Investigating usability pitfalls in Brazilian and Foreign governmental chatbots
Autor(a) principal: | |
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Data de Publicação: | 2023 |
Outros Autores: | , |
Tipo de documento: | Artigo |
Idioma: | eng |
Título da fonte: | Journal on Interactive Systems |
Texto Completo: | https://sol.sbc.org.br/journals/index.php/jis/article/view/3104 |
Resumo: | The usability of chatbots is an essential aspect of e-government initiatives that aim to improve citizens’ access to public services. Despite significant efforts to enhance e-gov usability in Brazil, there is still a lack of research examining usability pitfalls in human-chatbot interaction. Therefore, this study aims to fill this research gap by presenting an analysis and comparison of ten electronic government chatbots, five national (Brazilian) and five foreign (1 Argentine, 1 Portuguese, 1 American, 1 British, and 1 Singaporean), using an adapted version of Heuristics for chatbots. This study examines the design issues and opportunities that can affect the usability and adoption of e-government chatbots in Brazil. These include enhancing the navigation mechanism for dialogues, improving response times to requests, clearly indicating the end of the dialogue, providing guidance on inputting utterances correctly and implementing standardized utterances for the same actions. |
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Journal on Interactive Systems |
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Investigating usability pitfalls in Brazilian and Foreign governmental chatbotsChatbotElectronic GovernmentUsabilityService deliveryThe usability of chatbots is an essential aspect of e-government initiatives that aim to improve citizens’ access to public services. Despite significant efforts to enhance e-gov usability in Brazil, there is still a lack of research examining usability pitfalls in human-chatbot interaction. Therefore, this study aims to fill this research gap by presenting an analysis and comparison of ten electronic government chatbots, five national (Brazilian) and five foreign (1 Argentine, 1 Portuguese, 1 American, 1 British, and 1 Singaporean), using an adapted version of Heuristics for chatbots. This study examines the design issues and opportunities that can affect the usability and adoption of e-government chatbots in Brazil. These include enhancing the navigation mechanism for dialogues, improving response times to requests, clearly indicating the end of the dialogue, providing guidance on inputting utterances correctly and implementing standardized utterances for the same actions.Brazilian Computer Society2023-07-29info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfhttps://sol.sbc.org.br/journals/index.php/jis/article/view/310410.5753/jis.2023.3104Journal of Interactive Systems; v. 14 n. 1 (2023); 331-340Journal on Interactive Systems; Vol. 14 No. 1 (2023); 331-3402763-771910.5753/jis.2023reponame:Journal on Interactive Systemsinstname:Sociedade Brasileira de Computação (SBC)instacron:SBCenghttps://sol.sbc.org.br/journals/index.php/jis/article/view/3104/2304Copyright (c) 2023 Mateus de Souza Monteiro, Gabriely Oliveira da Silva Batista, Luciana Cardoso de Castro Salgadohttp://creativecommons.org/licenses/by/4.0info:eu-repo/semantics/openAccessMonteiro, Mateus de SouzaBatista, Gabriely Oliveira da SilvaSalgado, Luciana Cardoso de Castro2023-10-12T20:47:00Zoai:ojs2.sol.sbc.org.br:article/3104Revistahttps://sol.sbc.org.br/journals/index.php/jis/ONGhttps://sol.sbc.org.br/journals/index.php/jis/oaijis@sbc.org.br2763-77192763-7719opendoar:2023-10-12T20:47Journal on Interactive Systems - Sociedade Brasileira de Computação (SBC)false |
dc.title.none.fl_str_mv |
Investigating usability pitfalls in Brazilian and Foreign governmental chatbots |
title |
Investigating usability pitfalls in Brazilian and Foreign governmental chatbots |
spellingShingle |
Investigating usability pitfalls in Brazilian and Foreign governmental chatbots Monteiro, Mateus de Souza Chatbot Electronic Government Usability Service delivery |
title_short |
Investigating usability pitfalls in Brazilian and Foreign governmental chatbots |
title_full |
Investigating usability pitfalls in Brazilian and Foreign governmental chatbots |
title_fullStr |
Investigating usability pitfalls in Brazilian and Foreign governmental chatbots |
title_full_unstemmed |
Investigating usability pitfalls in Brazilian and Foreign governmental chatbots |
title_sort |
Investigating usability pitfalls in Brazilian and Foreign governmental chatbots |
author |
Monteiro, Mateus de Souza |
author_facet |
Monteiro, Mateus de Souza Batista, Gabriely Oliveira da Silva Salgado, Luciana Cardoso de Castro |
author_role |
author |
author2 |
Batista, Gabriely Oliveira da Silva Salgado, Luciana Cardoso de Castro |
author2_role |
author author |
dc.contributor.author.fl_str_mv |
Monteiro, Mateus de Souza Batista, Gabriely Oliveira da Silva Salgado, Luciana Cardoso de Castro |
dc.subject.por.fl_str_mv |
Chatbot Electronic Government Usability Service delivery |
topic |
Chatbot Electronic Government Usability Service delivery |
description |
The usability of chatbots is an essential aspect of e-government initiatives that aim to improve citizens’ access to public services. Despite significant efforts to enhance e-gov usability in Brazil, there is still a lack of research examining usability pitfalls in human-chatbot interaction. Therefore, this study aims to fill this research gap by presenting an analysis and comparison of ten electronic government chatbots, five national (Brazilian) and five foreign (1 Argentine, 1 Portuguese, 1 American, 1 British, and 1 Singaporean), using an adapted version of Heuristics for chatbots. This study examines the design issues and opportunities that can affect the usability and adoption of e-government chatbots in Brazil. These include enhancing the navigation mechanism for dialogues, improving response times to requests, clearly indicating the end of the dialogue, providing guidance on inputting utterances correctly and implementing standardized utterances for the same actions. |
publishDate |
2023 |
dc.date.none.fl_str_mv |
2023-07-29 |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
https://sol.sbc.org.br/journals/index.php/jis/article/view/3104 10.5753/jis.2023.3104 |
url |
https://sol.sbc.org.br/journals/index.php/jis/article/view/3104 |
identifier_str_mv |
10.5753/jis.2023.3104 |
dc.language.iso.fl_str_mv |
eng |
language |
eng |
dc.relation.none.fl_str_mv |
https://sol.sbc.org.br/journals/index.php/jis/article/view/3104/2304 |
dc.rights.driver.fl_str_mv |
http://creativecommons.org/licenses/by/4.0 info:eu-repo/semantics/openAccess |
rights_invalid_str_mv |
http://creativecommons.org/licenses/by/4.0 |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf |
dc.publisher.none.fl_str_mv |
Brazilian Computer Society |
publisher.none.fl_str_mv |
Brazilian Computer Society |
dc.source.none.fl_str_mv |
Journal of Interactive Systems; v. 14 n. 1 (2023); 331-340 Journal on Interactive Systems; Vol. 14 No. 1 (2023); 331-340 2763-7719 10.5753/jis.2023 reponame:Journal on Interactive Systems instname:Sociedade Brasileira de Computação (SBC) instacron:SBC |
instname_str |
Sociedade Brasileira de Computação (SBC) |
instacron_str |
SBC |
institution |
SBC |
reponame_str |
Journal on Interactive Systems |
collection |
Journal on Interactive Systems |
repository.name.fl_str_mv |
Journal on Interactive Systems - Sociedade Brasileira de Computação (SBC) |
repository.mail.fl_str_mv |
jis@sbc.org.br |
_version_ |
1796797411460382720 |