User Experience and Trust in AI-Powered Mobile Applications

Abstract

Artificial Intelligence (AI) has been gradually adopted in the field of mobile application to deliver personalized recommendations, adaptive interfaces, intelligent search, automated assistance and context-aware services. These capabilities have transformed the way that users use mobile apps and opened up new possibilities for enhancing usability and satisfaction. But, the use of AI could also have an impact on user perceptions of transparency, reliability, privacy and trust. This present experimental usability study aimed to investigate how the use of AI features in mobile apps impacts their user experience and trust. The participants were randomly divided into two groups: one that interacted with the app including AI-driven personalized features and another that interacted with a similar version of the app without AI-driven personalization. Once the set tasks were completed, the participants answered a standardized questionnaire on the usability, satisfaction, perceived usefulness, and trust. Other behavioral measures such as task completion time and errors were also logged. The two groups were compared using independent-samples t-tests and analysis of variance, which were then used to assess the impact of AI integration on user experience and trust. The study aimed to offer valuable insights into the impact of personalization through AI technologies on users' experience with mobile apps and their trust in AI-assisted systems. The results might help shape the development of intelligent, usable, transparent, reliable and trustworthy mobile applications.