Abstract The application and use cases for conversational agents (CAs) are versatile. Smart speakers such as Alexa and Google Home are used in smart home environments, digital agents are integrated into car systems and chatbots are increasingly used in customer service processes. However, human–computer interaction researchers identify and investigate a wide-ranging variety of aspects impeding the usage of CAs by end-users. In general, impediments differ depending on use case contexts, user group characteristics and the CA’s technological infrastructure. Hence, it is difficult and often ambiguous for designers and developers to generate an appropriate awareness about aspects impeding CA usage. We address this problem, by conducting a systematic review of 65 publications surveying impeding aspects of the usage of CAs.

There has been increasing interest in the application of service robots in retail service domains in recent years. In most cases, deployed robot systems focus on serving customer needs autonomously. Specific and individual customer needs often cannot be addressed by these systems, promoting frustration and dissatisfaction in customers. In this study, we investigate the potential of human-robot-collaboration in service domains and how humans may be kept in the loop while customers interact with autonomous service robots. Therefore, we developed a graphical user interface allowing users to control a service robot remotely. We tested the interface with 19 participants to understand their perceptions on the usability of the interface and their user experiences while serving customers in two different use cases. Results illustrate that participants easily learned interacting with the robot and successfully completed the service use cases. They reported diverse user experiences, ranging from feeling odd to having great experiences while remotely operating the robot. We discuss implications of our results for the design of human-robot-interaction in service domains and emphasize a shift of focus from full robot automatization to human-robot collaboration.

Aim of this study is to investigate the effects of user experience (UX) on shopping mall customers’ intention to use a social robot. Therefore, we used a Wizard of Oz approach that enabled data collection in situ. Quantitative data was obtained from a questionnaire completed by shopping mall customers who interacted with a social robot. Data was used in a regression analysis, where user experience factors served as predictors for robot use in retail. The regression model explains up to 23.2% of the variance in customers’ intention to use a social robot. In addition, we collected qualitative data on human-robot-interactions and used the data to complement the interpretation of statistical results. Our findings suggest that only hedonic qualities significantly contribute to the prediction of customers’ intention, that shopping mall customers are reluctant to grant pragmatic qualities to social robots, and that UX evaluation in HRI requires additional predictors.

This paper presents the outcomes of an exploratory study focused on the evaluation of an interactive music exergame for People with Dementia (PwD) and their caregivers. PwD tend to isolate themselves from the outside world, therefore carers need to develop strategies to maintain communication with them. Studies indicate that music–based activities provide an effective way to achieve social interaction with PwD. At the same time, physical activity plays a major role in dementia-related interventions because it can slow down progression and provide meaningful stimulation. Our developed interactive music game bounds these two concerns together; we evaluated the system afterwards regarding its individual and social impact and its integration into the daily routines of both PwD and their caregivers, focusing on its capacity to provide both enjoyment and relief from some of the effects of dementia. Qualitative data collected over 4 months confirmed the valuable impact of music-based interventions of PwD. Of particular note was how PwD used the game to improve or maintain their physical condition while recovering past memories and an interest in social interaction.

There has been increasing interest in the application of humanoid robots in service domains like retail or care homes in recent years. Here, most use cases focus on serving customer needs autonomously. Frequently, human intervention becomes necessary to support the robot in exceptional situations. However, direct intervention of service operators is often not possible and requires specialized personnel. In a co-design process with 13 service operators from a pharmacy, we designed a remote working environment for human-robot collaboration that enables first-time experiences and collaboration with robots. Five participants took part in an assessment study and reported on their experiences about the utility, usability and user experience. Results show that participants were able to control and train the robot through the remote control environment. We discuss implications of our results for future work in service domains and emphasize a shift of focus from full robot automatization to human-robot collaboration forms.

There has been increasing interest in designing for dementia in recent years. Empirical investigation is now needed of the long-term role of caregivers in appropriating ICTs into the complex daily life of people with dementia (PwD). We present here the outcomes of a 4-month evaluation of the individual, social and institutional impact of a videogame-based training system. The everyday behavior and interactions of 52 PwD and 25 caregivers was studied qualitatively, focusing on the role played by caregivers in integrating the system into daily routines. Our results indicate that the successful appropriation of ICT for PwD depends partly on the physical, cognitive and social benefits for PwD, but especially on the added value perceived by their social care-network. We discuss the need for design in dementia to develop more socially embedded innovations that can address the social actors involved and thus contribute to practical solutions for professional and private care.

Aim of this study is to investigate the influence of technological and social cognitive factors for the use of sensor-based technologies for active and healthy ageing (AHA) support by older adults. In a mixed methods approach, data was initially obtained from an online questionnaire completed by older health technology users and used in a regression analysis, where factors from the Technology Acceptance Model (TAM) and the Social Cognitive Theory (SCT) served as predictors for health technology use (HTU). Further, in-depth interviews were conducted with older adults to gain insights into technology use and physical activity behaviour of older adults. The regression analysis showed that the TAM and SCT factors accounted for a significant proportion of variance (39.5%) in HTU. Significant predictors of HTU were physical activity (.399**), social support (.287*), and expectations regarding individual health (.440*) and physical appearance (−.470**), indicating physical activity as mediator for HTU. The qualitative analysis indicated the conflation of technology support with social environments as key for physical activity behaviour in older adults. The findings indicate physical activity as a mediator in HTU by older adults and suggest that the consideration of social factors in health technology design may facilitate the uptake of AHA technologies.

This paper presents the outcomes of an exploratory field study that examined the social impact of an ICT-based suite of exergames for people with dementia and their caregivers. Qualitative data was collected over a period of 8 months, during which time we studied the daily life of 14 people with dementia and their informal and professional caregivers. We focus on the experiential aspects of the system and examine its social impact when integrated into the daily routines of both people with dementia themselves and their professional and family caregivers. Our findings indicate that relatives were able to regain leisure time, whilst people with dementia were able to recapture certain aspects of their social and daily activities that might otherwise have been lost to them. Results suggest that the system enhanced social-interaction, invigorated relationships, and improved the empowerment of people with dementia and their caregivers to face daily challenges.

As a result of ageing societies, the prevalence of dementia, and accordingly the need of care is increasing rapidly. Here, the use of ICT-based technologies may facilitate and promote a self-sustaining life-style for people with dementia and their caregivers. The presented poster describes early findings from the project MobiAssist and outlines the ICT-based training system. The system aims to increase the physical and cognitive capabilities of people with dementia, relief the caregivers and improve wellbeing of involved parties.

Dementia not only affects the cognitive capabilities, especially memory and orientation, but also physical capabilities, which are associated with a decrease of physical activities. Here, ICT can play a major role to improve health, quality of life and wellbeing in older adults suffering from dementia and related stakeholders, such as relatives, professional and informal caregivers. The aim of the presented system is to increase physical and cognitive capabilities of people with dementia and their caregivers to support them in daily life activities, reduce the strain of the caregivers and improve both their wellbeing.

Need for care and accordingly the prevalence of dementia is increasing rapidly. Information and communication technologies (ICT) may have the potential to support collaboration and cooperation between people with dementia and their caregivers and thus promote independency, wellbeing and quality of life of involved parties. In this context, the authors investigated the potential of an ICT-based videogame system to generate and facilitate social experiences of people with dementia and their caregivers. 26 people with dementia and their caregivers participated in a 16 month participatory design study. Results suggest that collaboration and cooperation among involved parties increased by using the system. Further, the study revealed positive and negative social experiences triggered by the videogame based system. This article will report on these results and provide implications that may support researchers to design similar systems with the potential to increase collaboration and cooperation among people with dementia and their caregivers.