This document discusses the value of including end-users in the system development process. It defines end-users as the everyday users of a finished product. Involving end-users can provide advantages like quicker design, higher user acceptance, and new ideas. However, there are also disadvantages like limited technical knowledge. The document examines how to select which end-users to involve and measures of user satisfaction. It outlines drawbacks of not involving end-users such as user resistance, higher costs, and a poor relationship between end-users and IT.

1. Running head: THE VALUE OF END-USERS 1
The Value of Using End-Users in System Development
Summer L. Steele
Troy University Montgomery
February 24, 2016

2. THE VALUE OF END-USERS 2
The Value of Using End-Users in System Development
With the dawn of the digital age, the businesses world set off into uncharted waters. This
journey to improve efficiency was not for everyone but for the brave few who accepted the
challenge; the hardship of transitioning so many of their processes over to digital had begun.
The old system that was once consumed by snail-paced, supply-wasting, hand-written
work orders, invoices, & countless copies had been reborn into the cost-cutting, lighting-quick
systems through the use of many different types of computer software that have cropped up in
the demand for change. But change brings about doubt and questions that must be asked, such as
when this software is in the development stage, do the software developers consult with the end-
users during this process, would including the end-users during the development process add
value to the final product worth the investment of bringing them onboard? Fortunately many
companies have already used this concept of including end-users in system development
allowing many of the questions that have emerged such as: who are our end-users and where do
they come from, what are the advantages and disadvantages of using end-user, and what
drawbacks are there if end-users are not used to be answered.
Understanding Your End-Users: Who Are They And Where Do They Come From?
Merriam-Webster defines an end-user as “the person who will eventually use the
product.” This is an ordinary user who is either using the finished product for everyday use (e.g.
home office suites, search portals, social media) or business personnel to complete daily work
activities (e.g. email, work order/report systems). Depending on the type of system being

3. THE VALUE OF USING END-USERS 3
developed depends on who your end-user is and where to find them for developmental
assistance. Companies in the past have used “asking” tactics (such as focus groups, surveys, and
face-to-face interviews) where they would ask users what they wanted and then develop the
system based off those responses. This process can be labor-intensive, highly expensive, and not
very effective in the end. Now it is more effective to observe and analyze user behavior to see if
system engagement is taken in a positive or negative manner. Being able to see the actual
workflow of end-users gives the developers an insight on how to make improvements to the
system. (Montagano, 2015)
Advantages and Disadvantages of Using End-Users
Like with any new process, there will be advantages and disadvantages that must be
weighed to see which direction should be taken. Some of the advantages of end-user
development include:
 Quicker design and implementation
 Higher user acceptance/satisfaction
 Lower communication issues between users and developers
 Continuous flow of new and creative ideas
Some of the disadvantages of end-user development include:
 Limited to no technical end-user knowledge of the system process
 Disconnect between the end-user and developers
 Waste of resources/clutter

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The leading dispute in regards to end-user development is that end-users lack the basic
knowledge of the technology used in system development even though past studies have shown
that end-users are inclined to bring significant and useful ideas to the drawing board.
(Magnusson, 2009) To tackle this dispute, end-users can be selected by meeting certain criteria
that are associated with the system that is being created.
When it comes to selecting which end-users to involve, it is best to include people who
are motivated to the cause, will be a leading user of the final product, and have some knowledge
of the basic technology. P.R. Magnusson (Magnusson, 2009) demonstrations three scenarios of
user involvement to show how different types of end-users contribute in the development process
(see Appendix A for Table). The three approaches presented in the table are (1) professionals-no
user involvement, (2) guided users who were provided with extensive knowledge, and (3)
pioneering users who were provided with limited knowledge. Based on this table, the user
involved scenarios presented more ideas versus no user involvement.
Once the end-users have been selected, it is recommended that the end-users and
developers collaborate on the development process. These two groups must be able to
communicate openly and work side-by-side to create a system that will provide the needs of the
company but also provide the flexibility for end-users to adapt to any changes that may take
place in the business setting. (Procaccino & Verner, 2009)
The developer’s main objective is to create successful software that meets the business
needs. End-users, on the other hand, are looking for user satisfaction, meaning that they believe
the information system meets their requirements/needs. To measure user satisfaction, there are
four concepts that are considered: (Procaccino & Verner, 2009)
1. Information quality – is the information up-to-date and accurate?

5. THE VALUE OF USING END-USERS 5
2. System usefulness – does the system same time and improve performance?
3. System usage – is the system easy to learn and use?
4. System complexity – how complex is this system and how much will it cost to
run and maintain?
These factors (business needs and user satisfaction) go hand-in-hand for the creation of a
successful system.
Drawbacks of Not Using End-Users
When developers decide not to use end-users during the development process, drawbacks
can emerge after the final product is released. Some of these drawbacks include: user resistance,
higher costs, and a poor end-user/IT relationship.
User resistance has been identified as the leading cause for the failure of new information
systems. When a new system is executed, users will either embrace or resist the new system.
Kim & Kankanhalli (2009) discusses a concept to this user resistance as the Status Quo Bias
Theory which attempts to explain how people tend to avoid change and maintain their current
situation. There are three main categories that are applied to this theory: (1) Rational decision
making, (2) cognitive misperceptions, and (3) psychological commitment. Rational decision
making is when users evaluate the costs and benefits of the change. There are two costs that are
taken into consideration in this category: transitional costs which can be tied to the loss of work
due to learning the new system and uncertainty costs which is when a user feels uncertain or
afraid of the changes. Cognitive misperceptions deals with loss aversion where some users may
feel that any sort of loss during the transition over to a new system becomes a bigger issue even

