Recent years have seen a surge in applications and technologies aimed at motivating users to achieve personal goals and improve their wellbeing. However, these often fail to promote long-term behaviour change, and sometimes even backfire. We consider how self-determination theory (SDT), a metatheory of human motivation and wellbeing, can help explain why such technologies fail, and how they may better help users internalize the motivation behind their goals and make enduring changes in their behaviour. In this work, we systematically reviewed 15 papers in the ACM Digital Library that apply SDT to the design of behaviour change technologies (BCTs). We identified 50 suggestions for design features in BCTs, grounded in SDT, that researchers have applied to enhance user motivation. However, we find that SDT is often leveraged to optimize engagement with the technology itself rather than with the targeted behaviour change per se. When interpreted through the lens of SDT, the implication is that BCTs may fail to cultivate sustained changes in behaviour, as users’ motivation depends on their enjoyment of the intervention, which may wane over time. An underexplored opportunity remains for designers to leverage SDT to support users to internalize the ultimate goals and value of certain behaviour changes, enhancing their motivation to sustain these changes in the long term.
{"title":"Designing for Sustained Motivation: A Review of Self-Determination Theory in Behaviour Change Technologies","authors":"Lize Alberts, Ulrik Lyngs, Kai Lukoff","doi":"10.1093/iwc/iwae040","DOIUrl":"https://doi.org/10.1093/iwc/iwae040","url":null,"abstract":"Recent years have seen a surge in applications and technologies aimed at motivating users to achieve personal goals and improve their wellbeing. However, these often fail to promote long-term behaviour change, and sometimes even backfire. We consider how self-determination theory (SDT), a metatheory of human motivation and wellbeing, can help explain why such technologies fail, and how they may better help users internalize the motivation behind their goals and make enduring changes in their behaviour. In this work, we systematically reviewed 15 papers in the ACM Digital Library that apply SDT to the design of behaviour change technologies (BCTs). We identified 50 suggestions for design features in BCTs, grounded in SDT, that researchers have applied to enhance user motivation. However, we find that SDT is often leveraged to optimize engagement with the technology itself rather than with the targeted behaviour change per se. When interpreted through the lens of SDT, the implication is that BCTs may fail to cultivate sustained changes in behaviour, as users’ motivation depends on their enjoyment of the intervention, which may wane over time. An underexplored opportunity remains for designers to leverage SDT to support users to internalize the ultimate goals and value of certain behaviour changes, enhancing their motivation to sustain these changes in the long term.","PeriodicalId":50354,"journal":{"name":"Interacting with Computers","volume":null,"pages":null},"PeriodicalIF":1.3,"publicationDate":"2024-09-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142252008","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"计算机科学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
In the data economy digital services of democratic value such as news platforms are embedded into unjust power imbalances and the intertwining of economic and civic objectives. The authors argue, to design proficient democratic digital services, power structures of the data economy and empowerment stages of data citizenship need to be made visible initially. To do so, a combination of Arnstein’s ‘Ladder of Citizen Participation’ and Rocha’s ‘Ladder of Empowerment’ is translated into the field of the data economy. A small interview study with niche actors from the field of online journalism is conducted to identify phenomena of their embedding into the sociotechnical landscape of the data economy. As a result, the Ladder of Data Citizen Participation is presented. Eventually, this article closes with implications for the sociotechnical design of democratic digital services and suggestions for future research.
