Using Semi-Formal Models to Designa Fintech Chatbot for Older Adults

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Using Semi-Formal Models to Designa Fintech Chatbot for Older Adults

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Author(s): Swaroop Panda , Effie Lai-Chong Law

Publication date (Print): July 2024

Conference name: 37th International BCS Human-Computer Interaction Conference (BCS HCI 24)

Conference theme: The International BCS Human-Computer Interaction Conference in 2024 was supported by the BCS Interactions Special Interest Group and hosted by the University of Central Lancashire in Preston. The BCS HCI Conference welcomed submissions on all aspects of human-computer interaction. Topics included: user experience (UX), usability testing, interaction design (IxD), human-centred AI (HCAI), education, health, sustainability, the Internet of Things (IoT), interaction technologies, and emerging interactive applications.

Conference date: 15–17 July 2024

Keywords: Semi-formal models, Chatbots, Older Adults, HTAs, QOC

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Swaroop Panda

Effie Lai-Chong Law

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Publication date: July 2024

Publication date (Print): July 2024

Pages: 14-20

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[0001]Department of Computer & Information Sciences

Northumbria University

Newcastle Upon Tyne, UK

[0002]Department of Computer Science

Durham University

Durham, UK

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DOI: 10.14236/ewic/BCSHCI2024.3

SO-VID: 6b0763dc-fb48-4971-aa37-ed1e3f95a04c

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This work is licensed under a Creative Commons Attribution 4.0 Unported License. To view a copy of this license, visit http://creativecommons.org/licenses/by/4.0/

Conference name: 37th International BCS Human-Computer Interaction Conference

Conference acronym: BCS HCI 24

Conference number: 37

Conference location: University of Central Lancashire (UCLan)

Conference date: 15–17 July 2024

Conference sponsor: Electronic Workshops in Computing (eWiC)

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1477-9358 BCS Learning & Development

Self URI (article page): https://www.scienceopen.com/hosted-document?doi=10.14236/ewic/BCSHCI2024.3

