The Integration of Artificial Intelligence and User Experience in Information Systems as a Strategy for Improving Organizational Decision-Making Quality

Sari Putri; Taufik Hidayat; Utami Saputra

Authors

Sari Putri Institut Teknologi Bandung Author
Taufik Hidayat Institut Teknologi Bandung Author
Utami Saputra Institut Teknologi Sepuluh Nopember Author

Keywords:

Artificial intelligence, User experience, Information systems, Decision-making quality, Human-centered ai

Abstract

This study aims to analyze the integration of artificial intelligence and user experience in information systems as a strategy for improving the quality of organizational decision-making. The issue examined in this study concerns the gap between the technical potential of AI and the actual experience of users who must understand, trust, and apply AI recommendations in organizational contexts. This study used a qualitative case study approach involving users of AI-based information systems, managers or unit leaders, and information technology staff in organizations that had implemented analytical dashboards, recommendation systems, chatbots, or decision support systems. Data were collected through semi-structured interviews, non-participant observation, and documentation, then analyzed using reflexive thematic analysis. The findings reveal five main themes: AI as a decision accelerator, trust in system recommendations, UX as a bridge between data and action, organizational readiness, and human control in AI-supported decisions. These findings show that decision quality is not produced by AI alone, but through the interaction between system capability, interface design, user interpretation, organizational culture, and human accountability. The study contributes to human-centered AI and information systems literature by emphasizing UX as a critical factor in decision support. Practically, the findings suggest that organizations need transparent, explainable, and user-oriented AI systems, supported by data governance, user training, and clear decision validation procedures.

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