A case study on participatory approach to support shift to experience design of work tools in B2B context

Heli Väätäjä, Elina Hildén, Virpi Roto, Kero Uusitalo

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


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.

Original languageEnglish
Title of host publication2016 International Conference on Information Systems, ICIS 2016
PublisherAssociation for Information Systems
ISBN (Electronic)9780996683135
Publication statusPublished - 2016
MoE publication typeA4 Article in a conference publication
EventInternational Conference on Information Systems - Convention Centre Dublin, Dublin, Ireland
Duration: 11 Dec 201614 Dec 2016
Conference number: 37


ConferenceInternational Conference on Information Systems
Abbreviated titleICIS


  • Experience design
  • Guideline
  • Mindset
  • Organizational change
  • Participatory approach
  • User experience
  • Work tool


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