Information Technology Reference
In-Depth Information
provides an holistic view into citizens' lives - and not simply an analysis
of the tasks people carry out, will have generic relevance in designing for
whole communities. In our experience, the values and cultural attributes
inherent in the design process of systems, services and products for the
citizen, are a dominant influence in determining whether or not citizens
embrace the resultant digital technologies with some degree of prepared-
ness and acceptance.
Designing to meet the needs of diverse populations requires designers to
have education and training in the concepts and theories of all five compo-
nents of the integrated approach to design proposed in Chapter 7. The
principles need to be taught, in order that the concepts and approach can be
institutionalized. Product managers, service developers, design engineers,
marketing professionals and others involved in any of the stages of the ICT
design and development cycle need an understanding of the basic concepts.
Having an understanding of the principles underpinning a sociotechnical
approach to design will help designers and others to see the central part
that participation and engagement of citizens/users play in an integrated
approach to ICT design.
The future holds countless opportunities for designers to use their skills
in innovative ways. Their design ingenuity has perhaps never been as im-
portant in terms of its influence over the quality of life of citizens of the
world. Enlightened managers can provide a supportive environment in
which the designers' skills and creativity have full reign in the rich design
context envisioned here. Designers will of course have their own perspec-
tive on the proposed changes and ideas for making the change work for
them. They will have a crucial role in planning the transition.
10.5.2 ICT Manufacturers
The importance of allowing market forces to prevail is frequently voiced.
The essential premise in this model of a market-driven economy is that
well designed products that meet consumers' needs will sell successfully
and those that do not will fail. In reality, life is not so simple. There are
many circumstances when consumers/citizens do not have the freedom of
choice or sufficient influence or knowledge to guarantee that this will hap-
pen. Advertising can motivate consumers to buy new products and ser-
vices. Sales are achieved but, once purchased, goods or services are often
under-used and sometimes even abandoned. Shifting the focus of ICT de-
sign towards a sociotechnical systems perspective requires a different
model of how the market operates. In the case of manufacturers, they will
need to recognise that adoption and successful usage of products depends
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