A socio-technical-based process for questionnaire development in requirements elicitation via interviews

Software development is the process of building systems that solve users’ need and satisfy stakeholders’ objectives. Such needs are determined through requirements elicitation, which is considered an intensive, complex, and multi-disciplinary process. Traditional methods of elicitation often fail to uncover requirements that are critical for successful and wide-scale user adoption because these methods primarily focus on the technical aspects and constraints of the systems rather than considering a socio-technical perspective. The success of information system development involves the identification of the social, organizational and technical features of the systems, which in turn can result in a more acceptable system by users. In this paper, we propose a requirements elicitation process based on socio-technical (ST) systems theory. The process leverages ST system components to help identify a set of ST imbalances, which in turn help in requirements elicitation. The applicability of the process is demonstrated using empirical investigation with a randomized two-group experimental design, where the objective is to see the potential of the proposed process to enhance analysts’ understanding of socio-technical aspects of a domain, interview readiness, and questionnaire quality.