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.
Fitbe is a technological tool that facilitates the comprehensive management of sports spaces and helps users to practice physical activity. User experience is a key aspect to take into account when ...adopting the use of technological tools. The general objective is to analyse the user experience of sports centres with the Fitbe fitness app, as well as to examine the intention to use and exercise with the app in the future according to gender, age and level of education. A sample of 174 people (53 men and 121 women) was used. The user experience questionnaire (UEQ) was used. The results showed that pragmatic qualities had higher values than hedonic qualities, with statistically significant differences according to gender and educational level. A cluster analysis identified three groups according to the level of intention to use the Fitbe tool. Developers of digital tools and applications should consider the user experience when designing such systems to improve the user experience.
Analisa as principais técnicas e métodos de pesquisa da área de Experiência do Usuário, com objetivo de identificar sua relação e aplicação no Estudo de Usuários da informação. Apresenta a linha ...evolutiva e conceitos da Experiência do Usuário e do Estudo de Usuários, apontando para os objetivos comuns que perpassam as áreas, e a importância de se considerar a pesquisa de Experiência do Usuário no planejamento do Estudo de Usuários. A metodologia utilizada apresenta uma pesquisa exploratória qualitativa do tipo bibliográfica, em fontes de informação especializadas sobre os principais temas do estudo: Experiência do Usuário e Estudo de Usuários. O levantamento empregado com a pesquisa bibliográfica resultou em um quadro referencial que apresenta as técnicas e métodos mais citados na literatura para a pesquisa de Experiência do Usuário, detalhadas por conceito/uso, vantagens e limitações. A análise das técnicas e métodos de pesquisa de Experiência do Usuário possibilita acompanhar novas tendências para a coleta de dados do Estudo de Usuários e no planejamento dos serviços de informação.
Ist das die Wallet der Zukunft? Krauß Anna-Magdalena; Sellung, Rachelle A; Kostic, Sandra
HMD. Praxis der Wirtschaftsinformatik (Internet),
01/2023, Volume:
60, Issue:
2
Magazine Article, Journal Article
Peer reviewed
Open access
ZusammenfassungHeutzutage werden digitale Identitäten oft unsicher umgesetzt und sind mit der Erstellung von vielen unterschiedlichen Accounts durch Nutzende verbunden. Das soll langfristig durch die ...Nutzung sogenannter Digital Identity Wallets verbessert werden. Diese Wallets ermöglichen die Verwaltung und Nutzung von digitalen Identitäten sowie Nachweisdokumenten. Dazu gehören unter anderem Nachweise wie der Führerschein, der Bibliotheksausweis oder auch Flugtickets. Alle diese Daten können gemeinsam in einer Wallet-App auf den Endgeräten der Nutzenden gespeichert werden. Die Nutzenden verwalten ihre Daten eigenständig und entscheiden selbst darüber, welche und wie viele Daten sie über sich preisgeben wollen.Aktuelle Forschungen zeigen allerdings, dass die bisher entwickelten Wallets Usability-Probleme aufweisen, sodass Nutzende nur schwer das Konzept dieser Wallets greifen können. Zudem weisen heutige digitale Dienstleistungen zahlreiche Hürden auf, welche den Einsatz von digitalen Identitäten erschweren.In diesem Beitrag wird basierend auf einer Wallet-Analyse und User-Experience-Anforderungen ein Konzeptvorschlag für eine nutzungsfreundlichere Wallet vorgestellt, bei der die Nutzenden im Mittelpunkt stehen. So sieht dieses Konzept einen umfangreicheren Funktionsumfang im Vergleich zu aktuellen Wallet Umsetzungen vor, mit dem Ziel die Wallet stärker den Bedürfnissen der Nutzenden anzupassen. Darunter fallen Funktionen wie die Kommunikation zwischen Wallet und Dienstanbieter ohne die Notwendigkeit des Teilens von Kontaktdaten, die Option der Dauervollmachten zur Freigabe von Daten, die Möglichkeit der Verwaltung von Daten in Vertretung anderer Personen sowie die Organisation der eigenen Daten.
The user experience (UX) is an emerging field in user research and design, and the development of UX evaluation methods presents a challenge for both researchers and practitioners. Different UX ...evaluation methods have been developed to extract accurate UX data. Among UX evaluation methods, the mixed-method approach of triangulation has gained importance. It provides more accurate and precise information about the user while interacting with the product. However, this approach requires skilled UX researchers and developers to integrate multiple devices, synchronize them, analyze the data, and ultimately produce an informed decision. In this paper, a method and system for measuring the overall UX over time using a triangulation method are proposed. The proposed platform incorporates observational and physiological measurements in addition to traditional ones. The platform reduces the subjective bias and validates the user's perceptions, which are measured by different sensors through objectification of the subjective nature of the user in the UX assessment. The platform additionally offers plug-and-play support for different devices and powerful analytics for obtaining insight on the UX in terms of multiple participants.
