User Involvement in RPA - Addressing design & development weaknesses of RPA through user-centred design
Author
Hristova, Stela Valentinova
Term
4. Term
Education
Publication year
2021
Submitted on
2021-06-01
Abstract
Robotic Process Automation (RPA) is spreading rapidly as a way to automate repetitive, rule-based tasks with software robots, yet effective development depends on understanding how users actually perform the work being automated. This thesis examines user involvement in RPA by mapping the technology’s strengths and weaknesses and identifying which weaknesses are directly or indirectly tied to design and development practices. The study uses a literature review of 15 selected academic articles organized in a literature matrix and three semi-structured interviews with RPA practitioners; findings from research and practice are compared to provide a balanced view. The analysis consolidates key strengths (e.g., process accuracy, consistency and quality, easy software integration, increased productivity and efficiency, stronger risk and compliance control, and reduced workload) and key weaknesses (e.g., data quality issues, complex business processes, concerns about job loss, adoption and reskilling, and the user–robot relationship). The thesis suggests that many weaknesses stem from limited or insufficient user involvement during analysis, design, and implementation, and that user-centred design can help address these issues by grounding automation in real work practices and needs. It does not prescribe specific methods, as choices must be tailored to context; further case-based research is recommended to outline concrete approaches.
Robotic Process Automation (RPA) vinder hastigt frem som en måde at automatisere gentagne, regelbaserede opgaver via software-robotter, men udviklingen er afhængig af viden om, hvordan brugere faktisk arbejder med processer og systemer. Dette speciale undersøger brugerinddragelse i RPA ved at kortlægge teknologiens styrker og svagheder og ved at identificere, hvilke svagheder der knytter sig direkte eller indirekte til design- og udviklingsprocessen. Metodisk bygger studiet på et litteraturreview af 15 udvalgte akademiske artikler organiseret i en litteraturmatrix og tre semistrukturerede interviews med RPA-specialister; resultaterne sammenholdes for at belyse både forsknings- og praksisperspektiver. Analysen konsoliderer centrale styrker (fx nøjagtighed, konsistens og kvalitet i processer, let softwareintegration, øget produktivitet og effektivitet, bedre styring af risiko og compliance samt reduceret arbejdsbyrde) og svagheder (fx datakvalitet, komplekse forretningsprocesser, bekymringer om jobtab, adoption og omskoling samt relationen mellem bruger og robot). Specialet peger på, at mange svagheder udspringer af begrænset eller utilstrækkelig brugerinddragelse i analyse, design og implementering, og vurderer, at brugercentreret design kan afhjælpe disse udfordringer ved at forankre automatisering i reelle arbejdsgange og behov. Der gives ikke specifikke metodeanbefalinger, da valg af tilgange er kontekstafhængigt; yderligere casebaseret forskning anbefales for at beskrive konkrete implementeringer.
[This apstract has been generated with the help of AI directly from the project full text]