AI落地失败常因忽略员工体验，需让一线工作者参与设计。
Making the Invisible Visible: Understanding the Mismatch Between Organizational Goals and Worker Experiences in AI Adoption
- 通过访谈医疗、金融等领域从业者，发现组织目标与员工实际体验脱节。
- 主要障碍包括系统难用、沟通不足、控制权缺失和预期不一致。
- 提出个人、任务、组织三层面适配策略，提升AI与工作流契合度。
尽管人工智能常被引入组织以推动创新与效率，但许多实施项目因员工抵制和难以融入系统而失败。这些失败暴露出深层问题：本应与AI协作的员工，在AI的设计与使用决策中往往被忽视。基于对医疗、金融及管理领域日常使用AI的专业人士的访谈，本文探讨了组织期望与员工体验之间的断层。研究识别出关键障碍，包括可用性差、系统互操作性弱、期望不匹配、控制权有限以及沟通不足。这些问题凸显了组织推进AI的方式与其所忽视的员工需求、任务变化和工作流程之间存在的鸿沟。我们主张，成功的采纳必须将员工置于AI整合的核心位置，并在个人、任务和组织三个层面提出适应性策略，使AI系统更贴合真实工作实践。
原文摘要 · Abstract (English)
While AI is often introduced into organizations to drive innovation and efficiency, many adoption efforts fail as workers resist and struggle to integrate these systems. These failures point to a deeper issue: workers, the very people expected to collaborate with AI, are often invisible in decisions about how AI is designed and used. Drawing on interviews with professionals who interact with AI systems daily in healthcare, finance, and management, we examine the disconnect between organizational expectations and worker experiences. We identify key barriers, including poor usability and interoperability, misaligned expectations, limited control, and insufficient communication. These challenges highlight a gap between how organizations implement AI and the evolving worker needs, tasks, and workflows that it fails to support. We argue that successful adoption requires recognizing workers as central to AI integration and propose adaptation strategies at the individual, task, and organizational levels to better align AI systems with real-world practices.
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