Proposing Usability-UX technologies for the design and evaluation of text-based chatbots
Autor(a) principal: | |
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Data de Publicação: | 2024 |
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/3856 |
Resumo: | Chatbots are interactive systems that communicate using natural language with human users, via a textual interface or voice activation. These tools are useful for many spheres of business such as Customer Service, Sales, Education and Learning, Health and Entertainment. Recently, chatbots have become popular, with significant growth in the software industry, especially text-based chatbots. This is encouraging developers to create their own tools, as well as attracting efforts from researchers into this area. Despite this highlight, technologies to guarantee the quality of chatbots and user satisfaction are not keeping up with the growing demand for these tools. Considering this, there is a need to propose technologies capable of supporting developers and development teams in the process of building and evaluating chatbots. Therefore, this research proposes to develop artifacts applicable to the design and evaluation process of chatbots, based on quality attributes identified in systematic literature reviews related to Usability and User Experience (UX), due to the importance and impact that these aspects have on user satisfaction and the perceived quality of the system. The first artifact is the U2Chatbot inspection checklist, developed to assist development teams in the process of identifying defects in text-based chatbots. The second artifact is a set of interface design patterns, DP-U2Chatbot, containing useful examples to support developers in the process of building chatbots. The technologies were subjected to the necessary evaluations. The results of the empirical study regarding the U2Chatbot inspection checklist indicated that participants considered the technology useful for discovering defects in chatbots, however, ease of use could be improved. The participants' experience discreetly influenced the effectiveness and efficiency of the technique, leading us to believe that professionals with a certain level of inspection experience can benefit more from the checklist. Regarding the evaluation of DP-U2Chatbot design patterns, the results generally indicated that the technology is easy to understand and useful in supporting the design of chatbots, helping to build better tools. |
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Journal on Interactive Systems |
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Proposing Usability-UX technologies for the design and evaluation of text-based chatbotsInspection Checklist, Chatbots Evaluation, Usability, User Experience, Design PatternsChatbots are interactive systems that communicate using natural language with human users, via a textual interface or voice activation. These tools are useful for many spheres of business such as Customer Service, Sales, Education and Learning, Health and Entertainment. Recently, chatbots have become popular, with significant growth in the software industry, especially text-based chatbots. This is encouraging developers to create their own tools, as well as attracting efforts from researchers into this area. Despite this highlight, technologies to guarantee the quality of chatbots and user satisfaction are not keeping up with the growing demand for these tools. Considering this, there is a need to propose technologies capable of supporting developers and development teams in the process of building and evaluating chatbots. Therefore, this research proposes to develop artifacts applicable to the design and evaluation process of chatbots, based on quality attributes identified in systematic literature reviews related to Usability and User Experience (UX), due to the importance and impact that these aspects have on user satisfaction and the perceived quality of the system. The first artifact is the U2Chatbot inspection checklist, developed to assist development teams in the process of identifying defects in text-based chatbots. The second artifact is a set of interface design patterns, DP-U2Chatbot, containing useful examples to support developers in the process of building chatbots. The technologies were subjected to the necessary evaluations. The results of the empirical study regarding the U2Chatbot inspection checklist indicated that participants considered the technology useful for discovering defects in chatbots, however, ease of use could be improved. The participants' experience discreetly influenced the effectiveness and efficiency of the technique, leading us to believe that professionals with a certain level of inspection experience can benefit more from the checklist. Regarding the evaluation of DP-U2Chatbot design patterns, the results generally indicated that the technology is easy to understand and useful in supporting the design of chatbots, helping to build better tools.Brazilian Computer Society2024-03-18info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfhttps://sol.sbc.org.br/journals/index.php/jis/article/view/385610.5753/jis.2024.3856Journal of Interactive Systems; v. 15 n. 1 (2024); 234-251Journal on Interactive Systems; Vol. 15 No. 1 (2024); 234-2512763-771910.5753/jis.2024reponame:Journal on Interactive Systemsinstname:Sociedade Brasileira de Computação (SBC)instacron:SBCenghttps://sol.sbc.org.br/journals/index.php/jis/article/view/3856/2575Copyright (c) 2024 Malu Gabriele Silva Mafra, Kennedy Nunes, Simara Rocha, Geraldo Braz Junior, Aristofanes Silva, Davi Viana, Williamson Silva, Luis Riverohttp://creativecommons.org/licenses/by/4.0info:eu-repo/semantics/openAccessMafra, Malu Gabriele SilvaNunes, KennedyRocha, SimaraBraz Junior, GeraldoSilva, AristofanesViana, DaviSilva, WilliamsonRivero, Luis2024-02-03T13:06:35Zoai:ojs2.sol.sbc.org.br:article/3856Revistahttps://sol.sbc.org.br/journals/index.php/jis/ONGhttps://sol.sbc.org.br/journals/index.php/jis/oaijis@sbc.org.br2763-77192763-7719opendoar:2024-02-03T13:06:35Journal on Interactive Systems - Sociedade Brasileira de Computação (SBC)false |
