E-Service Requirements from a Consumer-Process Perspective

  • Martin Henkel
  • Erik Perjons
Part of the Lecture Notes in Computer Science book series (LNCS, volume 6606)


[Context and motivation] When designing e-services it is important that they fit smoothly into the service consumers’ business processes. If the e-services do not fit there is a risk that they will not be used by the consumers; the investment and effort to use the e-services might be too high. [Question/problem] In this paper, we aim at describing an approach for analysing requirements on e-services from the service consumers’ perspective. [Principal ideas/result] The approach supports the identification and analysis of problems that e-services can cause in consumers’ business processes. The presented approach is also supporting identification of tentative solutions such as changes in the e-services, business processes, IT systems or legal regulations. [Contribution] The approach contributes to the area of e-service requirements analysis by taking a consumer and process centric perspective. The approach is grounded in and illustrated by a case at the Swedish Tax Agency.


process analysis e-service requirements e-service design 


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Copyright information

© Springer-Verlag Berlin Heidelberg 2011

Authors and Affiliations

  • Martin Henkel
    • 1
  • Erik Perjons
    • 1
  1. 1.Department of Computer and Systems SciencesStockholm UniversityKistaSweden

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