User-centredness in Large-scale Information Systems Implementation

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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.
Original languageEnglish
Title of host publicationProceedings of the 12th Scandinavian Conference on Information Systems (SCIS2021)
EditorsElena Parmiggiani, Alexander Kempton, Patrick Mikalef
PublisherAssociation for Information Systems
Number of pages16
ISBN (Electronic)978-82-303-5054-6
Publication statusPublished - 2021
Publication typeA4 Article in a conference publication
EventScandinavian Conference on Information Systems - Virtual
Duration: 9 Aug 202111 Aug 2021


ConferenceScandinavian Conference on Information Systems
Internet address


  • information systems
  • user-centeredness
  • user involvement
  • user participation
  • implementation

Publication forum classification

  • Publication forum level 1


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