persuasive and motive technologybid.berkeley.edu/cs160-fall10/images/c/c7/lec20.pdf · persuasive...
TRANSCRIPT
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Persuasive and Motive
Technology
CS160: User Interfaces
John Canny
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Persuasive Technology – Short History
Social Marketing, 1970s
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Persuasive Technology – Short History
1970s Fuel crisis
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Persuasive Technology – Short HistoryDepartment of Energy is created in response to this crisis.
Intensive research begins on new energy sources and
ways to reduce consumption.
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Persuasive Technology – Short History
The Fuel crisis forced governments to look for ways
to reduce energy use – a large chunk of which is
personal use.
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Persuasive Technology – Short History
This led to a flurry of behavioral work (the psychology of
behavior change). How do you change consumer’s energy
use?
Energy feedback meters were installed inside houses. Two
factors had a big effect on energy savings. What do think
they were?
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Persuasive Technology – Feedback
F1: Meter placement. Placement where visibility was
high (over the sink) worked better than where it was low.
F2: Goal setting. Feedback was much more effective (2x)
if users set goals and could measure progress towards
them from the meter.
The Theory of Reasoned Action (TRA) asserts
that behavior is goal-directed, and driven by
users’ perception of progress to goals.
Meter placement affects the frequency of
goal activitation and goal feedback affects
users sense of progress toward goals.
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Persuasive Technology – Feedback
A third factor had a moderate effect:
F3: Showing energy use by peers (consumers with similar
household and house size).
TRA asserts that intentions are shaped by social
comparison (with similar users).
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Feedback – Google Power Meter
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iGoogle version - better
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Ubifit/Ubigreen
Ambient display on a cell phone.
Display shows progress relative to user goals (video)
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Ubifit/Ubigreen
Users spontaneously shared their screens – spontaneous
social influence.
But attempts to automate sharing had mixed results. Users
who had not been working out turned it off.
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Wii Fit
Goal-setting, regular goal activation (at startup), social influence
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Persuasive and Motive Tech.
Computers are supposed to help us do what we want
to do.
These days that includes:
• Lose weight
• Exercise more
• Spend more time with family
• Reduce your carbon footprint
• Save more for retirement…
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11/24/2010 15
Persuasive and Motive Tech.
Secretary metaphor: Humans as rational actors, only need help organizing and retrieving information.
Coach metaphor: Human as irrational actors, need a lot of help with major life goals.
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The Psychology of Persuasion
1. Law of Reciprocity
2. Law of Contrast
3. Law of Friends
4. Law of Expectancy
5. Law of Association
6. Law of Consistency
7. Law of Scarcity
8. Law of Conformity
9. Law of Power
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Law of Reciprocity
When someone gives you something of perceived value,
you desire to give them something in return:
• Christmas cards
• Tips
• Rides
• Dinner
• “Free” samples…
This is hard to apply generally because it seems to
require a human correspondent.
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Reciprocity and Apps
While not obvious, there are many “things” you can give
to a user:
• Status, through “power seller” titles.
• A chance to be heard.
• “Stuff” (in video games and
second life).
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Law of Contrast
Differences between items are exaggerated when they
are placed close in space or time.
Most often used to “stretch” a purchase.
• “Look at the $90,000 house before the $120,000
house.” The latter looks much better, and is likely to
push the buyer toward the larger purchase.
• Order dessert after all other courses.
• Options on a car or PC individually cost very little
compared to the item itself.
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Law of Contrast
Can also be used to encourage an action:
• Sale items always contrast with non-sale items to
encourage a purchase.
• XYZ phone: $400
XYZ phone with 1 year unlimited service: $400.
• Buy one, get one free.
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Law of Contrast
Exercise app(?)
Present a hard exercise regimen before offering the user
an easier one.
Emphasize the improvements through conserving X
additional watts of electricity over plan Y.
…
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Law of Friends
A “friend” in this context is someone we believe to have
our best interests at heart. We are strongly
motivated to do what friends ask us for.
When someone we respect or like expresses an
expectation about how we behave, we will want to
fulfill it.
Law of Expectancy
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Personified Agents
There are several attempts in using human incentives in
some games. E.g. Xbox and Wii fit’s fitness coaches.
Lots of research on this. It seems
that the embodied agent helps.
