Understanding the AI-intervened User Interfaces of Online Health Consultation Platforms

Lanyun Zhang; Jiani Zhan; Jingyi Yang; Verena Wai Wan Kwok

doi:10.1145/3565066.3608699

Understanding the AI-intervened User Interfaces of Online Health Consultation Platforms

Lanyun Zhang^*, Jiani Zhan, Jingyi Yang, Verena Wai Wan Kwok

^*Corresponding author for this work

Language Centre

Research output: Chapter in book/report/conference proceeding › Conference proceeding › peer-review

1 Citation (Scopus)

Abstract

This paper aims to investigate patient perceptions (i.e. social presence and trust) of online health consultation (OHC) interfaces with a focus on artificial intelligence (AI) intervention. It describes two studies, which are part of a larger body of research that aims to explore how AI interventions and their interfaces should be designed so that AI can better support the mobile health experience. Study 1 (n=10) was an interview study, which yielded four categories of design features of OHC interfaces. Three categories have been, or would be, strongly intervened by AI and were viewed to have influenced on user perceptions to different extents. Study 2 (n=18) focused on exploring one AI-intervened feature and found that the interface design of AI interventions influenced user perceptions. Our contributions to HCI include empirical insights into how interfaces of AI-intervened OHCs could influence the perceptions of their users, with design implications.

Original language	English
Title of host publication	Proceedings of the 25th International Conference on Mobile Human-Computer Interaction, MobileHCI 2023 Companion
Editors	Andreas Komninos, Carmen Santoro, Damianos Gavalas, Johannes Schoening, Maristella Matera, Luis A. Leiva
Place of Publication	New York
Publisher	Association for Computing Machinery (ACM)
Number of pages	8
ISBN (Electronic)	9781450399241
DOIs	https://doi.org/10.1145/3565066.3608699
Publication status	Published - 26 Sept 2023
Event	25th International Conference on Mobile Human-Computer Interaction, MobileHCI 2023 Companion - Athens, Greece Duration: 26 Sept 2023 → 29 Sept 2023 https://dl.acm.org/doi/proceedings/10.1145/3565066 (Conference proceedings)

Publication series

Name	Proceedings of the International Conference on Mobile Human-Computer Interaction, MobileHCI Companion

Conference

Conference	25th International Conference on Mobile Human-Computer Interaction, MobileHCI 2023 Companion
Country/Territory	Greece
City	Athens
Period	26/09/23 → 29/09/23
Internet address	https://dl.acm.org/doi/proceedings/10.1145/3565066 (Conference proceedings)

Scopus Subject Areas

Computer Networks and Communications
Human-Computer Interaction
Information Systems
Software

User-Defined Keywords

AI intervention
UI design
Online health consultation
Social presence
Trust

UN SDGs

This output contributes to the following UN Sustainable Development Goals (SDGs)

Access to Document

10.1145/3565066.3608699

Cite this

Zhang, L., Zhan, J., Yang, J., & Kwok, V. W. W. (2023). Understanding the AI-intervened User Interfaces of Online Health Consultation Platforms. In A. Komninos, C. Santoro, D. Gavalas, J. Schoening, M. Matera, & L. A. Leiva (Eds.), Proceedings of the 25th International Conference on Mobile Human-Computer Interaction, MobileHCI 2023 Companion Article 22 (Proceedings of the International Conference on Mobile Human-Computer Interaction, MobileHCI Companion). Association for Computing Machinery (ACM). https://doi.org/10.1145/3565066.3608699

Zhang, Lanyun ; Zhan, Jiani ; Yang, Jingyi et al. / Understanding the AI-intervened User Interfaces of Online Health Consultation Platforms. Proceedings of the 25th International Conference on Mobile Human-Computer Interaction, MobileHCI 2023 Companion. editor / Andreas Komninos ; Carmen Santoro ; Damianos Gavalas ; Johannes Schoening ; Maristella Matera ; Luis A. Leiva. New York : Association for Computing Machinery (ACM), 2023. (Proceedings of the International Conference on Mobile Human-Computer Interaction, MobileHCI Companion).

