How automation impacts worker ecosystems in organizations

Abstract

Organizations are increasingly immersed in automation programs aimed at enhancing operational efficiency, yet these initiatives fundamentally impact and reshape traditional workplaces. Prior research has examined automation's effects on workers who directly interact with it, but less attention has been given to how broader worker ecosystems are impacted. To address this gap, we investigate an autonomous shuttle bus project at an international airport. We conduct an interview study with nine external experts holding prior experience in similar automation contexts. To engage participants in discussing the impacts of a future autonomous bus operation, we utilize systemic design as a lens and conduct co-design activities with them. Our findings surface key tasks, responsibilities, scenarios, and implementation considerations that affect workers within the broader ecosystem. Through this empirical case, we intend to move beyond techno-centric approaches to automation and illustrate the value of incorporating systemic perspectives in worker-centered automation efforts.