställningarna: Vilka motiv finns för samverkan, vilka faktorer påverkar och vilka former finns för samverkan och hur stämmer dessa med existerande teorier? Arbetet är upplagt i tre delar, en litteraturstudie med material från Storbritannien, en dokumentanalys av material från Stockholms läns landsting och en intervjuundersökning som gjordes 1999 med representanter för förvaltning, sjukhus och handikapporganisationer inom SLL. Resultatet visar att brukarsamverkan anses som något önskvärt i bägge länderna. Motiven beskrivs som fördjupad demokrati, en förbättring av vårdkvalité genom överföring av kunskap och erfarenhet från brukare till de som planerar och beslutar om vård. Ett tredje motiv skulle kunna vara att ”förankra” neddragningar och ge underlag till prioriteringar, något organisationerna inte vill delta i. Trots att samverkan i Sverige underlättas av folkrörelsetraditionen med många erkända organisationer, hindras effektiv samverkan av oklara definitioner, diffusa mål och orealistiska krav på organisationernas representanter. Aktiviteten stannar på en nivå som stämmer med begreppen ”konsultation” eller ”samråd / The concept of “user involvement”/collaboration in Sweden was described at WHO:s conference in Sundsvall 1991 as “the essense of a democratic health promotion approach”. User involvement in the form of handicap or patients ́ organizations participating in the planning of health care has been of interest for more than 35 years. Work had begun with user groups in Sweden as early as 1970, but there is very little empirical research in the area.The purpose of this dissertation is to further knowledge in the area of user involvement/ patient collaboration and to gain a wider perspective by comparing developments in Sweden with the United Kingdom. What are the motives behind user involvement? What factors influence user involvement? What forms exist and how do they compare with existing theory on collaboration? The dissertation is in 3 parts: A literature study based on material from the United Kingdom, an analysis of official documents from the Stockholm County Council and an interview study from 1999 with representatives from health care administration and patient organizations. Motives for user involvement/collaboration are improved democracy as well as improved quality by making use of the knowledge and experience of health care users. User involvement may also be a method for legitimizing reductions of resources and prioritizations, a practice which the handicap movement doesn ́t wish to be part of. Despite the extensive Swedish tradition of participation in organizations and interest groups, effective collaboration is hindered by unclear definitions, diffuse goals and unrealistic demands on the organizations ́ representatives. The resulting activity can most often be characterized as “consultation” rather than “collaboration / <p>ISBN 91-7997-130-X</p>

Idag kopplas ofta etik inom användarmedverkan till behovet av användare i utvecklingsstadiet av IT-produkter. Det är svårt att hitta etiska riktlinjer för bemötande av användare genom en projektprocess. I denna studie hanterades detta genom att identifiera etiska temaområden relaterade till bemötande och samarbete med användare genom en litteraturstudie. Studien syftar till att undersöka hur praktiker hanterar utmaningar som de upplever vid användarinvolvering i ett IT-projekts olika stadier. Den syftar även till att ge praktiker stöd vid upptäckt och hantering av etiska utmaningar. Med intervjuer har praktikers nuvarande lösningar på upplevda problem identifierats och utmaningar verifierats. Intervjuade praktiker reflekterande inte över sitt beteende angående hur de hanterar etiska utmaningar. Det framgår tydligt att utmaningar ofta hanterades när de uppstod, istället för att förebyggas. Studien resulterar i ett lösningsförslag i form av utbildning och konkretiserande av etiska koncept som kan användas som stöd vid utmaningar inom användarinvolvering. / Nowadays ethics within user involvement will often be linked to the need for users in the development stage of IT-products. It is hard to find ethical guidelines regarding the treatment of users throughout a project process. In this study that is approached by identifying ethical themes, related to treatment of users, and cooperation with users through a litterateur review. The study aims to investigate how practitioners solve challenges they experience in user involvement throughout all the stages of an ITproject. It also aims to give practitioners support in finding and managing ethical challenges. With interviews, practitioners’ current solutions to experienced problemshave been identified and challenges have been verified. Interviewed practitioners did notconsider how they manage ethical challenges. It is obvious challenges often get approached when they appear, rather than get prevented. The study results in a proposal regarding ethical solutions as education and substantiating ethical concepts which can be used as support to solve challenges within user involvement.

