Understanding Employee Acceptance of Development Processes and AI-Supported Improvements In a Financial Service Provider

Sammanfattning

The increasing adoption of artificial intelligence (AI) presents new opportunities for improving internal processes within highly regulated organizations. At the same time, the successful implementation of AI depends not only on technological capabilities but also on employeeacceptance and the organizational context in which such technologies are introduced. This studyexamines employees’ acceptance of an existing development process and framework andpotential future AI-supported improvements within the development environment of a financialservice provider. The purpose is to identify how development work can be streamlined and bettersupported through process and system improvements. The study applies the TechnologyAcceptance Model (TAM) as its theoretical foundation and adopts a qualitative case studyapproach. Data were collected through semi-structured interviews with employees working indevelopment-related roles and complemented by a review of the existing development processesand frameworks. The analysis focuses on employees’ perceptions of their usefulness and ease ofuse, as well as their expectations regarding future AI-supported functionalities. The findings show that employees generally perceive the current development process andframework as valuable for providing structure, traceability, coordination, and governance. However, several challenges were identified, including administrative burden, extensivedocumentation requirements, fragmented information, complex workflows, and inconsistentpractices across teams. Regarding AI-supported solutions, respondents expressed positiveattitudes toward functionalities that could reduce administrative work, improve informationretrieval, enhance documentation quality, and increase consistency. Acceptance of AI wasprimarily driven by perceived usefulness and workflow compatibility. At the same time,concerns related to trust, reliability, governance, confidentiality, and organizational readinessemerged as important factors influencing acceptance. The study concludes that AI is primarily perceived as a tool for augmenting rather than replacinghuman work. Successful adoption is as well likely to depend on seamless integration intoexisting workflows, adequate training and support, and the maintenance of human oversight andorganizational control. By examining employee perceptions prior to implementation, the studycontributes to the literature on technology acceptance, AI adoption, and digital developmenttools in highly regulated organizational environments.