研究盲人使用论坛与AI工具的体验，发现二者各有信息过载和不可靠问题。
Finding the Signal in the Noise: An Exploratory Study on Assessing the Effectiveness of AI and Accessibility Forums for Blind Users' Support Needs
- 通过访谈14位盲人用户，分析其在论坛和生成式AI中的使用痛点。
- 论坛内容冗余碎片化，AI常生成虚假或矛盾信息，增加验证负担。
- 提出优化方向：提升信息可靠性与认知可管理性，助力无障碍支持设计。
无障碍论坛以及近年来兴起的生成式AI工具，已成为盲人用户获取计算机交互解决方案、学习辅助技术、屏幕阅读器功能、教程及软件更新的重要资源。理解用户对这些资源的体验，对于识别并弥补持续存在的支持缺口至关重要。为此，我们采访了14位经常使用论坛和生成式AI工具的盲人用户。研究发现，论坛内容常因多个重叠主题、重复或无关信息、碎片化回复而使用户感到信息过载，需耗费大量心智去拼合答案，显著增加认知负担。生成式AI虽能提供更直接的帮助，却带来新障碍：输出内容不可靠，包括过度冗长、结构混乱、虚构信息及前后矛盾的建议，且未能遵循用户指令，反而加剧了用户对结果的验证需求。基于上述洞察，本文提出了改进辅助资源可靠性的设计机会，旨在为盲人用户提供更可信、认知负担更低的支持。
原文摘要 · Abstract (English)
Accessibility forums and, more recently, generative AI tools have become vital resources for blind users seeking solutions to computer-interaction issues and learning about new assistive technologies, screen reader features, tutorials, and software updates. Understanding user experiences with these resources is essential for identifying and addressing persistent support gaps. Towards this, we interviewed 14 blind users who regularly engage with forums and GenAI tools. Findings revealed that forums often overwhelm users with multiple overlapping topics, redundant or irrelevant content, and fragmented responses that must be mentally pieced together, increasing cognitive load. GenAI tools, while offering more direct assistance, introduce new barriers by producing unreliable answers, including overly verbose or fragmented guidance, fabricated information, and contradictory suggestions that fail to follow prompts, thereby heightening verification demands. Based on these insights, we outlined design opportunities to improve the reliability of assistive resources, aiming to provide blind users with more trustworthy and cognitively-manageable support.
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