The prevalence and use of medical devices in the home environment continues to grow in the United Kingdom (UK) and Worldwide. It is recognised that such devices offer significant benefits to both patients and the National Health Service in the UK. The design of home use medical devices however represents a considerable challenge to designers and manufacturers alike. Developing devices that are usable and understandable by inexperienced, lay or dexterity impaired users requires an understanding across a breadth of disciplines. Previous research in this field has explored these challenges in attempt to offer support for developers of home use medical devices. There have been very few studies however that have explored whether the design community actually need, want or use such guidance, before considering whether this literature is adopted correctly. Through case studies, an online survey and in depth interviews this thesis suggests that industry practitioners are sceptical of the value of design guidance towards user involvement in home use medical device design. Consequently the practitioners in this research make little or no use of the formal design methods and supportive guidance documents available to them. More typically, practitioners in the home use medical device field use their own personal experiences and knowledge from working in the industry to adapt their own approaches to design. This thesis reports that the greatest challenge to involving users in the design of home use medical devices are the internal corporate and traditionally hierarchical barriers between stakeholders within the design process. In contrast to previous research offering support for designers and developers of home use medical devices this thesis calls for a wider change in design practice to facilitate the application of usability principles. As a conclusion to this thesis, recommendations for further research to address these changes in practice are proposed to industry professionals in the medical device industry. This thesis is submitted as part of the requirement for the Degree of Doctor of Philosophy at Loughborough University.

This study explores partnership working as a mechanism for effective public service delivery. It investigates into how Public-Social Enterprise Partnerships (P-SEPs) can utilise innovative models of user involvement and Service Innovation (SI) in the co-design and co-delivery of user-led socially-oriented services to young adults (18-24) in East England. It identifies the inability of P-SEPs to conceptually explore innovative models of user involvement and SI when engaging young-adult end users in the co-design and co-delivery of user-led solutions to `wicked` issues like `rough sleeping` as a gap in knowledge which I will explore three interrelated research questions in filling. This study draws conceptual inspiration from the network theory, the Pragmatic research paradigm and the inductive-deductive research strategy in exploring the Concurrent Mixed Method underpinned by Likert-scale questionnaires and semi-structure interviews as my data gathering instruments. The emergent conceptual framework from my data analyses posits that high users` perception of their involvement in the co-design and co-delivery of user-led public services can engineer satisfaction, transformational outcomes and high service quality. A fieldtrip provided the conceptual opportunity for me to explore three multiple-case studies in gathering qualitative data through semi-structured interviews administered to staff as these were coded, thematised and analysed using NVivo. Quantitative data from questionnaires administered to end users were analysed using Excel. Evidence gleaned from both strands was integrated and triangulated in complementing and enhancing my research findings. This study challenges misconceptions and dominant ideologies which underpin user involvement while making three interconnected contributions to knowledge. First, it extends the frontiers of knowledge in the discipline by creating new insights and articulating four innovative models of user involvement. Second, at the practical level, it contributes to the ongoing debate on conceptualising, modernising and delivering more effective userengineered public services by informing professional practice and policymaking. And third, at the theoretical level, it contributes towards the development of a theory on user involvement. It thus underlines the factual conclusion that high users` perception of their involvement in the co-design and co-delivery of user-led outcomes can engineer high user satisfaction, high service quality and transformational outcomes. It successfully re-positions the debates on user involvement on new conceptual and empirical grounds.

