Designing AI Voice Assistants in Service Design: A Tool For Designing AI Voice Assistant as Non-human actor through Service Design while limiting the gender-bias.
Translated title
Designing AI Voice Assistants in Service Design
Author
Strnova, Veronika
Term
4. term
Education
Publication year
2021
Submitted on
2021-05-28
Pages
98
Abstract
Dette kandidatspeciale undersøger servicedesigneres rolle i udviklingen af AI-stemmeassistenter. Det spørger, hvordan en brugercentreret tilgang kan øge brugen og samtidig reducere den kønsskævhed, der ofte findes i stemmeassistenter. Projektet arbejder inden for Service Design-tænkning og Double Diamond-tilgangen og starter med en indledende problemformulering, som løbende justeres i tråd med brugerbehov og designetik. For at forstå servicen og dens mange dele anvendes velkendte Service Design-metoder: aktør- og systemkort, brugerrejser, personas, empatikort og service blueprints. Det hjælper med at tackle to udfordringer: at få folk til at bruge servicen via kontaktpunktet med stemmeassistenten (et møde mellem bruger og service) og at skabe en sammenhængende oplevelse på tværs af alle kontaktpunkter. Specialet fokuserer på, hvordan servicedesignere kan arbejde med ikke-menneskelige aktører som stemmeassistenter ved at tilpasse persona-metoden til dem. Forfatteren har udviklet et praktisk værktøj, der guider udformningen af stemmeassistenters personligheder med henblik på at begrænse kønsskævhed og samtidig give brugerne mulighed for at tilpasse dem. Specialet præsenterer eksempel-personas og samtalescenarier, som viser samtaleforløb og tone. Disse blev testet med brugere; derefter blev persona-profilerne evalueret, og værktøjet blev justeret på baggrund af ekspertfeedback. Det endelige persona-værktøj tilbydes som inspiration og et praktisk redskab for servicedesignere, der udvikler personligheder til digitale stemmeassistenter i forskellige kontekster.
This master's thesis examines the role of service designers in developing AI voice assistants. It asks how a human-centred approach can increase use while reducing the gender bias often present in voice assistants. Working within Service Design thinking and the Double Diamond design approach, the project begins with an initial problem statement that is refined in line with user needs and design ethics. To understand the service and its many parts, the study uses common Service Design tools—actor and system maps, user journeys, personas, empathy maps, and service blueprints. This helps address two challenges: encouraging people to access the service through the voice assistant touchpoint (a moment of interaction), and creating a seamless experience across all touchpoints. The thesis focuses on how service designers can work with non-human actors such as voice assistants by adapting the persona method for them. The author created a practical tool that guides the design of voice assistant personalities that aim to limit gender bias while allowing users to customize them. The thesis includes example personas and conversation use cases that show conversation flow and tone of voice. These were tested with users, then the persona profiles were evaluated and the tool was refined based on expert feedback. The final persona tool is offered as inspiration and a practical aid for service designers who develop personalities for digital voice assistants in different contexts.
[This summary has been rewritten with the help of AI based on the project's original abstract]
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