Katie Seaborn

Jacqueline Urakami, Katie Seaborn

Communication between people is characterized by a broad range of nonverbal cues. Transferring these cues into the design of robots and other artificial agents that interact with people may foster more natural, inviting, and accessible experiences. In this position paper, we offer a series of definitive nonverbal codes for human-robot interaction (HRI) that address the five human sensory systems (visual, auditory, haptic, olfactory, gustatory) drawn from the field of communication studies. We discuss how these codes can be translated into design patterns for HRI using a curated sample of the communication studies and HRI literatures. As nonverbal codes are an essential mode in human communication, we argue that integrating robotic nonverbal codes in HRI will afford robots a feeling of "aliveness" or "social agency" that would otherwise be missing. We end with suggestions for research directions to stimulate work on nonverbal communication within the field of HRI and improve communication between human and robots.

Takane Ueno, Yuto Sawa, Yeongdae Kim et al.

Trust has emerged as a key factor in people's interactions with AI-infused systems. Yet, little is known about what models of trust have been used and for what systems: robots, virtual characters, smart vehicles, decision aids, or others. Moreover, there is yet no known standard approach to measuring trust in AI. This scoping review maps out the state of affairs on trust in human-AI interaction (HAII) from the perspectives of models, measures, and methods. Findings suggest that trust is an important and multi-faceted topic of study within HAII contexts. However, most work is under-theorized and under-reported, generally not using established trust models and missing details about methods, especially Wizard of Oz. We offer several targets for systematic review work as well as a research agenda for combining the strengths and addressing the weaknesses of the current literature.

Katie Seaborn, Somang Nam, Julia Keckeis et al.

The Japanese notion of "kawaii" or expressions of cuteness, vulnerability, and/or charm is a global cultural export. Work has explored kawaii-ness as a design feature and factor of user experience in the visual appearance, nonverbal behaviour, and sound of robots and virtual characters. In this initial work, we consider whether voices can be kawaii by exploring the vocal qualities of voice assistant speech, i.e., kawaii vocalics. Drawing from an age-inclusive model of kawaii, we ran a user perceptions study on the kawaii-ness of younger- and older-sounding Japanese computer voices. We found that kawaii-ness intersected with perceptions of gender and age, i.e., gender ambiguous and girlish, as well as VA features, i.e., fluency and artificiality. We propose an initial model of kawaii vocalics to be validated through the identification and study of vocal qualities, cognitive appraisals, behavioural responses, and affective reports.

Katie Seaborn, Shruti Chandra, Thibault Fabre

Critical scholarship has elevated the problem of gender bias in data sets used to train virtual assistants (VAs). Most work has focused on explicit biases in language, especially against women, girls, femme-identifying people, and genderqueer folk; implicit associations through word embeddings; and limited models of gender and masculinities, especially toxic masculinities, conflation of sex and gender, and a sex/gender binary framing of the masculine as diametric to the feminine. Yet, we must also interrogate how masculinities are "coded" into language and the assumption of "male" as the linguistic default: implicit masculine biases. To this end, we examined two natural language processing (NLP) data sets. We found that when gendered language was present, so were gender biases and especially masculine biases. Moreover, these biases related in nuanced ways to the NLP context. We offer a new dictionary called AVA that covers ambiguous associations between gendered language and the language of VAs.

Takane Ueno, Yeongdae Kim, Hiroki Oura et al.

The illusion of consensus occurs when people believe there is consensus across multiple sources, but the sources are the same and thus there is no "true" consensus. We explore this phenomenon in the context of an AI-based intelligent agent designed to augment metacognition on social media. Misinformation, especially on platforms like Twitter, is a global problem for which there is currently no good solution. As an explainable AI (XAI) system, the agent provides explanations for its decisions on the misinformed nature of social media content. In this late-breaking study, we explored the roles of trust (attitude) and reliance (behaviour) as key elements of XAI user experience (UX) and whether these influenced the illusion of consensus. Findings show no effect of trust, but an effect of reliance on consensus-based explanations. This work may guide the design of anti-misinformation systems that use XAI, especially the user-centred design of explanations.

