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Voice user interfaces (VUIs) offer an intuitive, fast and convenient way for humans to interact with machines and computers. Yet, whether they’ll be truly successful and find widespread uptake in the near future depends on the user experience (UX) they offer. With this survey-based study (n = 108), we aim to identify the major annoyances German voice assistant users are facing in voice-driven human-computer interactions. The results of our questionnaire show that irritations appear in six categories: privacy issues, unwanted activation, comprehensibility, response quality, conversational design and voice characteristics. Our findings can help identify key areas of work to optimize voice user experience in order to achieve greater adaptation of the technology. In addition, they can provide valuable information for the further development and standardization of voice user experience (VUX) research.
As a university it is more and more difficult to reach all target groups equally. Common problems like information overload, numerous institutions with same focuses or multi-channel-communication make it hard to gain the attention of the target group. This paper is four-fold: we present an overview of the state of art and the importance of the study (I), based on which we highlight the approach to user experience analysis. First, we identified the irritations in the course of an expert evaluation (II) and verified them within the test, including the target groups (III). Finally, based on the results, we were able to pro-vide recommendations for action to improve the UX and to be used for the conception of an intranet (IV).
Medical devices accompany our everyday life and come across in situations of worse condition, in significant moments concerning the health or during routine checkups. To ensure flawless operations and error-free results it is essential to test applications and devices. High risks for patient’s health come with operating errors [33] so that the presented research project, called Professional UX, identifies signals and irritations caused by the interaction with a certain device by analyzing mimic, voice and eye tracking data during user experience tests. Besides, this paper will provide information on typical errors of interactive applications which are based on an empirical lab-based survey and the evaluated results achieved. The pictured proceeding of user experience tests and the following analysis can also be applied to other fields and serves as a support for the optimization of products and systems.
In order to attract new students, German universities must provide quick and easy access to relevant information. A chatbot can help increase the efficiency in academic advising for prospective students. In this study we evaluate the acceptance and effects of chatbots in German student-university communication. We conducted a qualitative UX-Study with the chatbot prototype of Offenburg University of Applied Sciences (HSO), in order to determine which features are particularly relevant and which requirements are made by the users. The results show that acceptance increases if the chatbot offers quick and adequate assistance, furthermore, our participants preferred an informal communication style and valued friendly and helpful personality traits for chatbots.
Conversion-Killer in Onlineshops - Identifikation von Kundenorientierung anhand von Mimikindikatoren
(2018)
Mimik als Ausdrucksform von Emotionen ist, seitdem es die Menschheit gibt, ein zentrales Verständigungsmittel in der Kommunikation. Da das Gegenüber in der Interaktion heute in vielen Situationen des täglichen Lebens eine Maschine ist, wäre es vorstellbar, dass die Mimik als Emotionsträger und Kommunikationsmittel seine Bedeutung verliert. Dies ist ein Irrtum: In der vorliegenden Untersuchung wird im Rahmen einer umfassenden Studie festgestellt, dass Mimik von der menschlichen Kommunikation schwer trennbar ist und auch in der Interaktion mit Maschinen unvermindert auftritt. Diese Erkenntnis kann Unternehmen helfen, den Mensch-Maschine-Dialog genau zu analysieren, um erfolgsmindernde Kundenirritationen zu eliminieren und die Abläufe optimal auf die Bedürfnisse der Nutzer anpassen zu können.
Emotionen sind Teil jedes menschlichen Wesens: Sie begleiten Konsumenten und Konsumentinnen durch alle Alltagssituationen – auch und insbesondere bei Kaufentscheidungen. Jedoch war es bisher nur bedingt möglich, diese Emotionen im Dialogmarketing genau zu erfassen und zu interpretieren. Die innovative Customer Experience Tracking Methode der Hochschule Offenburg ermöglicht eine verzerrungsreduzierte Messung und Auswertung von Kundenemotionen, die vor, während und nach der Benutzerinteraktion mit Dialogmarketingaktivitäten auftreten. Aus den im Labor oder im Feld gewonnenen Untersuchungsergebnissen lassen sich konkrete Handlungsempfehlungen ableiten, um Dialogmarketingangebote im Offline-, Online- oder crossmedialen Bereich optimal auf die Bedürfnisse und Erwartungen der Kunden und Kundinnen auszurichten.
Emotionen sind Teil jedes menschlichen Wesens: Sie begleiten Konsumenten und Konsumentinnen durch alle Alltagssituationen – auch und insbesondere bei Kaufentscheidungen. Jedoch war es bisher nur bedingt möglich, diese Emotionen im Dialogmarketing genau zu erfassen und zu interpretieren. Die innovative Customer Experience Tracking Methode der Hochschule Offenburg ermöglicht eine verzerrungsreduzierte Messung und Auswertung von Kundenemotionen, die vor, während und nach der Benutzerinteraktion mit Dialogmarketingaktivitäten auftreten. Aus den im Labor oder im Feld gewonnenen Untersuchungsergebnissen lassen sich konkrete Handlungsempfehlungen ableiten, um Dialogmarketingangebote im Offline-, Online- oder crossmedialen Bereich optimal auf die Bedürfnisse und Erwartungen der Kunden und Kundinnen auszurichten.
As one result of the digital transformation in the automotive industry, new digital business models comprising software-based solutions are demanded by OEMs. To adequately meet these new requirements, automotive suppliers implement interdisciplinary roles – called Customer Solution Designers. However, due to the novelty, the Customer Solution Design research field is not yet well developed, neither in theory nor in practice. Besides giving an overview of the current state of the Customer Solution Design research field, the core of this paper is two-fold: Based on the conduction of 14 guided expert interviews with selected experts of a large German automotive supplier, we establish a uniform understanding of the Customer Solution Design role by using the Role Model Canvas (I). In addition, a case study strategy comprising two software-based projects, which are executed by a large German automotive supplier, is used to derive a common approach for Customer Solution Design in the context of an agile business framework (II).
Defining Recrutainment: A Model and a Survey on the Gamification of Recruiting and Human Resources
(2017)
Recrutainment, is a hybrid word combining recruiting and entertainment. It describes the combination of activities in human resources and gamification. Concepts and methods from game design are now used to assess and select future employees. Beyond this area, recrutainment is also applied for internal processes like professional development or even marketing campaigns. This paper’s contribution has four components: (1) we provide a conceptual background, leading to a more precise definition of recrutainment; (2) we develop a new model for analyzing solutions in recrutainment; (3) we present a corpus of 42 applications and use the new model to assess their strengths and potentials; (4) we provide a bird’s eye view on the state of the art in recrutainment and show the current weighting of gamification and recruiting aspects.