Requirements for IT-Support of Personal Services in the Digital Age

Digitalization of work increasingly receives attention due to the wide spread of easy to use mobile computing devices. However, it remains unclear how the potential of ubiquitous information systems can be tapped in domains with less formal structured processes such as in personal services. Up to now, concepts such as Adaptive Case Management have been proposed and it has been investigated how such systems could be used in various domains. However, the specific requirements that originate from the domain of personal services are far less understood. We therefore empirically elicit requirements for improved IT-support in the domain of personal services by combining workshops, interviews, and shadowing techniques in a triangulation approach. We hope that our consolidated requirement catalogue will foster the design of information systems that provide an improved IT-support for people working in personal service contexts.