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Lack of multimedia tools in intervention support for running systems
Abstract
Engrafting support staff into dialogues between users and customer
support systems can compensate for system design flaws. Further, such dialogues can give grounds for system development. This article surveys the levels of interactivity of user support systems, where overt or covert support agents take an active part in the communication between a customer and a system. The main purpose is to demonstrate the prevailing lack of multimedia outputs in the tools supporting human intervention in systems with a graphical user interface (GUI). This is followed by an account of experimentation with
human support engrafted in a web system that has a fuller range of GUI expression. The experiment explores the possibility of using multimedia in intervention in human-computer interaction and how such intervention can be built when it is not yet part of the augmented system.
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This paper studies the frequency and distribution of filled pauses (FPs) in ecologically valid data where unaware and authentic customers called in to report problems with their telephony and/or Internet services and were met by a novel Wizard-of-Oz paradigm using real call center agents as wizards. The data analyzed were caller utterances following a directed or an open disambiguation prompt. While no significant differences in FP production were observed as a function of prompt type, FP frequency was found to be considerably higher than what is usually reported in the literature. Moreover, a higher proportion of utterance-initial FPs than normally reported was also observed. The results are compared to previously reported FP frequencies. Potential implications for data collection methodology are discussed.
Index Terms: filled pauses, Wizard-of-Oz, WOZ, speech planning, speech production, many-options, data collection, open prompts, directed prompts, call center, dialog systems.
Head-mounted displays and other wearable devices open up for innovative types of interaction for wearable augmented reality (AR). However, to design and evaluate these new types of AR user interfaces, it is essential to quickly simulate undeveloped components of the system and collect feedback from potential users early in the design process. One way of doing this is the wizard of Oz (WOZ) method. The basic idea behind WOZ is to create the illusion of a working system by having a human operator, performing some or all of the system’s functions. WozARd is a WOZ method developed for wearable AR interaction. The presented pilot study was an initial investigation of the capability of the WozARd method to simulate an AR city tour. Qualitative and quantitative data were collected from 21 participants performing a simulated AR city tour. The data analysis focused on seven categories that can have an impact on how the WozARd method is perceived by participants: precision, relevance, responsiveness, technical stability, visual fidelity, general user-experience, and human-operator performance. Overall, the results indicate that the participants perceived the simulated AR city tour as a relatively realistic experience despite a certain degree of technical instability and human-operator mistakes.
A number of issues can affect sample size in qualitative research; however, the guiding principle should be the concept of saturation. This has been explored in detail by a number of authors but is still hotly debated, and some say little understood. A sample of PhD studies using qualitative approaches, and qualitative interviews as the method of data collection was taken from theses.com and contents analysed for their sample sizes. Five hundred and sixty studies were identified that fitted the inclusion criteria. Results showed that the mean sample size was 31; however, the distribution was non-random, with a statistically significant proportion of studies, presenting sample sizes that were multiples of ten. These results are discussed in relation to saturation. They suggest a pre-meditated approach that is not wholly congruent with the principles of qualitative research.
URN: urn:nbn:de:0114-fqs100387
The concept of ‘open source’ software initially referred to software projects managed by grassroots communities in public forums. Since 1998, the concept has been adapted and diffused to new settings that extend beyond software. While the open source community has maintained control over which software licenses can be considered ‘open source’, little attention has been paid to the elements that constitute community management. More private parties now contribute to OSS communities and more hybrid governance models have emerged. Before we can understand how hybrid models differ from a community managed model, a more precise definition is needed. This essay takes a step in this direction by identifying five core principles critical to community-managed governance. Copyright Springer Science+Business Media, LLC 2007
A critical inquiry into the value and experience of participation in design research.
In Taking [A]part, John McCarthy and Peter Wright consider a series of boundary-pushing research projects in human-computer interaction (HCI) in which the design of digital technology is used to inquire into participative experience. McCarthy and Wright view all of these projects—which range from the public and performative to the private and interpersonal—through the critical lens of participation. Taking participation, in all its variety, as the generative and critical concept allows them to examine the projects as a part of a coherent, responsive movement, allied with other emerging movements in DIY culture and participatory art. Their investigation leads them to rethink such traditional HCI categories as designer and user, maker and developer, researcher and participant, characterizing these relationships instead as mutually responsive and dialogical.
