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Do you care if a computer says sorry?: user experience design through affective messages

Authors:

Craig M. MacDonald,

Michael KhooAuthors Info & Claims

DIS '12: Proceedings of the Designing Interactive Systems Conference

Pages 731 - 740

https://doi.org/10.1145/2317956.2318067

Published: 11 June 2012 Publication History

Abstract

While traditional HCI research emphasizes usability based on models of cognition, user experience (UX) focuses on affect and emotion through the provision of positive interactive experiences. Providing affective cues, such as apologetic on-screen display messages, appears to be a way to influence users' affective states as well as their perceptions toward an information retrieval system. A study was designed to determine whether users' affect and perceptions differ between three types of systems: neutral, apologetic, and non-apologetic. Our results revealed that the users perceived the apologetic system as more aesthetically appealing and usable than the neutral or non-apologetic system. The result also showed that users' frustration was the lowest when using the apologetic system. We discuss the implications of these results in designing a more experience-centered system.

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Cited By

Pulivarthi PBhatia A(2025)Designing Empathetic Interfaces Enhancing User Experience Through EmotionHumanizing Technology With Emotional Intelligence10.4018/979-8-3693-7011-7.ch004(47-64)Online publication date: 31-Jan-2025
https://doi.org/10.4018/979-8-3693-7011-7.ch004
Santos MSilva LRodrigues KNeris V(2024)SIME - An analytical method for evaluating emotional responses in Human-Computer InteractionProceedings of the XXIII Brazilian Symposium on Human Factors in Computing Systems10.1145/3702038.3702106(1-12)Online publication date: 7-Oct-2024
https://dl.acm.org/doi/10.1145/3702038.3702106
Mahler MMurphy A(2024)Risk of desirable user experiences: insights from those who create, facilitate and accept mobile paymentsElectronic Commerce Research10.1007/s10660-024-09835-4Online publication date: 15-Apr-2024
https://doi.org/10.1007/s10660-024-09835-4
Show More Cited By

Index Terms

Do you care if a computer says sorry?: user experience design through affective messages
1. Human-centered computing
  1. Human computer interaction (HCI)

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cover image ACM Conferences

DIS '12: Proceedings of the Designing Interactive Systems Conference

June 2012

828 pages

ISBN:9781450312103

DOI:10.1145/2317956

Copyright © 2012 ACM.

Permission to make digital or hard copies of all or part of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. Copyrights for components of this work owned by others than ACM must be honored. Abstracting with credit is permitted. To copy otherwise, or republish, to post on servers or to redistribute to lists, requires prior specific permission and/or a fee. Request permissions from [email protected]

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Published: 11 June 2012

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DIS '12: Designing Interactive Systems Conference 2012

June 11 - 15, 2012

Newcastle Upon Tyne, United Kingdom

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Pulivarthi PBhatia A(2025)Designing Empathetic Interfaces Enhancing User Experience Through EmotionHumanizing Technology With Emotional Intelligence10.4018/979-8-3693-7011-7.ch004(47-64)Online publication date: 31-Jan-2025
https://doi.org/10.4018/979-8-3693-7011-7.ch004
Santos MSilva LRodrigues KNeris V(2024)SIME - An analytical method for evaluating emotional responses in Human-Computer InteractionProceedings of the XXIII Brazilian Symposium on Human Factors in Computing Systems10.1145/3702038.3702106(1-12)Online publication date: 7-Oct-2024
https://dl.acm.org/doi/10.1145/3702038.3702106
Mahler MMurphy A(2024)Risk of desirable user experiences: insights from those who create, facilitate and accept mobile paymentsElectronic Commerce Research10.1007/s10660-024-09835-4Online publication date: 15-Apr-2024
https://doi.org/10.1007/s10660-024-09835-4
Al Fahim MKhan MJensen TAlbayram YComan EBuck R(2023)The Mediating Effect of Emotions on Trust in the Context of Automated System UsageIEEE Transactions on Affective Computing10.1109/TAFFC.2021.309488314:2(1572-1585)Online publication date: 1-Apr-2023
https://doi.org/10.1109/TAFFC.2021.3094883
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Putze FIhrig TSchultz TStuerzlinger WBernhaupt RMueller FVerweij DAndres JMcGrenere JCockburn AAvellino IGoguey ABjørn PZhao SSamson BKocielnik R(2020)Platform for Studying Self-Repairing Auto-Corrections in Mobile Text Entry based on Brain Activity, Gaze, and ContextProceedings of the 2020 CHI Conference on Human Factors in Computing Systems10.1145/3313831.3376815(1-13)Online publication date: 21-Apr-2020
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