Multi-channel provisioning of public services - Department of ...

2 Research method
By three methods we may learn wisdom: First, by reflection, which is noblest;
second, by imitation, which is easiest; and third by experience, which is the
bitterest.
- Confucius
The goal for this chapter is to provide an elaboration on the selected research method of
this study, being based on the design science for information systems research. The
patterns and supporting methods that can be applied for design science research are
further presented. The design science research approach is not one single method or
approach but several conceptions of the design process and its outputs. The methods
and the tools used must be selected to fit the particular research work.
2.1 Design science in information systems research
Following Simon (1981), Walls et al. (1992) make one of the first attempts to prescribe
the construction of design theory for information systems. Design theories are based on
contingent goals and integrate explanatory, predictive, and normative aspects to design
paths suggesting more effective design and use. They prescribe both the properties an
artefact should have if it is to achieve certain goals, and what methods should be used in
the construction of the artefact. Artefact properties should be derived from design
theories, and thus the design theories are the foundation for artefact requirements.
Whereas natural science tries to understand reality, design science attempts to create
things that serve human purposes. Design science suggests an ideal or improved
situation through proposing new or improved artefacts. Design science artefacts, as
described by March and Smith (1995), are manifested as constructs, models, methods,
or implementations. March and Smith (1995) suggest that design scientists should strive
to create models, methods, and implementations that are innovative and valuable, rather
than simply posting theories. Rossi and Sein (2003), however, extend the earlier work
of Walls et al. (1992) and suggest the creation of testable design product hypotheses, in
addition to improved theories, as the design output.
Despite attempts to build reference process models (March and Smith, 1995; Rossi and
Sein, 2003) and practice rules (Hevner et al., 2004) for design science research in
information systems, design science research is not part of the dominant information
systems research culture (Peffers et al., 2007). Even though it can be argued that
research aimed at developing IT systems and improving IT practice has been more