Designing a conversational agent to promote teamwork and collaborative practices using design thinking: An explorative study on user experiences

Sofie Smedegaard Skov, Josefine Ranfelt Andersen, Sigurd Lauridsen, Mads Bab, Marianne Bundsbæk, Maj Britt Dahl Nielsen*

*Corresponding author for this work

Research output: Contribution to journalJournal articleResearchpeer-review

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Abstract

Appearance, voice features, and communication style affect users trust in conversational agents (chatbots), but few studies have assessed what features users like and dislike. Using design thinking, we developed Susa, a conversational agent, to help workplaces promote teamwork and collaborative practices. Design thinking prioritizes co-creation and multidisciplinary teamwork to develop innovative solutions to complex problems. The aim of this qualitative study was to explore users’ interactions with and reactions toward Susa and explain how we used user inputs to adapt and refine the first prototype. The employees and managers from four workplaces participated in three workshops to test and refine the agent. We applied an explorative thematic analysis of data collected via video recordings of the workshops. The results of the analyses revealed that visual identity, communication style and personality was important for acceptability. Users favored a more human like agent that primarily communicated with the team via text messages. Users disliked emoticons and humor because these features clashed with the seriousness of the topic. Finally, users highlighted that Susa helped structure organizational change processes, develop concrete action plans, and stay on track. It is a weakness that Susa is a simple robot based on a preprogrammed script that does not allow users to adapt the process.

Original languageEnglish
Article number903715
JournalFrontiers in Psychology
Volume13
Number of pages11
ISSN1664-1078
DOIs
Publication statusPublished - 11. Oct 2022

Bibliographical note

Funding Information:
This project was funded by Velliv Foreningen grant number 18-4168.

Keywords

  • design thinking
  • employee wellbeing
  • mental health
  • occupational psychology
  • participatory intervention
  • teamwork

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