Designing Socio-Technical Systems: A Multi-team Case Study

Technical system design processes are typically based on systems engineering vee models where designers move between functional and physical domains as they develop detailed designs of the overall system and its sub-systems and component parts. The movements between the functional and physical domains are informed by the core activities of any design process: synthesis, description, analysis and simulation, and decision-making. However, delivering socio-technical systems design mindsets, such as those needed to design multi-team systems, requires a new branch of systems science that integrates human behavior into system behavior. Design processes built on such a science would allow system designers to compare alternative solutions in terms of their anticipated performance and consider different options with respect to functions carried out by humans and machines. In this chapter we use a systems design process vee model and apply it to a case study that involves the design of a multi-team customer service system. Both the application of the vee model (i.e., the proposed design process) and the results of its application (i.e., the multi-team customer service system) can be regarded as socio-technical systems and are used to illustrate and elaborate on Clegg’s (Appl Ergon 31(5):463–477, 2000) socio-technical principles for system design. On this basis, we provide a practical framework for designing socio-technical systems and identify requirements for developing future methods and tools to support this process.