Adaptive persuasive messaging to increase service retention: using persuasion profiles to increase the effectiveness of email reminders

In this article, we describe the usage of persuasion profiles in a large scale, N = 1,129, field trial. Persuasive technologies—technologies intentionally designed to influence user behavior—are emergent and becoming more and more individualized and ubiquitous. Individual differences in people’s responses to often used persuasion principles—different psychological means by which to influence users—motivate personalization. We describe how, through identification, representation, and measurement, persuasive technologies can personalize their persuasive attempts. Next, we show that dynamically adapting a persuasive technology to the responses of its users increases the effectiveness of the system. Ubiquitous computing systems are, because of their ability to unobtrusively measure user behavior, very well suited for these types of applications.     

Task and user effects on reading patterns in information search

We report on an investigation into people’s behaviors on information search tasks, specifically the relation between eye movement patterns and task characteristics. We conducted two independent user studies (n = 32 and n = 40), one with journalism tasks and the other with genomics tasks. The tasks were constructed to represent information needs of these two different users groups and to vary in several dimensions according to a task classification scheme. For each participant we classified eye gaze data to construct models of their reading patterns. The reading models were analyzed with respect to the effect of task types and Web page types on reading eye movement patterns. We report on relationships between tasks and individual reading behaviors at the task and page level. Specifically we show that transitions between scanning and reading behavior in eye movement patterns and the amount of text processed may be an implicit indicator of the current task type facets. This may be useful in building user and task models that can be useful in personalization of information systems and so address design demands driven by increasingly complex user actions with information systems. One of the contributions of this research is a new methodology to model information search behavior and investigate information acquisition and cognitive processing in interactive information tasks.     

Mood modeling: accuracy depends on active logging and reflection

Current behavior change systems often demand extremely advanced sensemaking skills, requiring users to interpret personal datasets in order to understand and change behavior. We describe EmotiCal, a system to help people better manage their emotions, that finesses such complex sensemaking by directly recommending specific mood-boosting behaviors to users. This paper first describes how we develop the accurate mood models that underlie these mood-boosting recommendations. We go on to analyze what types of information contribute most to the predictive power of such models, and how we might design systems to reliably collect such predictive information. Our results show that we can derive very accurate mood models with relatively small samples of just 70 users. These models explain 61% of variance by combining: (a) user reflection about the effects of different activities on mood, (b) user explanations of how different activities affect mood, and (c) individual differences. We discuss the implications of these findings for the design of behavior change systems, as well as for theory and practice. Contrary to many recent approaches, our findings argue for the importance of active user reflection rather than passive sensing.     

Personalization on a peer-to-peer television system

We introduce personalization on Tribler, a peer-to-peer (P2P) television system. Personalization allows users to browse programs much more efficiently according to their taste. It also enables to build social networks that can improve the performance of current P2P systems considerably, by increasing content availability, trust and the realization of proper incentives to exchange content. This paper presents a novel scheme, called BuddyCast, that builds such a social network for a user by exchanging user interest profiles using exploitation and exploration principles. Additionally, we show how the interest of a user in TV programs can be predicted from the zapping behavior by the introduced user-item relevance models, thereby avoiding the explicit rating of TV programs. Further, we present how the social network of a user can be used to realize a truly distributed recommendation of TV programs. Finally, we demonstrate a novel user interface for the personalized peer-to-peer television system that encompasses a personalized tag-based navigation to browse the available distributed content. The user interface also visualizes the social network of a user, thereby increasing community feeling which increases trust amongst users and within available content and creates incentives of to exchange content within the community.     

Learning to recommend similar items from human judgments

Similar item recommendations—a common feature of many Web sites—point users to other interesting objects given a currently inspected item. A common way of computing such recommendations is to use a similarity function, which expresses how much alike two given objects are. Such similarity functions are usually designed based on the specifics of the given application domain. In this work, we explore how such functions can be learned from human judgments of similarities between objects, using two domains of “quality and taste”—cooking recipe and movie recommendation—as guiding scenarios. In our approach, we first collect a few thousand pairwise similarity assessments with the help of crowdworkers. Using these data, we then train different machine learning models that can be used as similarity functions to compare objects. Offline analyses reveal for both application domains that models that combine different types of item characteristics are the best predictors for human-perceived similarity. To further validate the usefulness of the learned models, we conducted additional user studies. In these studies, we exposed participants to similar item recommendations using a set of models that were trained with different feature subsets. The results showed that the combined models that exhibited the best offline prediction performance led to the highest user-perceived similarity, but also to recommendations that were considered useful by the participants, thus confirming the feasibility of our approach.

