## 5 Results
### Account Managers
#### 5.1.6. MADM Flow: Bridging User Research and SOC
Indeed, only if organizational actors such as account managers, designers, and project  
Figure 8: A section of the MADM flow. Managers perform well and effectively convey the value proposition during the sales stage, can HR assess whether the AHEDA service aligns with the company's needs. * HR's communication to the people manager of a new funding opportunity: This decision highlights HR's role in re-launching the service, thus becoming a key player in the success of the service, albeit not the direct beneficiary of AHEDA. _Multi-actor crucial decisions_: Multi-actor decisions, as the term suggests, refer to decisions that involve multiple actors in the DM process. They can be identified in the flow diagram as they bring together several actors on the same vertical level in relation to a specific decision. These actors collaborate and interact with each other to make decisions regarding the development path, demonstrating their interdependence. In the provided diagram, the following specific multi-actor crucial decisions can be observed:  
* The negotiation of the project's purpose among the HR manager, people manager, coach, and coachee: Their active participation during the crucial negotiation phase helps align the project purpose with both the coachee's expectations and the corporate strategy. During this phase, designers from Mylia play an important role in mediation. * The coach and coachee's selection of the development path: Their decision to carefully select the profile that aligns better with the coachee's development goals allows for a tailored approach, enhancing the effectiveness and the satisfaction level of the coaching process. Through this negotiation phase, the coach empowers the awareness and commitment of the coachee during the development path. * The agreement and acceptance of the proposed development path between the HR and people manager: Consensus between the HR and people manager regarding the proposed development plan fosters a shared understanding and commitment to its successful implementation. This collective decision ensures that all stakeholders are aligned and actively support the development path. * The HR and people managers' decision to extend and finance the extension of the development path: this joint decision reflects their dedication to supporting the development process by providing the coachee with a long-term monitoring experience. It demonstrates their commitment to continuous improvement and ongoing support for the coachee's growth. These crucial decisions form the backbone of the MADM flow, enabling a seamless progression through each stage of the service and preserving its integrity and success. They highlight the importance of informed DM, collaboration, and shared commitment to achieve the desired outcomes. Another notable finding that emerges from the analysis of this flow is the realization that, although AHEDA was conceived as an innovative tool because of its AI incorporation, its success seems to predominantly rely on the actions and decisions of human actors. Indeed, AI plays only a limited DM role in the overall flow: it processes information and data to generate targeted suggestions. Precisely, it supports the coach in identifying the target profile and the most appropriate development path for the coachee. However, it is crucial that we emphasize that the ultimate responsibility for the final DM lies with the human actors involved in the process. In this perspective, AI serves as a tool of support and augmentation, rather than of substitution. This distinction is particularly significant in the context of IHC, where human concerns and preferences are of primary importance. Hence, this MADM flow allowed us to comprehend the complexity of this kind of decision and assess how users' DM may contribute to the success or failure of the service. Moreover, this analysis helped us identify areas where interventions may be needed and provided insights into how the MADM process can be optimized and supported to enhance the service's outcomes and users' satisfaction.