Measuring the Value of User Participation in Change Projects - Results from Case Studies in the Mobile IT-Service Sector

Mobile devices offer great potentials for business process change and reengineering. However, realizing these potentials in practice still faces serious problems. While technologies are now widely mature, the problems still lie in the adoption and usage of mobile technology. In this paper, we analyze the contribution of user participation to the successful improvement of business metrics. This paper presents results from five case studies conducted in the IT-Service sector. The paper gives an example of a process calculation before and after mobile tool integration. Major findings include (a) user participation leads to improvements in business metrics and, (b) faster adoption and payback periods.