Fairness &amp; Inclusiveness https://smarterpatterns.com/taxonomy/term/46 en Anti-Pattern: Insensitive Bot Dialogue https://smarterpatterns.com/patterns/146/anti-pattern-insensitive-bot-dialogue <span>Anti-Pattern: Insensitive Bot Dialogue</span> <div> <div>Application</div> <div><a href="/taxonomy/term/6" hreflang="en">Communication</a></div> </div> <span><span>leighbryant</span></span> <span>Wed, 08/21/2019 - 18:26</span> <div> <div>Topic</div> <div><a href="/taxonomy/term/46" hreflang="en">Fairness &amp; Inclusiveness</a></div> </div> <div><p><strong>Problem:</strong></p> <p>The user does not want to be insulted, offended, triggered, or otherwise unsettled by a chatbot.</p> <figure><img alt="Side-by-side screenshots showing a chatbot responding to user queries with insensitive dialogue." data-entity-type="file" data-entity-uuid="ae40b0a0-ce58-4072-8f18-ef5722aa6da2" src="/sites/default/files/content-images/Insensitive_Bot_Dialogue-pandorabots_0.png" /> <figcaption>In both examples above, the chatbot response is likely to be interpreted by at least a few people as offensive or demeaning.</figcaption> </figure> <p><strong>Anti-pattern response:</strong></p> <p>The bot employs insensitive dialogue that can insult, offend, cause the user to be triggered, or otherwise unsettled.&nbsp;</p> <p>&nbsp;</p> <p><strong>Discussion:</strong></p> <p>Whether through inappropriate jokes, ugly associations, dubious assumptions, or just thoughtlessness in choice of words, a pleasant experience with a bot can turn into an awful one. In general, the cause is a designer who assumes all users share their worldview, their prejudices, and their sense of humour.</p> <p>Does this mean that bot dialogue should be bland and unremarkable in order to be safely inoffensive? Absolutely not. Brilliant copy can be witty, sharp, and inclusive. It does mean, however, that copywriting such dialogue should not be seen as finessing an otherwise effective product. As far as the user is concerned, the dialogue is the product.<br /> &nbsp;</p> </div> Wed, 21 Aug 2019 18:26:35 +0000 leighbryant 146 at https://smarterpatterns.com Explaining Reductive Inputs https://smarterpatterns.com/patterns/141/explaining-reductive-inputs <span>Explaining Reductive Inputs</span> <div> <div>Application</div> <div><a href="/taxonomy/term/21" hreflang="en">Input Data</a></div> </div> <span><span>leighbryant</span></span> <span>Wed, 08/21/2019 - 18:09</span> <div> <div>Topic</div> <div><a href="/taxonomy/term/46" hreflang="en">Fairness &amp; Inclusiveness</a></div> </div> <div><p><strong>Problem:</strong></p> <p>The user wants the&nbsp;system to respect their identity and not force them to conform to an identity that doesn't match their own simply to use the app.&nbsp;</p> <figure><img alt="Example from Ada of a binary gender input requirement and follow-on explanation of why the limits are in place" data-entity-type="file" data-entity-uuid="ff12460a-b778-4432-a078-bf233aa5ba9c" src="/sites/default/files/content-images/Explaining_Reductive_Inputs-ada.png" /> <figcaption>By providing an explanation of why it requires a binary response, this health app acknowledges the identity of the individuals using it even when it has to limit them within the application.</figcaption> </figure> <p><strong>Solution:</strong></p> <p>If the system does ask the user to provide a binary choice around identity—e.g. if a health app asks a user to choose between male and female—then the system explains why it necessary to reduce the options to only these choices, and qualifies what the implication of each is.</p> <p><br /> <strong>Discussion:</strong></p> <p>While ideally any app allows for the user to choose any gender, medical diagnosis normally requires a choice between binary male or female. The UI is not really the best place to discuss issues around the relationship between gender and sex and the social construction of both. Explaining the necessity of asking a reductive question in such a way as to make it clear that the system empathizes with the users concerns is tricky, yet it must try to do its best.<br /> &nbsp;</p> </div> Wed, 21 Aug 2019 18:09:12 +0000 leighbryant 141 at https://smarterpatterns.com Gender Neutral Bot https://smarterpatterns.com/patterns/131/gender-neutral-bot <span>Gender Neutral Bot</span> <div> <div>Application</div> <div><a href="/taxonomy/term/1" hreflang="en">Behaviour</a></div> </div> <span><span>leighbryant</span></span> <span>Wed, 08/21/2019 - 17:55</span> <div> <div>Topic</div> <div><a href="/taxonomy/term/46" hreflang="en">Fairness &amp; Inclusiveness</a></div> </div> <div><p dir="ltr"><strong>Problem:</strong></p> <p dir="ltr">The user wants to interact with a bot that isn't characterized as&nbsp;being distinctly male or female.