McCarthy and Wright explore four genres of participation—understanding the other, building relationships, belonging in community, and participating in publics—and they examine participatory projects that exemplify each genre. These include the Humanaquarium, a participatory musical performance; the Personhood project, in which a researcher and a couple explored the experience of living with dementia; the Prayer Companion project, which developed a technology to inform the prayer life of cloistered nuns; and the development of social media to support participatory publics in settings that range from reality game show fans to on-line deliberative democracies.
The Wizard-of-Oz method has been around for decades, allowing researchers and practitioners to conduct prototyping without programming. The extensive literature review in the field reported here, however, revealed that the re-usable tools supporting the method do not seem to last more than a few years. Generic systems started to appear around the turn of the millennium, but very few are still in use. New systems are designed nevertheless. The systems and issues presented here should be of interest to people in the field of prototyping interaction design.
This review was inspired by the authors’ ongoing re-development of their own Wizard-of-Oz tool, the Ozlab, into a system based on web technology. The report takes stock of some key features of Ozlab as well as reviews and contrasts other re-usable Wizard-of-Oz tools with the ambition to list every generic tool.
The introductory chapter compares and contrasts prototyping in general with Wizard-of-Oz prototyping and provides an historical overview of Wizard of Oz in the development of digital interactive systems, spanning the years 1971-2013. Chapter 2 briefly describes the operation of Ozlab, and Chapter 3 presents the literature review of generic WOz tools. Chapter 4 discusses how interaction is supported by WOz tools and Chapter 5 how platform dependency affects the longevity of generic tools, while Chapter 6 points to the limitations in the Wizard-of-Oz method itself from several perspectives. Chapter 7, finally, presents concluding remarks including a list of points for future methodological analysis and development.
The Wizard-of-Oz method has been around for decades, allowing researchers and practitioners to conduct prototyping without programming. An extensive literature review conducted by the authors revealed, however, that the re-usable tools supporting the method did not seem to last more than a few years. While generic systems start to appear around the turn of the millennium, most have already fallen out of use.
Our interest in undertaking this review was inspired by the ongoing re-development of our own Wizard-of-Oz tool, the Ozlab, into a system based on web technology.
We found three factors that arguably explain why Ozlab is still in use after 15 years instead of the two-three years lifetime of other generic systems: the general approach used from its inception; its inclusion in introductory HCI curricula, and the flexible and situation-dependent design of the wizard's user interface.
Wizard of Oz (WOZ) is a well-established method for simulating the functionality and user experience of future systems. Using a human wizard to mimic certain operations of a potential system is particularly useful in situations where extensive engineering effort would otherwise be needed to explore the design possibilities offered by such operations. The WOZ method has been widely used in connection with speech and language technologies, but advances in sensor technology and pattern recognition as well as new application areas such as human-robot interaction have made it increasingly relevant to the design of a wider range of interactive systems. In such cases, achieving acceptable performance at the user interface level often hinges on resource-intensive improvements such as domain tuning, which are better done once the overall design is relatively stable. Although WOZ is recognized as a valuable prototyping technique, surprisingly little effort has been put into exploring it from a methodological point of view. Starting from a survey of the literature, this paper presents a systematic investigation and analysis of the design space for WOZ for language technology applications, and proposes a generic architecture for tool support that supports the integration of components for speech recognition and synthesis as well as for machine translation. This architecture is instantiated in WebWOZ-a new web-based open-source WOZ prototyping platform. The viability of generic support is explored empirically through a series of evaluations. Researchers from a variety of backgrounds were able to create experiments, independent of their previous experience with WOZ. The approach was further validated through a number of real experiments, which also helped to identify a number of possibilities for additional support, and flagged potential issues relating to consistency in wizard performance.