The central research problem of this study was the challenges that occur with the United States Joint Warfighters Center's (JWFC) implementation of information systems (IS) requirements-gathering process. Thus, this study investigated the contribution of perceived security clearance (PSC), developer perceived user involvement (DPUI), and computer self-efficacy (CSE) to efficiency of the perceived requirements-gathering process (PERGP). Due to the perceived efficiency of IS development, the U.S. Department of Defense statutory document called the Joint Capability Integration and Development System (JCIDS), mandated that as an IS development requirement, the rapid development of IS was needed to sustain U.S. warfighters. As a result, the central aim of this study was to look at several variables that may predict the efficiency to the IS requirements-gathering process at JWFC. The central research question behind this study was: What are the contributions of PSC, DPUI, and CSE to the PERGP at the JWFC? This study proposed a theoretical model, and two statistical methods were used to formulate models and test predictive power: Multiple Linear Regression (MLR) and Ordinal Logistic Regression (OLR). The sample size of this study included 61 IS developers from JWFC. The results of this study indicated a strong reliability for the measures of all variables (PSC, DPUI, CSE, and PERGP). Moreover, results of both models developed indicated that DPUI is a significant contributor to PEGRP, while CSE was demonstrated to be significant contributor to PEGRP only via the OLR model providing the indication that the relationships among the measured variables was non-linear. Additionally, results demonstrated that DPUI was the most significant contributor to PEGRP in both models, while PSC had little or no contribution to the dependent variable, PEGRP. This study also identified two key implications for practice and research. The first impaction of this study is the investigation of unique factors such as PSC and PEGRP in the context of military-based IS development within DOD organizations. Results of this study can help managers in government organizations that are faced with security clearance issues to identify contributors in the early phase of IS development that could possibly hinder PEGRP. The second implication of this study is the non-significant results related to PSC in this investigation. For researchers, such results may need future validation in other governmental and military-based organization. Moreover, such results may indicate to managers in government organizations that are faced with security clearance issues that security clearance, at least as indicated by the results of this study, has no major hindering on the PEGRP. These results maybe profound in their implications and, as such, needed additional validations.

O envolvimento do usuário no processo de desenvolvimento do produto (PDP) é uma abordagem que visa que os produtos desenvolvidos atendam às necessidades dos usuários e que proporcionem maior segurança para os usuários. Por meio de protótipos a equipe de desenvolvimento e os usuários conseguem se comunicar de forma mais eficiente, facilitando a interação entre essas partes. Formas e técnicas de desenvolvimento de protótipos são fortemente discutidos na literatura, no entanto falta uma discussão profunda para auxiliar as empresas a utilizarem protótipos como forma de envolver o usuário. Os desafios e barreiras inerentes ao envolvimento do usuário também limitam o potencial do uso de protótipos, principalmente no desenvolvimento de produtos da saúde. O desenvolvimento desses produtos é particular por possuírem um maior número de usuários que interagem de diferentes maneiras com os produtos, terem uma exigência regulatória atrelada às questões de usabilidade e serem produtos que impactam na segurança e integridade de seus usuários. Assim, surge a seguinte questão de pesquisa: Quais são os propósitos e benefícios da utilização da prototipagem como meio de envolver o usuário no PDP do setor da saúde? O objetivo dessa pesquisa foi desenvolver uma referência para a equipe de desenvolvimento refletir e se apoiar para extrair todo o potencial do uso de protótipos na interação com usuários. Por meio de um estudo de múltiplos casos baseado em evidências, foram analisados 46 casos de projetos que utilizam o protótipo para o envolvimento do usuário. Como principais resultados foram identificados os propósitos recorrentes do uso de protótipos, os benefícios atingidos durante o envolvimento e os tipos de protótipos utilizados. Foi elaborado um framework para envolvimento do usuário utilizando protótipos. O framework, validado por meio de técnicas de mineração de textos, deve ser utilizado pela equipe de desenvolvimento para o planejamento do processo de envolvimento dos usuários. A rica descrição dos propósitos do uso de protótipos tem por objetivo assegurar que tanto os desenvolvedores de produtos experientes bem como os novatos possam atingir melhores resultados com o uso de protótipos. / User involvement in the product development process (PDP) is an approach that aims to develop products that meet the needs of users and provide greater security for users. Through prototypes, the development team and users can communicate more efficiently, facilitating interaction between these parties. Forms and techniques of prototype development are strongly discussed in the literature, however a profound discussion is lacking to help companies to use prototypes as a way of involving the user. The challenges and barriers inherent in user involvement also limit the potential of using prototypes, particularly in the development of health products. The development of these products is particular because they have a greater number of users who interact in different ways with the products, have a regulatory requirement linked to usability issues and are products that impact on the safety and integrity of its users. Thus, the following research question arises: What are the purposes and benefits of using prototyping as a means of involving the user in the health sector PDP? The aim of this research was to develop a reference for the development team to reflect and to support to extract the full potential of the use of prototypes in the interaction with users. Through a multiple case study based on evidence, we analyzed 46 cases of projects that use the prototype for user involvement. As main results were identified the recurrent purposes of using prototypes, the benefits achieved during the involvement and the types of prototypes used. A framework for user engagement using prototypes was developed. The framework, validated through text mining techniques, should be used by the development team to plan the user engagement process. The rich description of the purposes of using prototypes is intended to ensure that both novice and experienced product developers can achieve better results with the use of prototypes.

