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Satisfaction in human-DSS interaction is interactively modulated by broad DSS representations and single

Alessia Musicò1, Federico Fraboni1, Sofia Morandini1

  • 1Department of Psychology, University of Bologna, Bologna, Italy.

Frontiers in Artificial Intelligence
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Summary

User satisfaction with Artificial Intelligence Decision Support Systems (DSSs) depends on both individual interaction outcomes and the system's consistent behavior over time. Designing DSSs for long-term user satisfaction requires aligning system actions with user expectations.

Keywords:
DSSagreementartificial intelligenceconsistencyhuman-DSS interactionoutcomesatisfaction

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Area of Science:

  • Human-Computer Interaction
  • Artificial Intelligence
  • Decision Science

Background:

  • User satisfaction is crucial for the adoption of Artificial Intelligence-based Decision Support Systems (DSSs).
  • DSSs are increasingly used in various sectors like healthcare, finance, and logistics.
  • Factors influencing satisfaction include DSS outcomes, agreement with user decisions, and temporal consistency.

Purpose of the Study:

  • To investigate the factors affecting user satisfaction with DSSs.
  • To understand the impact of single-decision features and long-term consistency on user satisfaction.

Main Methods:

  • An online experiment was conducted with 101 participants.
  • Four DSSs were simulated, manipulating agreement, efficiency, and consistency in decision-making tasks.
  • User satisfaction was measured based on these manipulated factors.

Main Results:

  • User satisfaction was influenced by both the immediate outcome of a decision (positive/negative, agreement/disagreement) and the DSS's overall consistency.
  • Consistency between the DSS's general behavior and its specific actions significantly impacted user satisfaction.

Conclusions:

  • User satisfaction with DSSs is shaped by evolving mental models of the system.
  • Satisfaction depends on the congruence between system behavior and user expectations over time.
  • Designers should prioritize long-term consistency to enhance user satisfaction with DSSs.