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though this may only be short-lived. Then there is psychological commitment that comprises of
three factors: sunk costs, social norms, and efforts to feel in control. Sunk costs can include the
loss of skills that were useful in the previous system but are no longer necessary in the new
system. Social norms can relate to how other users feel about the changes so if other users voice
their dislike of the system that can impact the new system in a negative way. Then there’s
efforts to feel in control which is how a user may feel when learning the new system. If a user is
not adapting as fast as they feel they should be it can cause some dissatisfaction. This theory
provides explanations on why users may have resistance to a new system and can give
companies a viewpoint on ways to minimize or eliminate this resistance in the beginning versus
dealing with it after the final product has been incorporated. (Kim & Kankanhalli, 2009)
Higher costs can be associated with not involving end-users in the development stage.
Some of the costs associated with system development include (Records Managers, 2000):
 IT salaries for maintaining and operating the system
 Time spent by end-users working in the system
 Maintenance of the system such as upgrades/updates
 Continuous training of new processes
The relationship between the end-users and IT has a tendency to be disconnected. Some
of the reasons for this is differences in their work environment. It is recommended that end-
users refrain from using terms and concepts that are routine in their business domain and
developers refrain from using technical jargon. Both must be on the same level when it comes to
assisting with an issue. (Procaccino & Verner, 2009)
When it comes to the IT-end relationship, Leonard (Leonard, 2004) presents two
dimensions to the relationship: (1) a physical dimension which consists of elements that are

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necessary in the interactions of both IT and end-users, and (2) an abstract dimension which
consists of more personal issues such as trust and commitment. (see Appendix B for basic
components)
Research: Transitioning to a New System
Over the years, business processes have moved away from traditional paper files to a
more digitalized approach. When a large nationwide corporation decides to switch over from
one system to another, they must decide on if the new system will provide a higher value to their
employees that will be using it on a day-to-day basis versus the current system in place as well as
if they should incorporate some of their personnel in the development process and, if so, which
end-users should they choose from.
In order to put the value of end-users in perspective, let’s take a look at a small market
radio cluster to see how the transition over to a new system affected the personnel that would be
using it on a daily basis.
The local account executives were very apprehensive when they found out that a new
system was about to take the place of the current system. They were given a four week
countdown to the set GO LIVE week and given training material every week to assist in the
preparation of the new system which took time away from their usual routine. Since the system
was already in place in larger markets, no feedback was requested from a smaller market’s
viewpoint. Once the transition took place, there were a few setbacks and there are still a few
issues that would make the system more user-friendly and supportive of the account executives

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busy day-to-day work requirements. There are some great aspects associated with the new
system:
 Web-based interface
 Mobile app - compatible with both iPhone and android devices
 WalkThrough application - takes the user step-by-step through multiple scenarios
 Multiple options contacting support (phone, email, ticket system)
These were great but there seemed to be bigger drawbacks to the system that causes delays to the
account executives workflow. Some of the issues presented were:
 Too many steps and very time-consuming to do something as simple as entering a
proposal.
 The technology associated with the system seemed to be overly complex.
 A disconnect seems to exist between the account executive and support. (e.g.
support not understanding the account executive’s needs, which causes issues not
to be resolved in a timely fashion.)
 Injection errors where some orders are getting stuck between two different
systems which require support manually finding and pushing the order through.
These drawbacks have caused a lot of user resistance and dissatisfaction with the system. Many
of the account executives are spending more time at the office instead of out selling due to the
amount of time it takes them to enter what use to be simple processes. Over time it has been
shown that the process will become quicker, but until then they must struggle to go about their
daily routine.
Conclusion

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It has become clear that there is definitely value in using end-users during system
development. With more companies switching work processes to a digital format, end-users can
be a great asset during the system development process. The drawbacks of not using end-users
have shown to be costly in the end. Many users can become resistant to these changes and may
not use the system to its full potential and support may not know how to handle certain issues
that end-users may bring up after the release of the final system. Studies have shown that end-
user involvement during development has increased users satisfaction which in turn leads to a
higher usage of the system.

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References
Kim, H.-W., & Kankanhalli, A. (2009). Investigating User Resistance to Information Systems
Implementation: A Status Quo Bias Perspective. MIS Quarterly, 33(3), 567-582.
Leonard, A. (2004). Focusing on Maturity Levels for the Effective Management of End Users
Involved in Software Project Teams. South African Journal of Business Management,
35(1), 17-25.
Magnusson, P. R. (2009). Exploring the Contributions of Involving Ordinary Users in Ideation of
Technology-Based Services. Journal Of Product Innovation Management, 26(5), 578-
593. doi:10.111/j.1545885.2009.00684.x
Montagano, P. (2015). Analyzing Usage: Visualizing End-User Workflows to Drive Product
Development. Information Services & Use, 35(1/2), 95-98. doi:10.3233/ISU-150770
Procaccino, J., & Verner, J. M. (2009). Software Developer' Views of End-Users and Project
Success. Communications Of The ACM, 52(5), 113-116. doi:10.1145/1506409.1506437
Records Managers. (2000, 10 11). Analysis of Costs and Benefits for ERM/ERK Projects.
Retrieved from National Archives: http://www.archives.gov/records-mgmt/policy/costs-
and-benefits-erm-erk.html

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Appendix A
Source: (Magnusson, 2009)

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Appendix B
Source: (Leonard, 2004)