Working with an interface or a partner? The influence of anthropomorphism on the design of an everyday working system

Abstract

This research aimed to examine the impact of anthropomorphism, applied by adding subtle features to an interface, on the usability, credibility, trust, and task efficiency of RAPP (Registrative App Police Processes, Registratieve App Politie Processen). The study utilized three prototypes (RAPP, ARAPPV and ARAPPN-V) which incorporated no cues, verbal cues and non-verbal cues, respectively. A within-subject design was used with a sample size of N = 13. Results indicated that anthropomorphism improved usability in ARAPPV (verbal condition) and ARAPPN-V (non-verbal condition) and task efficiency in ARAPPV. However, there were no significant results found in terms of credibility and trust. Qualitative results suggest that the stability of the system needs to be improved to enhance credibility and trust. Participants expressed support for ARAPPV to guide less experienced users.

Overall, the research provides evidence that non-obvious anthropomorphism through verbal cues can improve usability and task efficiency, and to some extent credibility and trust, when designing an interface used in a daily work environment.