User experience of smart speaker visual feedback type: The moderating effect of need for cognition and multitasking

Abstract

Background Recently, with the growth in the smart speaker market, a new type of visual feedback is being released to complement existing limitations and improve usability. This study aims to empirically suggest whether a new type of visual feedback complements the limitations of existing smart speaker according to user characteristics and contextual characteristics that affects their usability. Methods First, we conducted a literature review on type of visual feedback and the effect of information processing. Second, the factors affecting the information processing effect and user experience factors were derived. Third, empirical analysis was conducted through experimental studies and in-depth interviews with the manipulation of each factor. Results The newly released display feedback was effective for High Need for Cognition and Non-Multitasking. However, light feedback was effective for users with Low Need for Cognition and Multitasking. In addition, users with Low Need for Cognition were more affected by visual feedback type and contextual characteristics, and were found to have negative experiences in multitasking of display feedback. Considering both user and contextual characteristics, light feedback was found to be appropriate. Conclusions A new type of visual feedback has been released to complement existing smart speaker. However, it has been shown that the new type of visual feedback does not take into account user characteristics and contextual characteristics. Thus, the results of the study will be used as companies develop strategies to enhance the user experience of smart speaker. In addition, recent voice-recognition devices have been steadily released, however there is still a lack of empirical research related to this. This study confirmed that visual feedback has an effect as a way to enhance the interaction effect with users through smart speaker. © 2020 Korean Society of Design Science.