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Bank and trust – two words but one meaning in customers’ minds. When interacting with financial service providers, customers are consistently looking for “trust signals” that comfort their decisions and “distrust signals” which create doubt. Therefore, service providers need a deep understanding of the customers’ requirements and wishes. To identify trust and distrust signals, we combine established user experience research methods with a new testing procedure to gain helpful recommendations for optimizing the online appearance of banks. The contribution is divided into three parts: Firstly, we investigate current approaches in the financial service industry. Secondly, we provide a corpus describing the relationship between the customers’ perception of a bank’s website and trust. Thirdly, an empirical study based on qualitative user experience testing with banking website customers shows the value gained by optimizing the banks’ virtual interface by enhancing “trust signals” and avoiding “distrust signals”.
With our society moving towards Industry 4.0, an increasing number of tasks and procedures in manual workplaces are augmented with a digital component. While the research area of Internet-of-Things focuses on combining physical objects with their digital counterpart, the question arises how the interface to human workers should be designed in such Industry 4.0 environments. The project motionEAP focuses on using Augmented Reality for creating an interface between workers and digital products in interactive workplace scenarios. In this paper, we summarize the work that has been done in the motionEAP project over the run-time of 4 years. Further, we provide guidelines for creating interactive workplaces using Augmented Reality, based on the experience we gained.
Due to the increasing aging of the population, the number of elderly people requiring care is growing in most European countries. However, the number of caregivers working in nursing homes and on daily care services is declining in countries like Germany or Italy. This limits the time for interpersonal communication. Furthermore, as a result of the Covid-19 pandemic, social distancing during contact restrictions became more important, causing an additional reduction of personal interaction. This social isolation can strongly increase emotional stress. Robotic assistance could contribute to addressing this challenge on three levels: (1) supporting caregivers to respond individually to the needs of patients and residents in nursing homes; (2) observing patients’ health and emotional state; (3) complying with high hygiene standards and minimizing human contact if required. To further the research on emotional aspects and the acceptance of robotic assistance in care, we conducted two studies where elderly participants interacted with the social robot Misa. Facial expression and voice analysis were used to identify and measure the emotional state of the participants during the interaction. While interpersonal contact plays a major role in elderly care, the findings reveal that robotic assistance generates added value for both caregivers and patients and that they show emotions while interacting with them.
Loneliness, an emotional distress caused by the lack of meaningful social connections, has been increasingly affecting university students who need to deal with everyday situations in a new setting, especially those who have come from abroad. Currently there is little work on digital solutions to reduce loneliness. Therefore, this work describes the general design considerations for mobile apps in this context and outlines a potential solution. The mobile app Noneliness is used to this end: it aims to reduce loneliness by creating social opportunities through a quest-based gamified system in a secure and collaborative network of local users. The results of initial evaluations with the target audience are described. The results informed a user interface redesign as well as a review of the features and the gamification principles adopted.
Digital, virtual environments and the metaverse are rapidly taking shape and will generate disruptive changes in the areas of ethics, privacy, safety, and how the relationships between human beings will be developed. To uncover some of some of the implications that will impact those areas, this study investigates the perceptions of 101 younger people from the generations Y and Z. We present a first exploratory analysis of the findings, focusing on knowledge and self-perception. Results show that these young generations are seriously doubting their knowledge on the metaverse and virtual worlds – regarding both the definition and the usage. It is interesting to see only a medium confidence level, considering that the participants are young and from an academic environment, which should increase their interest in and the affinity towards virtual worlds. Males from both generations perceive themselves as significantly more knowledgeable than females. Regarding a fitting definition, almost 40% agreed on the metaverse as a “universal and immersive virtual world that is made accessible using virtual reality and augmented reality technologies”. Regarding the topic in general, several participants (almost 40%) considered themselves sceptics or “just” users (38%). Interestingly, generation Y participants were more likely than the younger generation Z participants to identify themselves as early adopters or innovators. In result, the considerable amount of “mixed feelings” regarding digital, virtual environments and the metaverse shows that in-depth studies on the perception of the metaverse as well as its ethical and integrity implications are required to create more accessible, inclusive, safe, and inclusive digital, virtual environments.
