Papers by Heloisa Candello
Proceedings of the 4th Conference on Conversational User Interfaces
Proceedings of the 5th International Conference on Conversational User Interfaces
Proceedings of the 5th International Conference on Conversational User Interfaces
Proceedings of the ACM on Human-Computer Interaction
Conversational interfaces require two types of curation: data curation by data science workers an... more Conversational interfaces require two types of curation: data curation by data science workers and content curation by domain experts. Recent years have seen the possibilities for content curators to instruct conversational machines in the customer service domain (i.e., Machine Teaching). The activities of curating specialized data are time-consuming. These activities have a learning curve for the domain expert, and they rely on collaborators beyond the domain experts, including product owners, technology expert curators, management, marketing, and communication employees. However, recent research has looked at making this task easier for domain experts with a lack of knowledge in the Machine Learning system, and few papers have investigated the work practices and collaborations involved in this role. This paper aims to fill this gap, presenting and unveiling practices extracted from eleven semi-structured interviews and four design workshops with experts in Banking, Technical suppo...
CHI Conference on Human Factors in Computing Systems Extended Abstracts
The digitization of financial transactions in both Global North and Global South has led to consi... more The digitization of financial transactions in both Global North and Global South has led to considerable shifts in how money is used, understood, and processed by users, banks, and fintechs. This shift from physical cash to digital media, accelerated by the COVID-19 push for digital transactions, has impacted how users perceive and use digital money and opened avenues for more data collection. This diverse panel proposes a discussion to understand the set of opportunities and challenges around the design of digital financial services (DFS) and data-driven decision-making in DFS. We will create a live working document starting before the panel to document the discussion, which develops during and after the panel. This live document will enable community to engage with a broader audience of researchers and industry, outlining processes, methods, * Both authors contributed equally to this research.
Design, User Experience, and Usability: Theory, Methodology, and Management, 2017
Several methods are available to converge ideas, choosing concepts more suitable for the problem ... more Several methods are available to converge ideas, choosing concepts more suitable for the problem to be solved. Relations between concepts and combination of ideas are limited to time constraints and designers' cognition during decision-making meetings, let some possible choices not available for discussion. Understanding those constraints, is paramount to propose approaches that take advantage of current technology advances. Nowadays, computers can storage high amount of data and computational algorithms may infer combinations not considered before by humans. Taking this perspective, this text investigates the computational generative design as a tool to evaluate patterns emerged in the ideation phase of a design team creation. Designers can benefit of our approach in the ideation phases of the design process to have insights, unusual and disrupted ideas facilitated by technology.
Journal of Interactive Systems, 2019
This special issue of JIS presents the extended versions of the best full papers of the Brazilian... more This special issue of JIS presents the extended versions of the best full papers of the Brazilian Symposium on Human Factors in Computing Systems (IHC 2018). For this issue, the seven papers selected as best papers from the 42 presented at the conference were invited to submit an extended version of their work. It is worth noting that the extended versions contain original content or new contributions when compared to their original IHC 2018 version, and they were submitted to a new and independent review process. IHC 2018 highlighted the influence and importance of cultural issues in the design of computer systems, as well as the need to be creative and innovative in designing new forms of interaction, design, and system evaluations with its theme “Interaction, Culture, and Creativity”. The papers presented in this issue tap into IHC 2018’s theme and represent the broad range of topics being investigated in HCI in Brazil, as well as bring original and relevant contributions to the ...
Anais Estendidos do XVII Simpósio Brasileiro de Fatores Humanos em Sistemas Computacionais (IHC), 2018
It has been 20 years since we have organized the first edition of IHC in 1998. So much has change... more It has been 20 years since we have organized the first edition of IHC in 1998. So much has changed regarding not only technology, but also how it is inserted in our society. During this time, technology and people´s interaction with it have become ubiquitous and part of our everyday lives mediating many (if not most) of our ordinary activities from communicating with other people, to work, entertainment and Government services. As professionals who generate technology, this change has also raised our awareness, concern and attitude towards the social responsibility and ethics involved with developing technology and its use by society. In this panel, we discuss how social responsibility and ethics have changed and what is our role, as professionals, going forward.
Proceedings of the 5th International Conference on Conversational User Interfaces
As CUIs become more prevalent in both academic research and the commercial market, it becomes mor... more As CUIs become more prevalent in both academic research and the commercial market, it becomes more essential to design usable and adoptable CUIs. While research has been growing on the methods for designing CUIs for commercial use, there has been little discussion on overall community practice of developing design resources to aid in practical CUI design. The aim of this workshop therefore is to bring the CUI community together to discuss the current practices for developing tools and resources for practical CUI design, the adoption (or non-adoption) of these tools and resources, and how these resources are utilized in the training and education of new CUI designers entering the field. This workshop will bring together all parts of the CUI community to have meaningful discussions on how CUI design resources are currently developed, and how we can improve these resources and tools to aid in their adoption in practical CUI design, and CUI academic & industry design training.
