Samenvatting

This paper describes the participatory development process of a web-based communication system
focusing on disease management, particularly infection control of Methicillin-resistant Staphylococcus
aureus (MRSA). These infections are becoming a major public health issue; they can have serious
consequences such as pneumonia, sepsis or death [1]. This makes it even more important for people
to be provided with up-to-date and reliable information. Users of a bilingual communication system
(Dutch and German) participated in the development process via a needs assessment, the co-creation
of the content and the system via usability tests, and in the summative evaluation of the usage of
the system. The system enabled users to search efficiently and effectively for practical and relevant
information. Moreover, we found that the participation of the intended users is a prerequisite to
create a fit between the needs and expectations of the end-users, the technology and the social context
of usage of technology. The summative evaluation showed that the system was frequently used
(approximately 11,000 unique visitors per month). The most popular categories include ‘MRSA in
general’ (20%, both languages) and ‘Acquiring MRSA’ (17% NL, 13% GER). Most users enter the
site using internet search engines (Google) instead of the on-site search engine. When they are on the
site, they prefer convenient searching via FAQ or related questions. Furthermore, the results showed
that the participation of stakeholders is a prerequisite for a successful implementation of the system.
To guide the participation of stakeholders we developed a roadmap that integrates human-centered
development with business modelling activities.