Problems and challenges of user involvement in software development: an empirical study

Context: The benefits of involving users in software development projects have been studied extensively in the last four decades and have been reported to contribute to user satisfaction thus leading to system success. However, the relationship between user involvement and system success, being a multi-faceted and complex concept, has introduced many problems and challenges for the practitioners. Objective: In this paper we present our findings from a case study to give a deeper understanding of the challenges and problems of user involvement during software development. Method: The data in the case study was collected from interviews, observations and project documents. Results: We present our results in four main categories related to users, communicative aspects, managerial considerations, and project issues. It was observed that system success is achievable even when there are problems and challenges in involving users. Conclusion: Understanding the nature of the problems related to user involvement helps the project managers to develop appropriate strategies for increasing the effectiveness of user involvement.

[1]  Henri Barki,et al.  Interpersonal Conflict and Its Management in Information System Development , 2001, MIS Q..

[2]  Daniela Cruzes,et al.  Recommended Steps for Thematic Synthesis in Software Engineering , 2011, 2011 International Symposium on Empirical Software Engineering and Measurement.

[3]  Khaled El Emam,et al.  User participation in the requirements engineering process: An empirical study , 1996, Requirements Engineering.

[4]  Erran Carmel,et al.  PD and joint application design: a transatlantic comparison , 1993, CACM.

[5]  Angèle L. M. Cavaye,et al.  User participation in system development revisited , 1995, Inf. Manag..

[6]  Juhani Iivari,et al.  The user – the great unknown of systems development: reasons, forms, challenges, experiences and intellectual contributions of user involvement , 2010, Inf. Syst. J..

[7]  Muneera Bano,et al.  A systematic review on the relationship between user involvement and system success , 2015, Inf. Softw. Technol..

[8]  Muneera Bano,et al.  Users' involvement in requirements engineering and system success , 2013, 2013 3rd International Workshop on Empirical Requirements Engineering (EmpiRE).

[9]  Henri Barki,et al.  Rethinking the Concept of User Involvement , 1989, MIS Q..

[10]  Per Runeson,et al.  Guidelines for conducting and reporting case study research in software engineering , 2009, Empirical Software Engineering.

[11]  Muneera Bano,et al.  User involvement in software development and system success: a systematic literature review , 2013, EASE '13.

[12]  Christine Nadel,et al.  Case Study Research Design And Methods , 2016 .

[13]  Barbara Paech,et al.  Understanding the Influence of User Participation and Involvement on System Success – a Systematic Mapping Study , 2015, Empirical Software Engineering.

[14]  Hee-Ok Jun.  The Role of User Participation in Information Systems Development : Implications from a Meta-Analysis , 2008 .

[15]  Sari Kujala,et al.  User involvement: A review of the benefits and challenges , 2003, Behav. Inf. Technol..