Why doesn't it work?
Yi Cheng, Kate Yen, Yeqi Chen, Sijin Chen, Alexis Hiniker · 2018
In this study, we examine the conversational repair strategies that preschoolers use to correct communication breakdowns with a voice-driven interface. We conducted a two-week deployment in the homes of 14 preschoolers of a tablet game that included a broken voice-driven mini-game. We collected 107 audio samples of these children's (unsuccessful) attempts to communicate with the mini-game. We found that children tried a common set of repair strategies, including repeating themselves and experimenting with the tone and pronunciation of their words. Children were persistent, rarely giving up on the interaction, asking for help, or showing frustration. When parents participated in the interaction, they moved through four phases of engagement: first making suggestions, then intervening, then making statements of resignation, and finally pronouncing that the interaction could not be repaired. Designers should anticipate that in this context, children will borrow behaviors from person-to-person communication, such as pivoting strategies to probe the source of failed communication and structuring communication into turn-taking attempts.