TY - JOUR
T1 - Effects of Reliability Indicators on Usage, Acceptance and Preference of Predictive Process Management Decision Support Systems
AU - Fröhlich, Peter
AU - Mirnig, Alexander G.
AU - Falcioni, Damiano
AU - Schrammel, Johann
AU - Diamond, Lisa
AU - Fischer, Isabel
AU - Tscheligi, Manfred
N1 - 4. Quartal 2022: Volume 7, issue 1, December 2022
Published online: 05 September 2022
PY - 2022
Y1 - 2022
N2 - Despite the growing availability of data, simulation technologies, and predictive analytics, it is not yet clear whether and
under which conditions users will trust Decision Support Systems (DSS). DSS are designed to support users in making more
informed decisions in specialized tasks through more accurate predictions and recommendations. This mixed-methods user
study contributes to the research on trust calibration by analyzing the potential efects of integrated reliability indication
in DSS user interfaces for process management in frst-time usage situations characterized by uncertainty. Ten experts
specialized in digital tools for construction were asked to test and assess two versions of a DSS in a renovation project
scenario. We found that while users stated that they need full access to all information to make their own decisions, reliability
indication in DSS tends to make users more willing to make preliminary decisions, with users adapting their confdence and
reliance to the indicated reliability. Reliability indication in DSS also increases subjective usefulness and system reliability.
Based on these fndings, it is recommended that for the design of reliability indication practitioners consider displaying a
combination of reliability information at several granularity levels in DSS user interfaces, including visualizations, such as
a trafc light system, and to also provide explanations for the reliability information. Further research directions towards
achieving trustworthy decision support in complex environments are proposed.
AB - Despite the growing availability of data, simulation technologies, and predictive analytics, it is not yet clear whether and
under which conditions users will trust Decision Support Systems (DSS). DSS are designed to support users in making more
informed decisions in specialized tasks through more accurate predictions and recommendations. This mixed-methods user
study contributes to the research on trust calibration by analyzing the potential efects of integrated reliability indication
in DSS user interfaces for process management in frst-time usage situations characterized by uncertainty. Ten experts
specialized in digital tools for construction were asked to test and assess two versions of a DSS in a renovation project
scenario. We found that while users stated that they need full access to all information to make their own decisions, reliability
indication in DSS tends to make users more willing to make preliminary decisions, with users adapting their confdence and
reliance to the indicated reliability. Reliability indication in DSS also increases subjective usefulness and system reliability.
Based on these fndings, it is recommended that for the design of reliability indication practitioners consider displaying a
combination of reliability information at several granularity levels in DSS user interfaces, including visualizations, such as
a trafc light system, and to also provide explanations for the reliability information. Further research directions towards
achieving trustworthy decision support in complex environments are proposed.
KW - Decision support systems · Trust calibration · Reliability indication · User interfaces · Predictive process management
KW - Decision support systems · Trust calibration · Reliability indication · User interfaces · Predictive process management
U2 - 10.1007/s41233-022-00053-0
DO - 10.1007/s41233-022-00053-0
M3 - Article
SN - 2366-0139
VL - 7
SP - 1
EP - 23
JO - Quality and User Experience
JF - Quality and User Experience
IS - 1
ER -