The language used in the ISO 9241-11 framework is very broad, which includes the term quality of experience rather than usability. The connection between ISO 9241-11 and usability is not clear.
From the existing VA studies, we select the ones that adhere to the ISO 9241-11 framework. In doing so, we need to define what the ISO 9241-11 framework means for us. The ISO 9241-11:2008 is the first revision of the ISO 9241-11:1995 standard. This standard was published in 2008 and the current ISO 9241-11:2018 standard is dated 2018. This standard is the first revision of the ISO 9241-11:1995 standard that was published in 1995. The standard is about products and services, e.g., software, ICT products and ICT services. The framework has two components, one is the context of use, and the other is usability measure.
The context of use is based on the human factors, i.e., the interaction between user, physical environment, technology and the task. The usability measure is based on the expected outcome, i.e., what will happen if the user performs an activity? The function is to develop and maintain products and services of products to assure products and services meet the needed performance. The framework stresses the importance of the context of use and usability measures. The framework, however, does not put emphasis on the independent variables that are part of the context of use, which is one of the main contributions of our study. Moreover, the framework does not indicate any connections to the independent variables. Finally, the framework does not suggest any usability metrics to be used in the context of use.
What are the usability metrics used in voice assistants to analyze the user experience?
How are the existing usability metrics integrated with the context of use?
What is the correlation between usability and the context of use?
Which usability metrics are used to measure the user experience in voice assistants?
To answer the research questions, we evaluated the selected articles for the availability of the usability metrics and the context of use. It is important to highlight that the selection has been done on the basis of the availability of the usability metrics in the selected articles. We did not consider any article where the usability metrics are not clearly mentioned. We have also tried to point out the subjective approach to design in the majority of the selected articles. In this way, the selected articles are evaluated according to the availability of the usability metrics for the voice assistant and the subjective approach to design in the designing of the voice assistants.
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