Multi-method approach to guide design and use of ICT infrastructure services

Traditional design methods cannot fulfill on the rich scope of requirements when designing complex services for modern ICT environment. Multi-method approaches to requirements data collection bear a promise to offer a better understanding of complexities related to information technologies, but lack established theoretical frameworks to guide the research work. Drawing on theories of social learning, sense-making, consumer research, and ethnographical studies of infrastructure, we propose a multidisciplinary theoretical framework to guide a multi-method data collection for obtaining better insights into inter-related roles of ICT uses and contexts in which use decisions and consumption takes place.