AI 디지털 휴먼 인터페이스의 상호작용이사용자 경험에 미치는 영향 - AI은행원의 키오스크와 디지털데스크 인터페이스 중심 -

Abstract

Background Advances in AI have made digital humans usable in a variety of industries. AI digital humans have come to serve as interfaces for using digital devices. AI Digital Human Interface aims to explore the user experience design direction of rapidly developing and changing interfaces through user experience research transformed by interactive interaction.. Methods In the financial sector, AI digital humans are being used in information kiosks and workplace digital desks. To study interactive, interaction-oriented interfaces, we categorize affordances by emotional design stage into sensory, cognitive, functional, and emotional affordances, and identify user experience factors that affect satisfaction. Result In this study, we investigated the satisfaction of AI bankers by considering sensory, cognitive, cognitive-functional, and emotional affordances. Sensory affordances included convenience and meaningfulness, cognitive affordances included reliability and enjoyment, cognitive-functional affordances included convenience and meaningfulness, and emotional affordances included usability and meaningfulness. We observed that across AI banker services, satisfaction was mainly influenced by convenience and meaningfulness. Conclusion The sensory affordances of an AI digital human interface are more about how comfortable the digital human is than how it looks. Cognitive and functional affordances are about how to resolve device errors and protect privacy. In addition, screens should be personalized to the user's age, gender, digital device proficiency, and disability. Interface changes for emotional affordances are positive, but we need to be creative and fluid in our design thinking to find and solve problems as they arise.