The focus in decision aid research and practice has largely been on the utilitarian aspects of their design. We propose that these aids should also be designed as effective social partners, especially when their use involves the exchange of sensitive information. In this paper, we investigate the effects of designing caring and informative decision aids on users’ evaluations of these aids. Our results show that the use of explanations and expressive speech acts can enhance users’ beliefs that the aid is informative and cares about the user. These strengthened beliefs subsequently enhance perceptions of its competence and benevolence, and improve the interaction atmosphere, subsequently increasing satisfaction with the decision aid.
Al-Natour, Sameh; Benbasat, Izak; and Cenfetelli, Ronald T., "Designing Caring and Informative Decision Aids" (2018). SIGHCI 2018 Proceedings. 22.