Exploring the Effects of Interactive Dialogue in Improving User Control for Explainable Online Symptom Checkers

Yuan Sun, S. Shyam Sundar

Research output: Chapter in Book/Report/Conference proceedingConference contribution

4 Scopus citations

Abstract

There has been a major push to improve the transparency of online symptom checkers (OSCs) by providing more explanations to users about their functioning and conclusions. However, not all users will want explanations about all aspects of these systems. A more user-centered approach is necessary for personalizing user experience of explanations. With this in mind, we designed and tested an interactive dialogue interface to afford user control to receive only those explanations that they would like to read. A user study (N = 152) with a text-based chatbot for assessing anxiety levels and presented explanations to participants in one of the three forms-an interactive dialogue providing choice for viewing different components of the explanations, a static disclosure of all explanations, and a control condition with no explanations whatsoever. We found that participants varied in the kinds of information they wanted to learn. The interactive delivery of explanations led to higher levels of perceived transparency and affective trust in the system. Furthermore, both subjective and objective understanding of the mechanism used for assessing anxiety was higher for participants in the interactive dialogue condition. We discuss theoretical and practical implications of imbuing interactivity for enhancing the effectiveness of explainable systems.

Original languageEnglish (US)
Title of host publicationCHI 2022 - Extended Abstracts of the 2022 CHI Conference on Human Factors in Computing Systems
PublisherAssociation for Computing Machinery
ISBN (Electronic)9781450391566
DOIs
StatePublished - Apr 27 2022
Event2022 CHI Conference on Human Factors in Computing Systems, CHI EA 2022 - Virtual, Online, United States
Duration: Apr 30 2022May 5 2022

Publication series

NameConference on Human Factors in Computing Systems - Proceedings

Conference

Conference2022 CHI Conference on Human Factors in Computing Systems, CHI EA 2022
Country/TerritoryUnited States
CityVirtual, Online
Period4/30/225/5/22

All Science Journal Classification (ASJC) codes

  • Human-Computer Interaction
  • Computer Graphics and Computer-Aided Design
  • Software

Fingerprint

Dive into the research topics of 'Exploring the Effects of Interactive Dialogue in Improving User Control for Explainable Online Symptom Checkers'. Together they form a unique fingerprint.

Cite this