  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.
