@Article{kattenbeck2019ajim,
  author    = {Markus Kattenbeck and Melanie A Kilian and Matthias Ferstl and Bernd Ludwig and Florian Alt},
  journal   = {{Aslib Journal of Information Management}},
  title     = {{Towards task-sensitive assistance in public spaces}},
  year      = {2019},
  note      = {kattenbeck2019ajim},
  abstract  = {Purpose
Performing tasks in public spaces can be demanding due to task complexity. Systems that can keep track of the current task state may help their users to successfully fulfill a task. These systems, however, require major implementation effort. The purpose of this paper is to investigate if and how a mobile information assistant which has only basic task-tracking capabilities can support users by employing a least effort approach. This means, we are interested in whether such a system is able to have an impact on the way a workflow in public space is perceived.
Design/methodology/approach
The authors implement and test AIRBOT, a mobile chatbot application that can assist air passengers in successfully boarding a plane. The authors apply a three-tier approach and, first, conduct expert and passenger interviews to understand the workflow and the information needs occurring therein; second, the authors implement a mobile chatbot application providing minimum task-tracking capabilities to support travelers by providing boarding-relevant information in a proactive manner. Finally, the authors evaluate this application by means of an in situ study (n = 101 passengers) at a major European airport.
Findings
The authors provide evidence that basic task-tracking capabilities are sufficient to affect the users? task perception. AIRBOT is able to decrease the perceived workload airport services impose on users. It has a negative impact on satisfaction with non-personalized information offered by the airport, though.
Originality/value
The study shows that the number of features is not the most important means to successfully provide assistance in public space workflows. The study can, moreover, serve as a blueprint to design task-based assistants for other contexts.},
  doi       = {10.1108/AJIM-07-2018-0179},
  keywords  = {Human-computer interaction, Assistance system, Cooperative problem solving, In situ study, Mobile information behaviour, Mobile information needs},
  publisher = {Emerald Publishing Limited},
  timestamp = {2019.06.02},
  url       = {http://www.florian-alt.org/unibw/wp-content/publications/kattenbeck2019ajim.},
}