Design process knowledge for crisis-driven information systems solutions: Insights on building digital resilience from an action design research study

2023 | Information Systems Journal | Citations: 0

Authors: Tim, Yenni; Chiew, Thiam Kian; Lim, Hooi Min; Teo, Chin Hai; Ng, Chirk Jenn

Abstract: As global disruptions escalate, digital resilience (DR)—the capacity to anticipa ... Expand

Abstract: As global disruptions escalate, digital resilience (DR)—the capacity to anticipate, absorb, and adapt to external shocks by leveraging Information Systems (IS)—has become crucial for individuals and organisations confronting and managing unprecedented crises. This research advances understanding on how to develop DR, drawing on insights from an Action Design Research (ADR) study conducted during the COVID-19 pandemic. Our research explores a particular facet of DR: the capacity to manage exogenous shocks through the design of new IS solutions. We introduce the ADAPT framework, comprising five key enablers—Agility, Designation, Alignment, Participation, and Trust—recommended to support design teams developing IS solutions during and for crises. Our ADR project, which resulted in the creation of a telemonitoring system used by over 115 frontline healthcare workers to monitor the symptoms of more than 1000 COVID-19 patients, demonstrates the instrumental role these five enablers play in supporting a crisis-propelled IS design process that is urgent, resource-limited, and multi-partite. By presenting new design process knowledge and practical recommendations that guide crisis-driven IS design, we aim to equip design teams with the understanding they need to effectively navigate similar challenges in the future. We also hope to inspire and support IS researchers to apply their expertise in the design, deployment, and use of IS solutions to contribute to crisis-driven design endeavours that tackle the pressing and urgent challenges of our time. Collapse

Topics: systems design digital dashboard pandemic participatory design Telegram

Methods: design process design artifact design science chatbot expert panel

Theories: boundary objects theory lemon market theory

“Don’t Neglect the User!” – Identifying Types of Human-Chatbot Interactions and their Associated Characteristics

2022 | Information Systems Frontiers | Citations: 0

Authors: Nguyen, Thai Ha; Waizenegger, Lena; Techatassanasoontorn, Angsana A.

Abstract: Interactions with conversational agents (CAs) become increasingly common in our ... Expand

Abstract: Interactions with conversational agents (CAs) become increasingly common in our daily life. While research on human-CA interactions provides insights into the role of CAs, the active role of users has been mostly neglected. We addressed this void by applying a thematic analysis approach and analysed 1000 interactions between a chatbot and customers of an energy provider. Informed by the concepts of social presence and social cues and using the abductive logic, we identified six human-chatbot interaction types that differ according to salient characteristics, including direction, social presence, social cues of customers and the chatbot and customer effort. We found that bi-directionality, a medium degree of social presence and selected social cues used by the chatbot and customers are associated with desirable outcomes in which customers mostly obtain requested information. The findings help us understand the nature of human-CA interactions in a customer service context and inform the design and evaluation of CAs. Collapse

Topics: social presence customer service problem solving customer satisfaction conversational agent

Methods: chatbot theory development qualitative content analysis qualitative coding experiment