Making the Invisible Visible: Understanding the Mismatch Between Organizational Goals and Worker Experiences in AI Adoption

让隐形者显现：理解人工智能应用中组织目标与员工体验的错位

Abstract: 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. 摘要： 虽然人工智能（AI）被引入组织通常是为了推动创新和效率，但许多应用尝试却以失败告终，因为员工会对这些系统产生抵触并难以将其融入工作。这些失败指向了一个更深层的问题：作为预期与 AI 协作的核心群体，员工在 AI 设计与使用决策的过程中往往被“隐形”了。

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. 通过对医疗、金融和管理领域中日常与 AI 系统交互的专业人士进行访谈，我们审视了组织期望与员工体验之间的脱节。我们识别出了关键障碍，包括可用性与互操作性差、期望错位、控制权受限以及沟通不足。

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. 这些挑战凸显了组织实施 AI 的方式与不断变化的员工需求、任务及工作流程之间存在的鸿沟，而目前的 AI 系统未能有效支持这些需求。我们认为，成功的应用需要将员工视为 AI 集成的核心，并提出了从个人、任务和组织三个层面的适应策略，以使 AI 系统更好地契合实际工作实践。

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Paper Details:

• Authors: Christine P. Lee, Min Kyung Lee, Bilge Mutlu
• Subject: Artificial Intelligence (cs.AI); Human-Computer Interaction (cs.HC)
• Date: 4 May 2026
• DOI: 10.48550/arXiv.2605.03078

论文详情：

• 作者： Christine P. Lee, Min Kyung Lee, Bilge Mutlu
• 学科： 人工智能 (cs.AI)；人机交互 (cs.HC)
• 日期： 2026年5月4日
• DOI： 10.48550/arXiv.2605.03078