在数据经济中，新闻平台等具有民主价值的数字服务被嵌入到不公正的权力失衡以及经济与公民目标的交织中。作者认为，要设计出完善的民主数字服务，首先需要让数据经济的权力结构和数据公民的赋权阶段清晰可见。为此，作者将阿恩斯坦的 "公民参与阶梯 "和罗卡的 "赋权阶梯 "结合到数据经济领域。我们对网络新闻领域的小众参与者进行了小型访谈研究，以确定他们融入数据经济社会技术景观的现象。因此，本文提出了 "数据公民参与阶梯"（Ladder of Data Citizen Participation）。最后，本文总结了民主数字服务社会技术设计的意义以及对未来研究的建议。
{"title":"The Ladder of Data Citizen Participation: A Sociotechnical Lens for Designing Democratic Digital Services in the Data Economy","authors":"Viktoria Horn, Claude Draude","doi":"10.1093/iwc/iwae038","DOIUrl":"https://doi.org/10.1093/iwc/iwae038","url":null,"abstract":"In the data economy digital services of democratic value such as news platforms are embedded into unjust power imbalances and the intertwining of economic and civic objectives. The authors argue, to design proficient democratic digital services, power structures of the data economy and empowerment stages of data citizenship need to be made visible initially. To do so, a combination of Arnstein’s ‘Ladder of Citizen Participation’ and Rocha’s ‘Ladder of Empowerment’ is translated into the field of the data economy. A small interview study with niche actors from the field of online journalism is conducted to identify phenomena of their embedding into the sociotechnical landscape of the data economy. As a result, the Ladder of Data Citizen Participation is presented. Eventually, this article closes with implications for the sociotechnical design of democratic digital services and suggestions for future research.","PeriodicalId":50354,"journal":{"name":"Interacting with Computers","volume":null,"pages":null},"PeriodicalIF":1.3,"publicationDate":"2024-09-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142214956","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"计算机科学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Chiara Succi, Tekila Harley Nobile, Lorenzo Cantoni, Stefano Tardini
The paper aims to describe how higher education students manage their webcams in a synchronous digital learning setting. A survey investigated students' self-presentation and the main factors impacting their decision to turn the camera on or not. The results indicate that only 6% of students always keep their camera on, affected by an inappropriate setting, only 19% have a dedicated space, and by personal appearance, 75% wear pyjamas or a gym suit. Students do not manage their impression either because they are not aware of the implications, or they are not technically equipped, or because they do not consider it relevant in online learning activities. Findings' implications provide relevant recommendations for higher education institutions to better prepare students to study effectively in a digital learning environment.
{"title":"Learning in Pyjamas: What Their Use of Webcams Reveals about Students’ Self-Presentation in Online Learning Activities","authors":"Chiara Succi, Tekila Harley Nobile, Lorenzo Cantoni, Stefano Tardini","doi":"10.1093/iwc/iwae033","DOIUrl":"https://doi.org/10.1093/iwc/iwae033","url":null,"abstract":"The paper aims to describe how higher education students manage their webcams in a synchronous digital learning setting. A survey investigated students' self-presentation and the main factors impacting their decision to turn the camera on or not. The results indicate that only 6% of students always keep their camera on, affected by an inappropriate setting, only 19% have a dedicated space, and by personal appearance, 75% wear pyjamas or a gym suit. Students do not manage their impression either because they are not aware of the implications, or they are not technically equipped, or because they do not consider it relevant in online learning activities. Findings' implications provide relevant recommendations for higher education institutions to better prepare students to study effectively in a digital learning environment.","PeriodicalId":50354,"journal":{"name":"Interacting with Computers","volume":null,"pages":null},"PeriodicalIF":1.3,"publicationDate":"2024-07-22","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141786356","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"计算机科学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Voice Intelligent Assistants provide users with new ways of human-computer interaction. With built-in screens, Voice Intelligent Assistants can display images and videos upon users’ requests. Even though images and videos present information in a lively manner, they might also contain overwhelming harmful contents. Due to the lack of effective evaluation mechanisms, it is difficult to prevent the propagation of harmful contents while ensuring the dissemination of compliant visual contents. This research defined a standardized set of classification criteria to identify and classify harmful visual contents. Then, Intelligent Image and Video Rating System, a prototype rating system that implemented the classification criteria was designed and developed. This research further evaluated and verified the reliability and efficiency of the prototype. The prototype system demonstrated additional advantages in swiftly classifying new hazardous contents, and in differentiating the multiple meanings of the same object in different contexts.