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title = "Understanding the AI-intervened User Interfaces of Online Health Consultation Platforms",

abstract = "This paper aims to investigate patient perceptions (i.e. social presence and trust) of online health consultation (OHC) interfaces with a focus on artificial intelligence (AI) intervention. It describes two studies, which are part of a larger body of research that aims to explore how AI interventions and their interfaces should be designed so that AI can better support the mobile health experience. Study 1 (n=10) was an interview study, which yielded four categories of design features of OHC interfaces. Three categories have been, or would be, strongly intervened by AI and were viewed to have influenced on user perceptions to different extents. Study 2 (n=18) focused on exploring one AI-intervened feature and found that the interface design of AI interventions influenced user perceptions. Our contributions to HCI include empirical insights into how interfaces of AI-intervened OHCs could influence the perceptions of their users, with design implications.",

keywords = "AI intervention, UI design, Online health consultation, Social presence, Trust",

author = "Lanyun Zhang and Jiani Zhan and Jingyi Yang and Kwok, {Verena Wai Wan}",

note = "This work is supported by Shuangchuang Programme of Jiangsu Province for the Grant JSSCBS20210190. Publisher Copyright: {\textcopyright} 2023 Owner/Author.; 25th International Conference on Mobile Human-Computer Interaction, MobileHCI 2023 Companion ; Conference date: 26-09-2023 Through 29-09-2023",

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Zhang, L, Zhan, J, Yang, J & Kwok, VWW 2023, Understanding the AI-intervened User Interfaces of Online Health Consultation Platforms. in A Komninos, C Santoro, D Gavalas, J Schoening, M Matera & LA Leiva (eds), Proceedings of the 25th International Conference on Mobile Human-Computer Interaction, MobileHCI 2023 Companion., 22, Proceedings of the International Conference on Mobile Human-Computer Interaction, MobileHCI Companion, Association for Computing Machinery (ACM), New York, 25th International Conference on Mobile Human-Computer Interaction, MobileHCI 2023 Companion, Athens, Greece, 26/09/23. https://doi.org/10.1145/3565066.3608699

Understanding the AI-intervened User Interfaces of Online Health Consultation Platforms. / Zhang, Lanyun; Zhan, Jiani; Yang, Jingyi et al.
Proceedings of the 25th International Conference on Mobile Human-Computer Interaction, MobileHCI 2023 Companion. ed. / Andreas Komninos; Carmen Santoro; Damianos Gavalas; Johannes Schoening; Maristella Matera; Luis A. Leiva. New York: Association for Computing Machinery (ACM), 2023. 22 (Proceedings of the International Conference on Mobile Human-Computer Interaction, MobileHCI Companion).

Research output: Chapter in book/report/conference proceeding › Conference proceeding › peer-review

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T1 - Understanding the AI-intervened User Interfaces of Online Health Consultation Platforms

AU - Zhang, Lanyun

AU - Zhan, Jiani

AU - Yang, Jingyi

AU - Kwok, Verena Wai Wan

PY - 2023/9/26

Y1 - 2023/9/26

N2 - This paper aims to investigate patient perceptions (i.e. social presence and trust) of online health consultation (OHC) interfaces with a focus on artificial intelligence (AI) intervention. It describes two studies, which are part of a larger body of research that aims to explore how AI interventions and their interfaces should be designed so that AI can better support the mobile health experience. Study 1 (n=10) was an interview study, which yielded four categories of design features of OHC interfaces. Three categories have been, or would be, strongly intervened by AI and were viewed to have influenced on user perceptions to different extents. Study 2 (n=18) focused on exploring one AI-intervened feature and found that the interface design of AI interventions influenced user perceptions. Our contributions to HCI include empirical insights into how interfaces of AI-intervened OHCs could influence the perceptions of their users, with design implications.

AB - This paper aims to investigate patient perceptions (i.e. social presence and trust) of online health consultation (OHC) interfaces with a focus on artificial intelligence (AI) intervention. It describes two studies, which are part of a larger body of research that aims to explore how AI interventions and their interfaces should be designed so that AI can better support the mobile health experience. Study 1 (n=10) was an interview study, which yielded four categories of design features of OHC interfaces. Three categories have been, or would be, strongly intervened by AI and were viewed to have influenced on user perceptions to different extents. Study 2 (n=18) focused on exploring one AI-intervened feature and found that the interface design of AI interventions influenced user perceptions. Our contributions to HCI include empirical insights into how interfaces of AI-intervened OHCs could influence the perceptions of their users, with design implications.

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Zhang L, Zhan J, Yang J, Kwok VWW. Understanding the AI-intervened User Interfaces of Online Health Consultation Platforms. In Komninos A, Santoro C, Gavalas D, Schoening J, Matera M, Leiva LA, editors, Proceedings of the 25th International Conference on Mobile Human-Computer Interaction, MobileHCI 2023 Companion. New York: Association for Computing Machinery (ACM). 2023. 22. (Proceedings of the International Conference on Mobile Human-Computer Interaction, MobileHCI Companion). doi: 10.1145/3565066.3608699

Understanding the AI-intervened User Interfaces of Online Health Consultation Platforms

Abstract

Publication series

Conference

Scopus Subject Areas

User-Defined Keywords

UN SDGs

Access to Document

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