Challenges of Consumer Information Systems Development: The Case of Interactive Television Services

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We suggest that a new type of information system appears to be increasing in importance, that of consumer information systems. Compared with traditional information systems development approaches, where the focus is on improving the efficiency and effectiveness of organizational processes, design for consumer information systems focuses more on the enjoyment, pleasure and purchases of the consumer. We argue that the shift in focus from users to consumers in consumer information systems calls for a significant re-appraisal of our current information systems development methods. Hence, this paper proposes a new research agenda for IS researchers focusing on the development of consumer information systems. We plan to pursue this agenda by primarily using design science research, supplemented by other research methods as needed. The expected contributions include new insights into effective management processes for service design, a better understanding of issues of integration of information systems development practices used to develop consumer information systems, and the development of methods for requirements discovery for service innovation. These three components aim to contribute to a holistic evaluation of consumer information systems.