Using the Kano Method to Evaluate Features of Chatbot-Based Technological Support for Recovery from Alcohol Use Disorder
Journal
Proceedings of the Extended Abstracts of the CHI Conference on Human Factors in Computing Systems
ISBN (of the container)
9798400713958
Date Issued
2025-04-25
Author(s)
Lin, Yu-Ching
Chen, Yan-Ming
Chuang, Chih-Ching
Chang, Hu-Ming
Huang, Ming-Chyi
You, Chuang-Wen
Abstract
Chatbots are emerging as a promising tool for the provision of continuous care outside clinical settings; however, the perspectives of both patients and their companions on engaging with chatbot-based support for AUD interventions remain largely underexplored. This study employed a Kano two-factor model to evaluate the integration of chatbot-based technological support in AUD treatment. Our analysis revealed that patients tend to focus on self-management, while their companions prioritize communication and emotional support. Patients were enthusiastic about adjusting chatbot personality settings according to their current emotional state. They also strongly favored having the chatbot update their companions and act as a proxy in providing encouragement. These insights underscore the importance of designing chatbot systems tailored to both patients and companions, particularly in the development of personality settings and emotional support features.
Event(s)
CHI EA '25: Extended Abstracts of the CHI Conference on Human Factors in Computing Systems, Yokohama, Japan, 26 April 2025 - 1 May 2025
Subjects
Alcohol Use Disorders
Chatbot Technology
Kano Method
Publisher
ACM
Type
conference paper