&nbsp;</p> <figure><img alt="Example of gender neutral options" data-entity-type="file" data-entity-uuid="b02c31dd-afb0-4bbf-bfc8-6195b530d675" src="/sites/default/files/content-images/Gender_Neutral_Bot-replika_0.png" /> <figcaption>An app with a user-generated bot profile allows the user to choose non-binary options for the persona being created.</figcaption> </figure> <p><strong>Solution:</strong></p> <p>The bot character is portrayed&nbsp;as gender neutral, which can be&nbsp;conveyed via the pronouns it uses to refer to itself, the tone of voice it uses, the visual imagery or iconography, etc.</p> <p>&nbsp;</p> <p><strong>Discussion:</strong></p> <p>Is it a problem for the user if a bot is understood as male or female? Not directly in terms of task completion&nbsp;and a lot of the time it may have little impact on a user's impression of an app. But the perception of gender varies, so if we want to be in full control of the impression our bot is making and mitigate risks, we should avoid overt gender coding altogether. There's also a moral imperative not to contribute to harmful gender stereotypes (for example, by aligning a subservient bot with a female gender or a powerful one with male).</p> <p>Focusing on gender is just one way to think about these issues; there are many other ways in which human-like traits in a bot can cause issue. Users who align with the traits may feel like their identities are being parodied or otherwise reduced to a stereotype, and users who don't align with the traits may feel they're not the intended audience and/or that the system is designed so they're dissuaded from greater participation. Steering clear of human-like traits altogether can reduce risk&nbsp;and is an effective way to avoid the Uncanny Valley effect if nothing else. &nbsp;<br /> &nbsp;</p> </div> Wed, 21 Aug 2019 17:55:23 +0000 leighbryant 131 at https://smarterpatterns.com Apologies for Inaccuracy https://smarterpatterns.com/patterns/126/apologies-inaccuracy <span>Apologies for Inaccuracy </span> <div> <div>Application</div> <div><a href="/taxonomy/term/6" hreflang="en">Communication</a></div> </div> <span><span>leighbryant</span></span> <span>Wed, 08/21/2019 - 17:17</span> <div> <div>Topic</div> <div><a href="/taxonomy/term/46" hreflang="en">Fairness &amp; Inclusiveness</a></div> </div> <div><p><strong>Problem:</strong></p> <p>The AI in a system may generate inaccurate results that cause confusion, may be offensive, or otherwise unsettle the user. The user would like to know that this is a possibility and feel comfortable with the system regardless.</p> <figure><img alt="Screenshot of an image of a man with a potentially inaccurate age guess attached to it, with a close up of an apology for the AI's possible inaccuracies. Example taken from HowOld.net" data-entity-type="file" data-entity-uuid="61ea0725-48f3-4490-ab9d-dd97d300dc16" src="/sites/default/files/content-images/Apologies_for_Inaccuracy-how-old-net-.png" /> <figcaption>Microsoft's "How Old" AI-powered software guesses the age of the individual featured, but also includes an apology disclaimer for inaccurate guesses beneath the image.</figcaption> </figure> <p>&nbsp;</p> <p><strong>Solution:</strong></p> <p>The system apologizes for any possible inaccuracy that may be present, especially in regards to sensitive topics that could cause harm or offence.</p> <p>&nbsp;</p> <p><strong>Discussion:</strong></p> <p>While it is important for systems to admit to their fallibility (via <a href="/patterns/21/setting-expectations-acknowledging-limitations">Setting Expectations &amp; Acknowledging Limitations</a>, for example), there is an additional requirement to address how this fallibility may affect the user. In reality, what we call "the user" is a million unique individuals each of whom want to be treated with dignity and respect, not just in this interaction but in every facet of everyday life. We need to use different lenses, with more expansive understandings of who "the user" is in terms of social, psychological, physical, and ideological variables that describe any one embodied individual that goes beyond standard task completion assessments. Apologizing for potentially harmful interpretations acknowledges the humanity of the individuals.</p> </div> Wed, 21 Aug 2019 17:17:43 +0000 leighbryant 126 at https://smarterpatterns.com