提出6条设计指南,帮助系统建立可信的用户信任机制。
Six Guidelines for Trustworthy, Ethical and Responsible Automation Design
- 基于人机交互与认知心理学,构建可感知的可信信号
- 通过环境与情境适配,实现用户对系统可信度的精准判断
- 适合人机协同系统设计师及伦理评估人员参考
自动化系统在社会中的安全融合依赖于用户对其可信度的合理判断。用户应在系统正确时信任,在错误时拒绝。实现这一目标的关键是准确的可信度评估,使用户对系统的信任感知与其实际表现一致,从而做出明智决策(Schlicker et al. 2022)。本文结合人机交互、认知心理学、自动化研究、用户体验设计和伦理学等领域的现有成果,提出六条设计指南,旨在优化用户对系统可信度的判断。这些指南融入语用学中的共知基础(H. H. Clark 1996)与格赖斯会话准则(Grice 1975),强调系统可信度感知受组织文化、社会规范及具体使用情境的影响(Hoff and Bashir 2015)。所提指南为设计师提供可操作建议,以显性呈现可信度线索,促进用户形成校准的信任感,提升人机交互的安全性、满意度与效率。同时,这些启发式原则也可作为评估现有系统可信度支持能力的工具。
原文摘要 · Abstract (English)
Calibrated trust in automated systems (Lee and See 2004) is critical for their safe and seamless integration into society. Users should only rely on a system recommendation when it is actually correct and reject it when it is factually wrong. One requirement to achieve this goal is an accurate trustworthiness assessment, ensuring that the user's perception of the system's trustworthiness aligns with its actual trustworthiness, allowing users to make informed decisions about the extent to which they can rely on the system (Schlicker et al. 2022). We propose six design guidelines to help designers optimize for accurate trustworthiness assessments, thus fostering ethical and responsible human-automation interactions. The proposed guidelines are derived from existing literature in various fields, such as human-computer interaction, cognitive psychology, automation research, user-experience design, and ethics. We are incorporating key principles from the field of pragmatics, specifically the cultivation of common ground (H. H. Clark 1996) and Gricean communication maxims (Grice 1975). These principles are essential for the design of automated systems because the user's perception of the system's trustworthiness is shaped by both environmental contexts, such as organizational culture or societal norms, and by situational context, including the specific circumstances or scenarios in which the interaction occurs (Hoff and Bashir 2015). Our proposed guidelines provide actionable insights for designers to create automated systems that make relevant trustworthiness cues available. This would ideally foster calibrated trust and more satisfactory, productive, and safe interactions between humans and automated systems. Furthermore, the proposed heuristics might work as a tool for evaluating to what extent existing systems enable users to accurately assess a system's trustworthiness.
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