Mastering Shakedown through the User - the Need for User-Generated Services in Techno Change

Turning IT -investments into organizational benefits is one of the key research objectives for information systems. There is a significant body of knowledge dealing with research on system development and management approaches. However, by leveraging crowd mechanisms, we believe that from a service systems perspective, after the rollout (also called shakedown phase) organizations still require active involvement by end-users in order to create IT-impacts and ultimately enhance organizational performance. We follow a design science research approach and suggest integrating usergenerated services into an existing service system. Our artifact will hence consist of design requirements and design principles, which we will validate in our future work through two hermeneutic circles, in which users are given the means to identify existing problems and create their own fitting solutions. The focus of this research-in-progress paper lies on identifying design requirements that address the challenge of motivating users to create and use user-generated services. Our first step of developing design requirements and preliminary results are based on a brief literature review to identify existing motivational factors and incentives from the software implementation literature, which is the basis for our design requirement for user-generated services. Our theoretical contribution lies both in showing the potential of user-generated services for the shake-down phase for techno change projects and providing a first tentative motivational design requirement for a service system that enables user-generated service in the context of the shakedown phase.