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Brock Bass, Nicole Fink, Margaux Price, Lindsay Sturre , Erin Hentschel , & Richard Pak

How Does Anthropomorphic Automation Affect User ’ s Trust, Compliance, and Performance On a Decision Making Task? . Brock Bass, Nicole Fink, Margaux Price, Lindsay Sturre , Erin Hentschel , & Richard Pak Clemson University. Everyday Health Decision Making. Deciding what to eat

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Brock Bass, Nicole Fink, Margaux Price, Lindsay Sturre , Erin Hentschel , & Richard Pak

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  1. How Does Anthropomorphic Automation Affect User’s Trust, Compliance, and Performance On a Decision Making Task? Brock Bass, Nicole Fink, Margaux Price, Lindsay Sturre, Erin Hentschel, & Richard Pak Clemson University

  2. Everyday Health Decision Making • Deciding what to eat • Choosing an insurance plan • Deciding a course of treatment • Managing chronic illness

  3. Automation In Health • Rapid adoption of smartphones • Everyday health may be aided by relatively ubiquitous mobile technologies • Always available • Networked • Advanced sensors • May be regulated byFDA (LA Times, July 19, 2011)

  4. Automation • “the execution by a machine agent (usually a computer) of a function that was previously carried out by a human” (Parasuraman & Riley, 1997, p. 231).

  5. Automation Reliability & Trust Over-trust Proper calibration Perceived reliability Dis-trust Actual reliability Gempler & Wickens, 1998

  6. Automation Undertrust • Users tend to under-rely on automated aids (Dzindolet, Pierce, Beck, & Dawe, 2002) • Even when using the unreliable aid was better than not (Dzindolet et al., 2003) • Older adults under-rely too (Ezer, Rogers, & Fisk, 2008) • Even when the costs of not using were high

  7. Anthropomorphic Interfaces • Human-like characteristics that accompany computer interfaces • Appearance or behavior • Conversational agents • Personified interfaces It looks like you’re giving a presentation… Would you like some help? Yes No

  8. Anthropomorphic Interfaces • Users apply social rules to their interactions with computers (Nass & Moon, 2000) • Affects perceptions of the system • Including trust • Performance effects unclear

  9. Research Questions • How does a light form of anthropomorphism affect trust in a decision aid? • Would trust engendered by anthropomorphism lead to different behavior with aid? • Age differences?

  10. Task • Answering 30 difficult diabetes-related questions • Either with no aid, or a smartphone-based aid • Text interface • Personified interface • Aid was 67% reliable

  11. Possible Responses in Aid Conditions • Could either AGREE, DISAGREEwith aid or PEEK • AGREE: go with aid’s suggestion • DISAGREE: ignore aid’s suggestion, work problem • PEEK: view other choices before agreeing/disagreeing

  12. Design and Participants • 2 (age group) x 3 (aid type) between-groups design • 45 younger (M = 19.82; SD = 1.54) and 45 older (M = 73.0; SD = 5.18) participants

  13. Procedure • Trial • Presented with a diabetes scenario • Answered multiple choice question with or without aid (either text or anthro) • Reported trust and confidence (aid only) • After 30 trials, completed NASA TLX

  14. Question Answer Time • Questions answered faster with ANTHRO automation compared to NO automation • F(1,78)=4.5, p < .05 • No difference between TEXT automation and NO automation • No difference between ANTHRO and TEXT • No age difference * n.s n.s

  15. Accuracy • Text and Anthro automation more accurate than NO automation • F(1,78)=18.8, p < .05 • No difference between Text-Anthro • No Age difference • Automation reliability = 67%

  16. Trust in Aid • Age x Condition interaction • F(1,52)=5.0, p<.05 • Mean trust increased in ANTHRO for younger adults. • Not for older adults Age

  17. Behavioral Trust Levels of trust: 1=DISAGREE 2=PEEK and DISAGREE 3=PEEK and AGREE 4=AGREE

  18. Behavioral Trust • Behavior as a measure of trust was higher in ANTHRO F(1,52)=11.1, p<.05 • No age difference Condition

  19. Results Summary • Accuracy and speed increased with any automation • No age differences • Trust higher with ANTHRO aid • Subjective trust: differences only for younger adults • Objective trust: differences for both age groups

  20. Conclusion • A light form of anthropomorphism can increase trust in a decision aid • All aspects equivalent except photograph • Performance matched aid reliability (good calibration?) • Trust increased, workload decreased • Effects for both age groups • For situations where an aid is preferred, anthropomorphism can increase usage

  21. Acknowledgments • This research was supported by a Google Research Award.

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