Eliciting reactive and reflective feedback for a social communication tool: a multi-session approach

Gaining feedback from users early in the design of a complex, novel social system poses unique challenges. We report on our multi-session, in-context approach to get users to envision how they would use an early prototype in everyday life, combined with projections of how their friends would use it. The prototype is a novel social communication management tool and we required users develop a deep understanding of the complete system over time. Findings from data collected across four sessions show that using personalised task scenarios and giving users longer exposure to an early interactive prototype, combined with peer-to-peer discussion, enables participants to move beyond initial reactions to develop more reflective opinions. Participants were able to overcome first impressions and learning effects, develop deeper understanding of new conceptual models underpinning the system, integrate their understanding of piecemeal components and reflect on own use and use by others in deeper ways.

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