Auflistung nach Autor:in "Brown, Gordon"
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- KonferenzbeitragThe effects of consultant avatar size and dynamics on customer trust in online consultations(Mensch und Computer 2020 - Tagungsband, 2020) Brown, Gordon; Prilla, MichaelThis study investigates the impact of avatars on interactions between customers and consultants in remote, online consultations supported by Augmented Reality (AR). Based on past research, we were interested whether the appearance of an avatar and its dynamics affect important factors for online consultations such as social presence, trust in the consultant and perceived customer satisfaction. In particular, we chose avatar size and dynamics (movement/gaze) to compare different avatars in a 2x2 experiment, in which customers wear AR head mounted devices to consult a remotely located consultant in a mock furniture consultation session. Our results show no significant differences in trust and satisfaction, but significantly different levels of perceived social presence for life-sized, dynamic avatars as well as significantly higher co-presence for all life-sized avatars. Additional data from interviews with the participants revealed a clear preference for dynamic avatars over static ones. Based on an analysis of these findings, we make design recommendations and suggest directions for future research.
- KonferenzbeitragEvaluating Pointing Modes and Frames of Reference for Remotely Supporting an Augmented Reality User in a Collaborative (Virtual) Environment(Mensch und Computer 2019 - Tagungsband, 2019) Brown, Gordon; Prilla, MichaelWith the availability of powerful and affordable Augmented Reality (AR) devices, scenarios have become popular in which people wearing AR devices are supported by remote experts. These experts often use 2D peripherals to access the video feed of the 3D head mounted device (HMD) and to augment it with verbal or digital information. This raises the question whether tools that work for these scenarios also work for remote consultations. We conducted a study to (re--)evaluate these tools in a furniture sales consultation context. We focused on the consultant side of these settings and explored how the use of different pointing methods and perspectives affect different situations during a consultation. For this, we developed and evaluated a prototype with ten furniture store workers. Initial results show that while most usability and task load scores were even, the participants reported clear favorites for certain settings. We use these results to derive design recommendations for similar future projects.
- KonferenzbeitragThe Impact of Varying Resolution and Motion Realism of Avatars in Augmented Reality-Supported, Virtually Co-located Sales Consultations(Mensch und Computer 2022 - Tagungsband, 2022) Brown, Gordon; Hust, Julien; Büttner, Sebastian; Prilla, MichaelThe use of avatars in AR-based remote cooperation has gained a lot of interest in research and practice, as it allows remote cooperators to be virtually co-located. The realism of avatars has been found to be key to their successful use and is mainly affected by avatar resolution and movement realism. As hardware limits and difficulties to create human-like animations create challenges for designers to develop realistic avatars, design knowledge is needed to create suitable and feasible representations of avatars. However, there is hardly any work addressing this challenge. This paper presents an initial study that investigates this area and compares the impact of avatar resolution and movement realism on remote cooperation.
- ZeitschriftenartikelMöglichkeiten der Digitalisierung zur Beratung von hochkonfigurierbaren und hochindividualisierbaren Gütern(HMD Praxis der Wirtschaftsinformatik: Vol. 57, No. 4, 2020) Blunk, Oliver; Brown, Gordon; Prilla, MichaelDer Verkauf von hochkonfigurierbaren bzw. hoch-individualisierbaren Gütern ist online aktuell nicht verfügbar, da für den Kunden eine intensive Beratung notwendig ist, um passende Produkte bzw. Konfigurationen zu finden. Zusätzlich stehen Online-Beratungen vor der Herausforderung, dass Kunden unterschiedliche Konfigurationen nicht betrachten oder anfassen können, und der Berater ebenfalls nicht visualisiert wird. Weiterhin verfügen Geschäfte häufig nicht über Ausstellungsstücke, die alle unterschiedlichen Konfigurationsmöglichkeiten abdecken. Basierend auf Literatur und einer eigens in einem Möbelhaus durchgeführten ethnografischen Studie werden Anforderungen an ein System zur Online-Beratung im Kontext der Möbelbranche abgeleitet. Beispielsweise wird untersucht, inwieweit Augmented Reality als Ansatz dabei helfen kann, dass Kunden mit virtuell dargestellten Produkten interagieren können und so unterschiedliche Konfigurationen vergleichen können. Weiterhin werden unterschiedliche Möglichkeiten diskutiert, um den Kunden in diesem Umfeld zu beraten. Basierend auf den Anforderungen und unterschiedlichen Technologien wird ein Szenario erstellt, welches beschreibt, wie eine Online-Beratung durchgeführt werden könnte. Es wird der Einkaufsprozess eines fiktiven Kunden betrachtet. Zusätzlich werden auch Einschränkungen einer online-basierten Beratung diskutiert. Selling highly customizable goods online is difficult as this often requires intensive consultation in order for customers to find a suitable product and configuration. Furthermore, online consultations entail several difficulties that restrict the customer’s experience, such as the absence of visualizations of the desired products and their interaction partner or restricted haptic interactivity with the product. Based on literature and an ethnographic study which we conducted, we derive requirements that would need to be met to solve these problems. Following up, we discuss several options that could serve as means to fulfill these requirements. As an example, we explore using an augmented reality approach to allow customers to interact with virtual products and to inspect different features. Based on the options discussed, we formulate a scenario which details how an online consultation session for furniture sales could be conducted. It follows a fictional customer through their consultation journey from intending to buy online up to the final purchase. Finally, we discuss limitations for conducting consultations online.