E-service requirements from a consumer-process perspective

Abstract

[Context and motivation] When designing e-services it is important that they fit smoothly into the service consumers' business processes. If the e-services do not fit there is a risk that they will not be used by the consumers; the investment and effort to use the e-services might be too high. [Question/problem] In this paper, we aim at describing an approach for analysing requirements on e-services from the service consumers' perspective. [Principal ideas/result] The approach supports the identification and analysis of problems that e-services can cause in consumers' business processes. The presented approach is also supporting identification of tentative solutions such as changes in the e-services, business processes, IT systems or legal regulations. [Contribution] The approach contributes to the area of e-service requirements analysis by taking a consumer and process centric perspective. The approach is grounded in and illustrated by a case at the Swedish Tax Agency. © 2011 Springer-Verlag Berlin Heidelberg.