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      Measuring User Experience in Conversational Interfaces: A Comparison of Six Questionnaires

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      Proceedings of the 32nd International BCS Human Computer Interaction Conference (HCI)

      Human Computer Interaction Conference

      4 - 6 July 2018

      User experience, conversational agents, dialogue systems, voice interfaces, evaluation, standardised questionnaires

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          Abstract

          User experience (UX) has become an important aspect in the evaluation of interactive systems. In parallel, conversational interfaces have been increasingly used in many work and everyday settings. Although there have been various methods developed to evaluate conversational interfaces, there has been a lack of methods specifically focusing on evaluating user experience. This study reviews the six main questionnaires for evaluating conversational systems in order to assess the potential suitability of these questionnaires to measure various UX dimensions. We found that (i) four questionnaires included assessment items, in varying extents, to measure hedonic, aesthetic and pragmatic dimensions of UX; (ii) two questionnaires assessed affect, and one assessed frustration dimension; and, (iii) enchantment, playfulness and motivation dimensions have not been covered sufficiently by any questionnaires. We recommend using multiple questionnaires to obtain a more complete measurement of user experience or improve the assessment of a particular UX dimension.

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          Most cited references 49

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          Measuring emotion: the Self-Assessment Manikin and the Semantic Differential.

          The Self-Assessment Manikin (SAM) is a non-verbal pictorial assessment technique that directly measures the pleasure, arousal, and dominance associated with a person's affective reaction to a wide variety of stimuli. In this experiment, we compare reports of affective experience obtained using SAM, which requires only three simple judgments, to the Semantic Differential scale devised by Mehrabian and Russell (An approach to environmental psychology, 1974) which requires 18 different ratings. Subjective reports were measured to a series of pictures that varied in both affective valence and intensity. Correlations across the two rating methods were high both for reports of experienced pleasure and felt arousal. Differences obtained in the dominance dimension of the two instruments suggest that SAM may better track the personal response to an affective stimulus. SAM is an inexpensive, easy method for quickly assessing reports of affective response in many contexts.
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            What is user engagement? A conceptual framework for defining user engagement with technology

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              The dimensionality and correlates of flow in human-computer interactions

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                Author and article information

                Contributors
                Conference
                July 2018
                July 2018
                : 1-12
                Affiliations
                [1 ] Australian Institute of Health

                Innovation, Macquarie University
                Article
                10.14236/ewic/HCI2018.21
                © Kocaballi et al. Published by BCS Learning and Development Ltd. Proceedings of British HCI 2018. Belfast, UK.

                This work is licensed under a Creative Commons Attribution 4.0 Unported License. To view a copy of this license, visit http://creativecommons.org/licenses/by/4.0/

                Proceedings of the 32nd International BCS Human Computer Interaction Conference
                HCI
                32
                Belfast, UK
                4 - 6 July 2018
                Electronic Workshops in Computing (eWiC)
                Human Computer Interaction Conference
                Product
                Product Information: 1477-9358BCS Learning & Development
                Self URI (journal page): https://ewic.bcs.org/
                Categories
                Electronic Workshops in Computing

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