A Systematic Review of Voice Assistant Usability: An ISO 9241–11 Approach

Abstract

Voice assistants (VA) are an emerging technology that have become an essential tool of the twenty-first century. The VA ease of access and use has resulted in high usability curiosity in voice assistants. Usability is an essential aspect of any emerging technology, with every technology having a standardized usability measure. Despite the high acceptance rate on the use of VA, to the best of our knowledge, not many studies were carried out on voice assistants' usability. We reviewed studies that used voice assistants for various tasks in this context. Our study highlighted the usability measures currently used for voice assistants. Moreover, our study also highlighted the independent variables used and their context of use. We employed the ISO 9241-11 framework as the measuring tool in our study. We highlighted voice assistant's usability measures currently used; both within the ISO 9241-11 framework, as well as outside of it to provide a comprehensive view. A range of diverse independent variables are identified that were used to measure usability. We also specified that the independent variables still not used to measure some usability experience. We currently concluded what was carried out on voice assistant usability measurement and what research gaps were present. We also examined if the ISO 9241-11 framework can be used as a standard measurement tool for voice assistants.

Usable AI: Critical Review of Its Current Issues and Trends

“…The findings indicated that the proposed heuristics were more effective than Nielsen's heuristics and helped participants to identify more usability issues, especially concerning interaction design, human-like characteristics, dialogue content, help and guidance, and data privacy. Dutsinma et al (2022) identified the usability measures currently utilized for voice assistants through a systematic review. They identified a comprehensive list of usability measures, which included the measuring metrics of the ISO 9241-11 framework and additional outside measures.…”

“…In response, numerous researchers shared various ideas for future research. For instance, Dutsinma et al (2022) argued that the current ISO 9241-11 framework is not appropriate for measuring the usability of AI-based applications. It is not capable of clearly explaining machine voice, cognitive load, and attitude.…”

Artificial Intelligence in Learning Management System: A Case Study of the Students of Mass Communication

“…First, the H1 of the study assumed a significant, direct effect of Artificial Intelligence on the Learning Management System that remained accepted with a significance level at p> .000. As noted by Lawal et al (Lawal et al, 2022),, Artificial Intelligence in online learning systems are widely facilitating student in many ways as it not only content but also helps the student to access the services they want, search the most relevant options, check their academic grades, and even maintain their profile and privacy in a best possible manner. Further, H2 of the study indicated a direct, significant relationship between Language Processing and Reasoning.…”

Voice Assistants as Consultants for Male Patients with Sexual Dysfunction: A Reliable Option?

“…When this happens, worries and doubts often lead patients to independently search for information on the Internet with every available tool [1,2]. VAs have recently joined the arsenal of devices that allow searching for information online [5,6] and, even if there are no studies yet, they are probably already widely used to obtain information on sexual health.…”

“…They are designed to respond in natural language, simulating human conversation. VAs use the Internet to provide answers; however, they cannot be considered as simple "web search engines 2.0" since they are artificial intelligence (AI) [5,6]. VAs are integrated into smartphones, smart speakers, laptops, and desktops to help users in a variety of daily tasks or for entertainment purposes.…”