Investigation on user experience of intelligent personal assistants from online reviews
Year
2021
Volume 22
Issue 1
Pages
71-110
Authors
Daehwan Jin , Hwan Lee , May Jorella Lazaro , Myung Hwan Yun
Abstract
In this paper, User Experience (UX) of Intelligent Personal Assistants (IPAs) was investigated through semantic network
analysis. As a case study, UX of smart speakers which are a kind of embodied IPAs was investigated through semantic network
analysis based on online reviews, identifying what factors are important to UX of IPAs for users. Although there were some
limitations, this study contributed to understanding of UX of IPAs, by proposing eleven important factors for UX of IPAs
and validating them. This study showed that most of the users satisfied the use of IPAs, although they felt that performance was
not completely reliable, which was similar with previous studies related to IPAs. In addition, this study showed the aesthetic aspects
are also important for users’ enjoyment, which was the interest result. The results of this study are noteworthy and considered
to be reflected in the design of IPAs to improve UX of IPAs and satisfy users.
In this paper, User Experience (UX) of Intelligent Personal Assistants (IPAs) was investigated through semantic network
analysis. As a case study, UX of smart speakers which are a kind of embodied IPAs was investigated through semantic network
analysis based on online reviews, identifying what factors are important to UX of IPAs for users. Although there were some
limitations, this study contributed to understanding of UX of IPAs, by proposing eleven important factors for UX of IPAs
and validating them. This study showed that most of the users satisfied the use of IPAs, although they felt that performance was
not completely reliable, which was similar with previous studies related to IPAs. In addition, this study showed the aesthetic aspects
are also important for users’ enjoyment, which was the interest result. The results of this study are noteworthy and considered
to be reflected in the design of IPAs to improve UX of IPAs and satisfy users.