{"title":"IIVRS: an Intelligent Image and Video Rating System to Provide Scenario-Based Content for Different Users","authors":"Rui Kang, Pei-Luen Patrick Rau","doi":"10.1093/iwc/iwae034","DOIUrl":"https://doi.org/10.1093/iwc/iwae034","url":null,"abstract":"Voice Intelligent Assistants provide users with new ways of human-computer interaction. With built-in screens, Voice Intelligent Assistants can display images and videos upon users’ requests. Even though images and videos present information in a lively manner, they might also contain overwhelming harmful contents. Due to the lack of effective evaluation mechanisms, it is difficult to prevent the propagation of harmful contents while ensuring the dissemination of compliant visual contents. This research defined a standardized set of classification criteria to identify and classify harmful visual contents. Then, Intelligent Image and Video Rating System, a prototype rating system that implemented the classification criteria was designed and developed. This research further evaluated and verified the reliability and efficiency of the prototype. The prototype system demonstrated additional advantages in swiftly classifying new hazardous contents, and in differentiating the multiple meanings of the same object in different contexts.","PeriodicalId":50354,"journal":{"name":"Interacting with Computers","volume":null,"pages":null},"PeriodicalIF":1.3,"publicationDate":"2024-07-22","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141785993","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"计算机科学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
This study investigates the concept of psychological need frustration within the context of video games. We explore the potential of discrete in-game events, specifically the usage of widely popular ‘stun’ mechanics, to induce feelings of need frustration in players. We designed, developed and experimentally tested a bespoke video game with four conditions: No Stuns, Avoidable Stuns, Unavoidable Stuns and Layered Stuns (a combination of avoidable and unavoidable stuns). Our findings show that Unavoidable Stuns lead to statistically significantly greater autonomy need frustration. This finding has important implications for games research, as psychological need frustration is linked to negative effects on player engagement and wellbeing. Our results also highlight that a variety of stun mechanics can undermine psychological need satisfaction. Taken together, this work makes a meaningful contribution to HCI and games literature, showcasing that game mechanics can be designed in a way that undermines psychological needs.
{"title":"Set Players to Stun: Inducing Basic Psychological Need Frustration in a Casual Video Game","authors":"Cody Phillips, Parker Neufeld, Madison Klarkowski","doi":"10.1093/iwc/iwae015","DOIUrl":"https://doi.org/10.1093/iwc/iwae015","url":null,"abstract":"This study investigates the concept of psychological need frustration within the context of video games. We explore the potential of discrete in-game events, specifically the usage of widely popular ‘stun’ mechanics, to induce feelings of need frustration in players. We designed, developed and experimentally tested a bespoke video game with four conditions: No Stuns, Avoidable Stuns, Unavoidable Stuns and Layered Stuns (a combination of avoidable and unavoidable stuns). Our findings show that Unavoidable Stuns lead to statistically significantly greater autonomy need frustration. This finding has important implications for games research, as psychological need frustration is linked to negative effects on player engagement and wellbeing. Our results also highlight that a variety of stun mechanics can undermine psychological need satisfaction. Taken together, this work makes a meaningful contribution to HCI and games literature, showcasing that game mechanics can be designed in a way that undermines psychological needs.","PeriodicalId":50354,"journal":{"name":"Interacting with Computers","volume":null,"pages":null},"PeriodicalIF":1.3,"publicationDate":"2024-07-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141551824","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"计算机科学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Flow is a mental state of intense concentration that occurs when a person is completely absorbed in a task. The amount of mental effort required by this mental state is currently subject to debate. The present experimental study explored the link between flow and both objective and subjective measures of mental effort. Subjective measures of flow and mental effort, and objective measures of mental effort (pupil diameter and heart rate variability), were collected during a puzzle video game played at one of three levels of difficulty: too easy, optimal and too difficult. Participants in the optimal condition reported more flow than those in both the too-easy condition (which generated less mental effort and less subjective mental effort) and too-difficult condition (which generated an equal amount of mental effort and more subjective mental effort). Flow is a state that may require mental effort, even if it feels effortless for video game players.
{"title":"Flow State Requires Effortful Attentional Control but Is Experienced Effortlessly by Video Game Players","authors":"Morgane Pujol, Loïc Caroux, Céline Lemercier","doi":"10.1093/iwc/iwae026","DOIUrl":"https://doi.org/10.1093/iwc/iwae026","url":null,"abstract":"Flow is a mental state of intense concentration that occurs when a person is completely absorbed in a task. The amount of mental effort required by this mental state is currently subject to debate. The present experimental study explored the link between flow and both objective and subjective measures of mental effort. Subjective measures of flow and mental effort, and objective measures of mental effort (pupil diameter and heart rate variability), were collected during a puzzle video game played at one of three levels of difficulty: too easy, optimal and too difficult. Participants in the optimal condition reported more flow than those in both the too-easy condition (which generated less mental effort and less subjective mental effort) and too-difficult condition (which generated an equal amount of mental effort and more subjective mental effort). Flow is a state that may require mental effort, even if it feels effortless for video game players.","PeriodicalId":50354,"journal":{"name":"Interacting with Computers","volume":null,"pages":null},"PeriodicalIF":1.3,"publicationDate":"2024-07-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141530598","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"计算机科学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
E. Croes, M. Antheunis, Chris van der Lee, Jan M S de Wit
Chatbots have several features that may stimulate self-disclosure, such as accessibility, anonymity, convenience and their perceived non-judgmental nature. The aim of this study is to investigate if people disclose (more) intimate information to a chatbot, compared to a human, and to what extent this enhances their emotional well-being through feelings of relief. An experiment with a 2 (human vs. chatbot) by 2 (low empathetic vs. high empathetic) design was conducted (N = 286). Results showed that there was no difference in the self-reported intimacy of self-disclosure between the human and chatbot conditions. Furthermore, people perceived less fear of judgment in the chatbot condition, but more trust in the human interactant compared to the chatbot interactant. Perceived anonymity was the only variable to directly impact self-disclosure intimacy. The finding that humans disclose equally intimate information to chatbots and humans is in line with the CASA paradigm, which states that people can react in a social manner to both computers and humans.
