Rapid advances in artificial intelligence (AI) are manifesting in increasingly sophisticated technologies and systems contributing to the digital transformation of organizations. These technological innovations involve the use of automation agents adding value through increased efficiency, effectiveness, service quality, and other performance-related dimensions.
Motivated by the possibilities afforded by AI in organizational contexts of use, as well as by the challenges associated with AI, this book provides a comprehensive view of the considerations involved in designing AI-enabled systems, their application in the workplace, and the corresponding user experience. To this end, the book presents conceptual and empirical scientific perspectives on the design of human-centered AI, as well as case studies from multiple industries ranging from aerospace and automotive to retail, finance, and healthcare. These perspectives and evidence enable readers to consider and plan their own use cases for human-centered AI in the workplace.
The book will be of interest to researchers and practitioners alike involved in the governance, design, development, implementation, and maintenance of human-AI-driven systems.
Introduction: The Design of Human-Centered Artificial Intelligence
Solutions for the Workplace - Part I: Human-Centered AI In Business.- The
Situation Awareness, Decision and Execution (SADE) Ladder: a Framework for
Human-AI Collaborative Decision-Making.- The Dynamics of Human-AI
Interactions in Organizational Decision-Making.- Part II: Design of
Socially-Embedded AI Solutions at Workplaces.- The Design Challenge of Using
Intelligent Agents to MakeWork Systems Smarter.- Human-Centered Requirements
Engineering for Intelligent Systems.- Reasoning with AI: Six Essential
Factors for Augmenting Human Expertise in the Workplace.- The Contextual
Framing of the Interplay between Human and AI A Socio-Technical
Perspective.- So, You Want to Build a Copilot? Part I.- Intervenability as a
Design Requirement for Autonomy and Oversight within Human-Centered AI.- How
Can Intelligent Persona Systems Support Online Advertisers Daily Work
Tasks?.- Reciprocal Human-AI Collaboration: Designing Configuration and
Delegation for Continual Learning.- Understanding Artificial Intelligence as
Persuasive Technologies in the Workplace: Improving Effectiveness,
Ethicality, and Empowerment.- Part III: User Experience & Ergonomics.- ML
Models Deployed What is Next?.- Avoiding Pitfalls in Demand Forecasting.- A
Multi-Method Assessment of Human-AI Interaction in Delivery Driving:
Examining Driver Stress, Fatigue, Attention, Situation Awareness, and Risky
Driving Behaviour.- How Awareness of a Users Cognitive State Can Improve
Human-AI Teams.- Eye-Tracking Technology for Cognition-Adaptive LLM-based
Assistants at the Workplace.- Navigating Decisions in the Cockpit - The
Intelligent Pilot Advisory System.- Part IV: Case Studies.- When it Goes
Right, When it Goes Wrong: Lessons Learned from Automation in Aviation.- So,
You Want to Build a Copilot? Part II.- Conversational AI in Finance: A Case
Study with MSUFCU.- Intelligent Platform Monitoring to Aid Security Officers
in Public Transit Stations.- Situational Awareness and HMI Design in
Collaborative Human-Machine (AI) Teamwork: A Case Study.- Replicating Skilled
Drivers Delivery Route Plans Using Particle Filter Optimization.-
Socially-Embedded Agents in Organizational Contexts: Bulk Email as a Design
Example.- Enabling Product Platform Growth with AI-Assisted Insight.-
Conclusion - Practical Considerations for the Design of AI for the Workplace.
Constantinos K. Coursaris is a Full Professor of Information Technologies at HEC Montréal, where he also serves as Academic Director of User Experience, Co-Director of Tech3Lab, and Principal Collaborator for the NSERC-Prompt Industrial Research Chair in User Experience. He has held various leadership roles, including Chair of the Association for Information Systems (AIS) Special Interest Group on Human-Computer Interaction (SIGHCI) from 2019 to 2021, AIS Assistant Vice President for Research Resources in 2020, and is currently the Advisory Board Chair of the AIS SIGHCI. His research has been published in leading peer-reviewed journals, including Information & Management, Computers in Human Behavior, AIS Transactions on Human-Computer Interaction, International Journal of Human-Computer Studies, International Journal of Human-Computer Interaction, Journal of Business Research, New Media & Society, and Online Information Review.
Joerg Beringer is a UX executive and co-founder of ProContext. He worked as Chief Design Officer at Blue Yonder in Dallas, USA. Prior to Blue Yonder, Joerg was working at SAP on UX frameworks and emerging solutions, and at Splunk on big data analytics and process mining. Joerg is actively collaborating with the academic community on the topic of HCAI and adoption of intelligent systems and is consulting ERP software vendors and internal IT departments on the design of AI solutions.
Pierre-Majorique Léger is a Full Professor of Information Technologies at HEC Montréal and holds the Research Chair in User Experience (UX). He is the director of the ERPsim Lab and the principal inventor of ERPsim, a simulation game designed to teach ERP concepts using SAP. He is also the founder and co-director of HEC Montréals Tech3Lab, the worlds largest public research laboratory in user experience, conducting collaborative research with Canadian and multinational organizations. He has co-authored over one hundred refereed articles, holds more than 20 invention patents, and has founded several start-ups. His research is currently funded by the Natural Sciences and Engineering Research Council of Canada and Prompt.
Burak Öz, Ph.D. Candidate, is a researcher in Information Technologies at HEC Montréal, focuses on enhancing organizational performance through information technologies. With a masters degree in industrial engineering and professional experience as a manufacturing process engineer, he has successfully led IT and automation projects to optimize shop floor logistics and manufacturing operations. His research interests include IT and AI in supply chain management, effective use of IT, feature-level IT use and acceptance, and technology-mediated experiential learning.
