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Designing a conversational agent to promote teamwork and collaborative practices using design thinking: An explorative study on user experiences

Appearance, voice features, and communication style affect users trust in conversational agents (chatbots), but few studies have assessed what features users like and dislike. Using design thinking, we developed Susa, a conversational agent, to help workplaces promote teamwork and collaborative prac...

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Autores principales: Skov, Sofie Smedegaard, Andersen, Josefine Ranfelt, Lauridsen, Sigurd, Bab, Mads, Bundsbæk, Marianne, Nielsen, Maj Britt Dahl
Formato: Online Artículo Texto
Lenguaje:English
Publicado: Frontiers Media S.A. 2022
Materias:
Acceso en línea:https://www.ncbi.nlm.nih.gov/pmc/articles/PMC9593076/
https://www.ncbi.nlm.nih.gov/pubmed/36304869
http://dx.doi.org/10.3389/fpsyg.2022.903715
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author Skov, Sofie Smedegaard
Andersen, Josefine Ranfelt
Lauridsen, Sigurd
Bab, Mads
Bundsbæk, Marianne
Nielsen, Maj Britt Dahl
author_facet Skov, Sofie Smedegaard
Andersen, Josefine Ranfelt
Lauridsen, Sigurd
Bab, Mads
Bundsbæk, Marianne
Nielsen, Maj Britt Dahl
author_sort Skov, Sofie Smedegaard
collection PubMed
description Appearance, voice features, and communication style affect users trust in conversational agents (chatbots), but few studies have assessed what features users like and dislike. Using design thinking, we developed Susa, a conversational agent, to help workplaces promote teamwork and collaborative practices. Design thinking prioritizes co-creation and multidisciplinary teamwork to develop innovative solutions to complex problems. The aim of this qualitative study was to explore users’ interactions with and reactions toward Susa and explain how we used user inputs to adapt and refine the first prototype. The employees and managers from four workplaces participated in three workshops to test and refine the agent. We applied an explorative thematic analysis of data collected via video recordings of the workshops. The results of the analyses revealed that visual identity, communication style and personality was important for acceptability. Users favored a more human like agent that primarily communicated with the team via text messages. Users disliked emoticons and humor because these features clashed with the seriousness of the topic. Finally, users highlighted that Susa helped structure organizational change processes, develop concrete action plans, and stay on track. It is a weakness that Susa is a simple robot based on a preprogrammed script that does not allow users to adapt the process.
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spelling pubmed-95930762022-10-26 Designing a conversational agent to promote teamwork and collaborative practices using design thinking: An explorative study on user experiences Skov, Sofie Smedegaard Andersen, Josefine Ranfelt Lauridsen, Sigurd Bab, Mads Bundsbæk, Marianne Nielsen, Maj Britt Dahl Front Psychol Psychology Appearance, voice features, and communication style affect users trust in conversational agents (chatbots), but few studies have assessed what features users like and dislike. Using design thinking, we developed Susa, a conversational agent, to help workplaces promote teamwork and collaborative practices. Design thinking prioritizes co-creation and multidisciplinary teamwork to develop innovative solutions to complex problems. The aim of this qualitative study was to explore users’ interactions with and reactions toward Susa and explain how we used user inputs to adapt and refine the first prototype. The employees and managers from four workplaces participated in three workshops to test and refine the agent. We applied an explorative thematic analysis of data collected via video recordings of the workshops. The results of the analyses revealed that visual identity, communication style and personality was important for acceptability. Users favored a more human like agent that primarily communicated with the team via text messages. Users disliked emoticons and humor because these features clashed with the seriousness of the topic. Finally, users highlighted that Susa helped structure organizational change processes, develop concrete action plans, and stay on track. It is a weakness that Susa is a simple robot based on a preprogrammed script that does not allow users to adapt the process. Frontiers Media S.A. 2022-10-11 /pmc/articles/PMC9593076/ /pubmed/36304869 http://dx.doi.org/10.3389/fpsyg.2022.903715 Text en Copyright © 2022 Skov, Andersen, Lauridsen, Bab, Bundsbæk and Nielsen. https://creativecommons.org/licenses/by/4.0/This is an open-access article distributed under the terms of the Creative Commons Attribution License (CC BY). The use, distribution or reproduction in other forums is permitted, provided the original author(s) and the copyright owner(s) are credited and that the original publication in this journal is cited, in accordance with accepted academic practice. No use, distribution or reproduction is permitted which does not comply with these terms.
spellingShingle Psychology
Skov, Sofie Smedegaard
Andersen, Josefine Ranfelt
Lauridsen, Sigurd
Bab, Mads
Bundsbæk, Marianne
Nielsen, Maj Britt Dahl
Designing a conversational agent to promote teamwork and collaborative practices using design thinking: An explorative study on user experiences
title Designing a conversational agent to promote teamwork and collaborative practices using design thinking: An explorative study on user experiences
title_full Designing a conversational agent to promote teamwork and collaborative practices using design thinking: An explorative study on user experiences
title_fullStr Designing a conversational agent to promote teamwork and collaborative practices using design thinking: An explorative study on user experiences
title_full_unstemmed Designing a conversational agent to promote teamwork and collaborative practices using design thinking: An explorative study on user experiences
title_short Designing a conversational agent to promote teamwork and collaborative practices using design thinking: An explorative study on user experiences
title_sort designing a conversational agent to promote teamwork and collaborative practices using design thinking: an explorative study on user experiences
topic Psychology
url https://www.ncbi.nlm.nih.gov/pmc/articles/PMC9593076/
https://www.ncbi.nlm.nih.gov/pubmed/36304869
http://dx.doi.org/10.3389/fpsyg.2022.903715
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