This work documents the rising acceptance of social robots for healthcare as well as their growing economic potential from 2017 to 2021. The comparison is based on two studies in the active assisted living (AAL) community. We first provide a brief overview of social robotics and a discussion of the economic potential of social health robots. We found that, despite the huge potential for robotic support in healthcare and domestic routines, social robots still lack the functionality to access that potential. At the same time, the study exemplifies a rise in acceptance: all health-related activities are more accepted in 2021 when in 2017, most of them with high statistical significance. When investigating the economic perspective, we found that persons are aware of the influence of cultural, spiritual, or religious beliefs. Most experts (57%), having a European background, expect the state or the government to be the key driver for establishing social robots in health and significantly prefer leasing or renting a social health robot to buying one. Nevertheless, we speculate that it might be a global financial elite which is first to adopt social robots.
Social robots are robots interacting with humans not only in collaborative settings, but also in personal settings like domestic services and healthcare. Some social robots simulate feelings (companions) while others just help lifting (assistants). However, they often incite both fascination and fear: what abilities should social robots have and what should remain exclusive to humans? We provide a historical background on the development of robots and related machines (1), discuss examples of social robots (2) and present an expert study on their desired future abilities and applications (3) conducted within the Forum of the European Active and Assisted Living Programme (AAL). The findings indicate that most technologies required for the social robots' emotion sensing are considered ready. For care robots, the experts approve health-related tasks like drawing blood while they prefer humans to do nursing tasks like washing. On a larger societal scale, the acceptance of social robots increases highly significantly with familiarity, making health robots and even military drones more acceptable than sex robots or child companion robots for childless couples. Accordingly, the acceptance of social robots seems to decrease with the level of face-to-face emotions involved.
Interaction and capturing information from the surrounding is dominated by vision and hearing. Haptics on the other side, widens the bandwidth and could also replace senses (sense switching) for impaired. Haptic technologies are often limited to point-wise actuation. Here, we show that actuation in two-dimensional matrices instead creates a richer input. We describe the construction of a full-body garment for haptic communication with a distributed actuating network. The garment is divided into attachable-detachable panels or add-ons that each can carry a two dimensional matrix of actuating haptic elements. Each panel adds to an enhanced sensoric capability of the human- garment system so that together a 720° system is formed. The spatial separation of the panels on different body locations supports semantic and theme-wise separation of conversations conveyed by haptics. It also achieves directional faithfulness, which is maintaining any directional information about a distal stimulus in the haptic input.
For e-commerce retailers it is crucial to present their products both informatively and attractively. Virtual reality (VR) systems represent a new marketing tool that supports customers in their decision-making process and offers an extraordinary product experience. Despite these advantages, the use of this technology for e-commerce retailers is also associated with risks, namely cybersickness. The aim of the study is to investigate the occurrence of cybersickness in the context of the customer’s perceived enjoyment and the perceived challenge of a VR product presentation. Based on a conceptual research framework, a laboratory study with 533 participants was conducted to determine the influence of these factors on the occurrence of cybersickness. The results demonstrate that the perceived challenge has a substantially stronger impact on the occurrence of cybersickness, which can only be partially reduced by perceived enjoyment. When realizing VR applications in general and VR product presentations in particular, e-commerce retailers should therefore first minimize possible challenges instead of focusing primarily on entertainment aspects of such applications.
This work demonstrates the potentials of procedural content generation (PCG) for games, focusing on the generation of specific graphic props (reefs) in an explorer game. We briefly portray the state-of-the-art of PCG and compare various methods to create random patterns at runtime. Taking a step towards the game industry, we describe an actual game production and provide a detailed pseudocode implementation showing how Perlin or Simplex noise can be used efficiently. In a comparative study, we investigate two alternative implementations of a decisive game prop: once created traditionally by artists and once generated by procedural algorithms. 41 test subjects played both implementations. The analysis shows that PCG can create a user experience that is significantly more realistic and at the same time perceived as more aesthetically pleasing. In addition, the ever-changing nature of the procedurally generated environments is preferred with high significance, especially by players aged 45 and above.