The Socio-Technical Walkthrough for Participatory Process Design

  • Michael Prilla
  • Isa Jahnke


Service processes rely on a multitude of stakeholders in a company. To name the most prominent roles, company executives build and maintain an overall strategy of service provision, service managers plan and implement services and employees in operative divisions execute concrete steps of service processes according to the company's strategy. As an example for further stakeholders possibly involved, sub-contractors carrying out pre-defined process parts can be taken. In our work with service providers from different domains, we learned that service process management could benefit from integrating and actively involving these stakeholders in the creation and improvement of processes. This becomes even more beneficial when service processes are implemented on an international scale: In such settings, not only local stakeholders provide important insights into processes, but also remote employees from a target destination are needed to build and adapt suitable service processes.


Service Process Operative Division Workshop Series Company Executive Pilot Process 
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Suggested Readings

  1. Herrmann, T. (2009): Systems Design with the Socio-Technical Walkthrough. In: Handbook of Research on Socio-Technical Design and Social Networking Systems. Eds.: Whitworth, B.; de Moor, A. Idea Group Publishing, Hershey, PA, USA 2009, pp. 336–351.CrossRefGoogle Scholar
  2. Herrmann, T.; Kunau, G.; Loser, K.-U.; Menold, N. (2004): Socio-technical Walkthrough: Designing Technology Along Work Processes. Paper presented at the 8th Conference on Participatory Design: Artful Integration: Interweaving Media, Materials and Practices, Toronto, Canada 2004.Google Scholar

Copyright information

© Gabler Verlag | Springer Fachmedien Wiesbaden GmbH 2011

Authors and Affiliations

  • Michael Prilla
    • 1
  • Isa Jahnke
    • 2
  1. 1.Institute of Applied Work Science, Department Information and Technology ManagementRuhr-University of BochumBochumGermany
  2. 2.Center for Research on Higher Education and Faculty DevelopmentTechnische Universität DortmundDortmundGermany

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