On-demand ridepooling (ODR) can transform public transport by addressing urban challenges. However, to motivate usage, ODR should satisfy users’ psychological needs. The present study investigated to what extent needs predict ODR use, and to what extent ODR need satisfaction differs from key transportation modes. We conducted a longitudinal study spanning three months with weekly online surveys, focusing on nighttime ODR in an urban area. Longitudinal data were available from N = 29 participants. Results showed that need fulfillment significantly predicted ODR use, especially perceived competence. Discrete dimensions analyses showed that autonomy and competence were significantly predicting higher ODR usage. Comparing ODR and public bus, significant differences were found in all need dimensions; ODR performed consistently better. In comparing ODR and car, the only significant difference was monetary related; ODR was perceived as more cost-effective. In conclusion, psychological needs shape ODR usage and are crucial for designing such services.

Users ask large language models (LLMs) to help with their homework, for lifestyle advice, or for support in making challenging decisions. Yet LLMs are often unable to fulfil these requests, either as a result of their technical inabilities or policies restricting their responses. To investigate the effect of LLMs denying user requests, we evaluate participants’ perceptions of different denial styles. We compare specific denial styles (baseline, factual, diverting, and opinionated) across two studies, respectively focusing on LLM’s technical limitations and their social policy restrictions. Our results indicate significant differences in users’ perceptions of the denials between the denial styles. The baseline denial, which provided participants with brief denials without any motivation, was rated significantly higher on frustration and significantly lower on usefulness, appropriateness, and relevance. In contrast, we found that participants generally appreciated the diverting denial style. We provide design recommendations for LLM denials that better meet peoples’ denial expectations.

Successful collaboration in computer-mediated teams requires awareness among group members of each other’s knowledge, skills, and goals. Large Language Models (LLMs) can play a mediating role in establishing and maintaining this awareness among group members. In an in-situ study, we explored the impact of an LLM-based chatbot on cognitive and social group awareness through a distributed text-based group task. We instructed participants (N = 48) to complete a travel-planning task in sixteen groups of three, with each member given conflicting goals. Each chat was complemented by a chatbot that could be asked for assistance. Through a survey and semi-structured interview, we gained insight into participants’ deliberations on the task and the chatbot’s role. We found that the chatbot’s presence helped increase group awareness as users are forced to clearly and transparently formulate their intentions when prompting the chatbot. The chatbot’s ability to provide suggestions that compromise between user goals based on the chat history helped participants reach a consensus. We present implications for the design of chatbots for collaborative settings.

When interacting with artificial intelligence (AI) in the medical domain, users frequently face automated information processing, which can remain opaque to them. For example, users with diabetes may interact daily with automated insulin delivery (AID). However, effective AID therapy requires traceability of automated decisions for diverse users. Grounded in research on human-automation interaction, we study Subjective Information Processing Awareness (SIPA) as a key construct to research users’ experience of explainable AI. The objective of the present research was to examine how users experience differing levels of traceability of an AI algorithm. We developed a basic AID simulation to create realistic scenarios for an experiment with N = 80, where we examined the effect of three levels of information disclosure on SIPA and performance. Attributes serving as the basis for insulin needs calculation were shown to users, who predicted the AID system’s calculation after over 60 observations. Results showed a difference in SIPA after repeated observations, associated with a general decline of SIPA ratings over time. Supporting scale validity, SIPA was strongly correlated with trust and satisfaction with explanations. The present research indicates that the effect of different levels of information disclosure may need several repetitions before it manifests. Additionally, high levels of information disclosure may lead to a miscalibration between SIPA and performance in predicting the system’s results. The results indicate that for a responsible design of XAI, system designers could utilize prediction tasks in order to calibrate experienced traceability.