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Description
Companies increasingly implement conversational agents (CAs), which can be text- or voice-based. While both interaction modalities have different implications for user interaction, it ultimately depends on the users how they perceive these design options. Research indicates that users’ perception and evaluation of information systems is affected by their individual characteristics – their dispositional traits and needs. To investigate the impact of user characteristics on the user experience with text- and voice-based CAs, we draw on task-technology fit (TTF) theory and develop a research design including a lab experiment. We developed and tested two CAs and conducted a pilot study of the experiment. Initial results indicate that user characteristics influence how users perceive the user experience with text- and voice-based CAs. We expect the results of our research to extend TTF theory to the context of conversational interfaces and guide companies in designing their CAs to deliver a satisfying user experience.
Recommended Citation
Riefle, Lara; Brand, Alexa; Mietz, Johannes; Rombach, Laurin; Szekat, Christian; and Benz, Carina, "What Fits Tim Might Not Fit Tom: Exploring the Impact of User Characteristics on Users’ Experience with Conversational Interaction Modalities" (2022). Wirtschaftsinformatik 2022 Proceedings. 13.
https://aisel.aisnet.org/wi2022/hci/hci/13
What Fits Tim Might Not Fit Tom: Exploring the Impact of User Characteristics on Users’ Experience with Conversational Interaction Modalities
Companies increasingly implement conversational agents (CAs), which can be text- or voice-based. While both interaction modalities have different implications for user interaction, it ultimately depends on the users how they perceive these design options. Research indicates that users’ perception and evaluation of information systems is affected by their individual characteristics – their dispositional traits and needs. To investigate the impact of user characteristics on the user experience with text- and voice-based CAs, we draw on task-technology fit (TTF) theory and develop a research design including a lab experiment. We developed and tested two CAs and conducted a pilot study of the experiment. Initial results indicate that user characteristics influence how users perceive the user experience with text- and voice-based CAs. We expect the results of our research to extend TTF theory to the context of conversational interfaces and guide companies in designing their CAs to deliver a satisfying user experience.