Mutual learning

Continuing on from the gains observed during the previous phase, in this first phase of use we see the mutual learning from the design phase became an even greater enabler of Hublink's use in context. The absolutely crucial adoption tasks, including training partners, and acting as first line for support questions continued to be substantial and continued to be taken on wholly by the consortium coordinator with the participation of other staff at Real. As evidenced through the reflective interviews, these staff members had a deep understanding of the application, and were highly confident and mostly self-sufficient in these adoption tasks (Textbox 39). Evidence for this is the very small number of support questions that were passed onto the development team (see section 6 of the case study).

Notably support queries increased later in the lifecycle of the project (see section 6 of the case study), when Cathie Duncan, the Project Co-ordinator and Operations Director Edward Pickering, who had both been involved in the design left the organisation. This underlines the importance of the learning gains from the design phase, but also their fragility .

5.4.6.3 Appropriation and Tailorability

As discussed in the literature review, appropriation is distinct from tailorability. Appropriation can be understood as the ability to find ways to meet ones needs within the constraints imposed by the system even when the system design does not cater to those needs(Dourish & Dix 2007) . On the other hand tailorability is the ability to change the system to better meet ones own needs (Pipek & Wulf 2009). In the reflective interviews, both appropriation and tailorability were raised as important methods that individuals used to make sure the system was usable in context. In both cases, participation in the design process was identified as the route to the

I think it is useful being involved in designing it yourself. I think you'd be more inclined to change your work process to fit with a ready- made system, which is not a good thing. I don't think the system should dictate your work. the client journey should dictate your work, and that’s where we started with, what's the client journey?

Karen Linnane 13 mar 2014

Textbox 40: Reflection on appropriation and work practice

We've been able to deliver Hublink to the other partners, and we've been able to train them up on it and give them information on it and get them on board with using it, because we've been involved in designing this and we understand it. if this was something that was just given to us i don't think we'd be able to impart our learning and training and understanding in the way that we have. Karen Linnane 13 March 2014

Textbox 39: Reflection on learning through PD

knowledge to take on these activities (Textbox 39, Textbox 40, Textbox 41). Providing even more evidence for the benefits of these gains, the journey towards end user development that started during the transition phase described in the phase 2 section of this study accelerated during this period. The desire and ability of the leading users to make changes to the user interface and the data fields increased. During this period, several support requests from the consortium coordinator during this period were requests to document how to make changes such on an ongoing basis rather than simply requests for changes to be done by the development team. This can be seen as journey for participants where input into design led to the desire for more customisation, and finally to the desire to customise oneself (Textbox 42). This links to the ideas of meta-design (Fischer 2003), though is also distinct from it as our evidence shows that it is the desire and ability to customise comes primarily from participation during design, rather than through the design itself.

As in the transition phase, it was also observed that this high degree of involvement has negative sides; one that is personal and emotional, and another that is technical. The personal side is the pressure that comes with the sense of responsibility of having been a co-designer. This is expressed by the leading user when she feels the pressure to improve things she notices could be better. It is therefore observed that the knowledge and understanding that comes from participation has heightened a sense of responsibility and this is not comfortable (Textbox 43) . In contrast, she expresses that it might be easier to blame design flaws on a system in which she has no personal investment (Textbox 27). This is a very important and unforeseen issue, and not explored in the literature to date; this point is further discussed in the conclusion of this thesis. More widely discussed are the issues of end user tailorable solutions being fragile and having the potential to lead to inconsistent data or functionality (Lieberman et al. 2006) . We found this was true but to a small extent. For example, we found that in making a previously

For me, it meant that we can flex how we want it, so we don't hopefully we don't get caught by that thing of doing what the database tells us what to do because we have designed it so its for us to play around with it or bend the rules about it, maybe if it had been a system that was introduced we might feel that we have to stick to it because we don't know quite how to work around it. Karen Linnane 13

March 2014

Textbox 41: Reflection on appropriation informed by PD

It just doesn’t make sense to me to have to ask you to do those things every time because its a database that I'm using every day, I'm getting the feedback from people day to day. It just makes sense. I have that understanding: I train other people to use it, how can i do that if I don't have that level of understanding? So actually i don't think it could have been any other way to make it a success. Cathie Duncan 13

March 2014

Textbox 42: Reflection on learning and taking on tailorability tasks

non-compulsory field compulsory, an error was thrown when older data, from before the change, was saved. It could also be said that some of our struggles with producing the reports was in some ways a negative result of the ease of tailorability. Because it was easy to add new fields and gather new data, each time this was done the reports needed to be tested and adjusted. This made the work on reports more long running that it might have done and potentially more complex. Clearly there is a balance to be made between maintaining the usefulness and

relevance of the application by allowing it to be tailorable, versus the risks of errors and instability due to change.

