research-article

Patterns for How Users Overcome Obstacles in Voice User Interfaces

Authors:

Anushay Furqan,

Jessica Nebolsky,

Jichen ZhuAuthors Info & Claims

CHI '18: Proceedings of the 2018 CHI Conference on Human Factors in Computing Systems

Paper No.: 6, Pages 1 - 7

https://doi.org/10.1145/3173574.3173580

Published: 19 April 2018 Publication History

Abstract

Voice User Interfaces (VUIs) are growing in popularity. However, even the most current VUIs regularly cause frustration for their users. Very few studies exist on what people do to overcome VUI problems they encounter, or how VUIs can be designed to aid people when these problems occur. In this paper, we analyze empirical data on how users (n=12) interact with our VUI calendar system, DiscoverCal, over three sessions. In particular, we identify the main obstacle categories and types of tactics our participants employ to overcome them. We analyzed the patterns of how different tactics are used in each obstacle category. We found that while NLP Error obstacles occurred the most, other obstacles are more likely to frustrate or confuse the user. We also found patterns that suggest participants were more likely to employ a "guessing" approach rather than rely on visual aids or knowledge recall.

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Cited By

Mahmood AWang JYao BWang DHuang C(2025)User Interaction Patterns and Breakdowns in Conversing with LLM-Powered Voice AssistantsInternational Journal of Human-Computer Studies10.1016/j.ijhcs.2024.103406195(103406)Online publication date: Jan-2025
https://doi.org/10.1016/j.ijhcs.2024.103406
Deshmukh AChalmeta R(2024)User Experience and Usability of Voice User Interfaces: A Systematic Literature ReviewInformation10.3390/info1509057915:9(579)Online publication date: 19-Sep-2024
https://doi.org/10.3390/info15090579
Choi MCui DKoilias AMousas C(2024)The Effects of Virtual Character's Intelligence and Task's Complexity during an Immersive Jigsaw Puzzle Co-solving TaskProceedings of the 17th ACM SIGGRAPH Conference on Motion, Interaction, and Games10.1145/3677388.3696324(1-12)Online publication date: 21-Nov-2024
https://dl.acm.org/doi/10.1145/3677388.3696324
Show More Cited By

Index Terms

Patterns for How Users Overcome Obstacles in Voice User Interfaces
1. Human-centered computing
  1. Human computer interaction (HCI)

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cover image ACM Conferences

CHI '18: Proceedings of the 2018 CHI Conference on Human Factors in Computing Systems

April 2018

8489 pages

ISBN:9781450356206

DOI:10.1145/3173574

General Chairs:
Regan Mandryk
University of Saskatchewan, Canada
,
Mark Hancock
University of Waterloo, Canada
,
Program Chairs:
Mark Perry
Brunel University London, UK
,
Anna Cox
University College London, UK

Copyright © 2018 ACM.

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Published: 19 April 2018

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Overall Acceptance Rate 6,199 of 26,314 submissions, 24%

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Cited By

Mahmood AWang JYao BWang DHuang C(2025)User Interaction Patterns and Breakdowns in Conversing with LLM-Powered Voice AssistantsInternational Journal of Human-Computer Studies10.1016/j.ijhcs.2024.103406195(103406)Online publication date: Jan-2025
https://doi.org/10.1016/j.ijhcs.2024.103406
Deshmukh AChalmeta R(2024)User Experience and Usability of Voice User Interfaces: A Systematic Literature ReviewInformation10.3390/info1509057915:9(579)Online publication date: 19-Sep-2024
https://doi.org/10.3390/info15090579
Choi MCui DKoilias AMousas C(2024)The Effects of Virtual Character's Intelligence and Task's Complexity during an Immersive Jigsaw Puzzle Co-solving TaskProceedings of the 17th ACM SIGGRAPH Conference on Motion, Interaction, and Games10.1145/3677388.3696324(1-12)Online publication date: 21-Nov-2024
https://dl.acm.org/doi/10.1145/3677388.3696324
Wilhelm MSchwaetzer EOtten TZobel TSchumacher K(2024)Troubleshooting Conversations: Exploring Chatbot Repair StrategiesProceedings of Mensch und Computer 202410.1145/3670653.3677496(386-391)Online publication date: 1-Sep-2024
https://dl.acm.org/doi/10.1145/3670653.3677496
Hong JKacorri H(2024)Understanding How Blind Users Handle Object Recognition Errors: Strategies and ChallengesProceedings of the 26th International ACM SIGACCESS Conference on Computers and Accessibility10.1145/3663548.3675635(1-15)Online publication date: 27-Oct-2024
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Seaborn KUrakami JPennefather PMiyake N(2024)Qualitative Approaches to Voice UXACM Computing Surveys10.1145/365866656:12(1-34)Online publication date: 20-Apr-2024
https://dl.acm.org/doi/10.1145/3658666
Vu MWang HChen JLi ZZhao SXing ZChen C(2024)GPTVoiceTasker: Advancing Multi-step Mobile Task Efficiency Through Dynamic Interface Exploration and LearningProceedings of the 37th Annual ACM Symposium on User Interface Software and Technology10.1145/3654777.3676356(1-17)Online publication date: 13-Oct-2024
https://dl.acm.org/doi/10.1145/3654777.3676356
Oh JKim NYan YLee S(2024)VOICON: Geometric Motion-Based Visual Feedback in Voice User InterfaceProceedings of the 2024 ACM Designing Interactive Systems Conference10.1145/3643834.3660741(102-115)Online publication date: 1-Jul-2024
https://dl.acm.org/doi/10.1145/3643834.3660741
Zhou CYan ZRam AGu YXiang YLiu CHuang YOoi WZhao S(2024)GlassMail: Towards Personalised Wearable Assistant for On-the-Go Email Creation on Smart GlassesProceedings of the 2024 ACM Designing Interactive Systems Conference10.1145/3643834.3660683(372-390)Online publication date: 1-Jul-2024
https://dl.acm.org/doi/10.1145/3643834.3660683
Moore RAn SMarrese O(2024)Understanding is a Two-Way Street: User-Initiated Repair on Agent Responses and Hearing in Conversational InterfacesProceedings of the ACM on Human-Computer Interaction10.1145/36410268:CSCW1(1-26)Online publication date: 26-Apr-2024
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