Abstract User involvement in information systems design has recently gained interest in the media. Numerous systems have been digitalized during product development to help people’s everyday lives. But are information systems designed to meet users’ needs or support users’ goals? The goal of this research was to understand how user involvement is perceived in information systems design and how users are involved. Is the basis of user involvement what a user Says or what a user Does, or is a user actively participating in the whole design process? The informants of the present study entailed different design projects that were investigated with a qualitative method by interviewing 20 designers of selected design cases. At first an a priori model of user involvement in information systems design was created based on an analysis of extant literature. The model was used in the analysis of information systems design cases. Based on the empirical data a revised, a posteriori model, UICD model was developed. The UICD model provides on overall picture of user involvement in information systems design. UICD model can aid designers to understand user involvement comprehesively: what users Say, what users Do and what users Make in design process. Compared to the a priori model, UICD model includes the impact of other key stakeholders in information systems design process. / Tiivistelmä Käyttäjien osallistuttaminen tietojärjestelmien suunnitteluun on herättänyt julkista keskustelua. Monia yhteiskunnallisia ja yksityisiä palveluja on digitalisoitu sekä tuotteiden yhteyteen on suunniteltu järjestelmiä helpottamaan asiakkaiden toimintaa. Mutta ovatko suunnittelut ratkaisut käyttäjän tavoitteiden mukaisia ja vastaavatko ne käyttäjien tarpeisiin? Tämän tutkimuksen tavoitteena oli ymmärtää kuinka käyttäjien osallistuttaminen käsitetään informaatiojärjestelmien suunnittelussa ja miten käyttäjiä on osallistettu. Perustuuko käyttäjien osallistuttaminen tietoon siitä mitä hän sanoo tai mitä hän tekee vai osallistuuko hän koko suunnitteluprosessin ajan tulevan ratkaisun kehittämiseen? Tutkimuksen kohteina oli 20 erilaista projektia, joihin syvennyttiin laadullisella tutkimuksella haastattelemalla projekteissa toimineita suunnittelijoita. Tässä tutkimuksessa laadittiin ensin kirjallisuuskatsaukseen pohjalta malli käyttäjien osallistuttamisesta informaatiojärjestelmien suunnittelutyöhön. Mallia käytettiin empiirisesti kerätyn tiedon analyysin pohjana. Tämän jälkeen mallia muokattiin siten, että se selittää tutkimuksen havainnot. Näin saatu UICD malli luo kokonaiskuvan käyttäjälähtöisyyden ulottuvuuksista informaatiojärjestelmien suunnittelutyössä. UICD malli auttaa suunnittelijoita ymmärtämään käyttäjien osallistuttamisen kokonaisvaltaisesti: mitä käyttäjät sanovat, mitä käyttäjät tekevät ja miten käyttäjät osallistuvat informaatiojärjestelmien suunnitteluun. UICD malli laajentaa aiemman tutkimuksen näkemystä muun muassa keskeisten sidosryhmien vaikutuksesta informaatiojärjestelmien suunnitteluun.

