Why does Automation Adoption in Organizations Remain a Fallacy?: Scrutinizing Practitioners' Imaginaries in an International Airport

要旨

In organizations, the interest in automation is long-standing. However, adopting automated processes remains challenging, even in environments that appear highly standardized and technically suitable for it. Through a case study in Amsterdam Airport Schiphol, this paper investigates automation as a broader sociotechnical system influenced by a complex network of actors and contextual factors. We study practitioners' collective understandings of automation and subsequent efforts taken to implement it. Using imaginaries as a lens, we report findings from a qualitative interview study with 16 practitioners involved in airside automation projects. Our findings illustrate the organizational dynamics and complexities surrounding automation adoption, as reflected in the captured problem formulations, conceptions of the technology, envisioned human roles in autonomous operations, and perspectives on automation fit in the airside ecosystem. Ultimately, we advocate for contextual automation design, which carefully considers human roles, accounts for existing organizational politics, and avoids techno-solutionist approaches.

著者
Garoa Gomez-Beldarrain
Delft University of Technology, Delft, Netherlands
Himanshu Verma
TU Delft, Delft, Netherlands
Euiyoung Kim
Delft University of Technology, Delft, Netherlands
Alessandro Bozzon
, Faculty of Industrial Design Engineering, TU Delft, Delft, Netherlands
DOI

10.1145/3706598.3713978

論文URL

https://dl.acm.org/doi/10.1145/3706598.3713978

動画

会議: CHI 2025

The ACM CHI Conference on Human Factors in Computing Systems (https://chi2025.acm.org/)

セッション: Crowdsourcing and Tech in the Wild

Annex Hall F204
7 件の発表
2025-04-29 23:10:00
2025-04-30 00:40:00
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