Participatory Design for Whom? Designing Conversational User Interfaces for Sensitive Settings and Vulnerable Populations

Conversational User Interfaces (CUIs) are becoming increasingly applied in a broad range of sensitive settings to address the needs and struggles of vulnerable or marginalized users. Sensitive settings include, for instance, CUIs mediating the communication difficulties of people with dementia or supporting refugees to cope with new cultural practices as a chatbot on a government website. While researchers are increasingly designing CUIs for such sensitive settings, methods and participatory design approaches to address vulnerable user groups’ highly sensitive needs and struggles are sparse in research thus far. This workshop aims to explore how we can design CUIs for and in sensitive settings with vulnerable users in mind through the participatory design process. We aim to establish a working definition of vulnerability, sensitive settings, and how practice-oriented design of CUIs can be inclusive of diverse users.