The Ozlab set-up used in this study is intended to facilitate performance tests at a conceptual stage in the development of interactive multimedia products. Ozlab facilitates manual simulations of the interactivity of proposed user interfaces, thereby simplifying testing and making the development of ideas during test runs possible. Even non-programmers can perform these activities. The paper reports on a pilot study within the efforts currently taking place concerning educationalists focusing on language disabilities, where the clients could benefit from graphical support in interactive teaching aids. Ozlab extends the traditional, linguistically- based Wizard-of-Oz technique for manual prototyping to graphical interaction. The pilot study indicates that a refined Ozlab could be used by inexperienced designers for testing their own ideas. The fact that requirements of interactivity thus can be visualised by laymen will have implications for the design of requirements specification for multimedia products.
This paper presents the design and evaluation of the multipurpose platform for domestic ambient media research and applications through an improved method called wizard-of-oz. Inspired by the increasing requirements for the reuse of valuable development work in intelligent ambient media system and service design, we propose a different approach to construct a high-level pseudo platform to support flexible and cost-economic prototype mock-up and test. Based on the platform three incremental ambient media applications were developed for empirical studies, and a number of studies were carried out to assess the applicability, effectiveness and reusability of this platform within domestic settings. The results showed that this platform has great advantages over conventional systems specifically developed for ambient media research in above aspects. Also, the results have provided secondary understanding in the design of future ambient media applications for domestic use, including the guidelines for the design of domestic smart conversational system interfaces and user interactions with ambient media.
This paper concerns certain aspects of writing in the computer era, aspects that are relevant to linguists but should also be of interest to people working with computer graphics and the human‐computer interface.Technology changes patterns of communication by introducing new means of communication, but it also changes our notion of human communication. This can be noted from the history of writing: different writing systems seem to have inspired different conceptions of human language. Here, notions of what constitutes writing and written signs will be focussed on.The paper discusses how the material properties of writing affect the pattern of communication particularly at the ‘low’ level where signs are recognised and processed. Special attention is given to colour and animation in texts: the possibilities provided by a computerised writing surface are contrasted with a recently proposed theory of writing where spatiality (but not visuality) and stability are seen as the primary physical factors on which writing of any sort is founded.
When applying the Wizard of Oz (WOz) method to mobile and ubiquitous computing studies, the task of the wizard becomes more difficult as observing the user requires the wizard to be in the context. We address this problem through the ConWIZ system that allows not only to control a specific prototype but also to control parameters included in the contextual settings. In order to evaluate our approach, we setup a study with eight human wizards where we evaluated the applicability, appropriateness and usability of the ConWIZ system for mobile and UbiComp environments. Each wizard had to simulate a navigation system and control contextual parameters like simulation of wind by switching a fan on and off, and tactile feedback mechanism using the ConWIZ system. All wizards stated that the tool is definitely applicable and appropriate for supporting a mobile WOz study which allows the wizard to be hidden also if he resides in the study context. Regarding the applicability of the system, we found out that high workload may hinder the wizard from doing additional tasks such as note taking.
Specifying Requirements; Requirements Work in Multimedia Systems Development; Introducing Ozlab—A Simple Tool for Prototyping Interactivity; Challenges for Multimedia Requirements Work; Writing Requirements vs Visualizing Requirements; Requirements Specification by Content Professionals
In this paper we present a novel approach for prototyping, testing and evaluating multimodal interfaces, OpenWizard. OpenWizard
allows the designer and the developer to rapidly evaluate a non-fully functional multimodal prototype by replacing one modality
or a composition of modalities that are not yet available by wizard of oz techniques. OpenWizard is based on a conceptual
component-based approach for rapidly developing multimodal interfaces, an approach first implemented in the ICARE software
tool and more recently in the OpenInterface tool. We present a set of wizard of oz components that are implemented in OpenInterface.
While some wizard of oz (WoZ) components are generic to be reused for different multimodal applications, our approach allows
the integration of tailored WoZ components. We illustrate OpenWizard using a multimodal map navigator.