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Law of Association
We favor products or services that are endorsed by
people we like or respect.
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Law of Consistency
People will stand by verbal or written commitments they
have made.
This is one of the most versatile persuasive principles.
It’s a key aspect of Logos arguments, which seek to
extract commitments from the listener.
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Law of Consistency
A skilled practitioner of logos will spend most of his or her
time asking questions, rather than speaking.
e.g. If the goal of the game is fitness, you could ask the user:
1. Are you happy with the way you look?
2. Do you have enough energy to do the things you like?
3. Do you feel healthy now?
4. Do you think you’ll be healthy in 10 years?
5. Are you a healthy role model
for your kids?
For each negative response, there
is a simple argument to start a
fitness program.
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Law of Consistency
UI and game designers can make use of this principle to
influence users.
Consider these menu dialogs:
• I would like to exercise 1 per day: YES/NOT SURE
• I will switch to salads for lunch every DAY/WEEK/?
Users can only commit in one direction. If they do, their
behavior will gradually change.
They cannot reinforce negative feelings about exercise
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Law of Scarcity
People ascribe higher value to things they perceive as
scarce. E.g.
• Clearance Sale
• Limited edition
• We have another offer on the house…
• Playing “hard to get”
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Law of Conformity
Also called “social proof”. We strongly tend to make
choices similar to those of a large fraction of our
peer group.
A weak version of this idea is implemented by Amazon
and others as “people who liked the items in your
shopping basket also liked…”
Works much better when you know the people, or
believe them to be like you.
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Law of Conformity
Many examples on Facebook – which is itself a powerful
persuasive medium
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Law of Conformity
Where do you fit on this plot?
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Law of Conformity
Or this one?
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Law of Conformity
For UI or game design, the designer can enhance
influence by choosing to tell the user about peers
that have already made a positive decision.
Personal messages (with user identity) are more effective
than anonymous ones.
Some peers are more influential than others. These
“opinion leaders” can improve persuasion, and they
can often be identified automatically.
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Law of Power
We are strongly influenced by people we perceive as
having greater authority, strength or expertise.
• Physicians
• Church leaders
• Professors
• Auto Mechanics
• The president
• People who act authoritatively*
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The Psychology of Persuasion
1. Law of Reciprocity
2. Law of Contrast
3. Law of Friends
4. Law of Expectancy
5. Law of Association
6. Law of Consistency
7. Law of Scarcity
8. Law of Conformity
9. Law of Power
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Other Frameworks: CASA
CASA is Computers As Social Actors. It was created by Cliff
Nass and Byron Reeves in the 1990s.
Idea is that interactive systems mimic
part of the experience (and have
similar influences to) interacting
with a person.
B.J. Fogg founded the area of Captology
(Persuasive Technology) in 1996.
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Captology
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ECA – Embodied Conversational Agents
This system (Cavazza et al. 2010) engages users in dialog about their workplace,
aiming to improve users‟ attitudes about work and reduce stress, aka “HWYD”.
It first parses user speech input, then classifies its emotional/content dimensions.
Then it makes a hand-written response intended to improve user attitude.
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ECA – Embodied Conversational Agents
<User13>: hello Sam Weller my day has been a bit dramatic
<System14>: Indeed! Please, tell me more.
(EmoVoice: Positive-Passive)
<User15>: we've just lent her department is going to be merged with the Barcelona one I've always liked working in the final department
<System16>: What do you think will happen next?
(EmoVoice: Positive-Passive)
<User17>: I heard some people will be moved to the other office in the next couple of months hopefully I won't get laid off or forced on with their
<System18>: You seem to be in a good mood.
<System19>: But are you sure this is appropriate for the situation?
<System22>: I'm worried that this may mean more stress for you
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Dialogicality
Dialogical presentation (superficial mimicing of a human
conversation) improves persuasion (attitude change).
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Motivation
Alice
Mom, my friend Betsy is going to a rock
concert next Saturday and invited me to
go along. It’s a concert by one of my
favorite bands and I really want to go. It’s
going to be in the city about an hour away.
It’ll end pretty late at night so it would be
best if one of us drove. Betsy’s parents
are taking her car on a trip, so I’ll need to
borrow your car.
Goal: To borrow mom’s car to attend
a rock concert.
