This study investigates how diverse users can be involved in developing innovations on existing digital platforms. While user participation is emphasised in the design and development of digital platforms, little is known about how heterogeneous user groups can be involved in the design and development of large-scale information systems. The current knowledge base is confined to the context of small-scale information systems with homogenous groups of users.

We conducted a qualitative case study where we studied the process of developing innovations on a health digital platform in Tanzania between 2017 and 2019. We investigated three innovations; the mobile application for data management, a case-based TB and leprosy system, and the development of a scorecard system. We found that heterogeneous user groups in digital platforms exist in a continuum of roles, including end-users, use mediators, facilitators, technology mediators, and platform owners, without strict boundaries. Further, we identified three methods of engaging users in these roles depending on the nature of the requirements: participation for policy-level needs, participation for organisational requirements, and participation for technical requirements.

We recommend that information systems development adopts this classification of users and their methods of participation from as early as project conceptualisation.