Research shows that users can relate to conversational agents in a social way, as if the agents were human ( Gaffney et al., 2019 Vaidyam et al., 2019). It is a weakness that Susa is a simple robot based on a preprogrammed script that does not allow users to adapt the process.Ĭonversational agents, also known as virtual agents and chatbots, are computer programs designed to simulate human text or verbal conversations. Finally, users highlighted that Susa helped structure organizational change processes, develop concrete action plans, and stay on track. Users disliked emoticons and humor because these features clashed with the seriousness of the topic. Users favored a more human like agent that primarily communicated with the team via text messages. The results of the analyses revealed that visual identity, communication style and personality was important for acceptability. We applied an explorative thematic analysis of data collected via video recordings of the workshops. The employees and managers from four workplaces participated in three workshops to test and refine the agent. The aim of this qualitative study was to explore users’ interactions with and reactions toward Susa and explain how we used user inputs to adapt and refine the first prototype. Design thinking prioritizes co-creation and multidisciplinary teamwork to develop innovative solutions to complex problems. Using design thinking, we developed Susa, a conversational agent, to help workplaces promote teamwork and collaborative practices. Appearance, voice features, and communication style affect users trust in conversational agents (chatbots), but few studies have assessed what features users like and dislike.
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