Self URI (journal page): https://ewic.bcs.org/

REFERENCES

J. Annett (2003). Hierarchical task analysis. Handbook of cognitive task design 2, 17–35.
J. Bowen and A. Dittmar (2016). A semiformal framework for describing interaction design spaces. In Proceedings of the 8th ACM SIGCHI Symposium on Engineering Interactive Computing Systems, pp. 229–238.
J. Bowen, B. Weyers, and B. Liu (2023). Creating formal models from informal design artefacts. International Journal of Human–Computer Interaction 39(15), 3141–3158.
M. Braun, N. Broy, B. Pfleging, and F. Alt (2017). A design space for conversational in-vehicle information systems. In Proceedings of the 19th International Conference on Human-Computer Interaction with Mobile Devices and Services, pp. 1–8.
M. Braun, A. Mainz, R. Chadowitz, B. Pfleging, and F. Alt (2019). At your service: Designing voice assistant personalities to improve automotive user interfaces. In Proceedings of the 2019 CHI Conference on Human Factors in Computing Systems, pp. 1–11.
S. K. Card, J.D. Mackinlay, and G.G. Robertson (1991). A morphological analysis of the design space of input devices. ACM Transactions on Information Systems (TOIS) 9(2), 99–122.
T. Espiner (2022, Nov). Hsbc to close 114 uk branches as more people bank online.
M. A. Farage, K.W. Miller, F. Ajayi, and D. Hutchins (2012). Design principles to accommodate older adults. Global journal of health science 4(2), 2.
K. Fyiaz, S. Tabassum, and A. Hasnain (2018). Enhancement of user experience by hierarchical task analysis for interaction system. In Advances in Human Factors and Systems Interaction: Proceedings of the AHFE 2017 International Conference on Human Factors and Systems Interaction, July 17-21, 2017, The Westin Bonaventure Hotel, Los Angeles, California, USA 8, pp. 427–438. Springer.
Gacitua-V. Decar and C. Pahl (2008). Service architecture design for e-businesses: A patternbased approach. In International Conference on Electronic Commerce and Web Technologies, pp. 41–50. Springer.
L. H. Gilpin, D. Bau, B.Z. Yuan, A. Bajwa, M. Specter, and L. Kagal (2018). Explaining explanations: An overview of interpretability of machine learning. In 2018 IEEE 5th International Conference on data science and advanced analytics (DSAA), pp. 80–89. IEEE.
M. Harrison and H. Thimbleby (1990). Formal methods in human-computer interaction, Volume 2. CUP Archive.
R. R. Hoffman, G. Klein, and S.T. Mueller (2018). Explaining explanation for “explainable ai”. In Proceedings of the human factors and ergonomics society annual meeting, Volume 62, pp. 197–201. SAGE Publications Sage CA: Los Angeles, CA.
K. Koebel, M. Lacayo, M. Murali, I. Tarnanas, and A. C¸ ¨ oltekin (2021). Expert insights for designing conversational user interfaces as virtual assistants and companions for older adults with cognitive impairments. In International Workshop on Chatbot Research and Design, pp. 23–38. Springer.
T. Kulik, B. Dongol, P.G. Larsen, H.D. Macedo, S. Schneider, P.W. Tran-Jørgensen, and J. Woodcock (2022). A survey of practical formal methods for security. Formal aspects of computing 34(1), 1–39.
Y. C. Law, W. Wehrt, S. Sonnentag, and B. Weyers (2023). Obtaining semi-formal models from qualitative data: From interviews into bpmn models in user-centered design processes. International Journal of Human–Computer Interaction 39(3), 476–493.
A. MacLean, R. Young, V. Bellotti, and T. Moran (1991). Design space analysis: Bridging from theory to practice via design rationale. Proceedings of Esprit 91(720-730), 2.
A. MacLean, R.M. Young, V.M. Bellotti, and T.P. Moran (2020). Questions, options, and criteria: Elements of design space analysis. In Design rationale, pp. 53–105. CRC Press.
S. Maqbool and C. Munteanu (2018). Understanding older adults’ long-term financial practices: Challenges and opportunities for design. In Extended Abstracts of the 2018 CHI Conference on Human Factors in Computing Systems, pp. 1–6.
T. L. Mitzner, J.B. Boron, C.B. Fausset, A.E. Adams, N. Charness, S.J. Czaja, K. Dijkstra, A.D. Fisk, W.A. Rogers, and J. Sharit (2010). Older adults talk technology: Technology usage and attitudes. Computers in human behavior 26(6), 1710–1721.
T. Murata (1989). Petri nets: Properties, analysis and applications. Proceedings of the IEEE 77(4), 541–580.
A. K. Ostrowski, C. Breazeal, and H.W. Park (2021). Long-term co-design guidelines: empowering older adults as co-designers of social robots. In 2021 30th IEEE International Conference on Robot & Human Interactive Communication (ROMAN), pp. 1165–1172. IEEE.
A. Oulasvirta, P.O. Kristensson, X. Bi, and A. Howes (2018). Computational interaction. Oxford University Press.
P. Palanque and F. Patern`o (2012). Formal methods in Human-computer interaction. Springer Science & Business Media.
D. L. Phipps, G.H. Meakin, and P.C. Beatty (2011). Extending hierarchical task analysis to identify cognitive demands and information design requirements. Applied ergonomics 42(5), 741–748.
A. Pradhan, K. Mehta, and L. Findlater (2018). ” accessibility came by accident” use of voicecontrolled intelligent personal assistants by people with disabilities. In Proceedings of the 2018 CHI Conference on human factors in computing systems, pp. 1–13.
M. K. Sabariah, V. Effendy, and M.F. Ichsan (2016). Implementation of hierarchical task analysis for user interface design in drawing application for early childhood education. Journal of Education and Learning (EduLearn) 10(2), 159–166.
Sakaguchi-D.K. Tang, J.L. Cunningham, W. Roldan, J. Yip, and J.A. Kientz (2021). Co-design with older adults: examining and reflecting on collaboration with aging communities. Proceedings of the ACM on Human-Computer Interaction 5(CSCW2), 1–28.
J. Sin, R.L. Franz, C. Munteanu, and B. Barbosa Neves (2021). Digital design marginalization: New perspectives on designing inclusive interfaces. In Proceedings of the 2021 CHI Conference on Human Factors in Computing Systems, pp. 1–11.
N. A. Stanton (2006). Hierarchical task analysis: Developments, applications, and extensions. Applied ergonomics 37(1), 55–79.
K. Weitz, D. Schiller, R. Schlagowski, T. Huber, and E. Andr´e (2019). ”do you trust me?” increasing user-trust by integrating virtual agents in explainable ai interaction design. In Proceedings of the 19th ACM International Conference on Intelligent Virtual Agents, pp. 7–9.
B. Weyers, J. Bowen, A. Dix, and P. Palanque (2017). The handbook of formal methods in human-computer interaction. Springer.
S. Yuan, B. Br¨uggemeier, S. Hillmann, and T. Michael (2020). User preference and categories for error responses in conversational user interfaces. In Proceedings of the 2nd Conference on Conversational User Interfaces, pp. 1–8.

