Beyond the Interface: Redefining UX for Society-in-the-Loop AI Systems

TL;DR

This paper proposes a comprehensive new framework for user experience in AI systems with human oversight, emphasizing backend and organizational factors beyond traditional usability.

Contribution

It introduces a sociotechnical evaluation framework for HITL AI systems, integrating stakeholder insights, experimental results, and new metrics for holistic UX assessment.

Findings

Stakeholders perceive AI through risk, governance, and capacity.

Detection behavior influences human oversight and workload.

The new framework includes metrics like accuracy, latency, adaptation, and trust.

Abstract

Artificial intelligence systems increasingly operate in decision-critical environments where probabilistic outputs and Human-in-the-Loop (HITL) interactions reshape user engagement. Traditional user experience (UX) frameworks, designed for deterministic systems, fail to capture these evolving sociotechnical dynamics. This paper argues that in AI-enabled HITL systems, UX must transcend frontend usability to encompass backend performance, organizational workflows, and decision making structures. We employ a mixed-methods approach, combining an inductive social construction analysis of 269 stakeholder insights with the deployment of an operational HITL video anomaly detection system. Our findings reveal that stakeholders experience AI through multifaceted themes: risk, governance, and organizational capacity. Experimental results further demonstrate how detection behavior and alert routing directly calibrate human oversight and workload. Grounded in these results, we formalize a new evaluative framework centered on four sociotechnical metrics: Accuracy (FPR/FNR), Operational Latency (response time), Adaptation Time (deployment burden), and Trust (validated automation scales). This framework redefines UX as a multi-layered construct spanning infrastructure and governance, providing a rigorous foundation for evaluating AI systems embedded within complex real-world ecosystems.