User mobilization in bottom-up infrastructural transformation

Abstract

User mobilization plays a critical role in bottom-up processes of infrastructural transformation. In this study, we take a user perspective to how infrastructures transform, and investigate the work required to mobilize users. Our research is based on a case study of a project developing a novel solution for supporting data sharing in patient handovers in the context of primary care in the municipality of Oslo. We focus on the work of user representatives in the project activities, and specifically in their effort to engage their local organizations. In the analysis we identify three types of work for user mobilization: the work to identify benefits, anchor in the local leadership, and give a sense of ownership. We contribute to the literature on bottom-up user-driven change processes by showing the work required for user mobilization and conclude with implications for supporting users’ learning.