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Digital service analysis and design: The role of process modelling

Author

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  • Buchanan, Steven
  • McMenemy, David

Abstract

Digital libraries are evolving from content-centric systems to person-centric systems. Emergent digital services are interactive and multidimensional, associated systems multi-tiered and distributed. A holistic perspective is essential to their effective analysis and design, for beyond technical considerations, there are complex social, economic, organisational, and ergonomic requirements and relationships to consider. Such a perspective cannot be gained without direct user involvement, yet evidence suggests that development teams may be failing to effectively engage with users, relying on requirements derived from anecdotal evidence or prior experience. In such instances, there is a risk that services might be well designed, but functionally useless. This paper highlights the role of process modelling in gaining such perspective. Process modelling challenges, approaches, and success factors are considered, discussed with reference to a recent evaluation of usability and usefulness of a UK National Health Service (NHS) digital library. Reflecting on lessons learnt, recommendations are made regarding appropriate process modelling approach and application.

Suggested Citation

  • Buchanan, Steven & McMenemy, David, 2012. "Digital service analysis and design: The role of process modelling," International Journal of Information Management, Elsevier, vol. 32(3), pages 251-256.
    • Handle: RePEc:eee:ininma:v:32:y:2012:i:3:p:251-256
    DOI: 10.1016/j.ijinfomgt.2011.11.008
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    References listed on IDEAS

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    1. Gibb, Forbes & Buchanan, Steven & Shah, Sameer, 2006. "An integrated approach to process and service management," International Journal of Information Management, Elsevier, vol. 26(1), pages 44-58.
    2. Kosheek Sewchurran & Doncho Petkov, 2007. "A Systemic Framework for Business Process Modeling Combining Soft Systems Methodology and UML," Information Resources Management Journal (IRMJ), IGI Global, vol. 20(3), pages 46-62, July.
    3. Buchanan, Steven & Gibb, Forbes, 2008. "The information audit: Theory versus practice," International Journal of Information Management, Elsevier, vol. 28(3), pages 150-160.
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    Citations

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    Cited by:

    1. Ogiela, Marek R. & Ogiela, Lidia, 2018. "Cognitive cryptography techniques for intelligent information management," International Journal of Information Management, Elsevier, vol. 40(C), pages 21-27.
    2. Ogiela, Lidia & Ogiela, Marek R., 2014. "Cognitive systems for intelligent business information management in cognitive economy," International Journal of Information Management, Elsevier, vol. 34(6), pages 751-760.
    3. Ogiela, Lidia, 2013. "Data management in cognitive financial systems," International Journal of Information Management, Elsevier, vol. 33(2), pages 263-270.
    4. Zhu, Bei & Zhong, Ruohan & Wei, Chu, 2024. "Measuring digital government service performance: Evidence from China," China Economic Review, Elsevier, vol. 83(C).
    5. Ogiela, Lidia, 2015. "Advanced techniques for knowledge management and access to strategic information," International Journal of Information Management, Elsevier, vol. 35(2), pages 154-159.
    6. Frost, Robert B. & Choo, Chun Wei, 2017. "Revisiting the information audit: A systematic literature review and synthesis," International Journal of Information Management, Elsevier, vol. 37(1), pages 1380-1390.

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