Personalization Trade-offs in Designing Dialogue-based Interactive Information System for Support-Seeking of Sexual Violence Survivors

Title of the Paper

Personalization Trade-offs in Designing a Dialogue-based Information System for Support-Seeking of Sexual Violence Survivors

Paper Information

• Research Domain: Human-Computer Interaction, Dialogue-based Information System Design, Support for Sexual Violence Survivors
• Keywords: Sexual Violence Survivors, Human-Computer Interaction Design, Dialogue-based Information System, Personalized Information, Support-Seeking

Research Background and Problem

• What problems or challenges did the authors identify?

  • Sexual violence survivors face obstacles such as lack of information, difficulty in self-disclosure, privacy concerns, and emotional burden when seeking support.
  • Survivors have diverse needs and goals, making it challenging to design a "one-size-fits-all" solution.
  • While dialogue-based information systems offer advantages such as anonymity, accessibility, and immediacy, there is insufficient discussion on how to design precise and personalized information.

• Why is this issue important?

  • Reliable and personalized information is crucial for sexual violence survivors to take swift action and access professional support channels.
  • Eliminating barriers in support-seeking can help mitigate long-term trauma effects and improve survivors' well-being.

• Research Motivation and Related Work:

  • Previous studies have explored interface design but lack in-depth analysis of systematic personalized information design.
  • This study aims to investigate personalization trade-offs and propose solutions to advance the collaborative design of support systems for sexual violence survivors.

Solution

• What methods or solutions did the authors propose?

  • Development of a high-fidelity dialogue-based information system prototype to provide personalized support information for sexual violence survivors.
  • Exploration of personalization trade-offs through design workshops and user interviews, leading to two design strategies:
    1. Reverse Design Approach: Prioritize the information to be provided first, then design questions to minimize unnecessary sensitive disclosures.
    2. Inclusive Adjustment Approach: Allow ambiguous responses and provide multi-stage prioritized information to accommodate unspecified needs.

• What is innovative about this solution?

  • The reverse design approach optimizes user experience by avoiding overly sensitive issues.
  • The inclusive adjustment approach balances information relevance and inclusivity through flexible question and information matching strategies.
  • Expands dialogue system design theory by addressing trade-offs between information specificity and user sensitivity, as well as between information relevance and need inclusivity.

• What are the implementation steps and key technologies used?

  1. Design Workshops: Discussions with experts on design considerations in support service operations to identify specific needs.
  2. Prototype Development: Iterative design and evaluation to create a dialogue system with six main interaction stages.
  3. User Interviews: Feedback from target users to evaluate system performance, including sensitivity, relevance, and actionable information.
  4. Technical Implementation:
     • System framework developed using Node.js, Express.js, and Vue.js.
     • Personalized rules defined using logical conditions to ensure accurate handling of user responses.

Research Outcomes

• What specific outcomes were achieved?

  • Development of a high-fidelity dialogue system prototype, which received generally positive feedback during user interviews.
  • Identification of two major trade-offs in personalization design: sensitivity vs. specificity of information, and relevance vs. inclusivity of information.
  • Proposal of effective design methods (reverse design, inclusive adjustment) to address these trade-offs, advancing practical design for similar systems.

• How does it compare to existing solutions?

  • More focused on personalized needs and reducing psychological burden compared to general dialogue-based information systems.
  • Provides information closer to users' actual needs, enabling quicker action.
  • Emphasizes trust-building in the design process, ensuring minimal psychological burden for survivors while benefiting from the system.

• What were the experimental or evaluation results?

  • User interviews demonstrated that sensitivity control in reverse design and inclusivity in adjustment design effectively reduced survivors' psychological burden.
  • Feedback highlighted users' appreciation for actionable suggestions, friendly tone, and system credibility, while suggesting improvements in question sequencing and clarity of question purpose.

• Limitations and Future Directions

  • Limitations:

    • The system is primarily tailored to the legal and support institution environment in South Korea, and its applicability to other regions needs further validation.
    • Evaluation was conducted using an online dialogue system, covering only highly digitized areas and excluding low-digital literacy user groups.

  • Future Work:

    • Explore support network systems to connect different types of systems for enhanced service comprehensiveness.
    • Design for diverse user groups, including long-term survivors, young survivors, and users who have already accessed support solutions.
    • Expand interface design to develop systems suitable for open-ended questions or capable of learning and adapting.