<p>[ An abstract in English will follow]</p><p>Denna uppsats handlar om på vilket sätt användarinvolvering påverkar acceptansen av ett affärssystem. I studien redogörs varför acceptansen påverkas av användarinvolveringen, samt hur påverkan sker och vad som leder till den. </p><p>IT genomsyrar idag så gott som alla former av företagsamhet. Affärssystem stödjer affärsprocesser i flera branscher, från tillverkande företag till renodlade tjänsteföretag. Ett företag behöver exempelvis anpassa både sina affärsprocesser och det nya affärssystem för allt som sker inom företaget. På grund av komplexiteten som detta för med sig är implementeringen ofta ett stort steg för företaget och dess anställda. De framtida användarna av systemet ställs inför en stor förändring som ett nytt affärssystem medför. För att göra övergången så enkel som möjligt och få användarna att acceptera systemet brukar användarna vara delaktiga i implementationen genom en process som benämns som användarinvolvering.</p><p>Forskning inom området har enats om att användarinvolveringen påverkar acceptansen av ett system (Dickson & Simmons, 1970; Powers & Dickson, 1973; Wu, et al.,2002; Kujala, 2003;, Gable, et al., 2003; Amoako-Gyampah, 2005; Sharp, et al., 2007). Desto mindre finns skrivet om varför acceptansen påverkas av användarinvolveringen, hur den påverkas, samt vad det egentligen är i användarinvolveringen som påverkar acceptansen. Denna uppsats undersökte detta genom att en kvalitativ studie utformades. </p><p>Teorin om att användarinvolveringen påverkar acceptansen kombinerades med Technology Acceptance Model (en modell för undersökning av acceptansen föreslagen av Davis, 1989) för att skapa en egenutvecklad modell. Den egenutvecklade modellen användes för att skapa teman kring vilka den öppna individuella intervjun utformades. Därefter genomfördes intervjuer med fyra användare som var involverade i en implementationsprocess. Resultatet från intervjuerna strukturerades på ett sätt som matchade teman i den egenskapade modellen. Därefter analyserades resultatet med hjälp av det teoretiska materialet som insamlades under studiens inledningsfas. </p><p>Slutsatsen är att användarinvolveringen som process består av flera företeelser som tros påverka acceptansen. De företeelserna som tros ha påverkat acceptansen på företaget som studerades var: användarnas förståelse för vad som kommer krävas av dem i framtiden, utbildningen och dess kvalité, användares tidigare kunskap och förmåga att ta in ny kunskap samt företagets mål med implementationen och hur väl det nya systemet kan uppfylla dessa. </p><p>Slutligen bör man inte bortse ifrån de krav som företaget ställer på sina anställda. En medarbetare kan känna sig tvungen att acceptera ett visst system, då det redan är beslutat att företaget ska bruka systemet.</p><p>[English abstract]</p><p>This essay covers what in the user involvement process affects user acceptance of an Enterprise Resource Planning System (ERP). The study reads up on why the acceptance is affected by user involvement, how the influence derives and where it comes from.</p><p>Information Technology permeates all forms of enterprise. ERP systems support business processes for many different types of enterprise, ranging from manufacturing to service oriented. A company needs to adapt both its business processes and the new ERP system to fit the company’s business processes and support them throughout the value chain. As a result of the complexity that this adaptation implies, the implementation turns often out to be a big step for the company and its employees. Because of that, future ERP system users face a huge change in their work life. To make this easy and increase the chances of the future users to accept the new system, a process called user involvement is often used. </p><p>Research has shown that user involvement affects the acceptance of a system (Dickson & Simmons, 1970; Powers & Dickson, 1973; Wu, et al.,2002; Kujala, 2003; Gable, Sedera & Chan, 2003; Amoako-Gyampah, 2005; Sharp, et al., 2007). On the contrary, less is known on why the acceptance is affected by user involvement, how the relation looks like and what in the user involvement process actually affects the acceptance. This essay studied that using a qualitative approach. </p><p>By combining the theory that user involvement affects the acceptance, with the Technology Acceptance Model (a theory proposed by Davis (1989) that models how users come to accept and use a technology), a new model was developed. The self-created model was used to develop themes which were used as a base for the empirical research. Four interviews with system users took place and the result was analyzed using the theories collected in the earlier part of the study. </p><p>The conclusion is that user involvement as a process contains many different parts which we believe may influence acceptance. Our study has shown that the acceptance depends on – but not limited to – the following: user’s understanding of what will be required of them in their future work, the educational process and its quality, user’s technical knowledge before the implementation process began, user’s ability to learn, as well as the company’s goals set for the implementation and to which degree the new system will fulfill these goals. </p><p>Finally, the demands which the company sets on its employees must not be ignored. An employee can feel obligated towards company’s choice of the ERP system and compelled to accept the new system, because it has already been decided that the company would use it.</p>