5.4.6.4 Infrastructuring

As the main part of the project in which design and use converge, in this phase the concept of infrastructuring begins to become increasingly relevant as a way of describing and analysing the project. The nine dimensions of infrastructure (Star & Ruhleder 1996), begin to become visible characteristics as Hublink becomes part of everyday work for the consortium: during this phase, Hublink becomes 'embedded' in everyday practices. Learning and adoption takes place both formally and informally by being part of the consortium. The application is used in different ways across the different partners, with adaptations locally needed whether that is to adapt to different technical infrastructures (eg. coping with slow internet connections at one site, or a thin client system at another). Nevertheless, standards need to be imposed in order to make thesystem workable and effective across the different organisations; there is an ongoing tension between the need to both 'link to conventions of practice' locally, while also adhere to standards that mean that the system can meet its original aim of creating consistency of record keeping and reporting across the consortium. Finally, we see the system, over time, becoming increasingly invisible, as indicated by the drop in support queries. However when there are breakdowns – which are few and far between – the absence of the system is noticed.

[working on Hublink] doesn’t sidetrack me; I see it as part of my job, though perhaps not a part i expected to have… I wouldn’t say that I’ve necessarily enjoyed all aspects of it. Its been quite a headache for me in truth but I think that’s because its something I've never done before and I’m not used to having to think about it. I’m used to sitting and using a database that just works and I have to learn where I have to put different pieces of information. I'm not used to having to look at it and say well how do we make it ask for that information, why are we asking it to do and what are we asking it to do next. Having to take it that step further has been quite a steep learning curve, but now we are at the other end of it, a good learning curve. Cathie Duncan 13

March 2014

Textbox 43: Reflection on learning and responsibility

For the entire team, the transition from enjoying a research-driven design project into sustaining a long term infrastructure was a substantial challenge. The basis for long-term support had been planned into the project, through the ongoing support through the hosting provider Bytemark under a contract directly with Real, through the use of the Open Source framework, and through the ongoing support offer from Fossbox. Nevertheless the full weight of this ongoing

responsibility had been underestimated (Textbox 43). Merkel et. al. Are one of the few research teams that have touched on the difficulties of sustaining IT infrastructures into the long term in a community setting (Merkel et al. 2005) . Phase 5 of this case study explores these pressures further.

It also should be mentioned that during this phase (April 2014) a series of interviews took place that provided a space for reflective exchange of views on Hublink's development. These interviews were intended to capture reflections on the process in order to evaluate the intangible outcomes of the project, and were not primarily intended to guide further technical or design work. However, they did provide an opportunity to air some of the tensions in the project as well as analyse its achievements. While it is impossible to evaluate whether the opportunity to air these issues had any effect on the unfolding of the practical aspects of the project, they did provide a space bring personal and even emotional dimensions to be aired and discussed. The reflective interviews surfaced the strong personal relationships that had grown up between the team and to the tool we were building together. Some of the emotions were negative, such as the anxiety felt at the added responsibility, though many were positive for instance the sense of ownership and achievement that comes with the ability to tailor a tool to ones own needs. The concept of infrastructuring seems like a useful tool for analysis here, as it is able to encompass such intangible connections and recognise that they also have an underpinning role.

It does feel like something that we developed, we designed... yes it definitely feels like something that is unique to what we wanted and now its there. Karen Linnane 13 March 2014

Textbox 44: Showing co-creation

Having worked on a big dynamics project that went horribly wrong its good to see that this one didn’t (laughs) … I’ve seen what a lot of other not for profit organisations spend their money on and it does worry me slightly that they spend a lot of money when something like this can do the job. Edward Pickering 9 April 2014

Textbox 45: Achievements of the project

A final reflection on this phase is to note that many of the difficulties we encountered during this time could have been mitigated by the earlier involvement of the project partners. Certainly these issues of wider involvement the project shows up both the tension within PD as it attempts to both adhere to a set of well-defined ethics while also working pragamatically to produce results (Robertson & Wagner 2012). This lack of involvement by the partners was a frequent topic of conversation in the reflective and evaluative interviews. Each time it was discussed the conclusion seemed to be the same: that broader participation would have been desirable and would have helped the project, but it was just not practical because of the resource constraints and working practices of the organisations. The work of Taylor and Burt show how VSOs, being low in resources and focussed on frontline work, find it difficult to participate in IT projects that plan for the future (2001). So although this lack in participation can be seen to undermine the ethics of PD as applied to this project, it also strengthens the argument for participation as it is so clear that participation is seen as a positive and useful strategy that benefits the goals of the project.

All in all, despite many challenges, Hublink did, during this period, become usable and work in ths phased has been essential in enabling it to fulfil its purpose of being an infrastructure for the local link consortium (Textbox 44 , 45, 46 ).

I would say its amazing what you've achieved in a limited time and resource, that you've had, and that we had available to give to work with you. so on that level, the overall endeavour has been very successful… yes we've got to work with staff and there are teething problems getting everyone to use it and use it well and stuff … but if we hadn't had this we'd have been stuffed, in terms of our ability to bid for it, and effectively spend the money and make it work. Without it, the bid would have been much less successful in actually getting it or making it work from day one; so if there is a genuine cost to this, others will need to know what that is. Mike Smith

9April 2014

Textbox 46: Achievements of the project