Katie Seaborn, Yeongdae Kim

As virtual assistants continue to be taken up globally, there is an ever-greater need for these speech-based systems to communicate naturally in a variety of languages. Crowdsourcing initiatives have focused on multilingual translation of big, open data sets for use in natural language processing (NLP). Yet, language translation is often not one-to-one, and biases can trickle in. In this late-breaking work, we focus on the case of pronouns translated between English and Japanese in the crowdsourced Tatoeba database. We found that masculine pronoun biases were present overall, even though plurality in language was accounted for in other ways. Importantly, we detected biases in the translation process that reflect nuanced reactions to the presence of feminine, neutral, and/or non-binary pronouns. We raise the issue of translation bias for pronouns and offer a practical solution to embed plurality in NLP data sets.

Sota Kobuki, Katie Seaborn, Seiki Tokunaga et al.

Japan faces many challenges related to its aging society, including increasing rates of cognitive decline in the population and a shortage of caregivers. Efforts have begun to explore solutions using artificial intelligence (AI), especially socially embodied intelligent agents and robots that can communicate with people. Yet, there has been little research on the compatibility of these agents with older adults in various everyday situations. To this end, we conducted a user study to evaluate a robot that functions as a facilitator for a group conversation protocol designed to prevent cognitive decline. We modified the robot to use backchannelling, a natural human way of speaking, to increase receptiveness of the robot and enjoyment of the group conversation experience. We conducted a cross-generational study with young adults and older adults. Qualitative analyses indicated that younger adults perceived the backchannelling version of the robot as kinder, more trustworthy, and more acceptable than the non-backchannelling robot. Finally, we found that the robot's backchannelling elicited nonverbal backchanneling in older participants.

Yeongdae Kim, Takane Ueno, Katie Seaborn et al.

Misinformation is a global problem in modern social media platforms with few solutions known to be effective. Social media platforms have offered tools to raise awareness of information, but these are closed systems that have not been empirically evaluated. Others have developed novel tools and strategies, but most have been studied out of context using static stimuli, researcher prompts, or low fidelity prototypes. We offer a new anti-misinformation agent grounded in theories of metacognition that was evaluated within Twitter. We report on a pilot study (n=17) and multi-part experimental study (n=57, n=49) where participants experienced three versions of the agent, each deploying a different strategy. We found that no single strategy was superior over the control. We also confirmed the necessity of transparency and clarity about the agent's underlying logic, as well as concerns about repeated exposure to misinformation and lack of user engagement.

Katie Seaborn, Madeleine Steeds, Ilaria Torre et al.

The "gender" of intelligent agents, virtual characters, social robots, and other agentic machines has emerged as a fundamental topic in studies of people's interactions with computers. Perceptions of agent gender can help explain user attitudes and behaviours -- from preferences to toxicity to stereotyping -- across a variety of systems and contexts of use. Yet, standards in capturing perceptions of agent gender do not exist. A scoping review was conducted to clarify how agent gender has been operationalized -- labelled, defined, and measured -- as a perceptual variable. One-third of studies manipulated but did not measure agent gender. Norms in operationalizations remain obscure, limiting comprehension of results, congruity in measurement, and comparability for meta-analyses. The dominance of the gender binary model and latent anthropocentrism have placed arbitrary limits on knowledge generation and reified the status quo. We contribute a systematically-developed and theory-driven meta-level framework that offers operational clarity and practical guidance for greater rigour and inclusivity.

