Navigating System Transitions: Factors for Primary User’s Satisfaction : A case study at a software-intensive company

Background. A fast changing society with high technological development requires companies to adapt to stay competitive in the market. One way to adjust to the digital transformation is by performing system transitions, but there is a difference between rapid changes in modern society and humans' ability to cope with these changes. Therefore organizations are required to consider different reactions among the employees to avoid resistance and use change management methods to ease the process. Objectives. Those mostly affected by a system transition are the primary users. While there are several studies focusing on how to cope with changes at a company from a management perspective, there is a gap in the consideration of important factors related to the satisfaction of primary users. Therefore, this study aims to identify factors that influence primary users’ satisfaction during a system transition with the limitation of software-intensive companies. Methods. A qualitative method was chosen and it was applied as a case study at a company in the software-intensive sector. The method included semi-structured interviews and was conducted with primary users of the system at the chosen company. A literature review of previous studies and theories was done and as well as a pre-study with the project team of the system transition. The data from the interviews was analyzed according to a thematic analysis model which included coding and thematization. Results. This study found five different factors influencing primary users' satisfaction during a system transition. Not all users react the same way to a change and it is important for organizations or responsible project teams to take this into account. Eleven main guidelines for future system transitions and changes at companies have been presented. These are based on the primary users’ experiences and the factors that influence their satisfaction with system transitions. Conclusions. Primary users’ needs vary depending on their usage of the system; the higher level of usage the more involvement in the process is wanted. Important factors for primary users’ satisfaction during a system transition are related to communication in all steps of the process, inclusion and feedback-driven improvements, general organizational trust and clear information and guidance for the system.