A collaborative approach to the evaluation of cognitive accessibility of a conversational agent for public healthcare
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| Názov: | A collaborative approach to the evaluation of cognitive accessibility of a conversational agent for public healthcare |
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| Autori: | Jonsson, Marika, Gustavsson, Catharina, Pettersson, Linda, Gulliksen, Jan, 1965, Johansson, Stefan, 1963 |
| Zdroj: | Interacting with computers. |
| Predmety: | Interaction design, eHealth, Participatory Action Research, Process and methods, Participatory design, User evaluation |
| Popis: | Conversational agents are increasingly being introduced in healthcare to enhance access to healthcare and address limited healthcare resources. The aim of this study was to explore experiences of a conversational agent for symptom checking and triage tool assessing the urgency and appropriate level of care implemented in public healthcare from a cognitive accessibility perspective.With a Participatory Action Research approach this study includes: 1) A Participatory Cognitive Barrier Walkthrough in workshops with people with cognitive impairment (n=7), product owner representatives (n=4), and researchers (n=5), followed by a workshop for improvement suggestions; 2) A paired interview with healthcare system specialists (n=2).The data from the study was analysed using reflexive thematic analysis, resulting in five themes: ‘The design of the eHealth service created expectations that were not met during interaction; ‘The eHealth service uses a difficult language’; ‘The eHealth service trigger negative emotions and reactions’; ‘The layout and graphic design of the eHealth service is difficult and sometimes misleading’; and ‘The eHealth service lack in trustworthiness’. The findings show the importance of including people with lived experience of cognitive impairment, to expose and find solutions for cognitive accessibility issues |
| Popis súboru: | |
| Prístupová URL adresa: | https://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-363314 https://doi.org/10.1093/iwc/iwaf034 |
| Databáza: | SwePub |
Nájsť tento článok vo Web of Science | Abstrakt: | Conversational agents are increasingly being introduced in healthcare to enhance access to healthcare and address limited healthcare resources. The aim of this study was to explore experiences of a conversational agent for symptom checking and triage tool assessing the urgency and appropriate level of care implemented in public healthcare from a cognitive accessibility perspective.With a Participatory Action Research approach this study includes: 1) A Participatory Cognitive Barrier Walkthrough in workshops with people with cognitive impairment (n=7), product owner representatives (n=4), and researchers (n=5), followed by a workshop for improvement suggestions; 2) A paired interview with healthcare system specialists (n=2).The data from the study was analysed using reflexive thematic analysis, resulting in five themes: ‘The design of the eHealth service created expectations that were not met during interaction; ‘The eHealth service uses a difficult language’; ‘The eHealth service trigger negative emotions and reactions’; ‘The layout and graphic design of the eHealth service is difficult and sometimes misleading’; and ‘The eHealth service lack in trustworthiness’. The findings show the importance of including people with lived experience of cognitive impairment, to expose and find solutions for cognitive accessibility issues |
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| ISSN: | 09535438 18737951 |
| DOI: | 10.1093/iwc/iwaf034 |