Human-Centered AI Maturity Model (HCAI-MM): An Organizational Design Perspective

TL;DR

This paper introduces the Human-Centered AI Maturity Model (HCAI-MM), a structured framework guiding organizations to develop and implement AI solutions that prioritize human needs and values through organizational design principles.

Contribution

It presents the first comprehensive maturity model integrating human-centered AI principles with organizational design practices, supported by case studies and operational tools.

Findings

Organizations can systematically assess their HCAI maturity levels.

The model provides actionable metrics and governance mechanisms.

Case studies demonstrate effective implementation strategies.

Abstract

Human-centered artificial intelligence (HCAI) is an approach to AI design, development, and deployment that prioritizes human needs, values, and experiences, ensuring that technology enhances human capabilities, well-being, and workforce empowerment. While HCAI has gained prominence in academic discourse and organizational practice, its implementation remains constrained by the absence of methodological guidance and structured frameworks. In particular, HCAI and organizational design practices are often treated separately, despite their interdependence in shaping effective socio-technical systems. This chapter addresses this gap by introducing the Human-Centered AI Maturity Model (HCAI-MM), a structured framework that enables organizations to evaluate, monitor, and advance their capacity to design and implement HCAI solutions. The model specifies stages of maturity, metrics, tools, governance mechanisms, and best practices, supported by case studies, while also incorporating an organizational design methodology that operationalizes maturity progression. Encompassing dimensions such as human-AI collaboration, explainability, fairness, and user experience, the HCAI-MM provides a roadmap for organizations to move from novice to advanced levels of maturity, aligning AI technologies with human values and organizational design principles.