Despite the hype surrounding Artificial Intelligence (AI), the potential of AI in customer relationship management (CRM) remains underexplored in academia. A between-subjects experiment examined the ...effects of the type of relationship (virtual assistantship versus virtual friendship) consumers build with AI-enabled chatbots on brand personality perception, parasocial interaction (PSI), and CRM. The main effects of the relationship type on brand personality perception appeared for competent brand personality, but not for sincere brand personality. The consumer-chatbot relationship type had effects on CRM-related outcomes (behavioral intention, satisfaction, and trust) through competent brand personality. Consumers who interacted with a friend chatbot experienced stronger PSI with the chatbot, and the relationship type had an influence on brand personality perception through PSI. This mediating effect of PSI was observed for both brand personalities - competence and sincerity. The moderating role of ideological views (technopians versus luddites) in explaining the effect of the relationship type on brand personality perception was detected for sincere brand personality. AI designers and marketers need to develop AI user interface (UI) and user experience (UX) along with marketing strategies that not only can appeal to technopians ready to adopt innovative AI customer representatives but also can ultimately help alleviate luddites’ AI anxiety in the emerging “feeling economy” envisioned by Rust and Huang.
•Chatbots can form virtual assistantship versus virtual friendship with customers.•Chatbots can represent a brand in customer relationship management (CRM).•Brand personality perception and parasocial interaction (PSI) affect CRM.•Virtual friend chatbots induce stronger PSI than virtual assistant chatbots.•Technopians and luddites respond differently to AI-manifested brand personality.
We introduce MultiPiles, a visualization to explore time‐series of dense, weighted networks. MultiPiles is based on the physical analogy of piling adjacency matrices, each one representing a single ...temporal snapshot. Common interfaces for visualizing dynamic networks use techniques such as: flipping/animation; small multiples; or summary views in isolation. Our proposed ‘piling’ metaphor presents a hybrid of these techniques, leveraging each one's advantages, as well as offering the ability to scale to networks with hundreds of temporal snapshots. While the MultiPiles technique is applicable to many domains, our prototype was initially designed to help neuroscientists investigate changes in brain connectivity networks over several hundred snapshots. The piling metaphor and associated interaction and visual encodings allowed neuroscientists to explore their data, prior to a statistical analysis. They detected high‐level temporal patterns in individual networks and this helped them to formulate and reject several hypotheses.
This reprint addresses the unique opportunities and challenges associated with human–computer interaction with intelligent systems. First, state-of-the-art reviews are presented about speech ...emotions, automatic spelling correction, and art usage in virtual reality. We encouraged authors to submit reports describing systems built for different languages and multilingual systems. The linguistic, emotional, prosodic, and dialogue aspects of speech communication are investigated. Special attention is given to sentiment and emotional analysis from text and speech. Speech audiometry, offline speech recognition, and text-independent speaker verification systems are elaborated. The rapidly growing domain of virtual reality applications is of interest both as an application domain in which new interfaces and interaction methods are needed and as a potential testbed for evaluating speech and other interface modalities.
It is common practice for developers of user-facing software to transform a mock-up of a graphical user interface (GUI) into code. This process takes place both at an application's inception and in ...an evolutionary context as GUI changes keep pace with evolving features. Unfortunately, this practice is challenging and time-consuming. In this paper, we present an approach that automates this process by enabling accurate prototyping of GUIs via three tasks: detection, classification, and assembly. First, logical components of a GUI are detected from a mock-up artifact using either computer vision techniques or mock-up metadata. Then, software repository mining, automated dynamic analysis, and deep convolutional neural networks are utilized to accurately classify GUI-components into domain-specific types (e.g., toggle-button). Finally, a data-driven, K-nearest-neighbors algorithm generates a suitable hierarchical GUI structure from which a prototype application can be automatically assembled. We implemented this approach for Android in a system called ReDraw. Our evaluation illustrates that ReDraw achieves an average GUI-component classification accuracy of 91 percent and assembles prototype applications that closely mirror target mock-ups in terms of visual affinity while exhibiting reasonable code structure. Interviews with industrial practitioners illustrate ReDraw's potential to improve real development workflows.
This is the latest article in a series of research on the family-centered design concept. The theoretical context was revisited and expounded to support its usefulness in conjunction with a ...user-centered design approach within distinct application domains. A very important contribution is applied through the development of the instruments-website capture, a public testing platform, results processing and the Web Content Accessibility Guide 2.1 recommendation tool-to conduct unmoderated remote testing of user interfaces that corresponds to the requirements of general digitalization efforts as well as the response to current and future health risks. With this set of instruments, an experiment was conducted to address the differences in usage, and performance-wise and user-based evaluation methods, of the eDavki public tax portal, among two generations, adults and elderly citizens, and between an original and an adapted user interface that respects accessibility and other recommendations. The differences found are further discussed and are congruent to particularities that have been modified within interfaces.
