The purpose of this study is to explore the user-centric challenges faced by generative artificial intelligence (GAI) systems and the role of user innovation communities (UICs) in addressing these challenges.
This study uses a qualitative research methodology, conducting semi-structured interviews with three key groups: end users, firms and UIC members. The study analyzes the challenges faced by users, the strategies implemented by firms to address these challenges and the collaborative potential of UICs in bridging gaps between users and firms.
The findings reveal that UICs play a crucial role in improving GAI systems by incorporating diverse user insights. The study also extends the Human-Centered AI (HCAI) framework by proposing a User-Centered AI (UCAI) approach, which emphasizes the integration of user-driven innovation throughout the AI development process.
For technology managers, the study highlights the importance of engaging users in the co-creation of GAI systems. The study contributes to the literature on participatory design theory and user innovation by demonstrating how user-driven processes can enhance GAI development. Furthermore, it emphasizes the shift from HCAI to UCAI aligning with the growing recognition of users as co-creators.
This study is the first to conduct a multi-level analysis by examining challenges and strategies at three key levels – end users, firms and members of UICs. It provides new insights into how user-driven innovation can address some of the most pressing challenges in GAI development, highlighting the collaborative potential between these stakeholders.
