The Role of User-Centered Design in Public Sector Chatbot Development : A Qualitative Study of Internal Chatbot Development in Sweden

Sammanfattning

Recent years have shown a steady increase in generative artificial intelligence within the public sector. As chatbots, continuous advancements have made them a powerful tool that can support public workers by reducing repetitive tasks, increasing information access and facilitating communication, thereby decreasing workloads while increasing efficiency and productivity. However, chatbots are often developed in a technology-driven way, where intended end-users and their needs, tasks and contexts are neglected in decisions shaping the tool. This approach risks creating functional, organisational and ethical issues due to the societal role of the public sector that requires regulatory adherence and prioritisation of the public's best interest. With development processes still in the early stages, this study uses a qualitative research approach to investigate the role of user centred design in such development processes. Through observations and interviews with both AI developers and software developers, the study identified tensions and connections affecting and shaping development processes. The findings suggest that by applying user-centered principles and involving users, increased alignment to end-user realities could be achieved while decreasing the distance to the organisational context. These insights could support chatbot implementation and adoption by establishing relevant guidance in chatbot development.