Abstract
As intelligent products increasingly permeate daily life, artificial empathy - the ability of intelligent systems to understand and respond to human emotions - has become crucial to enhancing user experience. However, existing research lacks a systematic user experience structural model and effective evaluation tools, resulting in fragmented design goals and inconsistent assessment criteria. This study aims to construct a user experience model for artificial empathy using a scale development approach. Based on literature review, semi-structured interviews, thematic analysis, expert workshop, and multiple rounds of surveys (N = 500), four key dimensions were identified: Emotional Affordance, Behavioural Reliability, Perceived Personification, and Empathetic Connectivity. Factor analysis further revealed that these dimensions fall into three experiential levels: sensory, cognitive, and emotional. The primary contribution of this research lies in the UX Model of Artificial Empathy, while the scale development serves as an exploratory methodological tool rather than a finalized instrument. This study provides theoretical insights and practical references for empathetic human-computer interaction, while pointing to future directions for refining the scale itself.
Keywords
User Experience; Artificial Empathy; Scale Development; UX Model; Artificial Intelligence
DOI
https://doi.org/10.21606/iasdr.2025.47
Citation
Chao, C.,and Fu, Z.(2025) A User Experience Model of Artificial Empathy: Learn from Constructing an Evaluation Scale, in Chang, C.-Y., and Hsu, Y. (eds.), IASDR 2025: Design Next, 02-05 December, Taiwan. https://doi.org/10.21606/iasdr.2025.47
Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License
Conference Track
Track 4 - Human-Centered AI
A User Experience Model of Artificial Empathy: Learn from Constructing an Evaluation Scale
As intelligent products increasingly permeate daily life, artificial empathy - the ability of intelligent systems to understand and respond to human emotions - has become crucial to enhancing user experience. However, existing research lacks a systematic user experience structural model and effective evaluation tools, resulting in fragmented design goals and inconsistent assessment criteria. This study aims to construct a user experience model for artificial empathy using a scale development approach. Based on literature review, semi-structured interviews, thematic analysis, expert workshop, and multiple rounds of surveys (N = 500), four key dimensions were identified: Emotional Affordance, Behavioural Reliability, Perceived Personification, and Empathetic Connectivity. Factor analysis further revealed that these dimensions fall into three experiential levels: sensory, cognitive, and emotional. The primary contribution of this research lies in the UX Model of Artificial Empathy, while the scale development serves as an exploratory methodological tool rather than a finalized instrument. This study provides theoretical insights and practical references for empathetic human-computer interaction, while pointing to future directions for refining the scale itself.