     

Utilizing contextual ontological user profiles for personalized recommendations

As users may have different needs in different situations and contexts, it is increasingly important to consider user context data when filtering information. In the field of web personalization and recommender systems, most of the studies have focused on the process of modelling user profiles and the personalization process in order to provide personalized services to the user, but not on contextualized services. Rather limited attention has been paid to investigate how to discover, model, exploit and integrate context information in personalization systems in a generic way. In this paper, we aim at providing a novel model to build, exploit and integrate context information with a web personalization system. A context-aware personalization system (CAPS) is developed which is able to model and build contextual and personalized ontological user profiles based on the user’s interests and context information. These profiles are then exploited in order to infer and provide contextual recommendations to users. The methods and system developed are evaluated through a user study which shows that considering context information in web personalization systems can provide more effective personalization services and offer better recommendations to users.     

Using Context to Improve Predictive Modeling of Customers in Personalization Applications

The idea that context is important when predicting customer behavior has been maintained by scholars in marketing and data mining. However, no systematic study measuring how much the contextual information really matters in building customer models in personalization applications have been done before. In this paper we study how important the contextual information is when predicting customer behavior and how to use it when building customer models. It is done by conducting an empirical study across a wide range of experimental conditions. The experimental results show that context does matter when modeling the behavior of individual customers and that it is possible to infer the context from the existing data with reasonable accuracy in certain cases. It is also shown that significant performance improvements can be achieved if the context is "cleverly" modeled, as described in the paper. These findings have significant implications for data miners and marketers. They show that contextual information does matter in personalization applications and companies have different opportunities to both make context valuable for improving predictive performance of customers' behavior and decreasing the costs of gathering contextual information.     

Contributions of Dichotomic View of plasticity to seamlessly embed accessibility and adaptivity support in user interfaces

Recent legal changes have increased the need for developing accessible user interfaces in computer-based systems. In this sense, previously existing user interfaces are intended to be modified and new user interfaces are intended to be designed taking accessibility guidelines into account. Typically, model-based approaches have been used when developing accessible user interfaces or redefining existing ones. But the use of static models leads to the development of not dynamically adaptable user interfaces. Dynamic adaptation in accessible user interfaces is important due to the fact that interaction difficulties on people with disabilities may change through use. In this paper, we present some contributions that can be obtained from the application of the Dichotomic View of plasticity in the personalization of user interfaces. With the double perspective defined in this approach, it is intended to go further from a mere adaptation to certain user stereotypes, offering also a dynamic support to real limitations or difficulties users can encounter during the use of the UI. This goal is achieved analyzing user logs by an inference engine that dynamically infers modifications in the user interface to adjust it to varying user needs. A case study is presented in order to show how the guidelines and software support defined in the Dichotomic View of plasticity can be applied to develop a component for a particular system aimed at performing dynamic user interface adaptations with accessibility purposes. This approach includes some innovations that make it different from conventional adaptable mechanisms applied to accessibility in some important aspects.     

Improving the prediction accuracy of recommendation algorithms: Approaches anchored on human factors

Recommender systems are a special class of personalized systems that aim at predicting a user's interest on available products and services by relying on previously rated items or item features. Human factors associated with a user's personality or lifestyle, although potential determinants of user behavior are rarely considered in the personalization process. In this paper, we demonstrate how the concept of lifestyle can be incorporated in the recommendation process to improve the prediction accuracy by efficiently managing the problem of limited data availability. We propose two approaches: one relying on lifestyle alone and another integrating lifestyle within the nearest neighbor approach. Both approaches are empirically tested in the domain of recommendations for personalized television advertisements and are shown to outperform existing nearest neighborhood approaches in most cases.     

Improving command and control speech recognition on mobile devices: using predictive user models for language modeling

Command and control (C&C) speech recognition allows users to interact with a system by speaking commands or asking questions restricted to a fixed grammar containing pre-defined phrases. Whereas C&C interaction has been commonplace in telephony and accessibility systems for many years, only recently have mobile devices had the memory and processing capacity to support client-side speech recognition. Given the personal nature of mobile devices, statistical models that can predict commands based in part on past user behavior hold promise for improving C&C recognition accuracy. For example, if a user calls a spouse at the end of every workday, the language model could be adapted to weight the spouse more than other contacts during that time. In this paper, we describe and assess statistical models learned from a large population of users for predicting the next user command of a commercial C&C application. We explain how these models were used for language modeling, and evaluate their performance in terms of task completion. The best performing model achieved a 26% relative reduction in error rate compared to the base system. Finally, we investigate the effects of personalization on performance at different learning rates via online updating of model parameters based on individual user data. Personalization significantly increased relative reduction in error rate by an additional 5%.     

