Measuring User Experience Inclusivity in Human-AI Interaction via Five User Problem-Solving Styles
ACM Transactions on Interactive Intelligent Systems(2021)
摘要
Motivations: Recent research has emerged on generally how to improve AI
product user experiences, but relatively little is known about an AI product's
inclusivity. For example, what kinds of users does it support well, and who
does it leave out? And what changes in the product would make it more
inclusive?
Objectives: Our overall objective is to help fill this gap, investigating
what kinds of diverse users an AI product leaves out, and how to act upon that
knowledge. To bring actionability to our findings, we focus on users' diversity
of problem-solving attributes. Thus, our specific objectives were: (1) to
reveal whether participants with diverse problem-solving styles were left
behind in a set of AI products; and (2) to relate participants' problem-solving
diversity to their demographic diversity, specifically, gender and age.
Methods: We performed 18 experiments, discarding two that failed manipulation
checks. Each experiment was a 2x2 factorial experiment with online
participants. Each experiment compared two AI products: one deliberately
violating an HAI guideline and the other applying the guideline. For our first
objective, we analyzed how much each AI product gained/lost inclusivity
compared to its counterpart, where inclusivity was supportiveness to
participants with particular problem-solving styles. For our second objective,
we analyzed how participants' problem-solving styles aligned with their
demographics, namely their genders and ages.
Results Implications: Participants' diverse problem-solving styles revealed
six types of inclusivity results: (1) the AI products that followed an HAI
guideline were almost always more inclusive across diversity of problem-solving
styles than the products that did not follow that guideline-but the "who" that
got most of the inclusivity varied widely by guideline and by problem-solving
style...
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