Incorporating UCD Into Software Organizations - A case study of work practices of a generic software implementation organization in India

Abstract

This thesis investigates the application of the User Centered Design (UCD) methodology into the existing work practices of an organization that specializes in implementing generic software. Specifically, it focuses on the work practices of HISP India, who implement the software DHIS2, and the challenges that limit the feasibility of incorporating UCD into their practices. The use of UCD processes has been shown to have several financial and business-related benefits. For example, reduced total time and cost of the development process, and increased end-user acceptance of the developed product. This thesis summarizes the challenges associated with following a user centered approach when implementing generic software. Generic software poses new challenges to the application of UCD as the design processes happen on two distinct levels, the generic (vendor) level and the implementation level. This thesis focuses on the processes that happen on the implementation level. A major challenge when introducing UCD into software organizations is that many of the stakeholders within the organization do not see the benefits of following design methodologies. “Developer mindset” and “lack of knowledge” are frequently mentioned challenges that hinder this adoption. In addition to this, much of the work performed at the implementing organization is contract-based. This often results in the required resources to perform end-user involvement not being provided and can put restrictions on the implementers’ access to end-users. The findings of this thesis are based on a two-year case study that has investigated the existing work practices established at HISP India. It presents the general workflow, challenges of incorporating UCD and where in the existing process UCD may be introduced. In this thesis I present increasing the organization’s knowledge about UCD as a possible aid in introducing this process. To achieve increased awareness and knowledge of UCD I describe possible solutions for how employees at HISP India can increase their knowledge about UCD, usability and other design related concepts. These solutions include DHIS2 Academies and mentor programs.