Working with robotic process automation: User experience after 18 months of adoption
This paper reports a study of User Experience (UX) with Robotic Process Automation (RPA), in the perspective of workers of EdP Brazil, a large electric utility company that operates in Brazil. RPA are software solutions for automating business processes that find increased interest of companies beca...
| Main Authors: | , , , , , , |
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| Format: | Article |
| Language: | English |
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Frontiers Media S.A.
2022-09-01
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| Series: | Frontiers in Computer Science |
| Subjects: | |
| Online Access: | https://www.frontiersin.org/articles/10.3389/fcomp.2022.936146/full |
| _version_ | 1828105068176474112 |
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| author | Lucia Vilela Leite Filgueiras Pedro Luiz Pizzigatti Corrêa Pedro Luiz Pizzigatti Corrêa Solange N. Alves-Souza Sigmar Monroe Teodoro Mariana Savarezze Pereira da Silva Rosa Virginia Encinas Quille Rosa Virginia Encinas Quille Vanessa Rafaela de Souza Demuner |
| author_facet | Lucia Vilela Leite Filgueiras Pedro Luiz Pizzigatti Corrêa Pedro Luiz Pizzigatti Corrêa Solange N. Alves-Souza Sigmar Monroe Teodoro Mariana Savarezze Pereira da Silva Rosa Virginia Encinas Quille Rosa Virginia Encinas Quille Vanessa Rafaela de Souza Demuner |
| author_sort | Lucia Vilela Leite Filgueiras |
| collection | DOAJ |
| description | This paper reports a study of User Experience (UX) with Robotic Process Automation (RPA), in the perspective of workers of EdP Brazil, a large electric utility company that operates in Brazil. RPA are software solutions for automating business processes that find increased interest of companies because they are inserted in workgroups as a co-worker, emulating human workers operating on GUI interfaces. Although the technology promises to drive a new wave of productivity in service companies, its impact on co-workers' experience is still unexplored. Based on projective interviews using the AXE (Anticipated eXperience Evaluation) protocol, after the first 18 months of RPA operation, the analysis of workers' collaboration with the robots has evidenced multiple facets of UX, technology acceptance and innovation adoption. For this case, RPA has provided an overall positive user experience mainly due to the perceived utility of the spared time, the upgrade in career opportunities and the pride for actively participating in the innovation adoption. Negative experience comes mainly from the lack of visibility that hinders robot management for efficiency and improvement. The methodology used in the study was successful in capturing the multifaceted workers' experience and is potentially useful to support user research in new expansion RPA projects. |
| first_indexed | 2024-04-11T09:56:37Z |
| format | Article |
| id | doaj.art-c74138322e63489f82783417e5578ddd |
| institution | Directory Open Access Journal |
| issn | 2624-9898 |
| language | English |
| last_indexed | 2024-04-11T09:56:37Z |
| publishDate | 2022-09-01 |
| publisher | Frontiers Media S.A. |
| record_format | Article |
| series | Frontiers in Computer Science |
| spelling | doaj.art-c74138322e63489f82783417e5578ddd2022-12-22T04:30:33ZengFrontiers Media S.A.Frontiers in Computer Science2624-98982022-09-01410.3389/fcomp.2022.936146936146Working with robotic process automation: User experience after 18 months of adoptionLucia Vilela Leite Filgueiras0Pedro Luiz Pizzigatti Corrêa1Pedro Luiz Pizzigatti Corrêa2Solange N. Alves-Souza3Sigmar Monroe Teodoro4Mariana Savarezze Pereira da Silva5Rosa Virginia Encinas Quille6Rosa Virginia Encinas Quille7Vanessa Rafaela de Souza Demuner8Polytechnic School, University of São Paulo, São Paulo, BrazilPolytechnic School, University of São Paulo, São Paulo, BrazilSchool of Arts, Sciences and Humanities, University of São Paulo, São Paulo, BrazilPolytechnic School, University of São Paulo, São Paulo, BrazilEdP Brasil, São Paulo, BrazilEdP Brasil, São Paulo, BrazilPolytechnic School, University of São Paulo, São Paulo, BrazilSchool of Arts, Sciences and Humanities, University of São Paulo, São Paulo, BrazilEdP Brasil, São Paulo, BrazilThis paper reports a study of User Experience (UX) with Robotic Process Automation (RPA), in the perspective of workers of EdP Brazil, a large electric utility company that operates in Brazil. RPA are software solutions for automating business processes that find increased interest of companies because they are inserted in workgroups as a co-worker, emulating human workers operating on GUI interfaces. Although the technology promises to drive a new wave of productivity in service companies, its impact on co-workers' experience is still unexplored. Based on projective interviews using the AXE (Anticipated eXperience Evaluation) protocol, after the first 18 months of RPA operation, the analysis of workers' collaboration with the robots has evidenced multiple facets of UX, technology acceptance and innovation adoption. For this case, RPA has provided an overall positive user experience mainly due to the perceived utility of the spared time, the upgrade in career opportunities and the pride for actively participating in the innovation adoption. Negative experience comes mainly from the lack of visibility that hinders robot management for efficiency and improvement. The methodology used in the study was successful in capturing the multifaceted workers' experience and is potentially useful to support user research in new expansion RPA projects.https://www.frontiersin.org/articles/10.3389/fcomp.2022.936146/fullacceptance modelshuman-robot interactioninnovation adoptionrobotic process automationuser experience (UX)human-computer interaction |
| spellingShingle | Lucia Vilela Leite Filgueiras Pedro Luiz Pizzigatti Corrêa Pedro Luiz Pizzigatti Corrêa Solange N. Alves-Souza Sigmar Monroe Teodoro Mariana Savarezze Pereira da Silva Rosa Virginia Encinas Quille Rosa Virginia Encinas Quille Vanessa Rafaela de Souza Demuner Working with robotic process automation: User experience after 18 months of adoption Frontiers in Computer Science acceptance models human-robot interaction innovation adoption robotic process automation user experience (UX) human-computer interaction |
| title | Working with robotic process automation: User experience after 18 months of adoption |
| title_full | Working with robotic process automation: User experience after 18 months of adoption |
| title_fullStr | Working with robotic process automation: User experience after 18 months of adoption |
| title_full_unstemmed | Working with robotic process automation: User experience after 18 months of adoption |
| title_short | Working with robotic process automation: User experience after 18 months of adoption |
| title_sort | working with robotic process automation user experience after 18 months of adoption |
| topic | acceptance models human-robot interaction innovation adoption robotic process automation user experience (UX) human-computer interaction |
| url | https://www.frontiersin.org/articles/10.3389/fcomp.2022.936146/full |
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