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Comment on this article

[1] J. Annett (2003). Hierarchical task analysis. Handbook of cognitive task design 2, 17–35.

[2] J. Bowen and A. Dittmar (2016). A semiformal framework for describing interaction design spaces. In Proceedings of the 8th ACM SIGCHI Symposium on Engineering Interactive Computing Systems, pp. 229–238.

[3] J. Bowen, B. Weyers, and B. Liu (2023). Creating formal models from informal design artefacts. International Journal of Human–Computer Interaction 39(15), 3141–3158.

[4] M. Braun, N. Broy, B. Pfleging, and F. Alt (2017). A design space for conversational in-vehicle information systems. In Proceedings of the 19th International Conference on Human-Computer Interaction with Mobile Devices and Services, pp. 1–8.

[5] M. Braun, A. Mainz, R. Chadowitz, B. Pfleging, and F. Alt (2019). At your service: Designing voice assistant personalities to improve automotive user interfaces. In Proceedings of the 2019 CHI Conference on Human Factors in Computing Systems, pp. 1–11.

[6] S. K. Card, J.D. Mackinlay, and G.G. Robertson (1991). A morphological analysis of the design space of input devices. ACM Transactions on Information Systems (TOIS) 9(2), 99–122.

[7] T. Espiner (2022, Nov). Hsbc to close 114 uk branches as more people bank online.

[8] M. A. Farage, K.W. Miller, F. Ajayi, and D. Hutchins (2012). Design principles to accommodate older adults. Global journal of health science 4(2), 2.

[9] K. Fyiaz, S. Tabassum, and A. Hasnain (2018). Enhancement of user experience by hierarchical task analysis for interaction system. In Advances in Human Factors and Systems Interaction: Proceedings of the AHFE 2017 International Conference on Human Factors and Systems Interaction, July 17-21, 2017, The Westin Bonaventure Hotel, Los Angeles, California, USA 8, pp. 427–438. Springer.

[10] Gacitua-V. Decar and C. Pahl (2008). Service architecture design for e-businesses: A patternbased approach. In International Conference on Electronic Commerce and Web Technologies, pp. 41–50. Springer.

[11] L. H. Gilpin, D. Bau, B.Z. Yuan, A. Bajwa, M. Specter, and L. Kagal (2018). Explaining explanations: An overview of interpretability of machine learning. In 2018 IEEE 5th International Conference on data science and advanced analytics (DSAA), pp. 80–89. IEEE.

[12] M. Harrison and H. Thimbleby (1990). Formal methods in human-computer interaction, Volume 2. CUP Archive.

[13] R. R. Hoffman, G. Klein, and S.T. Mueller (2018). Explaining explanation for “explainable ai”. In Proceedings of the human factors and ergonomics society annual meeting, Volume 62, pp. 197–201. SAGE Publications Sage CA: Los Angeles, CA.

[14] K. Koebel, M. Lacayo, M. Murali, I. Tarnanas, and A. C¸ ¨ oltekin (2021). Expert insights for designing conversational user interfaces as virtual assistants and companions for older adults with cognitive impairments. In International Workshop on Chatbot Research and Design, pp. 23–38. Springer.

[15] T. Kulik, B. Dongol, P.G. Larsen, H.D. Macedo, S. Schneider, P.W. Tran-Jørgensen, and J. Woodcock (2022). A survey of practical formal methods for security. Formal aspects of computing 34(1), 1–39.

