Human-Centered AI Design Principles for the Public Service Domain: An Action Design Research Study

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Presented at HICSS 2025 by

Stefan Schmager

Ilias Pappas

Polyxeni Vassilakopoulou

Most existing design and development guidelines for Human-Centered AI primarily cater to a commercial context, they are not tailored to the specific needs of public services. This paper presents an Action Design Research study proposing public service-specific design principles for Human-Centered AI. The design principles are informed by multiple iterations of empirical research with citizens and public service employees acknowledging the multi-stakeholder nature of Human-Centered AI. The study recognizes an evolving understanding towards prioritizing human values and well-being in AI technologies. Furthermore, it considers the relationship between technology features in the public sector and citizens' needs to ensure that AI systems are developed with a commitment to fostering public trust and welfare. The study contributes to theory and practice by advancing the scholarly discourse on Human-Centered AI and informing AI strategies and implementations within the public sector.