Recommendation 4.2.19:
Approach conversations calmly and thoughtfully
Benefits Users
Cognitive
Relevant W3C Guidance
Phase 1: Gather & Organize
Read More
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An article describing how time limits, lack of clarity and control, and sensationalist content can be triggers for anxiety
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A paper on active listening in computers
User Research
- Ask users to describe how they feel about the topic that the chatbot is intended to address. Take note of the emotions the users mention and the specific part of the task that prompts the emotional response. You may discover something about the process in general that could be improved, with or without a chatbot!
Phase 2: Design & Implement
Design Question
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How will you concisely manage the users emotional response?
- If the user is likely to be in an emotionally heightened state (like if this is a chatbot for reporting problems), consider using calming conversation techniques such as active listening and incorporating emotional intelligence into the chatbot. However, these techniques should not significantly impact the amount of content or number of steps to complete important tasks.
Tip
- Present information in a way that is clear and not rushed.
Antipattern
- Don’t use a short timeout, which may trigger anxiety. Give the user enough time to comfortably complete the task.
Phase 3: Test & Evaluate
Ask the User
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Did you feel calm throughout the conversation?
- This question is subjective; use a Likert scale. This question should be asked post-study.