{"title":"Digital Confessions: The Willingness to Disclose Intimate Information to a Chatbot and its Impact on Emotional Well-Being","authors":"E. Croes, M. Antheunis, Chris van der Lee, Jan M S de Wit","doi":"10.1093/iwc/iwae016","DOIUrl":"https://doi.org/10.1093/iwc/iwae016","url":null,"abstract":"\u0000 Chatbots have several features that may stimulate self-disclosure, such as accessibility, anonymity, convenience and their perceived non-judgmental nature. The aim of this study is to investigate if people disclose (more) intimate information to a chatbot, compared to a human, and to what extent this enhances their emotional well-being through feelings of relief. An experiment with a 2 (human vs. chatbot) by 2 (low empathetic vs. high empathetic) design was conducted (N = 286). Results showed that there was no difference in the self-reported intimacy of self-disclosure between the human and chatbot conditions. Furthermore, people perceived less fear of judgment in the chatbot condition, but more trust in the human interactant compared to the chatbot interactant. Perceived anonymity was the only variable to directly impact self-disclosure intimacy. The finding that humans disclose equally intimate information to chatbots and humans is in line with the CASA paradigm, which states that people can react in a social manner to both computers and humans.","PeriodicalId":50354,"journal":{"name":"Interacting with Computers","volume":null,"pages":null},"PeriodicalIF":1.3,"publicationDate":"2024-06-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141350283","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"计算机科学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Although competition is a common feature of digital games, nuances of when and why aspects of competition influence players' motivation and well-being have been surprisingly underexplored, especially through the lens of self-determination theory (SDT). In this critical review, we: (1) describe how a mini-theory of SDT, cognitive evaluation theory (CET), can help predict when and why aspects of competition will alternatively satisfy or frustrate basic psychological needs in digital games with downstream effects on players' motivation and well-being; (2) apply the Motivation, Engagement and Thriving in User Experience (METUX) model to outline ways competition in digital games can influence motivation and well-being at multiple levels; and (3) prioritize future research directions. Finally, we argue that digital games, given their diversity, adaptability and massive reach, represent an especially powerful context for studying competition, motivation and well-being. Research Highlights This critical review integrates self-determination theory (SDT)-guided models and research related to HCI, sports psychology and well-being supportive design to advance understanding of competition in digital games. Introduces a new taxonomy of competition relevant to SDT and digital games, including macro-level categories, general elements and specific features. Presents a competition and digital gaming specific cognitive evaluation theory (CET) model linking different aspects of competition in digital games to basic psychological need satisfaction and frustration, motivation, health and well-being. Applying the METUX model, we map out ways researchers and game makers can think about aspects of competition in digital games at multiple levels or spheres of influence. Prioritizes future directions for research, specifically related to experimentally manipulating digital feedback and digital representations of self and others in digital games.
