Side Effects of Increasing Participation in a Contextual Design Process: A Knowledge Management Case Study

In a previous case study, we carried out the Contextual Design Process, a user-centred design process, with additional elements of Participatory Design in cooperation with a microenterprise facing the challenge of knowledge management. By involving the users in the ideation phase, we noticed several side effects on the company and its members. Using Reflexive Thematic Analysis, we identified patterns revealing these observed effects of our work. The Contextual Design Process promoted the awareness of the company's internal status focusing problems and the independent addressing of them. In particular the participatory Wall Walk with the company members served as a key event for changes in the company. Furthermore, we discuss our findings on the challenges and implications of a small and consistent user group throughout the user-centred and participatory process.