FROM USERS TO CREATORS : HARNESSING THE POWER OF CITIZEN DEVELOPERS

Abstract: This thesis investigates the concept of citizen developers, in which employees in an organisation take on the role of developers and create software using low-code tools. The primary focus of this report is to examine the necessary steps an organisation must take when introducing citizen developers, particularly regarding solution maintenance. The purpose, therefore, is to establish a foundation for utilising the concept of citizen developers in the workplace, bridging the gap between users and developers. Furthermore, this study aims to explore the organisational structure required to incorporate citizen developers and identify the advantages and drawbacks associated with an organisational structure tailored for citizen developers. Citizen developers possess distinct roles and responsibilities within an organisation, making them experts in their respective fields. This expertise renders citizen developers a valuable resource, as they develop solutions to enhance their own work efficiency and effectiveness. A case company has been selected for this study, and interviews have been conducted with multiple employees from the organisation. Through analysis of these interviews and a comprehensive literature review, a governance model has been developed. The governance model delineates the level of responsibility citizen developers should assume, and an evaluation of the model also uncovers potential advantages and drawbacks of introducing citizen developers within an organisation. Ultimately, this thesis aims to contribute to research on the subject of citizen developers, with particular emphasis on solution maintenance.