{"title":"Competition and Digital Game Design: a Self-Determination Theory Perspective","authors":"Arlen C. Moller, Rachel Kornfield, A. S. Lu","doi":"10.1093/iwc/iwae023","DOIUrl":"https://doi.org/10.1093/iwc/iwae023","url":null,"abstract":"\u0000 Although competition is a common feature of digital games, nuances of when and why aspects of competition influence players' motivation and well-being have been surprisingly underexplored, especially through the lens of self-determination theory (SDT). In this critical review, we: (1) describe how a mini-theory of SDT, cognitive evaluation theory (CET), can help predict when and why aspects of competition will alternatively satisfy or frustrate basic psychological needs in digital games with downstream effects on players' motivation and well-being; (2) apply the Motivation, Engagement and Thriving in User Experience (METUX) model to outline ways competition in digital games can influence motivation and well-being at multiple levels; and (3) prioritize future research directions. Finally, we argue that digital games, given their diversity, adaptability and massive reach, represent an especially powerful context for studying competition, motivation and well-being.\u0000 Research Highlights This critical review integrates self-determination theory (SDT)-guided models and research related to HCI, sports psychology and well-being supportive design to advance understanding of competition in digital games. Introduces a new taxonomy of competition relevant to SDT and digital games, including macro-level categories, general elements and specific features. Presents a competition and digital gaming specific cognitive evaluation theory (CET) model linking different aspects of competition in digital games to basic psychological need satisfaction and frustration, motivation, health and well-being. Applying the METUX model, we map out ways researchers and game makers can think about aspects of competition in digital games at multiple levels or spheres of influence. Prioritizes future directions for research, specifically related to experimentally manipulating digital feedback and digital representations of self and others in digital games.","PeriodicalId":50354,"journal":{"name":"Interacting with Computers","volume":null,"pages":null},"PeriodicalIF":1.3,"publicationDate":"2024-06-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141363950","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"计算机科学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Y. Chen, Bingxin Li, Tong Yang, Yanfang Liu, Feng Du
This study investigates how feedback from different modalities affect window navigation tasks performed on a touchscreen by younger and older users. Thirty-two younger and 32 older users moved a window toward one of four or eight target areas with no feedback or visual, tactile or visual–tactile feedback. Visual feedback produced significantly higher accuracy and shorter task completion times than tactile feedback. Generally, visual–tactile feedback did not produce statistically higher accuracy or shorter task completion time than visual feedback. However, visual–tactile feedback prevented both younger and older users from overshooting the windows. Additionally, when users attempted to move the window to one of the eight target areas, the visual–tactile feedback helped younger users perform better. According to theories about human processing, the reason for the subtle advantage of visual–tactile feedback is that the unintuitive tactile force induces a higher cognitive load than straightforward visual information during window navigation. Nevertheless, visual–tactile feedback elicited the best user experience, as measured by questionnaires on emotion and fatigue, gesture usability and preference. Furthermore, more older users prefer visual–tactile feedback than younger users. Therefore, visual–tactile feedback should be considered, and the tactile feedback should be modified to be more intuitive in window navigation tasks. Research Highlights Visual feedback improved task performance more than tactile feedback in window navigation task. Visual–tactile feedback did not improve task performance compared to visual feedback. Visual–tactile feedback prevented users from overshooting the window. More older users than younger users prefer visual–tactile feedback.
{"title":"Effects of Feedback Type on Touchscreen Navigation for Younger and Older Users","authors":"Y. Chen, Bingxin Li, Tong Yang, Yanfang Liu, Feng Du","doi":"10.1093/iwc/iwae021","DOIUrl":"https://doi.org/10.1093/iwc/iwae021","url":null,"abstract":"\u0000 This study investigates how feedback from different modalities affect window navigation tasks performed on a touchscreen by younger and older users. Thirty-two younger and 32 older users moved a window toward one of four or eight target areas with no feedback or visual, tactile or visual–tactile feedback. Visual feedback produced significantly higher accuracy and shorter task completion times than tactile feedback. Generally, visual–tactile feedback did not produce statistically higher accuracy or shorter task completion time than visual feedback. However, visual–tactile feedback prevented both younger and older users from overshooting the windows. Additionally, when users attempted to move the window to one of the eight target areas, the visual–tactile feedback helped younger users perform better. According to theories about human processing, the reason for the subtle advantage of visual–tactile feedback is that the unintuitive tactile force induces a higher cognitive load than straightforward visual information during window navigation. Nevertheless, visual–tactile feedback elicited the best user experience, as measured by questionnaires on emotion and fatigue, gesture usability and preference. Furthermore, more older users prefer visual–tactile feedback than younger users. Therefore, visual–tactile feedback should be considered, and the tactile feedback should be modified to be more intuitive in window navigation tasks.\u0000 Research Highlights Visual feedback improved task performance more than tactile feedback in window navigation task. Visual–tactile feedback did not improve task performance compared to visual feedback. Visual–tactile feedback prevented users from overshooting the window. More older users than younger users prefer visual–tactile feedback.","PeriodicalId":50354,"journal":{"name":"Interacting with Computers","volume":null,"pages":null},"PeriodicalIF":1.3,"publicationDate":"2024-06-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141364028","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"计算机科学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Luce Drouet, Kerstin Bongard-Blanchy, Carine Lallemand
