Understanding Differences between Heavy Users and Light Users in Difficulties with Voice User Interfaces

Voice user interfaces (VUIs) are growing in popularity. At this stage of VUIs adoption, distinctions between heavy users and light users are becoming emerging challenge. Some studies have focused on investigating how general users interact with VUIs; however few studies have focused solely on the differences in VUIs use between heavy and light users. In this paper, we conduct user study using our new restaurant reservation VUI, AiCall, to explore what kind of difficulties those two groups are facing and what are the differences between them. We found out that 1) heavy users could identify more diverse difficulty types than light users; 2) the types of difficulties that affect each group of users are different, and 3) in particular, the repetition of agent utterance was considered the most inconvenient by heavy users. Based on these findings, we discuss the VUI design and development considerations to satisfy both groups of users.