Designing for User Confidence in Intelligent Environments

Intelligent environments aim at supporting and assisting users in their daily activities. Their reliability, i.e., the capability of correctly accomplishing the intended tasks and of limiting or avoiding damage in case of malfunctions, is essential as for any user-facing technology. One aspect of reliability, often neglected, is guaranteeing the consistency between system operation and user expectations, so that users may build confidence over the correct behavior of the system and its reaction to their actions. The paper will review the literature concerning methodologies and tools that directly involve users and have been specifically applied or adopted for intelligent environments, throughout the entire design flow – from requirements gathering to interface design. The paper will then propose, building on top of the previous analysis, a set of guidelines that system designers should follow to ensure user confidence in their intelligent environments.