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An Interaction Design Dome to Guide Software Robot Development in the Banking Sector

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Digital Science (DSIC 2021)

Part of the book series: Lecture Notes in Networks and Systems ((LNNS,volume 381))

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Abstract

Robotics, robotic processes, artificial intelligence and machine learning are concepts that create uncertainty among people. Technological expansion influences the preconceived, adverse feelings of dislike that users are harboring. This uncertainty influences the acceptance of software robots that are implemented in systems used by employees. This may also be the case regarding the interaction of banking employees with automated information systems used to perform their daily work activities. It is against this background that a framework for interaction design is required. Such a framework could guide designers to consider employed users and establish a positive, accepting interaction. Due to the lack of existing interaction design frameworks aimed at addressing the implementation of software robots, the study aims to answer the question: Which core components will contribute to a framework that will guide the interaction design of a software robotic system in the banking sector? An initial systematic review approach was performed to identify the influence of robotics on user experience. This literature review has identified principles in other industries that were pulled through to financial institutions. This study contributes to filling the gap in academic knowledge by exploring related literature to identify and evaluate applicable principles and integrating these into a new synthesized framework. The result of the study is a new framework called an interaction design dome. The dome can be used to guide software robot design and development from a human-computer interaction viewpoint, with specific reference to the financial sector.

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Acknowledgments

The work is based on research supported in part by the National Research Foundation (NRF) of South Africa (Grant Number 132180) and the University of South Africa’s Research Professor Support Programme. The grant holder acknowledges that opinions, findings and conclusions or recommendations expressed are that of the authors and that the NRF/Unisa accepts no liability whatsoever in this regard. We would like to thank the editors, programme chairs and reviewers for their feedback that guided us to improve the article.

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Authors and Affiliations

  1. School of Computing, University of South Africa, Pretoria, South Africa

    Juanita L. Beytell & Jan H. Kroeze

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  1. Juanita L. Beytell
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  2. Jan H. Kroeze
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Correspondence to Juanita L. Beytell .

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  1. Institute of Certified Specialists, Perm, Russia

    Tatiana Antipova

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Beytell, J.L., Kroeze, J.H. (2022). An Interaction Design Dome to Guide Software Robot Development in the Banking Sector. In: Antipova, T. (eds) Digital Science. DSIC 2021. Lecture Notes in Networks and Systems, vol 381. Springer, Cham. https://doi.org/10.1007/978-3-030-93677-8_21

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