Co-Designing Accessible Embodied Conversational Agents for Post-COVID Syndrome Patients: A Participatory Case Study

Abstract

Designing accessible assistive systems that incorporate embodied conversational agents (ECAs) to support the daily lives of patients with Post-COVID syndrome (PCS) requires a deeper understanding of their needs. In this paper, we present empirical data on the expectations and requirements of such a system, while aiming to raise awareness of the digital barriers faced by those with PCS and other chronic diseases. We conducted an exploratory case study employing five participatory formats. Co-creating and iteratively refining with PCS patients, medical professionals, an ethics consultant, and human-agent interaction researchers, we developed an ECA prototype aimed at providing a barrier-free application for PCS-related support and derived design recommendations for technology development. We found that PCS patients require highly adaptable systems to manage the types and severity of daily fluctuating symptoms. Thus, such systems should be customizable, multimodal, and sensory-adaptive. Assistive (E)CAs can offer accessible and engaging support for monitoring health data. The benefit of agent embodiment is inconclusive – some participants found it helpful, while others reported no effect or a negative impact on their perception. Here, long-term, real-world studies are needed to evaluate sustained use and the impact of embodiment on user acceptance.