A Case Study of Four IT Companies Developing Usable Public Digital Self-Service Solutions

This paper presents a case study of implementing a user-centred approach in four software companies that, by supporting the development process, provide the municipalities with various self-service solutions for their citizens. This study outlines the process of how four companies develop their solution, including their customer involvement, end-user involvement, and product. The findings are compared to the number of usability problems identified in the four self-service applications developed by the software companies. This shows a mismatch between the usability and utility in these four solutions. Keywords-Case Study; Self-Service Applications; Usability; Utility; Development Process; User-Centred