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This paper proposes the adoption of human-computer interaction methods to address some of the problems related to the customization of information systems, and particularly of enterprise resource planning systems. The paper specifically describes a multi-facet approach to participatory design and development of information systems to build the dialogue between the information system and its users. It encompasses i) a specification framework for representing and translating the different perspectives of the members of the design team, including the end users’ perspective, ii) a methodology for collaborative design of the interaction process, and iii) a set of guidelines to carry out the development activities.

INFORMATION SYSTEM CUSTOMIZATION - Toward Participatory Design and Development of the Interaction Process