Fröhlich Peter, Mirnig Alexander G, Falcioni Damiano, Schrammel Johann, Diamond Lisa, Fischer Isabel, Tscheligi Manfred
Center for Technology Experience, AIT Austrian Institute of Technology, Giefinggasse 2, 1210 Vienna, Austria.
Center for Human-Computer Interaction, University of Salzburg, Jakob-Haringer-Straße 8, 5020 Salzburg, Austria.
Qual User Exp. 2022;7(1):6. doi: 10.1007/s41233-022-00053-0. Epub 2022 Sep 5.
Despite the growing availability of data, simulation technologies, and predictive analytics, it is not yet clear whether and under which conditions users will trust Decision Support Systems (DSS). DSS are designed to support users in making more informed decisions in specialized tasks through more accurate predictions and recommendations. This mixed-methods user study contributes to the research on trust calibration by analyzing the potential effects of integrated reliability indication in DSS user interfaces for process management in first-time usage situations characterized by uncertainty. Ten experts specialized in digital tools for construction were asked to test and assess two versions of a DSS in a renovation project scenario. We found that while users stated that they need full access to all information to make their own decisions, reliability indication in DSS tends to make users more willing to make preliminary decisions, with users adapting their confidence and reliance to the indicated reliability. Reliability indication in DSS also increases subjective usefulness and system reliability. Based on these findings, it is recommended that for the design of reliability indication practitioners consider displaying a combination of reliability information at several granularity levels in DSS user interfaces, including visualizations, such as a traffic light system, and to also provide explanations for the reliability information. Further research directions towards achieving trustworthy decision support in complex environments are proposed.
尽管数据、模拟技术和预测分析的可用性不断提高，但用户是否会信任决策支持系统（DSS）以及在何种条件下会信任尚不清楚。DSS旨在通过更准确的预测和建议，支持用户在专门任务中做出更明智的决策。这项混合方法的用户研究通过分析在以不确定性为特征的首次使用情况下，DSS用户界面中集成可靠性指示对过程管理的潜在影响，为信任校准研究做出了贡献。十位专门从事建筑数字工具的专家被要求在一个翻新项目场景中测试和评估一个DSS的两个版本。我们发现，虽然用户表示他们需要全面获取所有信息才能做出自己的决策，但DSS中的可靠性指示往往会使用户更愿意做出初步决策，用户会根据指示的可靠性调整自己的信心和依赖程度。DSS中的可靠性指示还会提高主观有用性和系统可靠性。基于这些发现，建议在设计可靠性指示时，从业者应考虑在DSS用户界面中以多种粒度级别显示可靠性信息的组合，包括可视化，如交通灯系统，并为可靠性信息提供解释。还提出了在复杂环境中实现可信决策支持的进一步研究方向。
