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Abstract

Currently, voice assistants (VAs) are trendy and highly available. The VA adoption rate of internet users differs among European countries and also in the global view. Due to speech intelligibility and privacy concerns, using VAs is challenging. Additionally, user experience (UX) assessment methods and VA improvement possibilities are still missing, but are urgently needed to overcome users’ concerns and increase the adoption rate. Therefore, we conducted an intercultural study of technology-based users from Germany and Spain, expecting that higher improvement potential would outweigh concerns about VAs. We investigated VA use in terms of availability versus actual use, usage patterns, concerns, and improvement proposals. Comparing Germany and Spain, our findings show that nearly the same amount of intensive VA use is found in both technology-based user groups. Despite cultural differences, further results show very similar tendencies, e.g., frequency of use, privacy concerns, and demand for VA improvements.

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... Possible reasons for non-use are diverse, e.g, fear of data misuse and monitoring. Yet, on the other end of the spectrum is a group of intensive users (Klein et al., 2021). These intensive users show an appreciation for the use of VUIs that goes beyond the pure functionality, i.e., user experience aspects of VUIs. ...
... We should know which UX aspects users take into account when evaluating the quality of VUIs, since different UX aspects are important for different users or products (Meiners et al., 2021). For example, some users are concerned about which data is collected and how, while others mention the need for higher accuracy of commands (Rauschenberger, 2021;Klein et al., 2021). ...
... Current challenges when using VUIs are, e.g., speech intelligibility, correct command execution, data security, and privacy (Klein et al., 2021;Tas et al., 2019;Rauschenberger, 2021). UX assessment by considering specific UX aspects for VUIs is an essential evaluation method for overcoming barriers and skepticism as well as meeting users' needs. ...
Conference Paper
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Voice User Interfaces (VUIs) are becoming increasingly available while users raise, e.g., concerns about privacy issues. User Experience (UX) helps in the design and evaluation of VUIs with focus on the user. Knowledge of the relevant UX aspects for VUIs is needed to understand the user’s point of view when developing such systems. Known UX aspects are derived, e.g., from graphical user interfaces or expert-driven research. The user’s opinion on UX aspects for VUIs, however, has thus far been missing. Hence, we conducted a qualitative and quantitative user study to determine which aspects users take into account when evaluating VUIs. We generated a list of 32 UX aspects that intensive users consider for VUIs. These overlap with, but are not limited to, aspects from established literature. For example, while Efficiency and Effectivity are already well known, Simplicity and Politeness are inherent to known VUI UX aspects but are not necessarily focused. Furthermore, Independency and Context-sensitivity are some new UX aspects for VUIs.
... o Devices or systems including VUIs (Hoy 2018) • Google Assistant (Google), Alexa (Amazon), Siri ( • Privacy has to be enhanced. (Klein, A. M., Hinderks, A., Rauschenberger, M., & Thomaschewski, J., 2020a) • Further improvement proposals (Klein, A. M., Hinderks, A., Rauschenberger, M., & Thomaschewski, J., 2020a) • Challenges when using VUIs: (Tas et al. 2019, Rauschenberger 2021 o Correct command execution o Speech intelligibility o Context-sensitivity ...
... • Challenges vs. quality features when using VUIs o e.g., Privacy, context-sensitivity, … o To overcome barriers, e.g., approach "Acceptance by design" (Rauschenberger 2021) o UX quality measurement for VUIs § NEW: Context-dependent UX measurement (UX tool selector) (Klein, Andreas M. 2021) § NEW: Flexible UX measurement with UEQ+ voice scales Thomaschewski, J. 2020b, 2020c) § To evaluate and improve VUIs § To support the HCD process for VUI design o VUIs may probably revolutionize HCI in the long run when researchers take users' needs into account by applying new UX assessment methods. (Klein, A. M., Rauschenberger, M., Thomaschewski, J., and Escalona, M. J. 2021) ...
Presentation
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Virtuellen digitalen Assistenten (VAs) wird weltweit ein enormes Wachstum bei Unternehmensanwendungen vorausgesagt. Eine Form von VAs sind Sprachassistenten, welche in vielen Geräten und Systemen integriert sind (z.B. Smartphones). VA-Qualitätskriterien, wie korrekte Befehlsausführung, Sprachverständlichkeit und der Datenschutz, sind gleichzeitig Herausforderungen bei der Nutzung. Daher ist die Messung der Qualität des Benutzererlebnisses für die Bewertung und Verbesserung von VAs von großem Interesse. Dieser Beitrag zeigt, wie Sprachinteraktion in Kombination mit dem neuen Fragebogenkonzept UEQ+ (https://ueqplus.ueq-research.org) gemessen werden kann.
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Protocol for Comparing Voice Assistant Risks and Potential with Technology-Based Users: A Study from Germany and Spain. Version 3.0 / 2021.
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Chapter
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Voice interface is becoming a common feature in mobile devices such as tablets and smartphones. Moreover, voice recognition technology is touted to mature and become the default method to control of a variety of interfaces, including mobile devices. Thus, it is critical to understand the factors that influence the use of voice activated applications in the public domain. The present study examined how the perceived acceptability of using the Voice-Activated Personal Assistant (VAPA) in smartphones influences its reported use. Participants were U.S. smartphone users recruited from Amazon Mechanical Turk. Results showed that participants preferred using the VAPA in a private location, such as their home, but even in that environment, they were hesitant about using it to input private or personally identifying information in comparison to more general, non-private information. Participants’ perceived social acceptability of using the VAPA to transmit information in different contexts could explain these preferred usage patterns.
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