{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,4,2]],"date-time":"2026-04-02T11:43:38Z","timestamp":1775130218472,"version":"3.50.1"},"reference-count":41,"publisher":"Frontiers Media SA","license":[{"start":{"date-parts":[[2024,3,21]],"date-time":"2024-03-21T00:00:00Z","timestamp":1710979200000},"content-version":"vor","delay-in-days":0,"URL":"https:\/\/creativecommons.org\/licenses\/by\/4.0\/"}],"content-domain":{"domain":["frontiersin.org"],"crossmark-restriction":true},"short-container-title":["Front. Artif. Intell."],"abstract":"<jats:sec><jats:title>Introduction<\/jats:title><jats:p>The rise of Artificial Intelligence (AI), particularly machine learning, has brought a significant transformation in decision-making (DM) processes within organizations, with AI gradually assuming responsibilities that were traditionally performed by humans. However, as shown by recent findings, the acceptance of AI-based solutions in DM remains a concern as individuals still strongly prefer human intervention. This resistance can be attributed to psychological factors and other trust-related issues. To address these challenges, recent studies show that practical guidelines for user-centered design of AI are needed to promote justified trust in AI-based systems.<\/jats:p><\/jats:sec><jats:sec><jats:title>Methods and results<\/jats:title><jats:p>To this aim, our study bridges Service Design Thinking and the third generation of Activity Theory to create a model which serves as a set of practical guidelines for the user centered design of Multi-Actor AI-based DSS. This model is created through the qualitative study of human activity as a unit of analysis. Nevertheless, it holds the potential for further enhancement through the application of quantitative methods to explore its diverse dimensions more extensively. As an illustrative example, we used a case study in the field of human capital investments, with a particular focus on organizational development, which involves managers, professionals, coaches and other significant actors. As a result, the qualitative methodology employed in our study can be characterized as a \u201cpre-quantitative\u201d investigation.<\/jats:p><\/jats:sec><jats:sec><jats:title>Discussion<\/jats:title><jats:p>This framework aims at locating the contribution of AI in complex human activity and identifying the potential role of quantitative data in it.<\/jats:p><\/jats:sec>","DOI":"10.3389\/frai.2024.1303691","type":"journal-article","created":{"date-parts":[[2024,3,21]],"date-time":"2024-03-21T05:13:24Z","timestamp":1710998004000},"update-policy":"https:\/\/doi.org\/10.3389\/crossmark-policy","source":"Crossref","is-referenced-by-count":11,"title":["From service design thinking to the third generation of activity theory: a new model for designing AI-based decision-support systems"],"prefix":"10.3389","volume":"7","author":[{"given":"Silvia","family":"Marocco","sequence":"first","affiliation":[]},{"given":"Alessandra","family":"Talamo","sequence":"additional","affiliation":[]},{"given":"Francesca","family":"Quintiliani","sequence":"additional","affiliation":[]}],"member":"1965","published-online":{"date-parts":[[2024,3,21]]},"reference":[{"key":"ref2","volume-title":"L\u2019intervista Narrativa. 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