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Motivation
Alice
Mom, my friend Betsy is going to a rock concert
next Saturday and invited me to go along.
Where is it?
How are you going to get there?
It’s going to be in the city about an hour away
It’ll end pretty late at night so it would be best
if one of us drove.
Betsy’s parents are taking her car on a trip,
so I’ll need to borrow your car.
Is Betsy driving?
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Which method should Alice choose?
(1) All the information right up front
(2) Short relevant responses to prompts
The Question (Version 0.0)
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The Question (Version 1.0)
Dialogic System
What about…?
How does this translate to the design of persuasive interfaces?
Recorded Message System
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System A: Recorded Message
This is clearly the most important item on the
list. Oxygen is absolutely essential for life
support. There’s no way we’ll survive the trek to
the mother ship without it, even if we know
where it is. We’ll die without it. Oxygen is
number one.
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System A: Recorded Message
It’s so crucial to find our way back to the mother
ship before our resources like oxygen run out.
We need everything possible to help us find our
way to the mother ship. Clearly the compass is
the only tool we’ve got to point us in the right
direction. So the order should go signal flares
for the mother ship to find us and then magnetic
compass for us to at least head in the right
direction towards it.
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System B: Dialogic
How could we use the signal flares?
Will the life raft be useful?
?
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Hypotheses
I. The dialogic system will be more persuasive than the recorded message system.
II. Participants using the dialogic system will receive less information than those using the recorded message system.
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Results
Measure Effect Size* P-value (t-test) P-value (Perm)
Spearman Rank Coefficient 0.5011 p = 0.0379 p = 0.0380
Kendall’s Tau 0.4612 p = 0.0507 p = 0.0527
Spearman’s Footrule 0.5849 p = 0.0193 p = 0.0191
DS 0.5977 p = 0.0176 p = 0.0181
Comparison of Persuasive Force across Systems
Comparison of Amount of Information Heard across Systems
Number of Statements Effect Size P-value (t-test)
102 3.223 p < 10e-17
*Effect size = difference between persuasive forces (µ dialogic- µ recorded message)
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Revisiting Hypotheses
I. The dialogic system will be more persuasive than the recorded message system.
II. Participants using the dialogic system will receive less information than those using the recorded message system.
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Self-Efficacy (Bandura)
Very important principle for understanding social factors in persuasion, and for helping users who struggle with the task.
Self-efficacy for a behavior is the individual’s belief that they can successfully achieve that behavior. (can vary with the behavior).
Self-efficacy determines individuals’ likelihood of success in the long-term and especially their ability to deal with setbacks/challenges. Self-efficacy can be improved by:
• Prior achievement
• Vicarious experience (seeing someone else do it)
• Testimonial (someone telling you that you can do it)
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Persuasion for Maternal Health
Territory size is proportional to # of deaths due to complications in
pregnancy in 2000.
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Government’s View on Maternal Health
persuades improves
ClientAccredited
Social Health
Activist
(ASHA)
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11/24/2010 54
ASHA realities
Lack of training: a few days instead of 22 days.
Lack of education: some are semi- or illiterate instead.
Low status (working women).
Often from different village.
Socially isolated (no peers in village).
Performance-based compensation – reduces client trust.
Dependent on village council endorsement.
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A Place for ICT?
persuades improves
Pregnant Client
and her
Influencers
ASHA
motivates
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Authority Motives
Video of village council member recorded by an ASHA using phone.
Authority: People are more persuaded by those perceived as
authority figures and experts.[Milgram „63]
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Persuasive Video Example
Video on danger signs during pregnancy created by researcher with the
help of a local artist and NGO staff.
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Results from Intervention
persuades improves
Pregnant ClientASHAs
Improved self-
efficacy from
testimonials
motivates
Instructional videos
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Capturing AuthorityInfluencers (village leaders) seemed naturally motivated to be in videos
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Summary
Persuasive/motive technology is a young field but with potential impact on many of societies current challenges.
Some design patterns have worked well: goal-driven feedback
• User defines a realistic goal
• Frequent feedback is given about progress
Humans are (currently) the best persuaders, but little is known about which aspects of H-H interaction matter, and how that depends on the task.
Social persuasion is probably the most powerful form, if we can figure out how to use social influence without a downside.