User experience research on social work information systems as a basis for digitalisation strategy goals

Authors

• Katri Ylönen Jamk University of Applied Sciences, Jyväskylä https://orcid.org/0000-0003-4356-5178

DOI:

https://doi.org/10.23996/fjhw.179070

Keywords:

digitalization strategies, information systems, social work, user experience

Abstract

Digitalization is often portrayed as the solution to the challenges faced in social and health care services, expected to enable and renew operational and service processes. For professionals, the goals of digitalization strategies are typically framed in terms of reducing workload and improving effectiveness through better use of information and greater transparency. However, the realization of these strategic goals is challenged by professionals’ limited opportunities to participate in defining the goals, and by the fact that available research evidence does not appear to be fully reflected in technological solutions. Goal attainment is further constrained by the reality that current information systems remain technically and in terms of usability deficient in many respects and insufficiently aligned with the needs of social work. This article synthesizes and interprets key findings from user experience research on social work information systems to assess how this knowledge can be utilized in setting and implementing digitalization strategy goals. The previously identified challenges offer perspectives that, when considered, may support the realization of these strategic objectives.