Dealing with technology and actor views in designing ICT service systems Online publication date: Sat, 02-Oct-2010
by H. Bouwman, M. Janssen
J. of Design Research (JDR), Vol. 8, No. 4, 2010
Abstract: One of the key characteristics of the ICT industry is convergence, which has to do with bringing together system technologies and actors from different industries. Components provided by various actors are integrated to create end-user services. The design of these service systems requires the collaboration of these actors in what are known as value webs or eco-systems. Attention has to be paid to the interrelatedness and co-evolution of the technological systems and the organisational domains. In this paper, two cases are presented to illustrate the interrelatedness of design-related choices in the systems and actor domain, showing the need to take both the technological systems design perspective and the actor design perspective into account. Furthermore, the need for a multi-theory and multi-method approach is illustrated. Next, the focus is on one of the core design challenges of ICT service systems, i.e., integrating systems components which are dealt with by using a layered design approach.
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