Designing AI-Based Systems for Qualitative Data Collection and Analysis

With the continuously increasing impact of information systems (IS) on private and professional life, it has become crucial to integrate users in the IS development process. One of the critical reasons for failed IS projects is the inability to accurately meet user requirements, resulting from an incomplete or inaccurate collection of requirements during the requirements elicitation (RE) phase. While interviews are the most effective RE technique, they face several challenges that make them a questionable fit for the numerous, heterogeneous, and geographically distributed users of contemporary IS. Three significant challenges limit the involvement of a large number of users in IS development processes today. Firstly, there is a lack of tool support to conduct interviews with a wide audience. While initial studies show promising results in utilizing text-based conversational agents (chatbots) as interviewer substitutes, we lack design knowledge for designing AI-based chatbots that leverage established interviewing techniques in the context of RE. By successfully applying chatbot-based interviewing, vast amounts of qualitative data can be collected. Secondly, there is a need to provide tool support enabling the analysis of large amounts of qualitative interview data. Once again, while modern technologies, such as machine learning (ML), promise remedy, concrete implementations of automated analysis for unstructured qualitative data lag behind the promise. There is a need to design interactive ML (IML) systems for supporting the coding process of qualitative data, which centers around simple interaction formats to teach the ML system, and transparent and understandable suggestions to support data analysis. Thirdly, while organizations rely on online feedback to inform requirements without explicitly conducting RE interviews (e.g., from app stores), we know little about the demographics of who is giving feedback and what motivates them to do so. Using online feedback as requirement source risks including solely the concerns and desires of vocal user groups. With this thesis, I tackle these three challenges in two parts. In part I, I address the first and the second challenge by presenting and evaluating two innovative AI-based systems, a chatbot for requirements elicitation and an IML system to semi-automate qualitative coding. In part II, I address the third challenge by presenting results from a large-scale study on IS feedback engagement. With both parts, I contribute with prescriptive knowledge for designing AI-based qualitative data collection and analysis systems and help to establish a deeper understanding of the coverage of existing data collected from online sources. Besides providing concrete artifacts, architectures, and evaluations, I demonstrate the application of a chatbot interviewer to understand user values in smartphones and provide guidance for extending feedback coverage from underrepresented IS user groups

Reasoning in criminal intelligence analysis through an argumentation theory-based framework

This thesis provides an in-depth analysis of criminal intelligence analysts’ analytical reasoning process and offers an argumentation theory-based framework as a means to support that reasoning process in software applications. Researchers have extensively researched specific areas of criminal intelligence analysts’ sensemaking and reasoning processes over the decades. However, the research is fractured across different research studies and those research studies often have high-level descriptions of how criminal intelligence analysts formulate their rationale (argument). This thesis addresses this gap by offering low level descriptions on how the reasoning-formulation process takes place. It is presented as a single framework, with supporting templates, to inform the software implementation process. Knowledge from nine experienced criminal intelligence analysts from West Midlands Police and Belgium’s Local and Federal Police forces were elicited through a semi-structured interview for study 1 and the Critical Decision Method (CDM), as part of the Cognitive Task Analysis (CTA) approach, was used for study 2 and study 3. The data analysis for study 1 made use of the Qualitative Conventional Content Analysis approach. The data analysis for study 2 made use of a mixed method approach, consisting out of Qualitative Directed Content Analysis and the Emerging Theme Approach. The data analysis for study 3 made use of the Qualitative Directed Content Analysis approach. The results from the three studies along with the concepts from the existing literature informed the construction of the argumentation theory-based framework. The evaluation study for the framework’s components made use of Paper Prototype Testing as a participatory design method over an electronic medium. The low-fidelity prototype was constructed by turning the frameworks’ components into software widgets that resembled widgets on a software application’s toolbar. Eight experienced criminal intelligence analysts from West Midlands Police and Belgium’s Local and Federal Police forces took part in the evaluation study. Participants had to construct their rationale using the available components as part of a simulated robbery crime scenario, which used real anonymised crime data from West Midlands Police force. The evaluation study made use of a Likert scale questionnaire to capture the participant’s views on how the frameworks’ components aided participants with; understanding what was going on in the analysis, lines-of-enquiry and; the changes in their level of confidence pertaining to their rationale. A non-parametric, one sample z-test was used for reporting the statistical results. The significance is at 5% (α=0.05) against a median of 3 for the z-test, where μ =3 represents neutral. The participants reported a positive experience with the framework’s components and results show that the framework’s components aided them with formulating their rationale and understanding how confident they were during different phases of constructing their rationale

Photo-elicitation: using photographs to read retail interiors through consumers' eyes

Researchers studying experiences in retail environments have typically restricted their attention towards examining the influence of individual atmospheric variables upon customer behavior. In this respect photographs and video are common environmental simulation techniques. This research approach not only concerns researchers active in consumer culture theory, but also interior architects and retail designers. As holistic inspired practitioners, they maintain that interiors function as 'Gestalt' environments, interacting with their users. Inspired by their viewpoints, in this paper, the authors reflect on the use of the inductive, holistically inspired method of photo-elicitation in research concerning experiences in retail environments. In addition, they report on the application of photo-elicitation in two empirical projects. The findings demonstrate the value of photo-elicitation in gaining insight into customer experiences in retail interiors

A Conceptual Framework for Consumer Information Systems Development

Consumer information systems (CIS) are an emerging area of inquiry for information systems researchers. IS researchers have traditionally emphasized efficiency and effectiveness of organizational processes and system use. However, design for consumer information systems requires more attention to be paid to processes of value creation embedded in the consumer experience. This shift in focus demands a reconsideration of current information systems development approaches. In this paper we propose a conceptual framework for consumer information systems development. The framework includes six elements of co-creation of consumer value. The framework is illustrated by reviewing the findings from three case studies. Available at: https://aisel.aisnet.org/pajais/vol2/iss1/5

