Organizations have to adjust to changes in the ecosystem, and customer feedback systems (CFS) provide important information to adapt products and services to changing customer preferences. However, current systems are limited to single-dimensional rating scales and are subject to self-selection biases. This work contributes design principles for CFS and implements a CFS that advances current systems by means of contextualized feedback according to specific organizational objectives. We apply Design Science Research (DSR) methodology and report on a longitudinal DSR journey considering multiple stakeholder values by utilizing value-sensitive design methods. We conducted expert interviews, design workshops, demonstrations, and a four-day experiment in an organizational setup, involving 132 customers of a major Swiss library. In the process, we validated the identified design principles and the implemented software artifact both qualitatively and quantitatively and drew conclusions for their efficient instantiation. In particular, we found that i) blockchain technology can afford three design principles of effective CFS. Also, ii) combining DSR with value-sensitive design methods explicitly provides rationale for design principles in the form of identified important values. Moreover, iii) utilizing this methodology makes the construction of software artifacts more efficient it terms of design time by restricting the design space of a software artefact to those options that align with stakeholder values. Hence, the findings of this work advance the knowledge on the design of CFS and provides both, for researchers a theoretical contribution to reason about design principles and a guideline to managers and decision makers for designing software artefacts efficiently.

翻译：组织必须适应生态系统的变化，客户反馈系统（CFS）为调整产品和服务以适应不断变化的客户偏好提供了重要信息。然而，现有系统局限于单一维度的评分量表，并受到自我选择偏差的影响。本研究为CFS贡献了设计原则，并通过根据特定组织目标提供情境化反馈，实现了对现有系统的改进。我们应用设计科学研究（DSR）方法论，并通过利用价值敏感性设计方法考虑多个利益相关者价值，报告了纵向DSR的历程。我们进行了专家访谈、设计研讨会、演示以及在组织环境中的为期四天的实验，涉及一家瑞士主要图书馆的132名客户。在此过程中，我们定性和定量地验证了所识别的设计原则及实施后的软件工件，并为其高效实例化得出结论。特别地，我们发现：i) 区块链技术能够支持有效CFS的三个设计原则；ii) 将DSR与价值敏感性设计方法相结合，明确以识别出的重要价值形式为设计原则提供理论依据；此外，iii) 使用此方法论通过将软件工件的设计空间限制在与利益相关者价值一致的选项上，在设计时间方面提高了软件工件构建的效率。因此，本研究的结果推进了CFS设计的知识，既为研究人员提供了对设计原则进行理论分析的理论贡献，也为管理者和决策者提供了高效设计软件工件的指南。