“Hi, My Name is Robin” – Remotely Co-designing an Embodied Conversational Agent for Empathy with Older Adults

Abstract

Embodied conversational agents (ECAs) have the potential to facilitate empathic relationships between older adults and eHealth coaches, but little research has been conducted on how to effectively include appearance and personality in the design of ECAs such that older adults can empathize with the agent. In this study, we aimed first to develop design requirements for ECAs that induce empathy in older adults. Second, we developed and reflected upon a remote (online), iterative co-design methodology which can be used as an alternative when traditional physical methods cannot take place (e.g. during COVID-19). Over the course of three months, five older adults (mean age 68 years) 1) received a paper booklet, 2) were invited to an Q&A session, 3) after which they were asked develop their own ECAs at home using the booklet, 4) and came back to discuss their designs online in a group setting to determine design requirements, 5) which were used to develop an interactive ECA, 6) that was individually evaluated in an online meeting. The final ECA, called Robin, was positively perceived in terms of appearance, but the participants expected the conversation with Robin to be more flexible and deeper. Overall, the current study demonstrated the feasibility of remote co-design activities for this population and presents recommendations for researchers and practitioners interested in or in need for a remote approach. Moreover, the current findings are translated in lessons learnt to inform design and development of future ECAs for older adults.