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This paper presents a prototype aimed at enhancing the customer service workflow of Centiro Solutions, focusing on efficiently resolving incidents related to software products and services. Leveraging a Large Language Model (LLM), the prototype enhances information retrieval, problem-solving procedures, and communication alignment with company values. The design process involved an innovation sprint, a collaborative effort between industry and academia, employing methodologies like design-thinking and agile development. Evaluation results indicate several benefits, including cost reduction, improved customer service, and streamlined training for customer service technicians. The paper proposes four hypotheses for future research, including the integration of language models into workflows and the importance of user involvement in developing routines for utilizing language models effectively.

IT solutions for rehab are seen as an opportunity to provide effective support for patients’ recovery process in their in-home environment, based on instructions from health care professionals. However, what factors in the context affect the usefulness of such systems lie beyond the training process as such. In this research, we followed a co-design process, where the design of a support packaged for home rehab is based on standard products. Through group interviews with teams of home rehab staff, a broader view of the subject was sought. Group discussions involving the initial demonstration and testing of technology provided a wide spectrum of factors that the staff considered important for success, related to issues on both the organizational and the patient levels. These findings were analyzed for success factors in an attempt to reach an understanding of the rehab process context which will have an effect on the usefulness of the support system. As a result, a checklist of aspects on the process that need to be taken into account in the design of a rehab support system is presented and discussed. The results could be used both in the design of solutions and in the selection and implementation of support systems regarding how to improve the actual use of the systems., FRONT-VL

Experiences in a successful implementation of an IS-development model for co-design in a quadruple helix project. 1. Introduction Information systems (IS) research of the last twenty years has shown a phenomenon of unused research results, for instance IS-development models that do not reach practice. In some cases it may be relied upon that it takes considerable long time to transfer the new innovation from academy to practice. The reason for that could be that there is a lack of relevance for practice. In a quadruple helix project where academy and practice are cooperating to develop IS relevant for practice, a new model for IS-development has been formed. It is a co-design model to bridge the gap between all stakeholders. It motivates end-user involvement at an early stage to catch needs of the IS. The co-design model must therefore be transferred to all the stakeholders of the quadruple helix project and the purpose in this research is to obtain deeper understanding of the model transfer process. 2. Methods Qualitative interview study of stakeholders in the quadruple helix project, thus practitioners (healthcare workers, system developers, end-users) and academics (researchers). 3. Results The co-design model is transferred to practice when used by practice. For that it must be understood by all stakeholders. There are many ways to understand the model and to communicate the learnings from using it. Issues remain to get the model transferred completely. Researchers are also exposed to difficulties by having to balance the theoretical model against the practical process of co-design. 4. Discussions The transfer of the co-design model has been successful as the model have been used in a setting intended for it. Technology/knowledge transfer theories are considered, but still issues in order to succeed transferring the model remains. The knowledge bearers must be included early and all the way through the model transfer, and the diversity of the stakeholders and th, FRONT-VL

Ehealth solutions are in great need in the community of elderly in general, as patients or home carers, however a design approach that delivers this is illusive. In this research we present the experiences from a set of design processes targeting elderly’s needs of support or home care, based on a co-design approach. The purpose is to present guiding principles for how to work with elderly in a co-design process, to be used as basis for future set up of co-design processes., FRONT-VL

The Internet of Things (IoT) plays a vital role in today’s medicine (Islam et al, 2015). In 2020, 40% of IoT-related technologies will be assigned to the health domain, which makes up around a 117 $ billion in the global market (Bauer, Patel & Veira, 2016). Adding to this the demographic changes will further set a significant challenge in Europe (Steinführer & Haase, 2007). Innovative techniques for supporting health systems and independent life for the aging population is therefore essential, not at least in relation to fall prevention and technology for promoting a good life throughout the lifespan. Further, participation from patients is a goal for healthcare worldwide (Lundgren, Sunesson & Tunved, 2014). For example according to the Health and Medical care act in Sweden (1982:763) it is described that the goal for health care “is good health and care on equal terms for the entire population”. In line with this challenge of integrated care the patient itself will be the most important resource for promotion of health, why Co Design is needed as a method for innovation in healthcare sector. It is important for the users ‘experiences and insights to contribution in improvements but not at least because it has been shown that increased involvement with the user in care reduces the number of hospital visits (Simpsons, 2007)., FRONT-VL

