E-Service Requirements from a Consumer-Process Perspective

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. In this paper, we describe an approach for analysing requirements on e-services from the service consumers’ perspective. The approach supports the identification and analysis of problems that eservices can cause in consumers’ business processes. The presented approach is also supporting identification of tentative solutions such as changes in the eservices, business processes, IT systems or legal regulations. The approach is grounded in and illustrated by a case at the Swedish Tax Agency.