BackgroundNext-generation wearable wristband devices are emerging. Physiology results from these are based on machine-learning derived algorithm’s interpreting changes in photoplethysmography (PPG) ...signals to derive reported heart rate (HR), respiratory rate (RR) and oxygen saturations (SpO2), with bluetooth-cloud platform-based connectivity. There are a number of clinical use cases where the ability to accurately remotely monitor respiratory patient’s HR, RR and SpO2 would be of potential value. Patient and clinical user testing, and benchmarking of accuracy of physiology measurements vs established sensors is required.Methods26 consenting patients attending for in-hospital polysomnography or home polygraphy (Somnomedics, SMed) wore the Wavelet (WaveletHealth) PPG wristband simultaneously for one night. PPG data was sampled over 1 minute periods in 5 minute cycles. HR, RR and SpO2 from PPG and SMed sensors were compared in subjects with successful data returns at time matched points.ResultsUser experience feedback with Wavelet wearable was notable for problems with wristband fixation, reliability of data recording and reliability of Bluetooth connection/data upload. Device connectivity problems resulted in failed PPG recording in 15 of 26 patients. Comparisons between the Wavelet data and reference sensor showed no statistically significant difference for RR (p=0.523) but did for HR and SpO2 (p<0.001 for both). Bland-Altman plots revealed infrequent but significant outliers in PPG-HR comparisons, poor agreement of PPG-RR with SMed data at lower respiratory rates and systematic overestimation of PPG-SpO2 by the Wavelet. Each metric shows variation outside a clinically acceptable range.ConclusionsThe results from this study suggest that wearable sensor technology for HR, RR and SpO2 remote-monitoring is not yet mature. Further work is required to optimise data acquisition and refine data processing algorithms before actionable insights can be gained. Ongoing collaboration between technology developers and clinicians – to provide real world experience and routine clinical data for algorithm training – is required.Abstract P129 Figure 1Bland-Altman plots of Wavelet vs SMed measurements
This research aims to provide a comprehensive analysis of the User Experience (UX) components within the KAI Access platform framework, with a particular focus on the need to evaluate the platform's ...UX. This evaluation is very important because of the emergence of user complaints and usability problems in the KAI Access application rating on the Appstore and Playstore which can affect user satisfaction and overall user engagement. This study leverages insights from previous research in UX analysis, particularly in transportation applications, it identifies key areas for improvement. It implements best practices to ensure a smooth and intuitive user experience. Leveraging frameworks and theories from the field of UX design, the methodological approach revolves around conducting UEQ surveys to comprehensively understand user behavior and interactions. Through systematic evaluation, this research assesses the UX dynamics of the KAI Access system, by carefully examining the strengths, weaknesses, and areas that require improvement to increase user satisfaction and system usability. This research succeeded in showing that the KAI Access platform has good performance in terms of efficiency and reliability. However, from the evaluation there are deficiencies in various areas such as user interface design and interactive responsiveness which are shown in the discussion results indicating the potential for increasing user satisfaction and system usability through pragmatic improvements. Additionally, this paves the way for future research to explore the impact of these improvements on user satisfaction and consider the integration of new technologies for a richer user experience.
This article explores how entrepreneurs engage users in innovation in order to identify collaboration opportunities between entrepreneurship and technical and professional communication (TPC) ...scholars interested in user experience (UX). This article surveyed American entrepreneurs (N = 100) asking when and how they involve users in product development. The results suggest that most entrepreneurs do engage users to drive innovation and understand their markets, but do so largely through informal means. Our research suggests that UX can serve as a connection point for TPC scholars and entrepreneurs, especially if TPC emphasizes the role of UX in innovation and offers entrepreneurs efficient yet reliable user-research methodologies.
Displays with panels larger than 30 inches are being provided to workers in corporate settings at an increasing rate. Additionally, some models are offered that have curved panels. This field study ...was designed to observe user selected position of 34 inch curved and flat displays and determine if there are positioning, user experience and satisfaction differences between pre-presbyopes and presbyope workers who have multifocal vision correction. The results indicate that participants position larger displays a little farther away than displays with a less than 30 inch diagonal. Newer, larger displays did not reduce reports of eye discomfort, but they did significantly reduce reports of neck and shoulder discomfort. Study participants preferred working with the curved display compared to the large flat display.
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