[16] Y. C. Law, W. Wehrt, S. Sonnentag, and B. Weyers (2023). Obtaining semi-formal models from qualitative data: From interviews into bpmn models in user-centered design processes. International Journal of Human–Computer Interaction 39(3), 476–493.

[17] A. MacLean, R. Young, V. Bellotti, and T. Moran (1991). Design space analysis: Bridging from theory to practice via design rationale. Proceedings of Esprit 91(720-730), 2.

[18] A. MacLean, R.M. Young, V.M. Bellotti, and T.P. Moran (2020). Questions, options, and criteria: Elements of design space analysis. In Design rationale, pp. 53–105. CRC Press.

[19] S. Maqbool and C. Munteanu (2018). Understanding older adults’ long-term financial practices: Challenges and opportunities for design. In Extended Abstracts of the 2018 CHI Conference on Human Factors in Computing Systems, pp. 1–6.

[20] T. L. Mitzner, J.B. Boron, C.B. Fausset, A.E. Adams, N. Charness, S.J. Czaja, K. Dijkstra, A.D. Fisk, W.A. Rogers, and J. Sharit (2010). Older adults talk technology: Technology usage and attitudes. Computers in human behavior 26(6), 1710–1721.

[21] T. Murata (1989). Petri nets: Properties, analysis and applications. Proceedings of the IEEE 77(4), 541–580.

[22] A. K. Ostrowski, C. Breazeal, and H.W. Park (2021). Long-term co-design guidelines: empowering older adults as co-designers of social robots. In 2021 30th IEEE International Conference on Robot & Human Interactive Communication (ROMAN), pp. 1165–1172. IEEE.

[23] A. Oulasvirta, P.O. Kristensson, X. Bi, and A. Howes (2018). Computational interaction. Oxford University Press.

[24] P. Palanque and F. Patern`o (2012). Formal methods in Human-computer interaction. Springer Science & Business Media.

[25] D. L. Phipps, G.H. Meakin, and P.C. Beatty (2011). Extending hierarchical task analysis to identify cognitive demands and information design requirements. Applied ergonomics 42(5), 741–748.

[26] A. Pradhan, K. Mehta, and L. Findlater (2018). ” accessibility came by accident” use of voicecontrolled intelligent personal assistants by people with disabilities. In Proceedings of the 2018 CHI Conference on human factors in computing systems, pp. 1–13.

[27] M. K. Sabariah, V. Effendy, and M.F. Ichsan (2016). Implementation of hierarchical task analysis for user interface design in drawing application for early childhood education. Journal of Education and Learning (EduLearn) 10(2), 159–166.

[28] Sakaguchi-D.K. Tang, J.L. Cunningham, W. Roldan, J. Yip, and J.A. Kientz (2021). Co-design with older adults: examining and reflecting on collaboration with aging communities. Proceedings of the ACM on Human-Computer Interaction 5(CSCW2), 1–28.

[29] J. Sin, R.L. Franz, C. Munteanu, and B. Barbosa Neves (2021). Digital design marginalization: New perspectives on designing inclusive interfaces. In Proceedings of the 2021 CHI Conference on Human Factors in Computing Systems, pp. 1–11.

[30] N. A. Stanton (2006). Hierarchical task analysis: Developments, applications, and extensions. Applied ergonomics 37(1), 55–79.

[31] K. Weitz, D. Schiller, R. Schlagowski, T. Huber, and E. Andr´e (2019). ”do you trust me?” increasing user-trust by integrating virtual agents in explainable ai interaction design. In Proceedings of the 19th ACM International Conference on Intelligent Virtual Agents, pp. 7–9.

[32] B. Weyers, J. Bowen, A. Dix, and P. Palanque (2017). The handbook of formal methods in human-computer interaction. Springer.

[33] S. Yuan, B. Br¨uggemeier, S. Hillmann, and T. Michael (2020). User preference and categories for error responses in conversational user interfaces. In Proceedings of the 2nd Conference on Conversational User Interfaces, pp. 1–8.

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Using Semi-Formal Models to Designa Fintech Chatbot for Older Adults

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