@inbook {42503,
	title = {Eliciting and Prioritizing Services for Accessible Information - for  Residential Real Estate Transactions},
	booktitle = {HCI for Health, Well-being, Universal Access and Healthy Aging},
	number = {LNCS 13521},
	year = {2022},
	pages = {378-395},
	publisher = {Springer International Publishing},
	organization = {Springer International Publishing},
	address = {Cham},
	abstract = {A number of initiatives are underway for digitalizing real estate transaction processes. Public and private sector bodies are working to automate information retrieval and processing of the financial, ordinance\&nbsp; and\&nbsp; fiscal aspects of such transactions. Other initiatives, such as ours,\&nbsp; are targeted toward helping\&nbsp; stakeholders directly involved in selling and buying\&nbsp; real estate. We present the results from a set of\&nbsp; group sessions, where the focus was on improving the presentation of salient information to sellers and buyers of property. Based on an earlier conceptualization of perceived\&nbsp; information difficulties, we\&nbsp; \&nbsp;elicited user stories\&nbsp; for facilitating a better generation, provision and consumption of relevant information for the\&nbsp; residential real estate transaction process. A total of ten services were aggregated from the user stories. We then asked a set of stakeholders to rate the effect of the services on functional objectives; i.e., on how they will affect the transaction process.\&nbsp; We asked stakeholders at the managerial level to rate the functional objectives on strategic objectives. Combining the two sets of ratings, one obtains a rating of perceived benefit for the services, which can help in prioritzing which services to start developing first. In the outset, real estate transactions involve stakeholders with opposing interests. We conclude that multi-stakeholder group sessions can help generate services that serve these conflicting interests on a common ground.\&nbsp;},
	doi = {10.1007/978-3-031-17902-0_27},
	url = {https://link.springer.com/chapter/10.1007/978-3-031-17902-0_27},
	author = {Jo Erskine {Hannay} and Bjarte M. {{\O}stvold} and Kristin Skeide {Fuglerud}},
	editor = {Vincent G. {Duffy} and Gao, Qin and Zhou, Jia and Antona, Margherita and Stephanidis, Constantine}
}
@inbook {42470,
	title = {Stakeholder Perceptions on Requirements for Accessible Technical Condition Information in Residential Real Estate Transactions},
	booktitle = {Universal Access in Human-Computer Interaction. Novel Design Approaches and Technologies  },
	volume = {7},
	number = {LNCS 13308},
	year = {2022},
	pages = {242-259},
	publisher = {Springer International Publishing},
	organization = {Springer International Publishing},
	chapter = {16},
	address = {Cham},
	abstract = {Buyers of residential real estate frequently experience dissatisfaction with the property they have purchased. Recent findings suggest that insufficient knowledge about the property is a key trigger to ensuing disappointment and claims for compensation. Further, a good technical condition report reduces the probability of dissatisfaction and insurance claims. For the purpose of designing services for improving technical condition information and its flow, we elicited stakeholder perceptions on the suitability of residential real estate technical condition reports.\&nbsp; Specifically, we conducted multiple surveys which we content analyzed and used as the basis for a conceptual model of information products and dependencies needed to deliver better information to stakeholders in a real estate transaction process. The conceptual model, in turn, forms the basis for specific service design in future work.},
	keywords = {Conflict Reduction, Information Services, Residential Real Estate Transactions, Technical Condition Information},
	isbn = {978-3-031-05027-5},
	author = {Jo Erskine {Hannay} and Kristin Skeide {Fuglerud} and Bjarte M. {{\O}stvold}},
	editor = {Antona, Margherita and Stephanidis, Constantine}
}
@inbook {10.1007/978-3-030-49108-6_27,
	title = {Stakeholder Journey Analysis for Innovation},
	booktitle = {Universal Access in Human-Computer Interaction. Applications and Practice},
	number = {LNCS 12189},
	year = {2020},
	pages = {370{\textendash}389},
	publisher = {Springer International Publishing},
	organization = {Springer International Publishing},
	abstract = {When analysing how the information-technological innovation of a startup company is perceived to affect the market, we encountered challenges when using existing customer journey analysis frameworks. In particular, we identified a need to express critical events for technology adoption, a need to express universal access principles and a need to express journeys for multiple stakeholders in the same diagram; all in an easily readable manner. To do this, we extended an existing stripped-down customer journey framework with elements for the above aspects. We present this extended framework as a stakeholder journey framework. Based on the initial application of this framework on the startup company{\textquoteright}s innovation product, we conclude that the stakeholder journey framework aided in uncovering issues within technology adoption and universal access that would otherwise not have been addressed.},
	isbn = {978-3-030-49108-6},
	author = {Jo Erskine {Hannay} and Kristin Skeide {Fuglerud} and Bjarte M. {{\O}stvold}},
	editor = {Antona, Margherita and Stephanidis, Constantine}
}
