Role of AI in Enhancing Citizen Engagement in Finnish Municipal Services: Ethical Considerations in UX Design
Chandralingam, Ragun (2024)
2024
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2024052816820
https://urn.fi/URN:NBN:fi:amk-2024052816820
Tiivistelmä
This thesis explores the role of AI in enhancing citizen engagement in Finland’s municipal ser-vices with a special focus on ethical considerations in UX design. It also explores how AI is shaping service delivery, improving efficiency and provides personalized experience for users. This thesis investigates the ethical challenges posed by AI such as biases, transparency and accountability. How these challenges are being addressed is also enquired.
This thesis discuses a comprehensive literature review on the evolution of citizen engagement models in digital age. Biases and transparency issues are a critical ethical concern. Researches like Buolamwini and Gebru show how biased data can lead to social inequalities. Thus the importance of ethical frameworks in AI driven UX design in public services is understood. Additionally the literature review acts as a touch base as the need for inclusivity and accessibility in public sector UX design.
This research thesis follows a mixed method of data collection, both quantitative and qualitative. Data is collected through interviews from the UX designers, surveys amongst the users and direct citizen engagement at the public library run by the city of Helsinki. The interviews were used to understand the perception that designers have towards AI’s contributions to UX improvements and ethics in AI design. The surveys collected the thoughts of a sample of citizens on the use of AI in the delivery of municipal services, particularly in relation to the benefits, ethics and areas requiring change. This comprehensive methodology helps in better understanding of AI’s impact on public services.
The findings underscore AI’s potential to enhance accessibility and inclusivity in Finnish municipal services. With transparent communication, robust data privacy measures and user-centric design are to be taken into consideration when designing municipal services. Through this thesis Finnish policymakers and UX designers are recommended to ensure that AI is harnessed responsibly and democratically. It also emphasizes the importance of continuous learning and adaptation to AI trends to ensure that AI technologies into Finnish society.
AI advancements in municipal services could lead to radical breakthroughs in terms of increased efficiency, personalization and better access within Finnish municipalities. Ethical challenges of these technologies need to be met. Emphasis on transparency, data privacy and user-centric design will enable the policymakers and UX designers to advance interaction with citizens through AI while keeping the ethical standards of responsible AI. In this way, the integration of AI into municipalities will not only improve UX but align with the values and needs of the community.
This thesis discuses a comprehensive literature review on the evolution of citizen engagement models in digital age. Biases and transparency issues are a critical ethical concern. Researches like Buolamwini and Gebru show how biased data can lead to social inequalities. Thus the importance of ethical frameworks in AI driven UX design in public services is understood. Additionally the literature review acts as a touch base as the need for inclusivity and accessibility in public sector UX design.
This research thesis follows a mixed method of data collection, both quantitative and qualitative. Data is collected through interviews from the UX designers, surveys amongst the users and direct citizen engagement at the public library run by the city of Helsinki. The interviews were used to understand the perception that designers have towards AI’s contributions to UX improvements and ethics in AI design. The surveys collected the thoughts of a sample of citizens on the use of AI in the delivery of municipal services, particularly in relation to the benefits, ethics and areas requiring change. This comprehensive methodology helps in better understanding of AI’s impact on public services.
The findings underscore AI’s potential to enhance accessibility and inclusivity in Finnish municipal services. With transparent communication, robust data privacy measures and user-centric design are to be taken into consideration when designing municipal services. Through this thesis Finnish policymakers and UX designers are recommended to ensure that AI is harnessed responsibly and democratically. It also emphasizes the importance of continuous learning and adaptation to AI trends to ensure that AI technologies into Finnish society.
AI advancements in municipal services could lead to radical breakthroughs in terms of increased efficiency, personalization and better access within Finnish municipalities. Ethical challenges of these technologies need to be met. Emphasis on transparency, data privacy and user-centric design will enable the policymakers and UX designers to advance interaction with citizens through AI while keeping the ethical standards of responsible AI. In this way, the integration of AI into municipalities will not only improve UX but align with the values and needs of the community.