Description
The acceptance and use of conversational user interfaces (CUIs) which are for example used in Conversational Agents (CAs) such as Alexa and Siri are crucially dependent on their usability—which is often lacking in practice according to user reviews. Referring to the usability norm DIN EN ISO 9241-11, a usable product, system or service can be used to achieve specified goals with high levels of effectiveness, efficiency, and satisfaction. However, in the case of conversational agents, the bidirectional interaction experience differs from the use of other input devices. We are proposing a conceptual framework for evaluating the design of CAs with regard to the interaction principles as per DIN EN ISO 9241-110. To increase the level of satisfaction in particular, we focus on the new principle of user engagement in order to ensure trust and welfare and specifically self-determination to ensure the success and positive user experience of CUIs.
Recommended Citation
Pins, Dominik and Paul, Dennis, "Towards a Framework for Supporting User Satisfaction of Conversational Agents according to the Usability Norm DIN EN ISO 9241-11" (2022). Wirtschaftsinformatik 2022 Proceedings. 12.
https://aisel.aisnet.org/wi2022/workshops/workshops/12
Towards a Framework for Supporting User Satisfaction of Conversational Agents according to the Usability Norm DIN EN ISO 9241-11
The acceptance and use of conversational user interfaces (CUIs) which are for example used in Conversational Agents (CAs) such as Alexa and Siri are crucially dependent on their usability—which is often lacking in practice according to user reviews. Referring to the usability norm DIN EN ISO 9241-11, a usable product, system or service can be used to achieve specified goals with high levels of effectiveness, efficiency, and satisfaction. However, in the case of conversational agents, the bidirectional interaction experience differs from the use of other input devices. We are proposing a conceptual framework for evaluating the design of CAs with regard to the interaction principles as per DIN EN ISO 9241-110. To increase the level of satisfaction in particular, we focus on the new principle of user engagement in order to ensure trust and welfare and specifically self-determination to ensure the success and positive user experience of CUIs.