Artificial Intelligence (AI) offers organizations unprecedented opportunities. However, one of the risks of using AI is that its outcomes and inner workings are not intelligible. In industries where trust is critical, such as healthcare and finance, explainable AI (XAI) is a necessity. However, the implementation of XAI is not straightforward, as it requires addressing both technical and social aspects. Previous studies on XAI primarily focused on either technical or social aspects and lacked a practical perspective. This study aims to empirically examine the XAI related aspects faced by developers, users, and managers of AI systems during the development process of the AI system. To this end, a multiple case study was conducted in two Dutch financial services companies using four use cases. Our findings reveal a wide range of aspects that must be considered during XAI implementation, which we grouped and integrated into a conceptual model. This model helps practitioners to make informed decisions when developing XAI. We argue that the diversity of aspects to consider necessitates an XAI “by design” approach, especially in high-risk use cases in industries where the stakes are high such as finance, public services, and healthcare. As such, the conceptual model offers a taxonomy for method engineering of XAI related methods, techniques, and tools.
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In recent years, Dutch authorities have attempted to shift from formal to informal care responsibilities to meet an increasing demand for care. There is a growing expectation that social and healthcare professionals will actively involve, support, and collaborate with partners, family members, and others who provide informal care. However, the practical implementation of such collaborations is not yet evident. In this qualitative study, 37 individual interviews and eight focus groups were conducted to explore the preferences of informal caregivers in the Netherlands regarding their collaboration with social and healthcare professionals. In recognition of the growing consensus that professionals should tailor their approach to caregivers’ individual circumstances, we adopted an intersectional approach to examine the relationship between caregivers’ social positions and preferences as well as the impact of systemic and power dynamics on these collaborations. The findings indicate that most of caregivers’ worries concerning collaborations are rooted in the organisational context of their interactions with professionals rather than the interactions themselves. Caregivers’ social positions do not necessarily lead to varying opinions regarding collaboration with professionals; however, caregivers do expect professionals to be aware of their social positions, as these positions shape the context within which informal care is provided and determine how easily caregivers can integrate care responsibilities into their lives. To enhance collaboration between caregivers and professionals in the short term, care organisations and social and healthcare educational programmes should encourage a professional mindset that recognises caregivers as equal partners in care. It is essential for professionals to acknowledge the caregiver’s role and devise strategies for arranging care together that build on the existing relationship between the caregiver and care recipient.
This paper describes the participatory development process of a web-based communication system focusing on disease management, particularly infection control of Methicillin-resistant Staphylococcus aureus (MRSA). These infections are becoming a major public health issue; they can have serious consequences such as pneumonia, sepsis or death [1]. This makes it even more important for people to be provided with up-to-date and reliable information. Users of a bilingual communication system (Dutch and German) participated in the development process via a needs assessment, the co-creation of the content and the system via usability tests, and in the summative evaluation of the usage of the system. The system enabled users to search efficiently and effectively for practical and relevant information. Moreover, we found that the participation of the intended users is a prerequisite to create a fit between the needs and expectations of the end-users, the technology and the social context of usage of technology. The summative evaluation showed that the system was frequently used (approximately 11,000 unique visitors per month). The most popular categories include ‘MRSA in general’ (20%, both languages) and ‘Acquiring MRSA’ (17% NL, 13% GER). Most users enter the site using internet search engines (Google) instead of the on-site search engine. When they are on the site, they prefer convenient searching via FAQ or related questions. Furthermore, the results showed that the participation of stakeholders is a prerequisite for a successful implementation of the system. To guide the participation of stakeholders we developed a roadmap that integrates human-centered development with business modelling activities.