Complaint management expectations: an online laddering analysis of small versus large firms

This study explores complaint management expectations in business relationships, particularly the qualities and behaviours that affect buying companies as part of the complaint handling encounter with a supplier. An exploratory empirical study uses a hard laddering approach which also allows us to compare the expectations of large and small companies to understand size-effects. The research indicates that complaining companies perceive disruptions of their supplier relationships in the context of the business network within which they are embedded, especially vis-à-vis the benefits associated with long-term supplier ties. However, these network concerns are more pronounced for large companies. Issues of effective complaint management in business-to-business settings therefore need to be addressed not just as isolated managerial activities with limited benefits for the parties involved, but should be seen as being part of a wider activity set of strategic networking activities with an impact on whole business systems. Thus, the findings enrich the existing limited stock of knowledge on the context of complaint management in business relationships and networks

Workplace learning through structured interactions

Includes abstract.Includes bibliographical references (leaves 102-114).Individuals need to keep learning to stay employable and compete in today’s job market, and organisations need to keep learning in order to maintain a competitive advantage in the economy. The workplace is thus being recognised as a legitimate environment for learning new skills and knowledge, through participation in everyday work activities. This recognition has led to numerous studies that connect learning and the workplace, giving rise concepts such as ‘the learning organisation’, ‘organisational learning’, ‘workplace learning’ and ‘informal learning’. All of which have created confusion, uncertainty and complexity in understanding how learning takes place. In order to understand how individuals learn in the workplace, and thus understand how organisations can enhance such learning, this study investigates individuals’ perceptions of their workplace as a learning environment and their experiences of learning through participation in work activities

Stay or Leave? An Investigation on User Exodus in Social Networking Sites

Although many SNSs experienced great popularity in the past few years, it is also worth noting that most of them were confronted with massive and abrupt recession in a short period of time. In this study, we define the user exodus as a large scale movement in and out of the social media market, and it can be viewed as a decision or response in the post-adoption stage of IT artifact. So far, there is no currently agreed model for user exodus behavior. Thus, this research-in-progress study aims to qualitatively investigate the underlying reasons of user exodus by examining Kaixin001, a Chinese SNS product. Ethnography decision tree model (EDTM) will be built to elicit the attributes and laddering technique will be used to establish the connections between various attributes, consequences, and the values following means-end chain (MEC) theory. Preliminary findings from content analysis are presented.ye

Understanding the Perceived Attributes and Consequences of Participation in Youth Rep Hockey: An Analysis from the Parental Perspective

Participation in youth sport has been recognized for myriad developmental benefits. When one considers sport participation, there are a number of different delivery models. Participation can be recreational in nature or competitively driven. Regardless of competitive level, it is important for sport managers to understand the drivers that influence sport participation. Thus, the purpose of the current investigation was to achieve a better understanding of the perceived attributes and consequences of youth representative (rep) sport participation from the perspective of the elite athletes\u27 parents. Parents\u27 perceptions are important given that these individuals are the ultimate decision makers for their children\u27s sport participation. To investigate this purpose, a laddering interview technique was employed. Findings indicate that attributes of youth rep sport participation include structure, competition/challenge, and team environment. Perceived consequences or benefits include learning life lessons (leading to productive citizens), skill development (leading to confidence), discipline/accountability, work ethic, and friendships. The attributes and benefits could be used to develop policies, procedures, and rules/regulations that deliver maximum satisfaction at the youth rep level

The perceptions of e-HR outcomes and line managers: a study in three UK based subsidiaries of global organisations.

Conducted within the UK-based subsidiaries of three global organizations, this research examines the perceived outcomes experienced by HR managers and line managers associated with the proposed implementation, and actual use, of e-HR. The research settings are the UK operations of Cable & Wireless Global, Schlumberger and T-Mobile. Both qualitative and quantitative data are used in a multiple case study approach, which leads to the development of a theoretical framework that attempts to illustrate the relationship linking HR strategy with e-HR outcomes. These data provide partial support for the model's validity but also show the need for a more dynamic understanding of the links between e-HR variables and the importance of context in explaining differences between line managers' acceptance of e-HR. This research attempts to bridge academia and practice; to provide new academic insights into the world of e-HR and to translate this in ways that allow a useful contribution to practice

Australian mental health care practitioners' construing of non-White and White people : implications for cultural competence and therapeutic alliance

Background: The development of cultural competence is central to the therapeutic alliance with clients from diverse backgrounds. Given that the majority of Australia’s population growth is due to migration, mental health practitioner construing of non-White and White people has a significant role and impact on client engagement. Method: To examine the impact of mental health practitioner construing on their strategies for cultural competence and the therapeutic alliance, 20 White and non-White mental health practitioners and trainees providing mental health services were purposively sampled and interviewed face-to-face or via videoconferencing. Data was analysed thematically and the impact of construing on practitioner cultural competence and the therapeutic alliance were interpreted using Personal Construct Psychology. Results: Practitioners demonstrated cultural competence in their acknowledgement of the impact of negative construing of ethnic, cultural, religious, social, racial and linguistic diversity on client wellbeing. Practitioners sought to address these negative impacts on clients by drawing on the client-practitioner relationship to improve the therapeutic alliance. Conclusions: The results reinforce the need for mental health care workers to develop cultural competence with a focus on developing awareness of the impact of frameworks of Whiteness on the experiences of non-White people. This is central to the development of a therapeutic alliance where clients feel understood and assured that their mental health concerns will not be constructed (and treated) through a framework that constrains both White and non-White people’s opportunities for improved mental health and wellbeing