An empirically grounded sociotechnical perspective on designing virtual agents for older adults

ABSTRACT

Autonomous, intelligent virtual agents (IVAs) are increasingly used commercially in essential information spaces such as healthcare. Existing IVA research has focused on microscale interaction patterns, for example those related to the usability of artificial intelligence systems. However, the sociotechnical patterns of users’ information practices and their relationship with the design and adoption of IVAs have been largely understudied, especially when it comes to older adults, who stand to benefit greatly from IVAs. Yet, exposing such patterns may more meaningfully relate sociotechnical considerations to users’ perceptions and attitudes toward the adoption of emerging technologies such as IVAs. We explore here the feasibility of information models in informing our understanding of how older adults may use and perceive an IVA. To do this, we relate the insights and findings from a case study of health information IVAs to the six stages of the information search process model (ISP). By doing this, we uncover sociotechnical issues pertinent to each stage of the ISP which help to better contextualize (older) users’ interaction with intelligent interfaces such as IVAs. Through this, we argue for the potential of information models to inform the design of interactive user interfaces from a sociotechnical approach.

KEYWORDS:

• Social theory
• intelligent UI

Acknowledgments

This work was supported by AGE-WELL NCE Inc., a national research network supporting research, networking, commercialization, knowledge mobilization and capacity building activities in technology and aging to improve the quality of lives of Canadians and contribute to the economic impact of Canada. AGE-WELL is a member of the Networks of Centres of Excellence (NCE), a Government of Canada program that funds partnerships between universities, industry, government and not-for-profit organizations.

Additional information

Notes on contributors

Jaisie Sin

Jaisie Sin ([email protected], http://jaisiesin.com) is a PhD Student at the Faculty of Information at the University of Toronto, and a researcher at the Technologies for Aging Gracefully Lab at the University of Toronto. Her area of expertise is at the intersection of Human-Computer Interaction, User Experience Design, and Information Studies. Her main research goals are to facilitate the design of interactive technologies in a way that factors users’ human, social, and organizational factors. Jaisie’s interests include speech and natural language interaction for mobile devices, sociotechnical systems design, information systems design, inclusive design, and practical design-based approaches to bridging digital divides and reducing digital marginalization.

Cosmin Munteanu

Cosmin Munteanu ([email protected], http://cosmin.taglab.ca) is an Assistant Professor at the Institute for Communication, Culture, Information, and Technology at University of Toronto Mississauga, and Co-Director of the Technologies for Aging Gracefully Lab at the University of Toronto. His area of expertise is at the intersection of Human-Computer Interaction, Automatic Speech Recognition, Natural User Interfaces, Mobile Computing, Ethics, and Assistive Technologies, having dedicated the past two decades to investigating the human factors of interacting with information-rich media and intelligent technologies such as speech interfaces. His main research goals are to facilitate natural, meaningful, and safe interactions between people and digital media and devices. Cosmin’s multidisciplinary interests include speech and natural language interaction for mobile devices, mixed reality systems, learning technologies for marginalized users, usable privacy and cybersafety, assistive technologies for older adults, and ethics in human-computer interaction research.