dc.title.none.fl_str_mv |
Proposing Usability-UX technologies for the design and evaluation of text-based chatbots |
title |
Proposing Usability-UX technologies for the design and evaluation of text-based chatbots |
spellingShingle |
Proposing Usability-UX technologies for the design and evaluation of text-based chatbots Mafra, Malu Gabriele Silva Inspection Checklist, Chatbots Evaluation, Usability, User Experience, Design Patterns |
title_short |
Proposing Usability-UX technologies for the design and evaluation of text-based chatbots |
title_full |
Proposing Usability-UX technologies for the design and evaluation of text-based chatbots |
title_fullStr |
Proposing Usability-UX technologies for the design and evaluation of text-based chatbots |
title_full_unstemmed |
Proposing Usability-UX technologies for the design and evaluation of text-based chatbots |
title_sort |
Proposing Usability-UX technologies for the design and evaluation of text-based chatbots |
author |
Mafra, Malu Gabriele Silva |
author_facet |
Mafra, Malu Gabriele Silva Nunes, Kennedy Rocha, Simara Braz Junior, Geraldo Silva, Aristofanes Viana, Davi Silva, Williamson Rivero, Luis |
author_role |
author |
author2 |
Nunes, Kennedy Rocha, Simara Braz Junior, Geraldo Silva, Aristofanes Viana, Davi Silva, Williamson Rivero, Luis |
author2_role |
author author author author author author author |
dc.contributor.author.fl_str_mv |
Mafra, Malu Gabriele Silva Nunes, Kennedy Rocha, Simara Braz Junior, Geraldo Silva, Aristofanes Viana, Davi Silva, Williamson Rivero, Luis |
dc.subject.por.fl_str_mv |
Inspection Checklist, Chatbots Evaluation, Usability, User Experience, Design Patterns |
topic |
Inspection Checklist, Chatbots Evaluation, Usability, User Experience, Design Patterns |
description |
Chatbots are interactive systems that communicate using natural language with human users, via a textual interface or voice activation. These tools are useful for many spheres of business such as Customer Service, Sales, Education and Learning, Health and Entertainment. Recently, chatbots have become popular, with significant growth in the software industry, especially text-based chatbots. This is encouraging developers to create their own tools, as well as attracting efforts from researchers into this area. Despite this highlight, technologies to guarantee the quality of chatbots and user satisfaction are not keeping up with the growing demand for these tools. Considering this, there is a need to propose technologies capable of supporting developers and development teams in the process of building and evaluating chatbots. Therefore, this research proposes to develop artifacts applicable to the design and evaluation process of chatbots, based on quality attributes identified in systematic literature reviews related to Usability and User Experience (UX), due to the importance and impact that these aspects have on user satisfaction and the perceived quality of the system. The first artifact is the U2Chatbot inspection checklist, developed to assist development teams in the process of identifying defects in text-based chatbots. The second artifact is a set of interface design patterns, DP-U2Chatbot, containing useful examples to support developers in the process of building chatbots. The technologies were subjected to the necessary evaluations. The results of the empirical study regarding the U2Chatbot inspection checklist indicated that participants considered the technology useful for discovering defects in chatbots, however, ease of use could be improved. The participants' experience discreetly influenced the effectiveness and efficiency of the technique, leading us to believe that professionals with a certain level of inspection experience can benefit more from the checklist. Regarding the evaluation of DP-U2Chatbot design patterns, the results generally indicated that the technology is easy to understand and useful in supporting the design of chatbots, helping to build better tools. |
publishDate |
2024 |
dc.date.none.fl_str_mv |
2024-03-18 |
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/3856 10.5753/jis.2024.3856 |
url |
https://sol.sbc.org.br/journals/index.php/jis/article/view/3856 |
identifier_str_mv |
10.5753/jis.2024.3856 |
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/3856/2575 |
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. 15 n. 1 (2024); 234-251 Journal on Interactive Systems; Vol. 15 No. 1 (2024); 234-251 2763-7719 10.5753/jis.2024 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_ |
1796797411547414528 |