Organizations have to adjust to changes in the ecosystem, and customer feedback systems (CFS) provide important information to adapt products and services to changing customer preferences. However, current systems are limited to single-dimensional rating scales and are subject to self-selection biases. This work contributes design principles for CFS and implements a CFS that advances current systems by means of contextualized feedback according to specific organizational objectives. We apply Design Science Research (DSR) methodology and report on a longitudinal DSR journey considering multiple stakeholder values by utilizing value-sensitive design methods. We conducted expert interviews, design workshops, demonstrations, and a four-day experiment in an organizational setup, involving 132 customers of a major Swiss library. In the process, we validated the identified design principles and the implemented software artifact both qualitatively and quantitatively and drew conclusions for their efficient instantiation. In particular, we found that i) blockchain technology can afford three design principles of effective CFS. Also, ii) combining DSR with value-sensitive design methods explicitly provides rationale for design principles in the form of identified important values. Moreover, iii) utilizing this methodology makes the construction of software artifacts more efficient it terms of design time by restricting the design space of a software artefact to those options that align with stakeholder values. Hence, the findings of this work advance the knowledge on the design of CFS and provides both, for researchers a theoretical contribution to reason about design principles and a guideline to managers and decision makers for designing software artefacts efficiently.
翻译:各组织必须适应生态系统的变化,客户反馈系统(CFS)必须适应生态系统的变化,提供重要信息,使产品和服务适应变化的客户偏好;然而,目前的系统仅限于单维评级尺度,并受到自我选择偏见的影响;这项工作有助于为CFS设计原则,并通过根据具体的组织目标提供背景化反馈,实施一个能够推进现有系统的CFS;我们应用设计科学研究方法,并报告纵向DSR历程,其中考虑多种利益攸关方的价值,利用对价值敏感的设计方法;我们进行了专家访谈、设计讲习班、演示和为期四天的组织安排试验,涉及瑞士主要图书馆的132名客户;在这一过程中,我们验证了已确定的设计原则和已执行软件的质和量性工艺,并为这些系统高效的即时速化作出了结论;我们特别发现,一) 链技术能够提供有效的CFS的三项设计原则;此外,将DSR与对价值敏感的设计方法相结合,以确认的重要价值的形式明确为设计原则提供了理由;此外,利用这一方法,软件的构思原理和所执行的软件工艺品设计,为C公司设计设计工作结论提供了一种效率,限制空间设计结果,从而使C设计为客户设计选择提供了一种时间。</s>