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Collaboration in Context: AI and Human Interaction
1.
Collaboration in Context:
AI and Human Interaction @carologic @ddegler #UXPA22 23 June 2022 © Carol Smith, Duane Degler Collaboration in Context: AI and Human Interaction UXPA CONFERENCE 2022 Carol Smith duane@designforcontext.com @ddegler cjsmith@sei.cmu.edu @carologic Duane Degler https://d4c.link/UXPA22
2.
Collaboration in Context:
AI and Human Interaction @carologic @ddegler #UXPA22 23 June 2022 © Carol Smith, Duane Degler Reshaping our understanding of UX
3.
Collaboration in Context:
AI and Human Interaction @carologic @ddegler #UXPA22 23 June 2022 © Carol Smith, Duane Degler Challenges ● It can feel daunting! ● AI is an emerging area – it’s not just “building software” ● We have a small peer community among UX practitioners The research and design practice is different ● Activities emphasize data and “models” Models are profiles that characterize the system and its contexts ● Products have no fixity (or at best limited time periods of fixity) Human-AI means evolving, ongoing, dynamic relationships between entities WHY ARE WE HERE?
4.
Collaboration in Context:
AI and Human Interaction @carologic @ddegler #UXPA22 23 June 2022 © Carol Smith, Duane Degler …a non-linear process RESEARCH & DESIGN IS A CONTINUOUS PROCESS Startup, design, initial training Adoption, maturing Evolution through use Visioning Research Design Training Use Feedback
5.
Collaboration in Context:
AI and Human Interaction @carologic @ddegler #UXPA22 23 June 2022 © Carol Smith, Duane Degler Imagine the autumn of 2020… 2020: Carol and Duane talking about AI, and wondering: “How similar or different are the UX, IA and design approaches across different branches of the AI landscape? How do our needs align?” 2021: Started articulating a Framework – thinking about the problem space for UX ● An ongoing, non-linear design practice ● Models for Context Signals ● Time Cycles 2022: How do we take a role, and apply it to our Practice? From the IA Conference workshop: Smith, Degler, Evanhoe (2022). IA for AI: Shaping the Experience for Human-AI Systems
6.
Collaboration in Context:
AI and Human Interaction @carologic @ddegler #UXPA22 23 June 2022 © Carol Smith, Duane Degler CONTEXTS Translating what we know about humans + machines Understanding aspects of the environment and the relationship between human and machine
7.
Collaboration in Context:
AI and Human Interaction @carologic @ddegler #UXPA22 23 June 2022 © Carol Smith, Duane Degler HOW DO WE TRANSLATE HUMAN CONTEXTS FOR MACHINE RECOGNITION? SITUATION Location & proximity Co-occurring events Date / time Participants Devices / connectivity ACTORS Usage patterns Experience Interests / profile History Community INFORMATION Link relationships Text patterns Categories / keywords Metadata Data structures ENVIRONMENT Other people/things Weather Available resources Politics/economics Culture TASK/OUTCOME Outcomes / goals Rules / requirements Criticality Sequence / status Frequency for user LANGUAGE Dialect Accent Prosody Behavior Culture Degler (2013). Supporting Relevance for Users: A Design Challenge https://d4c.link/semtech13 Degler (2018). No Static: IA for Dynamic Information Environments https://d4c.link/IAC18 Smith, Degler, Evanhoe (2022). IA for AI: Shaping the Experience for Human-AI Systems
8.
Collaboration in Context:
AI and Human Interaction @carologic @ddegler #UXPA22 23 June 2022 © Carol Smith, Duane Degler CONSIDERATIONS FOR CONTEXTS IN A CONVERSATION Now: workday, between hectic day of meetings Smart speaker connected to kitchen ordering system Human and chat bot Operating vehicle, ordering food, and payment Fast food drive thru SITUATION Location & proximity Co-occurring events Date / time Participants Devices / connectivity Rebecca Evanhoe, from the IA Conference workshop: Smith, Degler, Evanhoe (2022). IA for AI: Shaping the Experience for Human-AI Systems
9.
Collaboration in Context:
AI and Human Interaction @carologic @ddegler #UXPA22 23 June 2022 © Carol Smith, Duane Degler CONSIDERATIONS FOR A MEDICAL DIAGNOSIS Find the right information, probes for alternatives Communication to/from colleagues as part of process Past systems have been problematic Diagnostic questions attuned to user’s protocols So far, successful diagnosis for multiple patients Physician has used system repeatedly ACTORS Usage patterns Experience Interests / profile History Community From the IA Conference workshop: Smith, Degler, Evanhoe (2022). IA for AI: Shaping the Experience for Human-AI Systems
10.
