2 research outputs found
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User trust in intelligent systems: A journey over time
Trust is a significant factor in user adoption of new systems. However, although trust is a dynamic attitude of the user towards the system and changes over time, trust in intelligent systems is typically captured as a single quantitative measure at the conclusion of a task. This paper challenges this approach. We report a case study that employed a combination of repeated quantitative and qualitative measures to examine how trust in an intelligent system evolved over time and whether this varied depending on whether the system offered explanations. We discovered different patterns in participants' trust journeys. When provided with explanations, participants' trust levels initially increased, before returning to their original level. Without explanations, participants' trust reduced over time. The qualitative data showed that perceived system ability was more important in determining trust amongst with explanation participants and perceived transparency was a greater influence on the trust of participants who did not receive explanations. The findings provide a deeper understanding of the development of user trust in intelligent systems and indicate the value of the approach adopted
An exploratory study to design constrained engagement in smart heating systems
Smart heating systems that leverage complex models of user preferences and energy consumption within the home and the wider network in order to make intelligent heating decisions have started to be adopted in homes. While heating systems that allow the user to directly manipulate the heating schedule and temperature have been investigated in some detail, little is known about how to strike a balance between encouraging users to interact with the system but not to demand too much of their attention, what research has termed "constrained engagement" with calm technology. In this exploratory study, we investigated how participants responded to a number of scenarios involving a novel smart heating system in order to support controllability, intelligibility and user experience as part of a constrained engagement approach. We focused in particular on when participants wanted to engage with the smart heating system and how explanations from the system could influence user engagement. Our study contributes a better understanding of users' expectations towards smart heating systems that can form the basis of improved user interfaces