The CASE researchers, associate professors Gunilla Carlsson, Connie Lethin and Agneta Malmgren Fänge, have in previous studies, individually and in different constellations, investigated experiences and how users in healthcare feel about new technology. Now they are joining forces in a brand new research project with a focus on trust in welfare technology, after being granted four million kronor from the Kamprad Family Foundation.

- This is an important research area, but there are many important areas in the competition, so we are very happy that they are investing in this particular application, says project manager Gunilla Carlsson, pleasantly surprised by the grant.

Lack of knowledge about the consequences of the technology mess up

Technology optimism is great and many municipalities hope to make it easier for both staff and users, while at the same time they expect to save both time and money in welfare. The trio in Lund has applied for funds for similar projects, but has not been successful until now.

- You maybe start to question more and more whether it is really possible to digitize everything. And now there are also discussions about regulation of AI, which means that more people may become more skeptical, says Agneta Malmgren Fänge.

- We see how incredibly much welfare technology can help, but also the situations that arise, which for good reasons can disturb trust. If it is to be effective and safe, we need to progress in this. And then both the individual and societal perspectives are incredibly important, continues Gunilla Carlsson.

What is known from previous research about technology that does not work in welfare?

- Surprisingly little, continues Agneta Malmgren Fänge. She believes that trust can be affected, for example, when more and more municipalities want to install cameras instead of the home service going out at night.

- Many may think that they will not get any help anymore, she says.

- Security alarms not working in several municipalities is just one example of the fact that we need to think about what we do in those situations. Many times it is the employees on site who urgently need to solve the situations, says Gunilla Carlsson.

Recruiting people for the study

It is the trust in the technology and the interaction between staff and people using the technology, the researchers will look at more closely. What happens when the technology doesn't work and are there alternative solutions that work then? A reference group with actors from different levels of society will be actively involved through the project and to get answers, different groups of users are recruited and interviewed, such as people in need of the welfare technology, their relatives and staff.

What do you hope to get out of the project?

- The results can help the municipalities with frameworks and checklists, so that the welfare technology does not become a workload, says Connie Lethin.

- We want to shed light on the common issues that many staff face, and provide support in decisions and courses of action, because the staff is already stressed as it is. Digitization is taking place in society, we are all part of it, but all this does not suit everyone, says Agneta Malmgren Fänge.

The research project starts in January next year and runs until the end of December 2026.