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A Case Study on Participatory Approach to Support Shift to Experience Design of Work Tools in B2B Context

Research output: Chapter in Book/Report/Conference proceedingConference contributionScientificpeer-review


Original languageEnglish
Title of host publicationProceedings of the Thirty Seventh International Conference for Information Systems (ICIS 2016)
PublisherAssociation for Information Systems
Number of pages18
ISBN (Electronic)978-0-9966831-3-5
Publication statusPublished - 2016
Publication typeA4 Article in a conference publication
EventInternational Conference on Information Systems -
Duration: 1 Jan 1900 → …


ConferenceInternational Conference on Information Systems
Period1/01/00 → …


To support the shift from technology-driven to experience-driven design in a company developing work tools (materials handling equipment), we developed and applied a participatory approach to increase awareness and buy-in of experience design and related methods at the company. We 1) present user experience (UX) design guidelines developed for both designers and managers based on the participatory process, 2) report evaluation of the guidelines with designers, developers, and selected internal and external stakeholders, and 3) present a participatory approach to create personas and experience journey maps covering the product life-cycle. SWOT analysis of the guidelines revealed that guidelines need to be understandable without expert UX knowledge, managerial support is needed that was aimed to be supported by the guidelines developed for managers, and representative user participation is needed. Participants experienced positively the applied participatory approach, and the mindset change is proceeding in the case company.


  • experience design, user experience, Participatory design, learning organization, organizational change

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