To design user-centered services, it is essential to build empathy toward users. It is hence strategic to trigger empathy for users among professionals concerned with shaping service user experiences. There is, however, a lack of quantitative tools to measure empathy in design. Through two studies, we report on the development and validation of the Empathy in Design Scale (EMPA-D). The tool aims to measure service employees’ empathy toward users. Grounded in theories from psychology and design, we first generated and tested a pool of items through expert inspection and cognitive interviews. In Study 1, we administered 16 items to 406 full-time service employees from various industries, including employees in customer-facing positions. In Study 2, we iterated on additional items and administered a revised scale to 305 service employees. The selected model consists of 11 items and has a three-factor structure (Emotional interest/Perspective-taking, Personal experience and Self-awareness), which showed an adequate model fit and good internal consistency. Evidence of convergent validity was provided by moderate correlations of the EMPA-D scale with empathy measures in psychology (SITES, Empathy Quotient, Interpersonal Reactivity Index), whereas discriminant validity was demonstrated by low correlations with the narcissism measure Narcissistic Personal Inventory. We outline how this self-reported empathy measure can support organizations in enhancing their services and discuss potential limitations of quantitatively measuring empathy in service teams. Research Highlights We present the development and validation of the Empathy in Design Scale (EMPA-D), a self-report measure of employees’ empathy toward users of a service. We report on two validation studies and document the psychometric properties of the scale. The selected model consists of 11 items and a three-factor structure (Emotional interest/Perspective-taking, Personal experience and Self-awareness). The resulting EMPA-D scale contributes to filling the gap in metrics to assess empathy in the service design context. In industry, measuring employees’ empathy support the selection of appropriate empathic interventions to foster the service user-centeredness.
{"title":"Development of the Empathy in Design Scale: Measuring Employees’ Empathy Toward Users in Service Design","authors":"Luce Drouet, Kerstin Bongard-Blanchy, Carine Lallemand","doi":"10.1093/iwc/iwae019","DOIUrl":"https://doi.org/10.1093/iwc/iwae019","url":null,"abstract":"\u0000 To design user-centered services, it is essential to build empathy toward users. It is hence strategic to trigger empathy for users among professionals concerned with shaping service user experiences. There is, however, a lack of quantitative tools to measure empathy in design. Through two studies, we report on the development and validation of the Empathy in Design Scale (EMPA-D). The tool aims to measure service employees’ empathy toward users. Grounded in theories from psychology and design, we first generated and tested a pool of items through expert inspection and cognitive interviews. In Study 1, we administered 16 items to 406 full-time service employees from various industries, including employees in customer-facing positions. In Study 2, we iterated on additional items and administered a revised scale to 305 service employees. The selected model consists of 11 items and has a three-factor structure (Emotional interest/Perspective-taking, Personal experience and Self-awareness), which showed an adequate model fit and good internal consistency. Evidence of convergent validity was provided by moderate correlations of the EMPA-D scale with empathy measures in psychology (SITES, Empathy Quotient, Interpersonal Reactivity Index), whereas discriminant validity was demonstrated by low correlations with the narcissism measure Narcissistic Personal Inventory. We outline how this self-reported empathy measure can support organizations in enhancing their services and discuss potential limitations of quantitatively measuring empathy in service teams.\u0000 Research Highlights We present the development and validation of the Empathy in Design Scale (EMPA-D), a self-report measure of employees’ empathy toward users of a service. We report on two validation studies and document the psychometric properties of the scale. The selected model consists of 11 items and a three-factor structure (Emotional interest/Perspective-taking, Personal experience and Self-awareness). The resulting EMPA-D scale contributes to filling the gap in metrics to assess empathy in the service design context. In industry, measuring employees’ empathy support the selection of appropriate empathic interventions to foster the service user-centeredness.","PeriodicalId":50354,"journal":{"name":"Interacting with Computers","volume":null,"pages":null},"PeriodicalIF":1.3,"publicationDate":"2024-06-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141362670","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"计算机科学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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