Anticipating Paradoxical Tensions in the Technological Design of Smart Working Environments

While most studies examine the implementation of digital technologies, this research investigates paradoxical tensions between workers and technology during the design stage and how acceptance strategies can support a smart working environment. We conducted a one-year longitudinal case study in a high-end furniture company, drawing on interviews, participant observations, and document analysis. Guided by paradox theory, we identified eight tensions and four acceptance strategies that help organizations navigate these contradictions. Besides identifying specific tensions at this stage, our study shows—through comparison with prior research—that some paradoxical categories are more pronounced and distinct during the technological design stage, while others persist throughout the entire digital transformation journey, spanning both technological design and implementation. This study expands understandings of paradoxical tensions in digital transformation by focusing on the technology design stage which is largely underexplored in literature. It also offers practical guidance for aligning technology planning with Industry 5.0 principles.