Capturing Passenger Experience in a Ride-Sharing Autonomous Vehicle: The Role of Digital Assistants in User Interface Design

Abstract

Autonomous ride-sharing services have the potential to disrupt future transportation ecosystems. It is critical to understand factors that influence user experience in autonomous vehicles (AVs) to design for widespread adoption. We conducted an on-road driving study in a mock AV to examine how the amount of information provided by an in-vehicle digital assistant, and the manner in which information is delivered, can impact one's overall AV experience. Passengers were divided into two cohorts, based on their assigned in-vehicle digital assistant (Lilly vs. Julie). Through a mixed-methods analysis, the data showed that quantity and quality of information presented via the digital assistant had a significant impact on one's confidence in an AV's driving capability and willingness to ride again. These findings highlight that although the two cohorts were identical with respect to the actual vehicle driven, differences in in-vehicle digital assistant design can alter passengers' perceptions of their overall AV experience.