Utility-Based Evaluation of Adaptive Systems

The variety of user-adaptive hypermedia systems available calls for methods of comparison. Layered evaluation techniques appear to be useful for this purpose. In this paper we present a utility-based evaluation approach that is based on these techniques. Issues that arise when putting utility-based evaluation into practice are dealt with. We also explain the need for interpretative user models and common sets of evaluation criteria for different domains

A proposal for the evaluation of adaptive information retrieval systems using simulated interaction

The Centre for Next Generation Localisation (CNGL) is involved in building interactive adaptive systems which combine Information Retrieval (IR), Adaptive Hypermedia (AH) and adaptive web techniques and technologies. The complex functionality of these systems coupled with the variety of potential users means that the experiments necessary to evaluate such systems are difficult to plan, implement and execute. This evaluation requires both component-level scientific evaluation and user-based evaluation. Automated replication of experiments and simulation of user interaction would be hugely beneficial in the evaluation of adaptive information retrieval systems (AIRS). This paper proposes a methodology for the evaluation of AIRS which leverages simulated interaction. The hybrid approach detailed combines: (i) user-centred methods for simulating interaction and personalisation; (ii) evaluation metrics that combine Human Computer Interaction (HCI), AH and IR techniques; and (iii) the use of qualitative and quantitative evaluations. The benefits and limitations of evaluations based on user simulations are also discussed

Exploring User Satisfaction in a Tutorial Dialogue System

Abstract User satisfaction is a common evaluation metric in task-oriented dialogue systems, whereas tutorial dialogue systems are often evaluated in terms of student learning gain. However, user satisfaction is also important for such systems, since it may predict technology acceptance. We present a detailed satisfaction questionnaire used in evaluating the BEETLE II system (REVU-NL), and explore the underlying components of user satisfaction using factor analysis. We demonstrate interesting patterns of interaction between interpretation quality, satisfaction and the dialogue policy, highlighting the importance of more finegrained evaluation of user satisfaction

User-Centered Evaluation of Adaptive and Adaptable Systems

Adaptive and adaptable systems provide tailored output to various users in various contexts. While adaptive systems base their output on implicit inferences, adaptable systems use explicitly provided information. Since the presentation or output of these systems is adapted, standard user-centered evaluation methods do not produce results that can be easily generalized. This calls for a reflection on the appropriateness of standard evaluation methods for user-centered evaluations of these systems. We have conducted a literature review to create an overview of the methods that have been used. When reviewing the empirical evaluation studies we have, among other things, focused on the variables measured and the implementation of results in the (re)design process. The goal of our review has been to compose a framework for user-centered evaluation. In the next phase of the project, we intend to test some of the most valid and feasible methods with an adaptive or adaptable system

Incorporating Clicks, Attention and Satisfaction into a Search Engine Result Page Evaluation Model

Modern search engine result pages often provide immediate value to users and organize information in such a way that it is easy to navigate. The core ranking function contributes to this and so do result snippets, smart organization of result blocks and extensive use of one-box answers or side panels. While they are useful to the user and help search engines to stand out, such features present two big challenges for evaluation. First, the presence of such elements on a search engine result page (SERP) may lead to the absence of clicks, which is, however, not related to dissatisfaction, so-called "good abandonments." Second, the non-linear layout and visual difference of SERP items may lead to non-trivial patterns of user attention, which is not captured by existing evaluation metrics. In this paper we propose a model of user behavior on a SERP that jointly captures click behavior, user attention and satisfaction, the CAS model, and demonstrate that it gives more accurate predictions of user actions and self-reported satisfaction than existing models based on clicks alone. We use the CAS model to build a novel evaluation metric that can be applied to non-linear SERP layouts and that can account for the utility that users obtain directly on a SERP. We demonstrate that this metric shows better agreement with user-reported satisfaction than conventional evaluation metrics.Comment: CIKM2016, Proceedings of the 25th ACM International Conference on Information and Knowledge Management. 201

Evaluation of User Support: Factors That Affect User Satisfaction With Helpdesks and Helplines

In addition to technical documentation, face-to-face helpdesks and telephonic helplines are a powerful means for supporting users of technical products and services. This study investigates the factors that determine user satisfaction with helpdesks and helplines. A survey, based on the SERVQUAL framework and questionnaire, shows that the SERVQUAL dimensions of customer satisfaction are not applicable in these contexts. Three quality dimensions were found instead: solution quality, the experience of the consultation, and, in the case of a physical environment, the so-called tangibles. Helpdesk customers base their overall quality perceptions mainly on their experiences during a consultation, while helpline customers focus strongly on the quality of the solution offered.\ud The study also found a connection between the perceived helpline quality and the appreciation of the primary service

A user evaluation of hierarchical phrase browsing

Phrase browsing interfaces based on hierarchies of phrases extracted automatically from document collections offer a useful compromise between automatic full-text searching and manually-created subject indexes. The literature contains descriptions of such systems that many find compelling and persuasive. However, evaluation studies have either been anecdotal, or focused on objective measures of the quality of automatically-extracted index terms, or restricted to questions of computational efficiency and feasibility. This paper reports on an empirical, controlled user study that compares hierarchical phrase browsing with full-text searching over a range of information seeking tasks. Users found the results located via phrase browsing to be relevant and useful but preferred keyword searching for certain types of queries. Users experiences were marred by interface details, including inconsistencies between the phrase browser and the surrounding digital library interface

Paper Prototyping a Social Mobile Service

Methods for design and evaluation of interactive applications are not readily applicable to mobile services. By modifying an existing paper prototyping method we evaluated a mobile social service for providing user-based tips in a shopping mall. The evaluation showed that tips can be pushed to users and that they can accept that a complex user interface is presented on a small screen. Although the evaluation took place in an office environment, we received feedback on functionality of the service in the context of the shopping mall. Our evaluation indicates that simple prototyping techniques can be used for informative evaluations of mobile services that are heavily context dependent