Enabling by voice: an exploratory study on how interactive smart agents (ISAs) can change the design of environmental control (EC) equipment and service

Abstract

Aim: Well-designed assistive devices improve the quality of life of individuals with severe and permanent impairments and reduce the burden on their caregivers. This study investigated whether interactive smart agents (ISAs) are effective in supporting individuals who are affected by neurological conditions causing severe mobility issues, and the factors aiding ISAs’ adoption.

Materials and Methods: The North Thames Regional Environmental Control Equipment Services (NTRECES) supported this study by recruiting service users (people with severe mobility impairments due to neurological ailments) in the study. Health Research Authority approval was obtained (255096). NTRECES prescribes medical-grade environmental control (EC) devices, unlike smart speakers (ISAs). Research on ISA adoption by NTRECES users could support prescribing ISAs as assistive EC devices in the future. Through secondary research and exploratory primary data, this user-centred study developed an initial technology adoption model, subsequently revised in light of the insights from a multi-point qualitative primary research.

Conclusion: This research uncovered that novelty, ease of voice interaction and its entertainment value play a key role in the adoption decision. Willingness to overlook reliability, privacy and security attributes was identified, providing that the service users had back-up devices for security and privacy critical tasks. The originality of this work consists in the development of a technology adoption model tailored to consider the characteristics of service users with severe physical disabilities and the attributes of ISAs technology. The research contributes to the discussion on contextual factors and technology design features that may improve the inclusivity of ISAs and their use as medical devices.