ACCEPTABILITY OF AN EMBODIED CONVERSATIONAL AGENT FOR TYPE 2 DIABETES SELF-MANAGEMENT EDUCATION AND SUPPORT VIA A SMARTPHONE APP: A MIXED-METHODS STUDY.
- Shaira Baptista, Australia
- Shaira Baptista, Australia
- Greg Wadley, Australia
- Dominique Bird, Australia
- Mark Harris, Australia
- Michaela Riddell, Australia
- Anthony Russell, Australia
- Paul Scuffham, Australia
- Emily Williams, United Kingdom
- Brian Oldenburg, Australia
- Jane Speight, Australia
Abstract
Background and Aims
Embodied conversational agents (ECAs) have the potential to deliver self-management support to people with type 2 diabetes (T2D). We evaluated the acceptability of an ECA, ‘Laura’ (see figure) for delivering self-management support in the ‘My Diabetes Coach (MDC)’ smartphone app.
Methods
In a randomised controlled trial, participants allocated to use the MDC app completed a 6-month post-baseline survey assessing attitudes to and interactions with Laura. In-depth qualitative interviews further explored users’ experiences of Laura. Using an explanatory mixed-methods approach, we analysed survey responses with descriptive statistics and integrated these findings with a thematic analysis of the interview data.
Results
Of the 67 survey respondents, 33 (50%) were women, aged 57±9 years. Most (77%) endorsed positive descriptions of Laura (e.g. competent) and their reactions, following interactions with her (e.g. motivated). Fewer respondents (35%) described Laura negatively (e.g. boring) and a minority (12%) reported negative reactions to interactions with Laura (e.g. frustration). Interview participants (N=19) included 8 (42%) women, aged 60±8 years. Four themes emerged regarding Laura’s acceptability: 1) Laura’s perceived role as a “friendly coach”; 2) Laura’s “value add” in providing motivational and emotional support; 3) Laura’s “human-like” nature being preferred to a non-human character; 4) Dissonance in Laura’s speech and body language is frustrating.
Conclusions
Overall, these findings suggest that an ECA is an acceptable means for delivering T2D self-management support. Improving acceptability will require a better understanding of the role that users expect an ECA to play in self-management and perfecting the ECA’s ‘natural’ communication.