Long term success of eHealth initiatives rests on the cooperation between major parties in society. This paper reports on an ongoing project with the aim of providing support for elderly living longer at home. The general template of Quadruple Helix cooperation aids the formation and execution of projects with broad impact ambitions and could guide the design of solutions for an aging population. A general model for cooperation, based on the different challenges encountered in an ongoing research and development project, is presented and discussed, with regard to a process of the Quadruple Helix type. Key components of the processes include a lifecycle-based process view of the solutions and the technical base, comprising the continuous development of solutions, business models and technical platforms. At the centre of the approach reside user interaction aspects and the desired outcomes of changed behaviours. These rest on the abilities of a technical platform to afford the personalization of solutions fitting the varying needs of elderly living longer at home. As a result, a lifecycle-based and end-user driven co-design process is presented as an example of a Quadruple Helix project organization. The project shows a way of operationalizing Quadruple Helix in software development through the use of co-design concepts., FRONT-VL

The current paper addresses one of the core yet complex issues in the study of technology in organizations: the relationship between the social and the material. Many scholars in the field of Information Systems have used the notion of affordance as a lens to investigate and theorize this relationship. However, knowledge contributions in this area are often abstract and impractical, or at least compel further conceptual development. This paper uses a relational view of affordances to study organizational social media affordances based on empirical data collected about the use of the Wiki technology at two large multinational organizations—CCC and IBM. It theorizes four key mechanisms—referring to other affordances (referential), collectively enacting significant affordances (communal), situation-dependent exploitation of affordances (situatedness), and exploiting other opportunities for action (multiplicity), that embody the interaction between the social and the material. These mechanisms make up what is labelled in this paper as ‘the affordances apparatus’. The apparatus provides a conceptual structure for the interaction between social and material features that shows operational dynamics and processes underpinning the perception, enactment and exploitation of affordances. This apparatus is the main contribution of the paper in that it gives researchers a conceptual tool for investigating affordances as relational constructs between the social and the material. It also helps in understanding how people navigate the use of technology features relative to their intentions and goals.

This paper presents a framework for thedevelopment of flexible eHealth solutions based on a platformlogic and a set of processes for cooperative development. Theframework consists of both a specification detailing the activitiesof the development process and a technical platform integratingsensors, IoT integration data management and end-userinterfaces as well as business and user processes., FRONT-VL

While living longer at home is the preferred option for the elderly, disease, accidents or general health decline might make this hard. Fall accidents, which are among the chief causes of unforced injury leading to hospitalization, must be viewed as a strong factor working against the possibilities for the elderly of living longer at home. Although many fall prevention programs have been developed and applied, and checklists and advice abound, most of these originate in the professional care area or depend on care professionals. In this paper, we present a fall prevention concept directed towards elderly people living at home, with the intention of providing a safer environment ensuring more years of doing this in a healthy manner. There are several obstacles for a successful implementation of fall prevention, many pending on the attitudes and thought systems of the elderly user community, including low risk awareness, technological stigmata, refusal to be associated with health problems and a general “not for me” world view. The paper presents an AI/IoT-driven learning environment for fall prevention which facilitates living independently and improved self-understanding to provide for easier everyday living. The central design idea is to lead the user through a learning process including acquiring knowledge of fall prevention, personal characteristics, taking fall prevention action and understanding the outcomes of changed behaviors. The concluding outcome is a discussion of a set of design variables for the effective implementation of fall prevention systems, including a holistic view of fall prevention and aging, open platform technologies, a flexible and adaptable module approach, feedback-based learning, IoT/sensor-driven learning, personalization and goal orientation and the dual use of technology avoiding technology stigmas., FRONT-VL

Special Issue: Abstracts of the Heart Failure 2019 and the World Congress on Acute Heart Failure, 25–28 May 2019, Megaron Athens International Conference Centre, Greece

The rapid development of the possibilities of obtaining ubiquitous use of IT brings the digitalization of all processes, services and products to society at large. This development provides the opportunity of creating novel business models, reaching new market segments with novel products at cheaper/better and more targeted price levels. In this paper, we demonstrate the wide range of possibilities that are emerging with digitalization of a business environment in the e-health field, deriving from a process of digitalized business modelling. We discuss this approach by presenting a case of e-health in the form of an IoT solution for creating a safer home environment, and how it can be offered in different ways to its end users. The use of creative business modelling can thus be demonstrated to make emerging internet technologies available to broader segments of society. The ways that value networks interact and distribute incomes and costs create new methods of providing new services to new people, thus driving the digital transformation of society forward. The paper concludes with a set of principles for approaching creative business planning in a digitalized business reality with an e-health focus., FRONT-VL