Tobias Pellkvist, Katie Seaborn, Miu Kojima

Deceptive patterns, dark patterns, and manipulative user interfaces (UI) are a widely used design strategy that manipulates users to act against their own interests in pursuit of shareholder aims. These patterns may particularly affect people with less education, visual impairments, and older adults. Yet, access is a critical feature of the user experience (UX), development standards, and law. We considered whether and how the Web Content Accessibility Guidelines (WCAG) and related legislation, like the European Accessibility Act (EAA), could act as a tool against deceptive patterns. We used heuristic evaluation to analyze whether and how deceptive patterns violate or conform to these guidelines and legal statutes. Although statistical analysis revealed no significant differences by pattern type, we identified three patterns implicated by the WCAG guidelines: Countdown Timer, Auto-Play, and Hidden Information. We offer this approach as one tool in the fight against UI-based deception and in support of inclusive design.

Katie Seaborn, Shano Liang, Rua M. Williams et al.

Agender euphoria is a new term representing the powerful feelings of happiness, joy, and contentment derived from experiences in gender-free embodiments, spaces, and activities. People with and without agender and adjacent identities (e.g., genderless, gender-free, non-binary, gender-apathetic) may have such experiences under the right circumstances. Video games can offer gender minorities a safe haven for gender euphoric experiences. However, the possibility of agender euphoric experiences was unexplored. We considered this overlooked frame of self-actualization with 142 people who identified as having or desiring agender euphoric experiences. Using the critical incident technique (CIT), we uncovered how games and play experiences create (and inhibit) agender euphoria. We surface this experiential phenomenon and provide empirically-grounded criteria for the design of games to elicit agender euphoric experiences for everyone, but especially agender and agender adjacent players. This work adds to the growing critical literatures on marginalized experiences in games research and human-computer interaction.

Takao Fujii, Katie Seaborn, Madeleine Steeds

ChatGPT is a conversational agent built on a large language model. Trained on a significant portion of human output, ChatGPT can mimic people to a degree. As such, we need to consider what social identities ChatGPT simulates (or can be designed to simulate). In this study, we explored the case of identity simulation through Japanese first-person pronouns, which are tightly connected to social identities in intersectional ways, i.e., intersectional pronouns. We conducted a controlled online experiment where people from two regions in Japan (Kanto and Kinki) witnessed interactions with ChatGPT using ten sets of first-person pronouns. We discovered that pronouns alone can evoke perceptions of social identities in ChatGPT at the intersections of gender, age, region, and formality, with caveats. This work highlights the importance of pronoun use for social identity simulation, provides a language-based methodology for culturally-sensitive persona development, and advances the potential of intersectional identities in intelligent agents.

Katie Seaborn, Yuto Sawa, Mizuki Watanabe

Voice assistants (VAs) are becoming a feature of our everyday life. Yet, the user experience (UX) is often limited, leading to underuse, disengagement, and abandonment. Co-designing interactions for VAs with potential end-users can be useful. Crowdsourcing this process online and anonymously may add value. However, most work has been done in the English-speaking West on dialogue data sets. We must be sensitive to cultural differences in language, social interactions, and attitudes towards technology. Our aims were to explore the value of co-designing VAs in the non-Western context of Japan and demonstrate the necessity of cultural sensitivity. We conducted an online elicitation study (N = 135) where Americans (n = 64) and Japanese people (n = 71) imagined dialogues (N = 282) and activities (N = 73) with future VAs. We discuss the implications for coimagining interactions with future VAs, offer design guidelines for the Japanese and English-speaking US contexts, and suggest opportunities for cultural plurality in VA design and scholarship.

Katie Seaborn, Jacqueline Urakami, Peter Pennefather et al.

Voice is a natural mode of expression offered by modern computer-based systems. Qualitative perspectives on voice-based user experiences (voice UX) offer rich descriptions of complex interactions that numbers alone cannot fully represent. We conducted a systematic review of the literature on qualitative approaches to voice UX, capturing the nature of this body of work in a systematic map and offering a qualitative synthesis of findings. We highlight the benefits of qualitative methods for voice UX research, identify opportunities for increasing rigour in methods and outcomes, and distill patterns of experience across a diversity of devices and modes of qualitative praxis.