Extended Abstracts of the 2023 CHI Conference on Human Factors in Computing Systems
Conversational user interfaces (CUIs) are often advertised to be accessible and easy-to-use, yet ... more Conversational user interfaces (CUIs) are often advertised to be accessible and easy-to-use, yet it is still not known how to make them fully inclusive and acceptable for all of their potential users, especially for those who may stand to benefit the most from CUIs. This workshop is the latest installment of a workshop series on conversational user interfaces [15, 20] and will bring together scholars, practitioners, and researchers to discuss the state of CUI design for marginalized and vulnerable populations, how inclusive design is considered (or neglected) in current CUI design practice, and how to move forward when it comes to designing CUIs for inclusion and diversity. Our aim is to spark vigorous and interesting discussions from multiple perspectives on issues related to inclusive design, marginalization, and the benefits and harms of CUIs. We aim for this workshop to serve as a platform on which to build a community and determine future directions to tackle important topics of inclusivity and equity in CUI design.
Human–Computer Interaction
analysinG tHe expeRienCe of beinG Guided by a Mobile
This study aims to develop design principles for outdoor mobile multimedia guides in cultural her... more This study aims to develop design principles for outdoor mobile multimedia guides in cultural heritage.
Design, User Experience, and Usability. Design for Contemporary Interactive Environments, 2020
Bicyclists are increasingly shaping the picture of urban traffic. Modern navigation systems for t... more Bicyclists are increasingly shaping the picture of urban traffic. Modern navigation systems for this group of traffic participants do not offer a satisfying solution for guided navigation. On one hand, visual information is shifting the attention away from the traffic situation. On the other hand, voice instructions are perceived as distracting and the use of conventional headphones blocks the hearing of ambient sounds. Providing navigation instructions in form of vibrotactile stimuli instead of visual information and simple sounds over open-ear headphones instead of voice instructions can diminish these problems to a great extent.
CHI Conference on Human Factors in Computing Systems Extended Abstracts
Building on the prior workshops on conversational user interfaces (CUIs) [2, 40], we tackle the t... more Building on the prior workshops on conversational user interfaces (CUIs) [2, 40], we tackle the topic of ethics of CUIs at CHI 2022. Though commercial CUI developments continue to rapidly advance, our scholarly dialogue on ethics of CUIs is underwhelming. The CUI community has implicitly been concerned with ethics, yet making it central to the growing body of work thus far has not been adequately done. Since ethics is a far-reaching topic, perspectives from philosophy, design, and engineering domains are integral to our CUI research community. For instance, philosophical traditions, e.g., deontology or virtue ethics, can guide ethical concepts that are relevant for CUIs, e.g., autonomy or trust. The practice of design through approaches like value sensitive design can inform how CUIs should be developed. Ethics comes into play with technical contributions, e.g., privacy-preserving data sharing between conversational systems. By considering such multidisciplinary angles, we come to a special topic of interest that ties together philosophy, design, and engineering: conversational disclosure, e.g., sharing personal information, transparency, e.g., as how to transparently convey relevant information in a conversational manner, and vulnerability of diverse user groups that should be taken into consideration. CCS CONCEPTS • Human-centered computing → Human computer interaction (HCI); Haptic devices; User studies.
CHI Conference on Human Factors in Computing Systems Extended Abstracts, Apr 27, 2022
Proceedings of the 25th International Conference on Intelligent User Interfaces Companion, 2020
The use of speech as an interaction modality has grown considerably through the integration of In... more The use of speech as an interaction modality has grown considerably through the integration of Intelligent Personal Assistants (IPAs- e.g. Siri, Google Assistant) into smartphones and voice based devices (e.g. Amazon Echo). Such engineering advances in speech processing present a unique opportunity for enabling users to interact with interface in a truly conversational way. However, we have yet to see current voice-enable interface fully becoming Conversational User Interfaces (CUIs) as afforded by the underlying speech and natural language capabilities. For example, from a conversational / dialogue perspective, there remain significant gaps in using theoretical frameworks to understand user behaviours and choices and how they may applied to specific speech interface interactions. On a design and Human-Computer Interaction level, we don't yet have the proper tools such as validated design guidelines to help us improve the usability of such interfaces. On the speech processing si...
In this paper we explore the improvement of intent recognition in conversational systems by the u... more In this paper we explore the improvement of intent recognition in conversational systems by the use of meta-knowledge embedded in intent identifiers. Developers often include such knowledge, structure as taxonomies, in the documentation of chatbots. By using neuro-symbolic algorithms to incorporate those taxonomies into embeddings of the output space, we were able to improve accuracy in intent recognition. In datasets with intents and example utterances from 200 professional chatbots, we saw decreases in the equal error rate (EER) in more than 40% of the chatbots in comparison to the baseline of the same algorithm without the meta-knowledge. The meta-knowledge proved also to be effective in detecting out-of-scope utterances, improving the false acceptance rate (FAR) in two thirds of the chatbots, with decreases of 0.05 or more in FAR in almost 40% of the chatbots. When considering only the well-developed workspaces with a high level use of taxonomies, FAR decreased more than 0.05 in...
ArXiv, 2017
Multi-party Conversational Systems are systems with natural language interaction between one or m... more Multi-party Conversational Systems are systems with natural language interaction between one or more people or systems. From the moment that an utterance is sent to a group, to the moment that it is replied in the group by a member, several activities must be done by the system: utterance understanding, information search, reasoning, among others. In this paper we present the challenges of designing and building multi-party conversational systems, the state of the art, our proposed hybrid architecture using both rules and machine learning and some insights after implementing and evaluating one on the finance domain.
Conference on Human-Computer Interaction with Mobile Devices and Services, 2009
This study aims to develop design principles for outdoor mobile multimedia guides in cultural her... more This study aims to develop design principles for outdoor mobile multimedia guides in cultural heritage.
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Papers by Heloisa Candello