Effects of Reliability Indicators on Usage, Acceptance and Preference of Predictive Process Management Decision Support Systems

Peter Fröhlich, Alexander G. Mirnig, Damiano Falcioni, Johann Schrammel, Lisa Diamond, Isabel Fischer, Manfred Tscheligi

Research output: Contribution to journalArticlepeer-review

Abstract

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.
Original languageEnglish
Pages (from-to)1-23
Number of pages23
JournalQuality and User Experience
Volume7
Issue number1
DOIs
Publication statusPublished - 2022

Research Field

  • Former Research Field - Capturing Experience

Keywords

  • Decision support systems · Trust calibration · Reliability indication · User interfaces · Predictive process management

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