Human-Computer Interaction in the Digital Economy
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ItemVirtual Visitation: Conceptualization and Metrics for Digital Twinning of Large Interactive Social Events( 2021-01-05)The COVID-19 pandemic has accelerated a move towards digital engagement in many parts of life. At the same time, it has halted large public gatherings such as music, sports or arts events. In this paper we discuss opportunities for such large-scale social events to create digital experiences that mirror, mimic or enhance traditional experiences, with new forms of digital twinning. Originating from the world of manufacturing, and popularized by the Industry 4.0 initiative, digital twins refer to the creation of digital representations of physical entities. In the context of large social events digital twins denote digital spaces inhabitable by visitors with their own digital twins in the form of avatars. In this paper we investigate how event coordinators can account for different kinds of social engagements in digital twinning spaces. We develop a framework for user interactions along two dimensions: interactions with the space itself, and social interactions between virtual visitors (avatars). Accounting for virtual visitations is more challenging but offers unique opportunities compared to traditional attendance. We present four new metrics, Views, Visits, Engagement, and Involvement, and we discuss considerations for implementing advanced digital social events.
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ItemThe Roles of Digital Exhibition in Enhancing Immersive Experience and Purchase Intention( 2021-01-05)Museums in modern society serve to a broader public than their early predecessors. In response to such transition, many art museums now open digital exhibitions to provide immersive experience and maximize user interaction. This paper focuses on two such features – animated image and storytelling description – and their effect on museum visitors’ immersive experience, which in turn influences willingness-to-pay price premium (WTP). Our results indicate that animated images and storytelling description have both individual and interaction effects on immersive experience as well as WTP. This paper contributes to both the IS literature and practice by providing a systematic understanding of how digital exhibition features enhance museum visitors’ immersive experience and purchase intention.
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ItemThe Effect of Operating in Many Realities on Memory: An Experiment on Memory Recognition in Extended Realities( 2021-01-05)Extended reality (XR) such as VR and AR have been increasingly adopted across domains in cognitively challenging activities such as learning, shopping, and gaming among others. There are a few concerns about the inferior cognitive affordance of XR-mediated functioning, e.g., with respect to memory retention. For better understanding how different XR technologies influence memory performance (e.g., recognition), we examine the effects of VR and AR -mediation on the ability to remember (i.e., recognize afterward) text and image-based information based on a 2 × 2 between-subject experiment (n = 155). The results indicate that VR had a negative main effect on text-based information recognition but no effect on image-based information recognition. AR had no significant main effect on the recognition of either information types. Overall, the findings as further supported by the interaction effects analysis, suggest that for memory recognition, it is always best to have a fully physical (no-AR & no-VR) or fully digital environment (AR & VR) compared to having either VR or AR alone.
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ItemSubjectively Experienced Time and User Satisfaction: An Experimental Study of Progress Indicator Design in Mobile Application( 2021-01-05)In the user’s interaction with systems, waiting and interruptions often constitute a source of negative experiences. However, system response time can be difficult or impossible to control, due to for example poor internet connection. This study explores “subjective experienced time”, which refers to the users’ assessment of system response timeliness. The aim of this study is to gain increased knowledge of user satisfaction and subjectively experienced time in interaction with mobile applications. Thirty participants used and evaluated three mobile applications, containing unique stimuli in progress indicators. The results show correlation between progress indicators’ degree of feedback and the subjectively experienced time and user satisfaction. Contributions include increased insight into the somewhat complex connection between the degree of feedback, subjectively experienced time and user satisfaction, as well as design implications for user-centred design.
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ItemMoney vs. Social Life: Why People Choose Not to Use Facebook Messenger Payment( 2021-01-05)As money and mobile P2P payment experiences have become an emerging research agenda in HCI, prior studies have focused on the factors that promote the use of P2P payment services as well as related design implications. Yet, few have investigated why people decide not to use such services (e.g., technology non-use) and how people perceive the increasing trend of integrating P2P payments with social media services. To explore these issues, we identified factors that hindered people from using Facebook Messenger payment and their perceptions of integrating of P2P payments with social media based on 158 social media posts and eight interviews. This study not only extends our existing understanding of technology non-use through the lens of Facebook payment but also helps HCI researchers and designers innovate emerging financial technologies and better understand the global phenomenon of all-in-one design.
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ItemIs Making Mistakes Human? On the Perception of Typing Errors in Chatbot Communication( 2021-01-05)The increasing application of Conversational Agents (CAs) changes the way customers and businesses interact during a service encounter. Research has shown that CA equipped with social cues (e.g., having a name, greeting users) stimulates the user to perceive the interaction as human-like, which can positively influence the overall experience. Specifically, social cues have shown to lead to increased customer satisfaction, perceived service quality, and trustworthiness in service encounters. However, many CAs are discontinued because of their limited conversational ability, which can lead to customer dissatisfaction. Nevertheless, making errors and mistakes can also be seen as a human characteristic (e.g., typing errors). Existing research on human-computer interfaces lacks in the area of CAs producing human-like errors and their perception in a service encounter situation. Therefore, we conducted a 2x2 online experiment with 228 participants on how CAs typing errors and CAs human-like behavior treatments influence user’s perception, including perceived service quality.
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ItemInformation Design for Personas in Four Professional Domains of User Experience Design, Healthcare, Market Research, and Social Media Strategy( 2021-01-05)Practitioners in user-centric industries have increasingly recognized the applicability of personas. However, the methods used to create personas in different domains remain inconsistent and unsystematic. We analyzed 51 studies focused on designing personas for professional purposes and found the practice most prevalent in the user experience design, healthcare, market research, and social media strategy domains. Within these domains, user experience design personas are characterized by their focus on user activity goals, health personas on medical patients’ physical symptoms, market research personas on customers’ lifestyles, and social media strategy personas on interactions within and between online communities. We identify and compare the elements in the personas. Based on these, we provide guidelines for professionals interested in developing personas for understanding barriers to positive user experience, recruiting users, and building online communities, including how to represent persona details related to lifestyle and health, contexts of product usage, and scaling of online data.
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ItemHow to Conquer One’s Weaker Self: Do Autonomy Affordance Increase Goal Performance and Well-being?( 2021-01-05)Positive self-tracking technologies support users in conducting personal analytics and, hence, aim to foster their users’ goal attainment and well-being. A driver for these two is the experience of autonomy which can be afforded by self-tracking IS. In this paper, we examine the influence of autonomy affordance provided by self-tracking IS as well as their actualization on goal performance and well-being. For this purpose, empirical data was collected in a field experiment using a self-developed mobile self-tracking application. The results of a path analysis indicate that the mere provision of autonomy affordance is positively linked to well-being and that their actualization positively affects goal performance, in turn improving well-being. Contributing to design knowledge in positive computing and self-tracking IS as well as Affordance Theory, we find that the design of self-tracking IS should provide autonomy affordance to further both their users' goal performance and well-being.
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ItemEmotion-based IS support for Customer-Salesperson Interaction( 2021-01-05)While e-commerce is experiencing increasing sales, stationary retail is losing customers. One way to address this problem is to digitally support the advantages of stationary retail and offer new services to the customer. Following a Design Science Research approach, we present two consecutive design cycles in which we propose an emotion-based information system (IS) to support the interaction between customers and sales personnel. Design cycle 1 focuses on generating design knowledge in form of design guidelines, while design cycle 2 aims to exert them into a specific expository instantiation in order to evaluate them. In an increasingly digital world with changing customers, this contribution shows that emotions might be a key element in the design of valuable IS-supported interactions. Hereby we address the identified lack of literature on emotion-based ISs in the stationary retail sector.
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