Socio-technical Process Design—The Case of Coordinated Service Delivery for Elderly People

The challenges of socio-technical design are demonstrated by a project of investigating the usefulness of Pen&Paper technology for ordering and coordinated service delivery. The employing and combination of a variety of methods for socio-technical design is described: surveys, ethnography, creativity techniques, walkthrough, usability testing and practical pre-tests. These methods are reflected with respect to cyclic design and support of evolutionary growth. One of the critical challenges is the practicability of combining various methods. Focusing on a socio-technical process proves to be an appropriate approach to integrate technical features with corresponding organizational measures.

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