User Experience of Voice Assistants: Exploration of Anticipatory Assistance with Augmented Sensitivity to Usage Environments' Context

Abstract : Nowadays, voice assistants are being introduced to a growing number of usage environments. However, their performance is not fully adapted to these various environments’ context. This has hampered users’ interaction with the assistants and thwarted an inclusive experience. Furthermore, voice assistants’ development has generated services which are not always tuned to users’ needs and expectation. This has endangered the role of voice assistants and their utility. Thus, there is a necessity to weigh users back in the process to create appropriate experience. In this thesis, users, usage environments and the role of voice assistants pedestal the user experience perspective. First, current voice assistant users’ interaction with voice assistants is studied; their experience perceived through such interaction is investigated; improvable elements within the interaction are also analysed. Second, potential ways of augmenting voice assistants’ capabilities are explored; experiments are conducted on the experience design around such augmented voice assistants while considering holistically users’ aspect, voice assistant development, and usage environments. Finally, through engaging with current voice assistant users and taking a collaborative design approach, concepts related to augmenting voice assistants’ performance through anticipatory assistance are proposed for enriching users’ experience; prototypes focusing more specifically on the commute environment are created.
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https://dumas.ccsd.cnrs.fr/dumas-01981716
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Ka Hei Cheung. User Experience of Voice Assistants: Exploration of Anticipatory Assistance with Augmented Sensitivity to Usage Environments' Context. Library and information sciences. 2018. ⟨dumas-01981716⟩

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