Despite there exist different proposals for reusing existing well-designed artifacts for process modelling and capturing variability in business process models, most of them suffer from three major shortcomings: lack of automation support in (i) maintaining the configurable process model, (ii) modelling sub-processes as stand alone entities and (iii) user-centricity and decision support in choo...

The importance of e-learning and e-commerce applications has significantly increased in the past few years. Seeking better design and implementation principles is a research goal with, potentially, a significant impact. One of the commonalities of both applications is user-centricity. Understanding user behavior is critical especially in user-centered applications such as e-commerce and e-learn...

Design thinking (DT), a customer-centric approach for integrating end customers in the innovation process, enables organizations to identify customers’ real needs. The full article describes the evolution of DT in Deutsche Bank’s IT division and its role in solving specific problems, better integrating the business and IT divisions, and bringing the bank’s IT closer to its customers, and identi...

Our paper investigates the values fostered and inhibited by current Brain-computer Interface systems for the physically disabled. We report on a study conducted among 12 physically disabled individuals by employing Value Sensitive Design, a tripartite methodology accounting for human values in the design process. Our study reveals that current systems restrict independence, articulation, recrea...

This chapter focuses on a change effort for introduction of an e-governance innovation in the operating room management of a medium-sized Italian hospital, which led to higher levels of efficiency and effectiveness at once. The innovative project has made all the stages of the surgical process transparent, highlighting where there is an opportunity to improve overall performance via the introdu...

The article proposes the authors’ method for assessing maturity of customer relationship management system a company. purpose is theoretical refinement concept in terms expanding conceptual apparatus and defining stages customer-centric transformation process. achieve indicated purpose, following methods were used: systematisation existing scientific views on research topic; analysis models qua...