Familiarisation with the data was achieved initially through transcription. To be immersed in the data, the researcher listened to the audio-recording of each interview, re-read the transcripts and made notes of first impressions.

Initial codes were generated. The researcher coded all transcripts, and 69 codes were identified.

Themes were searched for. Codes were collated in three prospective themes, with 11 candidate sub-themes.

Themes were reviewed. Several sub-themes merged to produce nine sub-themes within the three main themes.

Themes and sub-themes were defined and named: system, people and technology.

Finally, this paper was produced. Themes were interpreted using the diffusion of innovations theoretical lens.