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Dagan "'Alexa, get me the articles': user experience and voice interfaces in academia"

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This presentation was provided by Kelly Dagan of Amherst College, during the NISO event "Discovery and Online Search, Part One: Drivers of Change in Online Search," held on June 12, 2019.

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Dagan "'Alexa, get me the articles': user experience and voice interfaces in academia"

  1. 1. “Alexa, get me the articles”: user experience and voice interfaces in academia Kelly Dagan Research, Instruction, & User Experience Librarian Amherst College Twitter: @K4Dag
  2. 2. What we’ll cover ▫ types of voice interfaces ▫ themes affecting voice search & academic discovery ▫ user hopes & expectations ▫ some UX requirements 2
  3. 3. Quick definitions 3
  4. 4. Voice user interfaces (VUIs) Input/output Voice is a primary way that users interact with the system Single vs. multi-modal Whether includes another interface mode (screen, touchscreen, physical interface) Voice assistants (Alexa, Siri, Cortana, Google Assistant, Bixby) Form of intelligent personal assistant (IPA) with voice input/output 4
  5. 5. “(Voice) is eating the world.” 5
  6. 6. Some statistics 2014 — 55% of teenagers used voice search more than once/day; 31% used it for “help with homework” 2017 — 46% of Americans use digital voice assistants ▫ 18-49 yr olds: 55% ▫ 50/+ yr olds: 37% 2018 — 25% of smart speaker owners with children say smart speakers are used to get help with homework 6
  7. 7. How fast really? 7
  8. 8. Advantages of voice 8
  9. 9. “You can type 38-40 words per minute on a mobile device, but you can speak at least 150 words per minute” 9
  10. 10. 10
  11. 11. 11
  12. 12. 12
  13. 13. 13
  14. 14. “Information: always on, on the go.” 14
  15. 15. Smartphones as important to academic success 15
  16. 16. Desperately seeking efficiency ▫ Factual information, quick answers 16
  17. 17. 17 gathering vs. processing
  18. 18. “The University for You.” 18
  19. 19. Personal support, increased productivity 19
  20. 20. User hopes (maybe expectations?) 20
  21. 21. easy answers, simple tasks ▫ library hours, services, events ▫ requesting & renewing materials ▫ booking rooms ▫ making appointments
  22. 22. research helper ▫ getting overviews ▫ gathering sources ▫ keeping up to date ▫ “Like having a research assistant in my phone” ▫ “dream information machine”
  23. 23. Requirements for UX 23
  24. 24. privacy ▫ 41% of digital assistant users are concerned about privacy, passive listening, & trust ▫ security risks posed by voice-activated tech
  25. 25. accessibility
  26. 26. transparency /user control
  27. 27. trust (& results) 27 ▫ tendency to be too trusting? ▫ contextualizing information ▫ relevancy ranking x1000
  28. 28. meeting expectations 28 ▫ voice tends to evoke conversational expectations ▫ limitations not well understood
  29. 29. the future is... 29
  30. 30. Thanks! Questions? You can find me at @K4Dag and kdagan@amherst.edu 30
  31. 31. Credits Special thanks to all the people who made and released these awesome resources for free: ▫ Presentation template by SlidesCarnival Image credits: ▫ Ice cream photo by Brooke Lark on Unsplash ▫ Tortoise photo by Nick Abrams on Unsplash ▫ Driving photo by Dan Gold on Unsplash ▫ Robot photo by DJ Johnson on Unsplash ▫ Magic photo by Artem Maltsev on Unsplash ▫ Squirrel photo by Vincent van Zalinge on Unsplash ▫ “Drink coffee: do stupid things faster with more energy,” Ben Sutherland, Flickr, Attribution-ShareAlike 2.0 Generic (CC BY-SA 2.0) https://www.flickr.com/ photos/bensutherland/6996342959 ▫ Box photo by Christian Fregnan on Unsplash ▫ 31
  32. 32. References ▫ Buvat, J., Jacobs, K., Sengupta, A., Taylor, M., Khadikar, A. (2018). Conversational commerce: Why consumers are embracing voice assistants in their lives. Capgemini Digital Transformation Institute. Retrieved from https://www.capgemini.com/consulting/wp-content/uploads/sites/30/2018/01/conve rsational_commerce_research_report.pdf ▫ Druga, S., Williams, R., Breazeal, C., & Resnick, M. (2017). Hey Google is it OK if I eat you? Proceedings of the 2017 Conference on Interaction Design and Children. 