Customer-Centric IS Application Development: Lessons from a Case of Developing an Online Auction Site
Communications of the AIS (18:18), September 2006, pp. 395-412
Posted: 21 Apr 2013
Date Written: September 21, 2006
Recent years have witnessed many organizations switching from function-oriented to customer-centric in their information systems applications designs. This paradigm shift has attracted growing attention among researchers in better understanding the design process of customer-centric IS applications – an area that has not been investigated adequately so far. This paper examines the processes of gathering and segmenting customer-centric attributes during the design stage of an IS application development by analyzing data extracted from a successful case of developing an online property auction site. The findings reveal that gathering and segmenting customer-centric attributes during the design stage of a customer-centric IS application development encompass four phases: (1) Identify customer requirements; (2) Structure customer requirements; (3) Link customer requirements to system design attributes; and (4) Review the level of customer satisfaction with the new system. We discuss the implications of our findings for both research and practice.
Keywords: Customer-centric IS applications, Gathering and Segmenting customer-centric attributes, Design stage, Case study
JEL Classification: M40
Suggested Citation: Suggested Citation