KeywordsMultimodality-Wizard of oz-Component-based approach
This paper sets out on a political exploration of the paradoxes of participatory practices which are brought to the fore via the application of a critical framework. In addition, the worker participation literature is used to illuminate some of the contradictions of user participation in Information Systems Development. This approach places emphasis on the fundamentally conflictual nature of organizational relations. The set of resultant paradoxes which this phenomenon engenders is presented. One consequence of the conflictual nature of organizations is the antagonistic relations between end-users (employees) and sponsors of the system (managers). In this paper we highlight the contradictions entailed in the systems developer’s role when intervening between the groups, attempting to enrol them into participation as well as develop a system that will deliver on the promises made on its behalf during the enrolment process. The analogy of the two-headed Roman god, Janus, is made in relation to the role of the systems developer, in order to emphasize the incompatibility of needs of organizational members. The paradoxes enumerated in the paper (namely: rhetoric of empowerment, rhetoric of involvement, exclusion of dissent, illusions of compatibility, and outcome of participation) are adjusted to the role of the Janus systems developer, revealing the latter to be a captive of these contradictions. Finally, some conclusions for future academic research and professional practice are drawn.
It is often difficult for users to specify requirements on interactivity in multimedia products. These properties are often designed by designers or software engineers and the users run the risk of playing a passive role having low influence on important decisions made. This paper presents an attempt to improve the interactive design process by using graphical Wizard-of-Oz prototyping. The study shows that graphical Wizard-of-Oz prototyping allow co-operative design and test of computer interaction early in the design process ahead of traditional programming. It also demonstrates that this type of prototyping can promote collaboration and constructive dialogue between users and designers, thus strengthening the user as a stakeholder in the development process.
Because they are easy to create and modify, low fidel- ity prototypes are commonly used in early evaluations of user interface designs. Designers typically use either pen- and-paper or various computer-based tools to create and test low fidelity prototypes. However, our informal analy- ses of these technologies indicate that they do not opti- mally support the two key, complementary tasks of (a) prototype creation and (b) wizard-of-oz testing. To ad- dress this problem, we have developed WOZ PRO, a pen- based software environment for the quick and easy crea- tion and testing of low fidelity user interface prototypes. When designing interface screens in WOZ PRO, designers can easily (a) propagate a design change to other related screens, and (b) specify the set of screens that are reach- able from a given screen. In a wizard-of-oz test, WOZ PRO reduces the cognitive load on the wizard by allowing navigation only to those next screens that are valid. An experimental comparison of WOZ PRO and pen-and- paper provides evidence of WOZ PRO's potential, and insight into how the design of WOZ PRO might improved.
The iterative design and evaluation of user interface prototypes is central to the user-centered design process. Designers potentially use a variety of prototyping tools and technologies, ranging from simple art supplies to custom prototyping languages and environments. While we know anecdotally that a range of prototyping technologies are used, there exists little empirical research into what technologies designers actually use in practice, and how and why those technologies are used. To explore these issues, we developed an on-line survey, which was completed by 87 user interface researchers and professionals who attended the CHI 2008 conference. Our results not only provide insight into the current state of user interface prototyping in practice; they also suggest preliminary requirements for the next generation of user interface prototyping software.
Traditionally, Systems Analysis and Design (SAD) research has focused on ways of working and ways of modeling. Design ecology - the task, organizational and political context surrounding design - is less well understood. In particular, relationships between design routines and products within ecologies have not received sufficient attention. In this paper, we theorize about design product and ecology relationships and deliberate on how design products - viewed as boundary objects - bridge functional knowledge and stakeholder power gaps across different social worlds. We identify four essential features of design boundary objects: capability to promote shared representation, capability to transform design knowledge, capability to mobilize for action, and capability to legitimize design knowledge. We show how these features help align, integrate, and transform heterogeneous technical and domain knowledge across social worlds as well as mobilize, coordinate, and align stakeholder power. We illustrate through an ethnography of a large aerospace laboratory how two design artifacts - early proto-architectures and project plans - shared these four features to coalesce design processes and propel successful movement of designs across social worlds. These artifacts resolved uncertainty associated with functional requirements and garnered political momentum to choose among design solutions. Altogether, the study highlights the importance of design boundary objects in multi-stakeholder designs and stresses the need to formulate sociology-based design theories on how knowledge is produced and consumed in complex SAD tasks.
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