Technology is not just about lines of code and circuits; more importantly, it is about how these intersect with people’s lives. Recently, we had the opportunity to take theory out of the lab and place it in front of the toughest—yet most constructive—critic: the real user.
Here is what we learned from Refleksa’s recent experience within the Good Tech Living Lab.
What is the Good Tech Living Lab, really?
If you follow ENoLL (European Network of Living Labs) publications, you already know that a Living Lab is an open, user-centered innovation ecosystem. At the Good Tech Living Lab, our mission is clear: we test technology in real-life conditions.
One essential aspect to keep in mind? We focus on social validation, not clinical validation. Our goal is not to issue diagnoses, but to understand how people interact with digital solutions, how they integrate them into their routines, and what impact these have on their everyday quality of life.
Refleksa: More than a mirror—a companion
The innovation that has recently captured our attention is Refleksa. The project addresses an acute social issue: loneliness among older adults. Refleksa is a smart mirror designed for seniors living alone, aiming to improve well-being through daily communication and voice-activated social support.
From the Lab to Digital Innovation Zone EDIH 4.0 Conference (Iași): Rigor and Results
Recently, we brought Refleksa into the “real world” at the Digital Innovation Zone 4.0 conference in Iași. Although the event atmosphere may seem informal, our presence was guided by a rigorous methodology and a well-structured working protocol.
While the term “protocol” may sound rigid, it was essential for extracting valid data. We relied on Contextual Inquiry and Observational Study methods, monitoring specific indicators that go beyond simple verbal feedback.
What “science” did we extract from the live experimentation process?
- The correlation between latency and empathy: we observed how the AI’s response time directly influences the user’s level of trust. A latency that is too short can feel unnatural, while one that is too long disrupts emotional connection.
- Semantics vs. non-verbal perception: the collected data shows that, for senior users, tone of voice and clarity of reflection are often more important than the semantic complexity of the AI’s response.
- Spontaneous interaction patterns: our protocol allowed us to identify “conversation triggers”—what actually prompts people to initiate dialogue with an inanimate object.
- AI ethics in private spaces: we analyzed perceptions of privacy. Preliminary results indicate that acceptance of technology increases significantly when its social utility (reducing loneliness) is clearly perceived as outweighing concerns about digital monitoring.
Although we worked with measurement tools and observation grids, our focus remained unwavering: social validation and human experience. The numbers merely helped us quantify emotion and usefulness.
The benefits of experimenting in a Living Lab
Why do we choose this interactive, methodologically documented testing approach instead of staying confined to an office?
- Validation in a real ecosystem: we reduce the gap between “what we thought users wanted” and their actual fundamental needs.
- Evidence-based iteration: the protocol ensures that the changes we make in code are grounded in observed behavior, not assumptions.
- Humanizing AI: we learn how to make artificial intelligence feel less “artificial” and more like an extension of human empathy.
I’ve seen what users are saying, but what does innovator Daniele Bonini have to say about his experience at the Good Tech Living Lab?
Our conclusion?
The journey from an innovative idea to a life-changing product inevitably passes through dialogue and scientific rigor. Refleksa is not just about technology—it is about dignity and connection at any age.
What do you think? Can a standardized process coexist with a warm, human-centered approach in AI development?
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