TY - GEN
T1 - "What can i help you with?"
T2 - 19th International Conference on Human-Computer Interaction with Mobile Devices and Services, MobileHCI 2017
AU - Cowan, Benjamin R.
AU - Pantidi, Nadia
AU - Coyle, David
AU - Morrissey, Kellie
AU - Clarke, Peter
AU - Al-Shehri, Sara
AU - Earley, David
AU - Bandeira, Natasha
N1 - Publisher Copyright:
© 2017 Association for Computing Machinery.
PY - 2017/9/4
Y1 - 2017/9/4
N2 - Intelligent Personal Assistants (IPAs) are widely available on devices such as smartphones. However, most people do not use them regularly. Previous research has studied the experiences of frequent IPA users. Using qualitative methods we explore the experience of infrequent users: people who have tried IPAs, but choose not to use them regularly. Unsurprisingly infrequent users share some of the experiences of frequent users, e.g. frustration at limitations on fully hands-free interaction. Significant points of contrast and previously unidentified concerns also emerge. Cultural norms and social embarrassment take on added significance for infrequent users. Humanness of IPAs sparked comparisons with human assistants, juxtaposing their limitations. Most importantly, significant concerns emerged around privacy, monetization, data permanency and transparency. Drawing on these findings we discuss key challenges, including: designing for interruptability; reconsideration of the human metaphor; issues of trust and data ownership. Addressing these challenges may lead to more widespread IPA use.
AB - Intelligent Personal Assistants (IPAs) are widely available on devices such as smartphones. However, most people do not use them regularly. Previous research has studied the experiences of frequent IPA users. Using qualitative methods we explore the experience of infrequent users: people who have tried IPAs, but choose not to use them regularly. Unsurprisingly infrequent users share some of the experiences of frequent users, e.g. frustration at limitations on fully hands-free interaction. Significant points of contrast and previously unidentified concerns also emerge. Cultural norms and social embarrassment take on added significance for infrequent users. Humanness of IPAs sparked comparisons with human assistants, juxtaposing their limitations. Most importantly, significant concerns emerged around privacy, monetization, data permanency and transparency. Drawing on these findings we discuss key challenges, including: designing for interruptability; reconsideration of the human metaphor; issues of trust and data ownership. Addressing these challenges may lead to more widespread IPA use.
KW - Intelligent personal assistants
KW - Privacy
KW - Speech interfaces
KW - Trust
KW - User experience
UR - https://www.scopus.com/pages/publications/85030315856
U2 - 10.1145/3098279.3098539
DO - 10.1145/3098279.3098539
M3 - Conference proceeding
AN - SCOPUS:85030315856
T3 - Proceedings of the 19th International Conference on Human-Computer Interaction with Mobile Devices and Services, MobileHCI 2017
BT - Proceedings of the 19th International Conference on Human-Computer Interaction with Mobile Devices and Services, MobileHCI 2017
PB - Association for Computing Machinery, Inc
Y2 - 4 September 2017 through 7 September 2017
ER -