Information systems (IS) implementation often aims to ensuring user satisfaction. However, achieving such user-centredness has remained ambiguous and challenging, and the results are not always those that were promised. This may result from several views and fluctuating and implicitly defined concepts. While some premises have been identified, they seem to mostly concern easily manageable settings where the number of users is limited, or where the possibility to tailor the system is significant. Especially in a large-scale system's implementation user-centredness seems to be fuzzy. In this paper we illustrate how user-centredness unfolds in a large scale IS implementation. We conduct a qualitative case study to see what occurs when the efforts are declared user-centred. By interviewing 13 central actors from a local developer organization, we learnt that user-centredness in such context is essentially the result of joint efforts thus necessitating that each party carries out their responsibility for user-centredness and engages in collaboration with others. The paper contributes to research by sharing empirically grounded findings to be used to extend the discussion on user-centredness.
Raatikainen, Pasi and Pekkola, Samuli, "User-centredness in Large-scale Information Systems Implementation" (2021). 12th Scandinavian Conference on Information Systems. 3.