Creating a chatbot for and with migrants: Chatbot personality drives co-design activities

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Journal Title
Journal ISSN
Volume Title
Conference article in proceedings
Date
2020-07-03
Major/Subject
Mcode
Degree programme
Language
en
Pages
12
219-230
Series
DIS 2020 - Proceedings of the 2020 ACM Designing Interactive Systems Conference
Abstract
Information portals are usually created to support the integration of migrants into a host country. However, the information-seeking process can be exhausting, cumbersome and even confusing for migrants as they must cope with time-consuming information overload while searching desired information from lists of documents. Chatbots are easy-to-use, natural, and intuitive, and thus could support information-seeking. There is a lack of research that engages and empowers migrants and other stakeholders as co-design participants in chatbot development. We explored how migrants can be empowered in designing a chatbot that supports their social integration. Using a co-design approach, we conducted a series of activities with migrants and other stakeholders (i.e., online questionnaires, empathy probes, surveys, and co-design workshops) to first understand their expectations regarding chatbots, and then co-design a personality-driven chatbot. We found that chatbot personality can drive co-designing a chatbot as design goals, design directions, and design criteria.
Description
Keywords
Avatar, Chatbot, Co-design, Conversation design, Generative toolkit, Migrants, Personality, Probes, Social integration
Other note
Citation
Chen, Z, Lu, Y, Nieminen, M P & Lucero, A 2020, Creating a chatbot for and with migrants : Chatbot personality drives co-design activities . in DIS 2020 - Proceedings of the 2020 ACM Designing Interactive Systems Conference . ACM, pp. 219-230, ACM Conference on Designing Interactive Systems, Eindhoven, Netherlands, 06/07/2020 . https://doi.org/10.1145/3357236.3395495