Collaboration in Context:
AI and Human Interaction @carologic @ddegler #UXPA22 23 June 2022 © Carol Smith, Duane Degler Dynamic IA: at the point of human interaction, the human experience is with dynamic structures IA/UX must allow many contextual forces to interact with each other in a way that is transparent, yet able to be controlled by the user ● How? ● Design with an expectation of co-evolution ● Provide feedback loops when releasing semi-autonomous entities into the world ● Engage responsibly with our dynamic creations EMERGENT IMPLICATIONS FOR UX No Static: IA for Dynamic Information Environments Degler (2018) https://d4c.link/IAC18
11.
Collaboration in Context:
AI and Human Interaction @carologic @ddegler #UXPA22 23 June 2022 © Carol Smith, Duane Degler Collaboration
12.
Collaboration in Context:
AI and Human Interaction @carologic @ddegler #UXPA22 23 June 2022 © Carol Smith, Duane Degler Human-Machine Teaming: a dynamic exchange between 2 or more (semi-)autonomous entities. Human(s): ● Work in existing (and/or new) systems and processes ● Have situational context and awareness of external information ● Need appropriate evidence of system capabilities to gain calibrated trust ● Maintain agency and ultimate control Machine(s) augment human(s): ● Built with data, algorithms, software, infrastructure, UI, etc. ● Only know what taught (narrow systems) ● Learn over time – evolve over time, as new data is integrated ● Managed (continuous) knowledge-gathering ● Have designated agency – in the interaction, and in the information space COLLABORATION Hollen Barmer et al., Human-Centered AI, White Paper (CMU Software Engineering Institute, June 2021) https://resources.sei.cmu.edu/library/asset- view.cfm?assetid=735362.
13.
Collaboration in Context:
AI and Human Interaction @carologic @ddegler #UXPA22 23 June 2022 © Carol Smith, Duane Degler What is required for a healthy collaboration with an AI system? Teaming factors: ● Roles ● Tone ● Calibrated Trust ● Awareness ● Value (sustained) Interaction factors: ● Communication ● Negotiation ● Coordination WHAT IS A HEALTHY TEAMING EXPERIENCE?
14.
Collaboration in Context:
AI and Human Interaction @carologic @ddegler #UXPA22 23 June 2022 © Carol Smith, Duane Degler ● How are complementary roles and contributions fostered? ● How are responsibilities assigned? ● Roles may include: ● Direct users ● Larger societal groups ● Affected populations ● Other Stakeholders (subject matter experts, acquisition, management, etc.) ● Development and monitoring teams COLLABORATION: ROLES
15.
Collaboration in Context:
AI and Human Interaction @carologic @ddegler #UXPA22 23 June 2022 © Carol Smith, Duane Degler ● How does the machine communicate humility? How does it engender humility? ● What does it mean to “respond appropriately”? ● How does the machine reflect culturally-appropriate values and communication styles? ● How is respect shown? ● Can the machine communicate compassion? Should it? COLLABORATION: TONE
16.
Collaboration in Context:
AI and Human Interaction @carologic @ddegler #UXPA22 23 June 2022 © Carol Smith, Duane Degler ● Humans find balance between over trust and under trust. ● Ability to judge risk of teaming with machine based on evidence of system capabilities and integrity. ● What is “enough” evidence? ● How is evidence provided appropriately to different Roles? What levels of transparency? ● Data provenance? ● System capabilities and availability? ● Bias identification and mitigation? ● Acting for privacy and transparency? ● How does evidence change based on the human’s experience? COLLABORATION: CALIBRATED TRUST Hollen Barmer et al., Human-Centered AI, White Paper (CMU Software Engineering Institute, June 2021) https://resources.sei.cmu.edu/library/asset- view.cfm?assetid=735362.
17.