Differential responses of loyal versus habitual consumers towards mobile site personalization on privacy management

We examine how two different underlying mechanisms of behavioral loyalty to a brand—attitudinal loyalty and habit—impact smartphone users' privacy management when they browse personalized vs. non-personalized mobile websites. The online experimental study conducted with Amazon Mechanical Turk workers (N = 73) finds different responses of attitudinal loyalty and habit towards personalization in significant three-way interactions between personalization, attitudinal loyalty, and habit on privacy disclosure and protection behaviors. When interacting with a personalized website, highly habitual consumers without high level of attitudinal loyalty disclosed the most personal information on a personalized mobile site, and displayed the least intention of protecting their privacy on their smartphones, whereas consumers with high levels of both habit and attitudinal loyalty reported the highest tendency of privacy protection behavior. However, habit and personalization do not have a significant effect on disclosure behaviors when users have high attitudinal loyalty to a brand. Theoretical and practical implications are discussed.     

Automatically generating personalized user interfaces with Supple

Today's computer–human interfaces are typically designed with the assumption that they are going to be used by an able-bodied person, who is using a typical set of input and output devices, who has typical perceptual and cognitive abilities, and who is sitting in a stable, warm environment. Any deviation from these assumptions may drastically hamper the person's effectiveness—not because of any inherent barrier to interaction, but because of a mismatch between the person's effective abilities and the assumptions underlying the interface design.We argue that automatic personalized interface generation is a feasible and scalable solution to this challenge. We present our Supple system, which can automatically generate interfaces adapted to a person's devices, tasks, preferences, and abilities. In this paper we formally define interface generation as an optimization problem and demonstrate that, despite a large solution space (of up to 10¹⁷ possible interfaces), the problem is computationally feasible. In fact, for a particular class of cost functions, Supple produces exact solutions in under a second for most cases, and in a little over a minute in the worst case encountered, thus enabling run-time generation of user interfaces. We further show how several different design criteria can be expressed in the cost function, enabling different kinds of personalization. We also demonstrate how this approach enables extensive user- and system-initiated run-time adaptations to the interfaces after they have been generated.Supple is not intended to replace human user interface designers—instead, it offers alternative user interfaces for those people whose devices, tasks, preferences, and abilities are not sufficiently addressed by the hand-crafted designs. Indeed, the results of our study show that, compared to manufacturers' defaults, interfaces automatically generated by Supple significantly improve speed, accuracy and satisfaction of people with motor impairments.     

More than providing ‘solutions’: towards an understanding of customer‐oriented citizenship behaviours of IS professionals

Information systems (IS) support in organizations has undergone dramatic changes over the years. IS professionals in the support function have become an important knowledge source to colleagues who seek assistance with their IS usage. Our understanding of IS professionals' customer‐oriented behaviours is limited, however. Focusing on IS post‐implementation support and drawing upon organizational citizenship behaviour (OCB) theory, this paper seeks to understand IS professionals' citizenship behaviours in supporting colleagues. Our analysis of 630 support tasks performed by IS professionals with regard to two systems at three periods reveals five types of customer‐oriented OCB: anticipation, education, justification, personalization‐technology and personalization‐business. Our results also show different associations between four contextual factors of IS support (i.e. system, user, task and problem) and the OCBs. In instances of user deficiency, more personalization‐business and anticipation OCBs were observed across all the four problem domains (functionality, data, workflow and role). By contrast, in instances of system deficiency, more personalization‐technology OCBs were observed among the two problem domains of data and functionality. Moreover, the occurrence of OCBs revealed a temporal pattern such that personalization‐business OCBs are more pronounced in early post‐implementation periods whereas anticipation OCBs and personalization‐technology OCBs become more dominant later. The categorization scheme of the customer‐oriented OCB, the OCB dynamics and the patterns between OCB types and the contextual factors advance our understanding of the evolving and challenging work of organizational IS support. Our findings extend the OCB literature on customer orientation and enrich the limited studies on knowledge‐intensive IS support work. Practical implications of the findings on IS management and policies are discussed.     

A Human-Cognitive Perspective of Users’ Password Choices in Recognition-Based Graphical Authentication

ABSTRACT

Graphical password composition is an important part of graphical user authentication which affects the strength of the chosen password. Considering that graphical authentication is associated with visual search, perception, and information retrieval, in this paper we report on an eye-tracking study (N = 109) that aimed to investigate the effects of users’ cognitive styles toward the strength of the created passwords and shed light into whether and how the visual strategy of the users during graphical password composition is associated with the passwords’ strength. For doing so, we adopted Witkin’s Field Dependence-Independence theory, which underpins individual differences in visual information and cognitive processing, as graphical password composition tasks are associated with visual search. The analysis revealed that users with different cognitive processing characteristics followed different patterns of visual behavior during password composition which affected the strength of the created passwords. The findings underpin the need of considering human-cognitive characteristics as a design factor in graphical password schemes. The paper concludes by discussing implications for improving recognition-based graphical passwords through adaptation and personalization techniques based on individual cognitive characteristics.     