Émilie Fabre, Katie Seaborn, Shuta Koiwai et al.

Longitudinal engagement with generative AI (GenAI) storytelling agents is a timely but less charted domain. We explored multi-generational experiences with "Dreamsmithy," a daily dream-crafting app, where participants (N = 28) co-created stories with AI narrator "Makoto" every day. Reflections and interactions were captured through a two-week diary study. Reflexive thematic analysis revealed themes likes "oscillating ambivalence" and "socio-chronological bonding," highlighting the complex dynamics that emerged between individuals and the AI narrator over time. Findings suggest that while people appreciated the personal notes, opportunities for reflection, and AI creativity, limitations in narrative coherence and control occasionally caused frustration. The results underscore the potential of GenAI for longitudinal storytelling, but also raise critical questions about user agency and ethics. We contribute initial empirical insights and design considerations for developing adaptive, more-than-human storytelling systems.

Yuto Mandai, Katie Seaborn, Tomoyasu Nakano et al.

"Kawaii" is the Japanese concept of cute, which carries sociocultural connotations related to social identities and emotional responses. Yet, virtually all work to date has focused on the visual side of kawaii, including in studies of computer agents and social robots. In pursuit of formalizing the new science of kawaii vocalics, we explored what elements of voice relate to kawaii and how they might be manipulated, manually and automatically. We conducted a four-phase study (grand N = 512) with two varieties of computer voices: text-to-speech (TTS) and game character voices. We found kawaii "sweet spots" through manipulation of fundamental and formant frequencies, but only for certain voices and to a certain extent. Findings also suggest a ceiling effect for the kawaii vocalics of certain voices. We offer empirical validation of the preliminary kawaii vocalics model and an elementary method for manipulating kawaii perceptions of computer voice.

Takao Fujii, Katie Seaborn, Madeleine Steeds et al.

Conversational agents that mimic people have raised questions about the ethics of anthropomorphizing machines with human social identity cues. Critics have also questioned assumptions of identity neutrality in humanlike agents. Recent work has revealed that intersectional Japanese pronouns can elicit complex and sometimes evasive impressions of agent identity. Yet, the role of other "neutral" non-pronominal self-referents (NPSR) and voice as a socially expressive medium remains unexplored. In a crowdsourcing study, Japanese participants (N = 204) evaluated three ChatGPT voices (Juniper, Breeze, and Ember) using seven self-referents. We found strong evidence of voice gendering alongside the potential of intersectional self-referents to evade gendering, i.e., ambiguity through neutrality and elusiveness. Notably, perceptions of age and formality intersected with gendering as per sociolinguistic theories, especially boku and watakushi. This work provides a nuanced take on agent identity perceptions and champions intersectional and culturally-sensitive work on voice agents.

Katie Seaborn

We humans are biased - and our robotic creations are biased, too. Bias is a natural phenomenon that drives our perceptions and behavior, including when it comes to socially expressive robots that have humanlike features. Recognizing that we embed bias, knowingly or not, within the design of such robots is crucial to studying its implications for people in modern societies. In this chapter, I consider the multifaceted question of bias in the context of humanoid, AI-enabled, and expressive social robots: Where does bias arise, what does it look like, and what can (or should) we do about it. I offer observations on human-robot interaction (HRI) along two parallel tracks: (1) robots designed in bias-conscious ways and (2) robots that may help us tackle bias in the human world. I outline a curated selection of cases for each track drawn from the latest HRI research and positioned against social, legal, and ethical factors. I also propose a set of critical next steps to tackle the challenges and opportunities on bias within HRI research and practice.

