User Generated Services during Software Introductions

Abstract

In this paper, we describe the lack of user participation and involvment during software introductions. Especially big projects with a volume larger than 10 million US-$ are very likely to neglect important benchmarks like e.g. the budget or even completely fail. To fight these costly failures and support software introductions, we propose a service system that integrates the user into the software rollout. This service system consists of three service modules that are supported by components for feedback, communication, user incentives and motivation as well as. The service modules shall empower the users to give support and deliver tutorials or training to other users and furthermore establish a project specific platform which encourages a continuous improvement of the current software solution.