Life expectancy is increasing and physical activity has been shown to be an effective to improve outcomes for patients with chronic conditions. However, there are a lot of barriers that make elderly people with chronic disease not being physical active. The purpose of this study is to explore the potential of using co-design as a method to implement physical activity in a social context for elderly organizations. With the aim to explore exergaming in a social setting, a co-design process was conducted using the experience-based design theory. The study also relied on studies using gaming as exercise method for heart failure patients. The method was participative observations that was documented as a storytelling. The project contained a number of key co-design actions; engaging users early; using the competition element; engaging patient organization and bringing the design into an existing social context; focus on self-organizing, not as a plan more focus an emerging property that may appear; practical testing element in the design made it possible to understand the multiple views of motivational factors. The project should allow for and encourage a multifaceted outcome, as this would reach and satisfy broader layers of people., FRONT-VL

This paper deals with the planning of eHealth systems in the area of chronic care from a patient-centered perspective. The specific area is heart failure (HF) and systems that support patients’ possibilities to be active learners during the care processes and facilitate learning as a process of life style changes. Becoming better at self-care implies changes in lifestyle and the creation of a new identity. A better understanding of this process is intended to create a base for developing appropriate information systems or information technology (IS/IT) support for learning processes. The objective of this paper is the development of a better understanding of the challenges of self-care within chronic illnesses with special focus on HF. As a result, we present a set of issues that could guide the choice and design of ICT-based support systems., HEAL-IT, ICT 4 Self-Care

The paper presents the process of developing a digital platform, especially the databases that support the possibilities to handle big data in the e-health sector for purposes of fall prevention with the objective to achieve independent living at home. It focuses on the system development process, i.e. requirements elicitation, engineering, as well as highlights consequently the explicit aspects, challenges and matters encountered in the development process of the FRONT-VL project, specifically for the database development phase. In addition, the importance of considering existent standards during the development process are highlighted. Hence, it aims to provide best practices for the development process. Thus, the authors go through the requirements elicitation process to understand the data and technologies needed to attain ICT objectives of the project.

The current paper reviews briefly the eHealth domain, especially falldetection and prevention features, in connection with the developments of ICTs.The timely data signal providing identification of probable fall at early stages aswell as its specifics can prevent serious injuries. It is crucial for elderly peopleliving at home alone since it could affect their independent living. Therefore, thespecific and contextual characteristics of several related factors are essential tounderstand in order to be able to diminish or remove the risk of the fall of theelderly at risk. The current paper presents research in progress and its results inthe FRONT-VL project part of Celtic plus. The paper highlights essential factorsto consider when developing and implementing a semantic database model forpurposes, such as fault prevention.

The purpose of this article is to provide a better understanding of an information systems development process from a learning theory perspective. The authors wish to investigate how learning concepts can improve the practice of developing such systems. They look closer at the activities and outcomes of a development project with the focus on the user side and how these can be understood using different theories from the field of learning. The purpose of the case project was to ensure that the intended users of the systems (in this case, heart failure patients) should be able to influence the choices made during the project so that the implemented system would benefit the whole group of patients. During this process, it became apparent that the users themselves developed and changed a great deal. In this research, the authors therefore wish to investigate the learning and change mechanism that came into play through the designed participative ISD process. As a result, they suggest that a learning mechanism should be planned for in any ISD process, regardless of what methodology is applied., ICT for Selfcare

This paper presents a literature review of motivating factors for taking part in fall prevention activities among the elderly. The research aim is to improve the design and development of IT-based fall prevention programs for a deeper understanding of what motivates users to take part in such programs. Making fall prevention IT-based might improve the situation but might also become an obstacle in itself. To better ground this design process, a review is made of current efforts of fall prevention and of understanding motives for participation in fall prevention programs. As a result, we present a set of driving forces for the elderly to participate in fall prevention and discuss these in the context of technology acceptance theory, giving outlines for a model of motivating factors for them to use IT-based fall preventions systems. The results show a general direction of motivational efforts used in fall prevention to consist of some form of personalization strategy where, e.g., personal goals and conditions are used to adapt prevention measures to the individual., FRONT-VL

The quest for user friendly systems that fit into an organizational reality and yet stay competitive on a very crowded marketplace is a challenge. This report covers the setup of an eHealth project that faces challenges in all these areas, not least in the intersections between them. We discuss these challenges in the context of a research and development project, FRONT-VL, which is in its start-up phase, giving samples of problems and opportunities. The purpose of the paper is to problematize eHealth development and to provide initial insight into the planning and conduct of such projects., FRONT-VL, DISA e-Health

