Abstract
This paper addresses the issue of designing interfaces which have human traits and behaviors, proposing that they have to satisfy three basic requirements: the human traits must be coherent, there should be mechanisms specific to deal with conflict with the user, and they have to handle dramatic situations created by the user. To support the design process to meet these three requirements, four design methods are presented, using frameworks and techniques used in social psychology, theater, comics, and movie animation. The design methods work towards better definition of the human personality to be perceived by the user; unearthing and mitigating the main conflicts and associated emotions to be handled by the interface; creating a rich representation of the dramatized interaction and using it to explore the space of design solutions; and transforming into interface actions the solutions found through theatrical methods. We exemplify and illustrate the design methods with results from three student workshops in the context of designing a service recovery interface for e-commerce.
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Acknowledgements
We thank the participants of the workshops who gracefully agreed to allow the use in this paper of the photos and other materials produced during the workshops. We thank Heloisa Candello for references and discussions about designing chatbots.
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Pinhanez, C. (2019). Personality Archetypes, Pantomime, Comics: New Methods to Design Interfaces with Human Traits. In: Holzinger, A., Silva, H., Helfert, M. (eds) Computer-Human Interaction Research and Applications. CHIRA 2017. Communications in Computer and Information Science, vol 654. Springer, Cham. https://doi.org/10.1007/978-3-030-32965-5_1
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