Information design to make an impact on health care quality – is a user-centred approach enough?

In three information design projects forms to support processes of different kinds were developed for health care organisations. In each case the purpose of the forms was to enable decision-making and communication between groups of people with different expertise. The paper discusses how the contexts in which the projects were carried out influenced, the outcomes developed, and their eventual uptake by the host organisations. It argues for focus both on users and the context of use in the design of even the most everyday documents, since such documents are often required support complex working practices within established organisational systems