The fact that technical systems should serve people must be taken into account from the outset when designing them, says computer scientist Susanne Boll.

"We must design digitalisation to ensure that humans are active participants. When we look at our digital systems, we see that many users simply feel dependent on these technologies. You often hear people say things like: 'It's too complicated for me. I don't understand it. I'll only mess it up'.

It's only in the last 20 to 30 years that we have come to understand that human-machine interaction must be integrated into the design of these systems – right from the start. This is why the user-centred development process observes people and their needs in various situations from the outset, and the system is developed accordingly.

This user-centred design/user-driven development is a step-by-step process. If I want to study how to design a delivery robot, for example, I don't need a machine that costs 80,000 euros. All I need is a small box on wheels. This model can then be used to determine user expectations: does the user move aside when the robot approaches? Do they expect a voice message? Or would it be better to have a sign saying: Attention! Medicine delivery! Important!

Nowadays, companies are very keen to tailor their products to the requirements of future users. In the consumer market it has long been clear that if a system is not intuitive to use, it doesn't stand a chance. In the last decade this way of thinking has transferred to the labour market. Employers have realised that working environments must be designed to make people feel valued. It's about designing technology for people, not the other way round. When we look at technological development processes, there is still some way to go before we have fully realised this goal. But we'll get there."

More and more often, we find ourselves in environments with multiple digital systems. Many of these systems use artificial intelligence and deep neural networks. I might have a smart home system that can identify my "wellness times" and configure itself accordingly, for example. And in the not too distant future I may be interacting with an AI instead of a case worker in all kinds of situations. Ensuring that humans are able to sufficiently understand and use these increasingly pervasive digitalised environments despite their complexity is a major challenge.

In my view, we need to integrate a set of values into the basic design of AI-based systems in order to guarantee respect, correct information, checks and balances and control. I don't think it will just happen automatically that humans have a say in all digitalised processes.

"Overall, I'm optimistic about the future: the new digital technologies have enormous potential to make our lives better, more humane, healthier, and also more democratic and connected. But to make this happen, we need science, business, society and politics to create the right framework."