This article aims to specify the performance implications of neutral user-generated content (UGC) on product sales by differentiating mixed-neutral UGC, which contains an equal amount of positive and ...negative claims, from indifferent-neutral UGC, which includes neither positive nor negative claims. The authors propose that positive and negative UGC only provide opportunities for consumers to process product-related information, whereas both mixed- and indifferent-neutral UGC affect consumers’ motivation and ability to process positive and negative UGC. The results of three studies using multiple measures (text and numerical UGC), contexts (automobiles, movies, and tablets), and methods (empirical and behavioral experiment) indicate contrasting premium and discount effects such that mixed-neutral UGC amplifies the effects of positive and negative UGC, whereas indifferent-neutral UGC attenuates them. Empirical evidence further indicates that ignoring mixed- or indifferent-neutral UGC leads to substantial under- or overestimates of the effects of positive and negative UGC. The effects of neutral UGC on product sales thus are not truly neutral, and the direction of the bias depends on both the type of UGC and the distribution of positive and negative UGC.
Flow experience is often considered as an important standard of ideal user experience (UX). Till now, flow is mainly measured via self-report questionnaires, which cannot evaluate flow immediately ...and objectively. In this paper, we constructed a physiological evaluation model to evaluate flow in virtual reality (VR) game. The evaluation model consists of five first-level indicators and their respective second-level indicators. Then, we conducted an empirical experiment to test the effectiveness of partial indicators to predict flow experience. Most results supported the model and revealed that heart rate, interbeat interval, heart rate variability (HRV), low-frequency HRV (LF-HRV), high-frequency HRV (HF-HRV), and respiratory rate are all effective indicators in predicting flow experience. Further research should be conducted to improve the evaluation model and conclude practical implications in UX and VR game design.
In this completely updated and revised edition of Designing with the Mind in Mind, Jeff Johnson provides you with just enough background in perceptual and cognitive psychology that user interface ...(UI) design guidelines make intuitive sense rather than being just a list or rules to follow. Early UI practitioners were trained in cognitive psychology, and developed UI design rules based on it. But as the field has evolved since the first edition of this book, designers enter the field from many disciplines. Practitioners today have enough experience in UI design that they have been exposed to design rules, but it is essential that they understand the psychology behind the rules in order to effectively apply them. In this new edition, you'll find new chapters on human choice and decision making, hand-eye coordination and attention, as well as new examples, figures, and explanations throughout. * Provides an essential source for user interface design rules and how, when, and why to apply them * Arms designers with the science behind each design rule, allowing them to make informed decisions in projects, and to explain those decisions to others * Equips readers with the knowledge to make educated tradeoffs between competing rules, project deadlines, and budget pressures * Completely updated and revised, including additional coverage on human choice and decision making, hand-eye coordination and attention, and new mobile and touch-screen examples throughout
Adaptive User Interface (AUI) can change its layout, appearance, and/or elements based on the needs of its user requirements and current usage context. The AUIs are used in state-of-the-art software ...products, applications for mobile devices, and websites. Moreover, AUI is an emerging research field in a mobile context, as it can enhance usability, performance, and user satisfaction. This study aims to propose a conceptual framework for developing a real-time self-adaptive user interface based on the Android Operating System (OS). Furthermore, the focus is on developing the core algorithms for the modules of the proposed framework. To evaluate the performance of the proposed framework, three case studies have been designed based on the daily and weekly activities of the user. Moreover, an expert-based validation approach is employed to obtain the expert’s feedback regarding the proposed framework. The result indicates that the proposed framework helps improve user satisfaction and experience by making an intelligent mobile device interface. The results of the framework’s evaluation and validation show the proposed framework’s feasibility and effectiveness. We conclude that the current work is beneficial in filling the identified research gap. Moreover, this research shows the significance of an adaptive interface in an Android OS-based context. In addition, it not only helps in improving the user interest and satisfaction but also enhances the overall performance of the mobile device.
In recent years, technologies have evolved towards social, universal and collaborative uses involving multiple users. However, methods and models from user centered design are focused on single-user ...design and do not take into account the impact of other users on intentions and behaviors to use the technology. The objective of this article is to provide paths of reflection on how to integrate a multi-user centered approach to existing user centered design methods and models. Each phase of user-centered design has been rethought to implement this new framework. Guidelines for moving from user experience to Multi-User eXperience (MUX) are provided. In the same way, we recommend adding a multi-user variable in the technology acceptance models to become the Multi-user Acceptance Model (MAM). User research and user testing have also been rethought to a multi-user reach and a multi-user testing. All these considerations are discussed, and lead to a proposal of a future Multi-user Centered Design (MCD) approach, specifically adapted to manage multi-user digital technology development projects. Finally, it is therefore necessary and important to direct research in the fields (acceptance, user experience, user research and user testing) to assist designers with the development of new methods of product design more respectful of social, environmental and collaborative values.
PDF
