Designing Automated Facilitation for Design Thinking: A Chatbot for Supporting Teams in the Empathy Map Method
Open accessAbstract
The Empathy Map Method (EMM) in the Design Thinking approach is a powerful tool for user centered design but relies on the methodological skills and experience of rare facilitation experts to guide the team. In a collaboration engineering effort, we aim to make this expertise available to teams without constant access to a professional facilitator by packaging facilitation knowledge into structured process support and state-of-the art technology. Based on requirements from scientific and practitioners’ literature, we introduce the concept of a conversational agent in the form of a chatbot to take over the role of the facilitator of the EMM. We present an initial wizard of oz evaluation to derive insights and implications for improvements and the software implementation towards the ambitious goal of automated, non-human facilitation of EMM.
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Chatbots for collaboration have been developed and implemented in a range of contexts and for various purposes, including group processes in education, work, organizational settings, and gaming communities.
“chatbots for collaboration have been developed and implemented in a range of contexts and for various purposes, for example, to support group processes in education [43], at work [11] and organizational settings [104], as well as in gaming communities [96].”
From Future directions for chatbot research: An interdisciplinary research agenda (2021) · cites this paper as [11]
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Future directions for chatbot research: An interdisciplinary research agenda
Følstad, A., Araujo, T., Law, E. L.-C., Brandtzaeg, P. B., Papadopoulos, S., Reis, L., Baez, M., Laban, G., McAllister, P., Ischen, C., et al. (2021) · Computing · doi:10.1007/s00607-021-01016-7 · Cited by 247 · see citing works
- Authors
- Bittner, E., & Shoury, O.
- Affiliations
- Universität Hamburg (DE)
- Corresponding author
- Bittner, Eva
- ORCID
- Bittner, Eva
- Venue
- Proceedings of the Annual Hawaii International Conference on System Sciences
- Published
- 2019
- ISSN
- 1530-1605 (ISSN-L)
- 2572-6862
- OpenAlex
- W2929038690
- Cited by
- 37
- References
- 33
- Citations by year
- 2025: 3 · 2024: 6 · 2023: 3 · 2022: 9 · 2021: 9 · 2020: 6 · 2019: 1
- FWCI
- 16.94
- Type
- conference paper
- Language
- en
- Open access
- hybrid
- doi.org
- Licence
- cc-by-nc-nd
- Locations
- Hawaii International Conference on System Sciences (HICSS) (publishedVersion, cc-by-nc-nd)
- ScholarSpace (University of Hawaii at Manoa) (submittedVersion, cc-by-nc-nd)
- Zurich Open Repository and Archive (University of Zurich) (submittedVersion, cc-by-nc-nd)
- Zurich Open Repository and Archive (University of Zurich)
- Topics
- Physical Sciences › Engineering › Mechanical Engineering › Design Education and Practice
- Physical Sciences › Computer Science › Human-Computer Interaction › Usability and User Interface Design
- Physical Sciences › Computer Science › Human-Computer Interaction › Innovative Human-Technology Interaction
- Keywords
- design thinking, chatbots, user-centered design, collaboration engineering, Wizard of Oz evaluation
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