595-600 ▫ Enis, M. (2018). Voice activated: Smart speakers are becoming part of U.S. households, and there’s a lot that the public needs to know, with libraries well positioned to help. Library Journal, (6), 28. ▫ Engleson, S. (2017). The future of voice: from smartphones to smart speakers to smart homes. ComScore. ▫ Galanek, J. D., Gierdowski, D.C., & Brooks, D.C. (2018). ECAR Study of Undergraduate Students and Information Technology, 2018. Research report. Louisville, CO: ECAR, October 2018. ▫ Falciani-White, N. (2017). Information behaviors of elite scholars in the context of academic practice. Journal of Documentation, 73(5), 953–973. https://doi.org/10.1108/JD-02-2017-0028 ▫ Google Data, U.S., Google App, Android, May 2016. Retrieved from https://www.thinkwithgoogle.com/data/google-app-voice-search/ ▫ Hinchliffe, L. J., Griffey, J., King, E., Schofield, M. (2017). Is the Researcher Human? Is the Librarian? Bots, Conversational User Interfaces, and Virtual Research Assistants. CNI Spring 2017 Membership Meeting. Retrieved from https://www.cni.org/topics/information-access-retrieval/is-the-researcher-human-is- the-librarian-bots-conversational-user-interfaces-and-virtual-research-assistants 32
  33. 33. (more) References ▫ Huffman, S. (2014, October 14). OMG! Mobile voice survey reveals teens love to talk. Google Official Blog. Retrieved from: https://googleblog.blogspot.com/2014/10/omg-mobile-voice-survey-reveals-tee ns.html ▫ Kleinberg, S. (2018). 5 ways voice assistance is shaping consumer behavior. Think with Google. Retrieved from https://www.thinkwithgoogle.com ▫ /consumer-insights/voice-assistance-consumer-experience/ ▫ Lei X, Tu G-H, Liu AX, et al. (2017). The insecurity of home digital voice assistants - Amazon Alexa as a case study. Available at https://arxiv.org/abs/1712.03327 ▫ Mander, J., and Buckle, C. (2018). Voice Search: A deep-dive into the consumer uptake of the voice assistant technology. GlobalWebIndex. Retrieved from https://www.globalwebindex.com/hubfs/Downloads/ Voice-Search-report.pdf ▫ Mortensen, D. (2019, May 27). Natural user interfaces -- what are they and how do you design user interfaces that feel natural? Interaction Design Foundation. Retrieved from https://www.interaction-design.org/literature/ article/natural-user-interfaces-what-are-they-and-how-do-you-design-user-interf aces-that-feel-natural ▫ Nass, C. I., & Brave, S. (2005). Wired for speech : how voice activates and advances the human-computer relationship. Cambridge, Mass: MIT Press. ▫ Nicas, J. (2017, Nov 16). Google has picked an answer for you--too bad it's often wrong. Wall Street Journal (Online) ▫ NPR & Edison Research. (2018). The smart audio report. Retrieved from https://www.nationalpublicmedia.com/wp-content/uploads/2018/07/Smart-Audio -Report-from-NPR-and-Edison-Research-Spring-2018_Downloadable-PDF.pdf 33
  34. 34. (even more!) References ▫ Olson, C., & Kemery, K. (2019). Voice report: From answers to action: customer adoption of voice technology and digital assistants. Microsoft & Bing. Retrieved from https://advertiseonbing-blob.azureedge.net/blob/bingads/media/insight/whitep apers/2019/04%20apr/voice-report/bingads_2019_voicereport.pdf ▫ Pew Research Center. (2017). Nearly half of Americans use digital voice assistants, mostly on their smartphones.Retrieved from: https://www.pewresearch.org/fact-tank/2017/12/12/nearly-half-of-americans-u se-digital-voice-assistants-mostly-on-their-smartphones/ ▫ Seilhamer, R., Chen, B., Bauer, S., Salter, A., Bennett, L. (2018). Changing Mobile Learning Practices: A Multiyear Study 2012-2016. Research report. CC-BY-NC-SA 4.0 Retrieved from https://www.educause.edu /ecar/research-publications/ecar-study-of-undergraduate-students-and-inform ation-technology/2018/introduction-and-key-findings ▫ Tate, E. (2018, July 2). Northeastern U. to equip all students with Alexa-powered devices. edscoop. Retrieved from https://edscoop.com/northeastern-amazon-echo-dots-alexa-students/ ▫ Thomson, C. (2018, March 22). The future is voice search? Spare a thought for those of us with speech impediments. Gizmodo. Retrieved from https://www.gizmodo.co.uk/2018/03/the-future-is-voice-search-spare-a-though t-for-those-of-us-with-speech-impediments/ ▫ Vlahos, J. (2019, February 18). “Amazon Alexa and the search for the one perfect answer.” Wired. Retrieved from https://www.wired.com/story/ amazon-alexa-search-for-the-one-perfect-answer/ ▫ Young, N.J. & Seggern, M.V.. (2001). General Information Seeking in Changing Times: A Focus Group Study. Reference & User Services Quarterly, 41(2), 159. 34