“Do you want to take a short survey?” : Evaluating and improving the UX and VUI of a survey skill in the social robot Furhat: a qualitative case study
Abstract: The purpose of this qualitative case study is to evaluate an early stage survey skill developed for the social robot Furhat, and look into how the user experience (UX) and voice user interface (VUI) of that skill can be improved. Several qualitative methods have been used: expert evaluations using heuristics for human-robot interaction (HRI), user evaluations including observations and interviews, as well as a quantitative questionnaire (RoSAS – Robot Social Attribution Scale). The empirical findings have been classified into the USUS Evaluation Framework for Human-Robot Interaction. The user evaluations were performed in two modes, one group of informants talked and interacted with Furhat with the support of a graphical user interface (GUI), and the other group without the GUI. A positive user experience was identified in both modes, showing that the informants found interacting with Furhat a fun, engaging and interesting experience. The mode with the supportive GUI could be suitable in noisy environments, and for longer surveys with many response alternatives to choose from, whereas the other mode could work better for less noisy environments and for shorter surveys. General improvements that can contribute to a better user experience in both modes were found; such as having the robot adopt a more human-like character when it comes to the dialogue and the facial expressions and movements, along with addressing a number of technical and usability issues.
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