Katie Seaborn

Social identity theory (SIT) and social categorization theory (SCT) are two facets of the social identity approach (SIA) to understanding social phenomena. SIT and SCT are models that describe and explain how people interact with one another socially, connecting the individual to the group through an understanding of underlying psychological mechanisms and intergroup behaviour. SIT, originally developed in the 1970s, and SCT, a later, more general offshoot, have been broadly applied to a range of social phenomena among people. The rise of increasingly social machines embedded in daily life has spurned efforts on understanding whether and how artificial agents can and do participate in SIA activities. As agents like social robots and chatbots powered by sophisticated large language models (LLMs) advance, understanding the real and potential roles of these technologies as social entities is crucial. Here, I provide a primer on SIA and extrapolate, through case studies and imagined examples, how SIT and SCT can apply to artificial social agents. I emphasize that not all human models and sub-theories will apply. I further argue that, given the emerging competence of these machines and our tendency to be taken in by them, we experts may need to don the hat of the uncanny killjoy, for our own good.

Katie Seaborn

ChatGPT, powered by a large language model (LLM), has revolutionized everyday human-computer interaction (HCI) since its 2022 release. While now used by millions around the world, a coherent pathway for evaluating the user experience (UX) ChatGPT offers remains missing. In this rapid review (N = 58), I explored how ChatGPT UX has been approached quantitatively so far. I focused on the independent variables (IVs) manipulated, the dependent variables (DVs) measured, and the methods used for measurement. Findings reveal trends, gaps, and emerging consensus in UX assessments. This work offers a first step towards synthesizing existing approaches to measuring ChatGPT UX, urgent trajectories to advance standardization and breadth, and two preliminary frameworks aimed at guiding future research and tool development. I seek to elevate the field of ChatGPT UX by empowering researchers and practitioners in optimizing user interactions with ChatGPT and similar LLM-based systems.

Katie Seaborn, Peter Pennefather, Norihisa P. Miyake et al.

Artificial intelligences (AI) are increasingly being embodied and embedded in the world to carry out tasks and support decision-making with and for people. Robots, recommender systems, voice assistants, virtual humans - do these disparate types of embodied AI have something in common? Here we show how they can manifest as "socially embodied AI." We define this as the state that embodied AI "circumstantially" take on within interactive contexts when perceived as both social and agentic by people. We offer a working ontology that describes how embodied AI can dynamically transition into socially embodied AI. We propose an ontological heuristic for describing the threshold: the Tepper line. We reinforce our theoretical work with expert insights from a card sort workshop. We end with two case studies to illustrate the dynamic and contextual nature of this heuristic.

Katie Seaborn, Jacqueline Urakami

Computer voice is experiencing a renaissance through the growing popularity of voice-based interfaces, agents, and environments. Yet, how to measure the user experience (UX) of voice-based systems remains an open and urgent question, especially given that their form factors and interaction styles tend to be non-visual, intangible, and often considered disembodied or "body-less." As a first step, we surveyed the ACM and IEEE literatures to determine which quantitative measures and measurements have been deemed important for voice UX. Our findings show that there is little consensus, even with similar situations and systems, as well as an overreliance on lab work and unvalidated scales. In response, we offer two high-level descriptive frameworks for guiding future research, developing standardized instruments, and informing ongoing review work. Our work highlights the current strengths and weaknesses of voice UX research and charts a path towards measuring voice UX in a more comprehensive way.

Katie Seaborn

The effect of removing gamification elements from interactive systems has been a long-standing question in gamification research. Early work and foundational theories raised concerns about the endurance of positive effects and the emergence of negative ones. Yet, nearly a decade later, no work to date has sought consensus on these matters. Here, I offer a rapid review on the state of the art and what is known about the impact of removing gamification. A small corpus of 8 papers published between 2012 and 2020 were found. Findings suggest a mix of positive and negative effects related to removing gamification. Significantly, insufficient reporting, methodological weaknesses, limited measures, and superficial interpretations of "negative" results prevent firm conclusions. I offer a research agenda towards better understanding the nature of gamification removal. I end with a call for empirical and theoretical work on illuminating the effects that may linger after systems are un-gamified.