Transportation ontology definition and application for the content personalization of user interfaces

Ontologies have been largely exploited in many domains and studies. In this paper, we present a new application of a domain ontology for generating personalized user interfaces for transportation interactive systems. The concepts, relationships and axioms of transportation ontology are exploited during the semi-automatic generation of personalized user interfaces. Personalization deals with the capacity of adaptation of a user interface, reflecting what is known about the user and the domain application. It can be performed on the interface container presentation (e.g., layout, colors, sizes) and in the content provided in their input/output (e.g., data, information, document). In this paper, the transportation ontology is used to provide the content personalization. This paper presents the ontology and how it is used for the personalization of user interfaces for developing transportation interactive systems by model-driven engineering.     

The role of user models in cooperative interactive systems

For interactive systems to communicate in a cooperative manner, they must have knowledge about their users. This article explores the role of user models in such systems, with the goal of identifying when and how user models may be useful in a cooperative interactive system. User models are classified by the types of knowledge they contain, several user modelling characteristics that serve as dimension for an additional classification of user models are presented, and user model representations are discussed. These topics help to characterize the space of user modelling in cooperative interactive systems-addressing how they can be used-but do not fully address when it is appropriate to include a user model in an interactive system. Thus, a set of design considerations for user models is presented, while a final example illustrates how these topics influence the user model for a hypothetical investment consulting system.     

User Modeling for Adaptive News Access

We present a framework for adaptive news access, based on machine learning techniques specifically designed for this task. First, we focus on the system's general functionality and system architecture. We then describe the interface and design of two deployed news agents that are part of the described architecture. While the first agent provides personalized news through a web-based interface, the second system is geared towards wireless information devices such as PDAs (personal digital assistants) and cell phones. Based on implicit and explicit user feedback, our agents use a machine learning algorithm to induce individual user models. Motivated by general shortcomings of other user modeling systems for Information Retrieval applications, as well as the specific requirements of news classification, we propose the induction of hybrid user models that consist of separate models for short-term and long-term interests. Furthermore, we illustrate how the described algorithm can be used to address an important issue that has thus far received little attention in the Information Retrieval community: a user's information need changes as a direct result of interaction with information. We empirically evaluate the system's performance based on data collected from regular system users. The goal of the evaluation is not only to understand the performance contributions of the algorithm's individual components, but also to assess the overall utility of the proposed user modeling techniques from a user perspective. Our results provide empirical evidence for the utility of the hybrid user model, and suggest that effective personalization can be achieved without requiring any extra effort from the user.     

When does personalization work on social media? a posteriori segmentation of consumers

The aim of this research is to find a segment of consumers of fashion products based on their personal visions of personalization of shoppable ads on mobile social media. To meet this objective, three operational objectives are defined. First, a theoretical model is evaluated based on the stimulus-organism-response framework (S–O–R). This examines, with a PLS-SEM approach, how the stimulation of personalization will affect consumers' internal cognitive state (perceived usefulness) and consequently generates a behavioral response (intention to buy). Second, we look for fashion consumer segments based on their perception of personalization through prediction-oriented segmentation (PLS-POS). Third, the segments are explained based on three constructs that were considered important in fashion consumption through mobile social networks: purchase intention, concern for privacy, and perception of trend. The inclusion of personalization and the perception of usefulness of advertisements can greatly help the intention to purchase clothing to be understood. The application of a posterior segmentation helps to better understand the different types of users exposed to shoppable ads on mobile social networks and their relationship with the purchase intention, concern for privacy and trend. While the measures and scales were tested in a context of mobile clothing trade, the methodology can be applied to other types of products or services.

     

Learning with personalized recommender systems: A psychological view

This paper explores the potentials of recommender systems for learning from a psychological point of view. It is argued that main features of recommender systems (collective responsibility, collective intelligence, user control, guidance, personalization) fit very well to principles in the learning sciences. However, recommender systems should not be transferred from commercial to educational contexts on a one-to-one basis, but rather need adaptations in order to facilitate learning. Potential adaptations are discussed both with regard to learners as recipients of information and learners as producers of data. Moreover, it is distinguished between system-centered adaptations that enable proper functioning in educational contexts, and social adaptations that address typical information processing biases. Implications for the design of educational recommender systems and for research on educational recommender systems are discussed.