A Few Critical Design Parameters Affecting User's Satisfaction in Interaction with Voice User Interface of AI-Infused Systems
Jong Gyu Shin, In Gwon Jo, Wan Su Lim, Sangho Kim · Journal of the Ergonomics Society of Korea · 2020
Objective: The aim of this study is to identify a few critical design parameters for enhancing user"s satisfaction while interacting with the AI-infused intelligent systems through voice user interface (VUI). Background: The interaction between the user and the AI-infused system is called as Human-AI Interaction (HAII) and supposed to have different features with respect to the human-computer interaction (HCI). It is therefore necessary to establish new criteria for designing and evaluating HAII in the point of user"s satisfaction. Method: This study identified 31 user requirements regarding with HAII from previous studies and organized them into 9 secondary and 3 tertiary level user requirement categories. It was investigated and selected 9 design parameters of VUI that might make differences in user"s satisfaction. The priority of each design parameter was calculated using quality function deployment (QFD) technique. Results: The amount of information, error control, and length of answer were found as the top three critical design parameters among others. They accounted for 51% of the total criticality score. It implies the reliability of information that the AI-infused systems provide during interaction is the most important factor for enhancing user"s satisfaction. Conclusion: This study suggested theoretically nine critical interaction parameters and their priority in designing VUI embedded in AI-infused systems. Application: The result of the study can be used to derive various experimental research models and hypothesis in HAII.