This paper investigates a learning model for its capabilities to improve the understanding of user learning during information systems design (ISD). We wish to explore the role of the ISD process as a learning process. Today, organizational design and development increasingly circulate around notions like ?organizational learning” and ?organizational knowledge creation” or is, in the general direction of organization, in a constant process of change. An information system could be the driver for new organizational routines or new produces, or the necessary component for realizing a new business strategy. The possible role of the information system might then be as a force for change or an obstacle, by the way it is used during its life time. Here we look at the development of the systems and how this process must reflect a high level of adaptation, learning and change in the user community. To add to the knowledge of ISD as a learning system we read a co-design-driven ISD case through the theory lens of Illeris (2007). We discuss the possibilities of designing an ISD process based on this learning theory and of creating users as well as an information system., Supporting self-care by information and communication

Development of support systems in the area of e-health have different set of conditions that makes it more difficult than in other context of IS/IT use. In this research we explore a development case and look at the development process and the outcomes in terms of solutions. The research concerns the area of heart failure and how patients could be more successful with self-care. The outcome from the project was the creation of a portfolio of solutions, which was a combination of technical and process solutions. The outcome draws the attention to the need of flexible solutions and cater to the diversity of the patients and their personal situations. In the concluding discussion a set of design dimensions are presenting, representing difficult trade-offs that needs to be handled during the design process. (C) 2016 The Authors. Published by Elsevier B.V.

In this paper the nature of user involvement in a co-design process will be explored. The outlines of a research project aiming at developing support systems for self-care inpatients suffering from chronic heart failure will be presented. The project is planned to perform a co-design effort where users (patients and healthcare professionals) will be given the opportunity to influence the development of support systems. We will discuss a number of possibilities and challenges that lie in the design of this kind of project and also some findings from its early stages. This report presents the experiences of users’ input, which are discussed in the context of previous research on benefits of user contributions in systems development., Conference on ENTERprise Information Systems / International Conference on Project MANagement / Conference on Health and Social Care Information Systems and Technologies, CENTERIS / ProjMAN / HCist 2015 October 7-9, 2015

Heart failure seems inevitable as we grow older; even younger people succumb to its cruel onset. Finding solutions has kept medical researchers continually chasing ways to limit its effects. Yet much can be done in a proactive sense for patients with heart conditions that can be used to support patients in becoming reflective, empowered and active self-carers themselves. In another project, Riegel, Jaarsma and Stromberg (2012) investigated individual patient-centered case-studies, to understand how to best encourage people to become confident self-carers (Aidemark, Askenas, Martensson, & Stromberg, 2013). We have drawn on these earlier works to design and build a proof-of-concept for a participatory eLearning system to innovate quality eHealth education for self-care heart failure prevention. The first task has been to develop an evaluation framework that represents the need for individual extensibility of effective online human-computer interactive (HCI) healthcare. Our plans are to use this framework to compare other online healthcare systems research. Critical to the success of this educational information system (IS) are the diversity of the system-users' that are raised by the human-dimensions of online healthcare. HCI archetypes will guide the user as they journey through key healthcare scenarios. Our main aim with this project is to provide a participatory online self-managed healthy heartcare programme. This paper describes our first project objective which is to test our evaluation framework.

Self-care is important for heart failure patients. However, what are the views of patients on their situation when it comes to realizing self-care? The aim of the paper is to investigate the self-care needs of HF patients, by understanding the issues they embrace in their self-care processes. In this paper we make a review of 17 interviews and make a classification of what the needs are for possible information technology support systems. Based on the analysis of these interviews, we identify the diversity of needs in support of activities related to different background conditions and the dynamics of change of learning and changes in the heart failure condition. The contribution of the paper is a framework for understanding the diversity of needs and the specific situations of this group of patients.

Heart failure seems inevitable as we grow older; even younger people succumb to its cruel onset. Finding solutions has kept medical researchers continually chasing ways to limit its effects. Yet much can be done in a proactive sense for patients with heart conditions that can be used to support patients in becoming reflective, empowered and active self-carers themselves. We investigated individual patient-centered case-studies, to understand how to best encourage people to become confident self-carers. We propose that a successful evaluation framework should consider the need for individual extensibility of effective human-computer interactive (HCI) healthcare solutions to design and build a proof-of-concept eLearning system that innovates quality eHealth education for self-care heart failure prevention., HEAL-IT