Towards Age-Inclusive Conversational interfaces: Understanding Requirements Across Age Groups

DOI

As Conversational User Interfaces (CUI) become integrated into daily life, users’ diversity, particularly in age, is increasing. However, older adults often encounter challenges interacting with CUI. Although some of these challenges can be mitigated through age-specific design, many mass-market CUI systems (e.g., smart speakers) are intended for a broad range of consumers. Designing such interfaces that support users of all ages is predicated on a clear understanding of age-based similarities and differences when interacting with CUI. Prior research primarily focused on differences in interaction behaviours. However, we still lack a formal understanding of similarities and differences not only in behaviours, but also in expectations and needs for interacting with CUI. In this paper, we first present an age-based comparison of CUI-related user behaviours, expectations, and needs, synthesized around seven major themes based on a systematic literature review. We then reflect on the implications these have for age-inclusive adaptive CUI design.