Collaboration in Context:
AI and Human Interaction @carologic @ddegler #UXPA22 23 June 2022 © Carol Smith, Duane Degler ● Co-evolution ● Humans and machines gaining knowledge – continuously learning ● Synchronous and asynchronous ● Complement human and machine strengths ● Design AI to… ● Show evidence: share information and show awareness ● Be understandable ● Engender calibrated trust ● System is not deterministic – it will ideally find new patterns, even create new ideas! ● Flexibly handle exchanges that are not “obvious” or scripted (ideally) – interactions should be designed to support variation within a scope ● Always keep humans in ultimate control COLLABORATION: CALIBRATED TRUST (evidence)
18.
Collaboration in Context:
AI and Human Interaction @carologic @ddegler #UXPA22 23 June 2022 © Carol Smith, Duane Degler ● Timing ● Speed of interaction? ● Urgency? ● Frequency? ● Anomalous situation? ● How are turn-taking and information exchanges communicated? COLLABORATION: AWARENESS C O N T E X T Brian Neese, Intercultural Communication: High- and Low-Context Cultures. Aug 17, 2016. https://online.seu.edu/high-and-low-context-cultures See also: Elizabeth Würtz, Intercultural Communication on Web sites: A Cross- Cultural Analysis of Web sites from High- Context Cultures and Low-Context Cultures. Journal of Computer-Mediated Communication 11 (2006) 274–299. https://doi.org/10.1111/j.1083-6101.2006.tb00313.x ● What is the situational context? ● High-context culture – implicit communication and nonverbal cues ● Low-context culture – more explicit communication and explanation
19.
Collaboration in Context:
AI and Human Interaction @carologic @ddegler #UXPA22 23 June 2022 © Carol Smith, Duane Degler ● Will the collaboration build and sustain over time? ● How do we maintain a mutual exchange of value? ● How do we monitor changes in Calibrated Trust (reduced value)? ● How do we monitor and measure changes in outcomes - system effectiveness? ● More than personality – interactional (meaningful) exchanges - not only transactional. COLLABORATION: VALUE
20.
Collaboration in Context:
AI and Human Interaction @carologic @ddegler #UXPA22 23 June 2022 © Carol Smith, Duane Degler What is required for a healthy collaboration with an AI system? Teaming factors: ● Roles ● Tone ● Calibrated Trust ● Awareness ● Value (sustained) Interaction factors: ● Communication ● Negotiation ● Coordination WHAT IS A HEALTHY TEAMING EXPERIENCE?
21.
Collaboration in Context:
AI and Human Interaction @carologic @ddegler #UXPA22 23 June 2022 © Carol Smith, Duane Degler COLLABORATION / ACTION FRAMEWORK Expressing the nature of the interactions between Human-AI Remember where we started: “How similar or different are the UX, IA and design approaches across different branches of the AI landscape? How do our needs align?”
22.
Collaboration in Context:
AI and Human Interaction @carologic @ddegler #UXPA22 23 June 2022 © Carol Smith, Duane Degler …research & design is a continuous, non-linear process REFLECTING ON UX PROCESS Startup, design, initial training Adoption, maturing Evolution through use Visioning Research Design Training Use Feedback
23.
Collaboration in Context:
AI and Human Interaction @carologic @ddegler #UXPA22 23 June 2022 © Carol Smith, Duane Degler REFLECTING ON HUMAN AND MACHINE CONTEXTS SITUATION Location & proximity Co-occurring events Date / time Participants Devices / connectivity ACTORS Usage patterns Experience Interests / profile History Community INFORMATION Link relationships Text patterns Categories / keywords Metadata Data structures ENVIRONMENT Other people/things Weather Available resources Politics/economics Culture TASK/OUTCOME Outcomes / goals Rules / requirements Criticality Sequence / status Frequency for user LANGUAGE Dialect Accent Prosody Behavior Culture Degler (2013). Supporting Relevance for Users: A Design Challenge https://d4c.link/semtech13 Degler (2018). No Static: IA for Dynamic Information Environments https://d4c.link/IAC18 Smith, Degler, Evanhoe (2022). IA for AI: Shaping the Experience for Human-AI Systems
24.
Collaboration in Context:
AI and Human Interaction @carologic @ddegler #UXPA22 23 June 2022 © Carol Smith, Duane Degler CATALYST CLOSURE Event Act Monitor Request Continue Complete INTERACTIONS COMMUNICATION NEGOTIATION COORDINATION TIME CYCLES OF INTERACTION
25.
