Name
Abstract | ||
|---|---|---|
Purpose Performing tasks in public spaces can be demanding due to task complexity. Systems that can keep track of the current task state may help their users to successfully fulfill a task. These systems, however, require major implementation effort. The purpose of this paper is to investigate if and how a mobile information assistant which has only basic task-tracking capabilities can support users by employing a least effort approach. This means, we are interested in whether such a system is able to have an impact on the way a workflow in public space is perceived. Design/methodology/approach The authors implement and test AIRBOT, a mobile chatbot application that can assist air passengers in successfully boarding a plane. The authors apply a three-tier approach and, first, conduct expert and passenger interviews to understand the workflow and the information needs occurring therein; second, the authors implement a mobile chatbot application providing minimum task-tracking capabilities to support travelers by providing boarding-relevant information in a proactive manner. Finally, the authors evaluate this application by means of an in situ study (n = 101 passengers) at a major European airport. Findings The authors provide evidence that basic task-tracking capabilities are sufficient to affect the users' task perception. AIRBOT is able to decrease the perceived workload airport services impose on users. It has a negative impact on satisfaction with non-personalized information offered by the airport, though. Originality/value The study shows that the number of features is not the most important means to successfully provide assistance in public space workflows. The study can, moreover, serve as a blueprint to design task-based assistants for other contexts. |
Year | DOI | Venue |
|---|---|---|
2019 | 10.1108/AJIM-07-2018-0179 | ASLIB JOURNAL OF INFORMATION MANAGEMENT |
Keywords | Field | DocType |
Human-computer interaction,Assistance system,Cooperative problem solving,In situ study,Mobile information behaviour,Mobile information needs | Public space,Information needs,Computer science,Workload,Originality,Blueprint,Human–computer interaction,Chatbot,Workflow,Perception | Journal |
Volume | Issue | ISSN |
71.0 | SP3.0 | 2050-3806 |
Citations | PageRank | References |
0 | 0.34 | 0 |
Authors | ||
5 | ||
Name | Order | Citations | PageRank |
|---|---|---|---|
| Markus Kattenbeck | 1 | 29 | 8.22 |
| Melanie A. Kilian | 2 | 0 | 0.34 |
| Matthias Ferstl | 3 | 3 | 1.07 |
| bernd ludwig | 4 | 436 | 42.67 |
| Florian Alt | 5 | 1552 | 119.24 |