Collaboration in Context:
AI and Human Interaction @carologic @ddegler #UXPA22 23 June 2022 © Carol Smith, Duane Degler TIME CYCLE: ORDERING BY VOICE “Popsicle please.” Respond Elicit Detect [Machine lights turn on] “What would you like to order?” Elicit “What flavor?” Confirm “Which one’s best?” Clarify “Cherry is the most popular.” Recommend “Okay, I’ll try that.” Request “Can I have one, too?” Act Act [popsicles drop down] [pay for popsicles] Affirm “Thank you.” “Do you want Cherry, too?” Elicit Request “No, I want Lemon.” “One Cherry, one Lemon.” Confirm Rebecca Evanhoe, from the IA Conference workshop: Smith, Degler, Evanhoe (2022). IA for AI: Shaping the Experience for Human-AI Systems
26.
Collaboration in Context:
AI and Human Interaction @carologic @ddegler #UXPA22 23 June 2022 © Carol Smith, Duane Degler (recover?) Identify Identify Instruct Act Explain Identify Hand Off Assess Act Learn TIME CYCLE: VEHICLE AVOIDING ROAD OBSTRUCTION
27.
Collaboration in Context:
AI and Human Interaction @carologic @ddegler #UXPA22 23 June 2022 © Carol Smith, Duane Degler “Continuous Learning” is mutual, and inherent in future AI systems. How do we think about that? Consider how to design for state changes between sessions. MUTUAL CONTINUOUS LEARNING Human(s) evolve/learn, and their needs change Machine(s) evolve/learn, and Information space evolves EXPRESS RESPECT Human shares information with system Machine acknowledges human evolution/learning Machine demonstrates evolution/learning Human acknowledges explanation of evolution/learning
28.
Collaboration in Context:
AI and Human Interaction @carologic @ddegler #UXPA22 23 June 2022 © Carol Smith, Duane Degler TIME CYCLE: DECISION SUPPORT (MEDICAL ASSESSMENT) CATALYST CLOSURE Question Refine Identify Describe Reflect back Elaborate Record Prescribe Suggest Explain Expand Suggest Explain Clarify Question
29.
Collaboration in Context:
AI and Human Interaction @carologic @ddegler #UXPA22 23 June 2022 © Carol Smith, Duane Degler TIME CYCLE: DECISION SUPPORT (MEDICAL FOLLOW-UP) CATALYST CLOSURE Question Refine Record Discuss Elaborate Prescribe Suggest Explain Expand Suggest Explain Review Notify Reflect back Elaborate Question
30.
Collaboration in Context:
AI and Human Interaction @carologic @ddegler #UXPA22 23 June 2022 © Carol Smith, Duane Degler Assess Deliver Explain Instruct Refine Collect Remove Learn Adjust Question Explain Seek Assess Select Deliver Explain Update Update Gather Deliver Reflect back Clarify Seek Adjust CATALYST CLOSURE TIME CYCLE: SEARCH FOR RESEARCH (RESUMING)
31.
Collaboration in Context:
AI and Human Interaction @carologic @ddegler #UXPA22 23 June 2022 © Carol Smith, Duane Degler VARIATIONS IN TIME CYCLE PATTERNS (an exploration) Advisory assessment personal improvement pathway emerge, evolve extend act extend act Longitudinal research research process explore explore Layered exchanges journey Direct interactions transaction ?
32.
Collaboration in Context:
AI and Human Interaction @carologic @ddegler #UXPA22 23 June 2022 © Carol Smith, Duane Degler SUMMARY ● Research & design is a continuous, iterative process ● Contexts: translate human contexts for machine recognition ● Collaboration: fostering a healthy teaming experience ● Time Cycles: a Collaboration/Action Framework
33.
Collaboration in Context:
AI and Human Interaction @carologic @ddegler #UXPA22 23 June 2022 © Carol Smith, Duane Degler DISCUSSION When asked to join a team / project ● How does the team anticipate the involvement of UX? ● What engagement with users is planned and possible? ● What challenges does the intended system create for your research/design? When planning UX activities ● What kinds of activities will produce insights and value? ● How can you incorporate elements of the Framework in your process? ● How do you make your insights actionable and integrated with team materials?
34.
Collaboration in Context:
AI and Human Interaction @carologic @ddegler #UXPA22 23 June 2022 © Carol Smith, Duane Degler Collaboration in Context: AI and Human Interaction UXPA CONFERENCE 2022 Carol Smith duane@designforcontext.com @ddegler cjsmith@sei.cmu.edu @carologic Duane Degler https://d4c.link/UXPA22
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