Desenvolvimento de Artefatos para Apoiar o Design e a Avaliação de Chatbots focando em Usabilidade e User Experience

Detalhes bibliográficos
Autor(a) principal: MAFRA, Malu Gabriele Silva
Data de Publicação: 2023
Tipo de documento: Dissertação
Idioma: por
Título da fonte: Biblioteca Digital de Teses e Dissertações da UFMA
Texto Completo: https://tedebc.ufma.br/jspui/handle/tede/tede/5135
Resumo: Chatbots are software that communicate and interact in a human-like way, through natural language, with human users. These tools are useful for a variety of purposes ranging from customer service, sales, education and learning, healthcare, to entertainment. In recent years, chatbots have become popular and there has been significant growth in the emergence of these tools on the market, especially textual chatbots. This rise has encouraged developers to create their own tools, in addition to attracting the efforts of researchers to this area. Despite the emphasis, there is a need to propose technologies capable of supporting developers and development teams in the process of designing and evaluating quality chatbots, since although these tools are on the rise, technologies to guarantee their quality and user satisfaction are not has kept pace. Given this, this master’s research proposes to develop artifacts applicable to the design and evaluation process of chatbots, based on quality attributes related to Usability and User Experience (UX), identified in literature reviews. The focus on Usability and UX was due to the impact that these aspects have on user satisfaction and the perceived quality of the system. The f irst artifact is the inspection checklist U2Chatbot, developed with the aim of assisting development teams in the process of identifying defects in text-based chatbots, improving the quality of these tools before their launch on the market. Despite the creation of checklist, it was observed that some developers have a visual need to understand important aspects that chatbots should display and that for this audience, only the U2Chatbot check items would not be enough. Thus, in a complementary way, the DP-U2Chatbot artifact was developed, which is a set of interface design recommendations, containing 21 important instructions to support developers in the process of building chatbots. After developing the proposed technologies, they were subjected to the necessary evaluations. To evaluate checklist U2Chatbot, an experimental study was conducted and the results indicated that participants found the technology useful for discovering defects in chatbots, however, ease of use could improve. Furthermore, it was found that the participants’ experience did not significantly influence the efficacy results and efficiency of the technique. For the DP-U2Chatbot design patterns, a simple assessment was carried out regarding the understandability and usefulness of the technology. The results indicated that in general the technology is easy to understand and useful in supporting the design of chatbots, however, the visual examples of some patterns could be improved to make them clearer to developers.
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spelling RIVERO CABREJOS, Luis Jorge Enriquehttp://lattes.cnpq.br/8534667641706692RIVERO CABREJOS, Luis Jorge Enriquehttp://lattes.cnpq.br/8534667641706692SILVA, Williamson Alison Freitashttp://lattes.cnpq.br/7511013446343990SANTOS, Davi Viana doshttp://lattes.cnpq.br/9297257833779277http://lattes.cnpq.br/7538025631498115MAFRA, Malu Gabriele Silva2024-02-15T13:12:14Z2023-12-13MAFRA, Malu Gabriele Silva. Desenvolvimento de Artefatos para Apoiar o Design e a Avaliação de Chatbots focando em Usabilidade e User Experience. 2023. 145 f. Dissertação( Programa de Pós-graduação em Ciência da Computação/CCET) - Universidade Federal do Maranhão, São Luís, 2023.https://tedebc.ufma.br/jspui/handle/tede/tede/5135Chatbots are software that communicate and interact in a human-like way, through natural language, with human users. These tools are useful for a variety of purposes ranging from customer service, sales, education and learning, healthcare, to entertainment. In recent years, chatbots have become popular and there has been significant growth in the emergence of these tools on the market, especially textual chatbots. This rise has encouraged developers to create their own tools, in addition to attracting the efforts of researchers to this area. Despite the emphasis, there is a need to propose technologies capable of supporting developers and development teams in the process of designing and evaluating quality chatbots, since although these tools are on the rise, technologies to guarantee their quality and user satisfaction are not has kept pace. Given this, this master’s research proposes to develop artifacts applicable to the design and evaluation process of chatbots, based on quality attributes related to Usability and User Experience (UX), identified in literature reviews. The focus on Usability and UX was due to the impact that these aspects have on user satisfaction and the perceived quality of the system. The f irst artifact is the inspection checklist U2Chatbot, developed with the aim of assisting development teams in the process of identifying defects in text-based chatbots, improving the quality of these tools before their launch on the market. Despite the creation of checklist, it was observed that some developers have a visual need to understand important aspects that chatbots should display and that for this audience, only the U2Chatbot check items would not be enough. Thus, in a complementary way, the DP-U2Chatbot artifact was developed, which is a set of interface design recommendations, containing 21 important instructions to support developers in the process of building chatbots. After developing the proposed technologies, they were subjected to the necessary evaluations. To evaluate checklist U2Chatbot, an experimental study was conducted and the results indicated that participants found the technology useful for discovering defects in chatbots, however, ease of use could improve. Furthermore, it was found that the participants’ experience did not significantly influence the efficacy results and efficiency of the technique. For the DP-U2Chatbot design patterns, a simple assessment was carried out regarding the understandability and usefulness of the technology. The results indicated that in general the technology is easy to understand and useful in supporting the design of chatbots, however, the visual examples of some patterns could be improved to make them clearer to developers.Chatbots são softwares que se comunicam e interagem de forma semelhante à humana, por meio de linguagem natural, com usuários humanos. Essas ferramentas são úteis para diversas finalidades que variam desde atendimento ao cliente, vendas, educação, saúde, até entretenimento. Nos últimos anos os chatbots se popularizaram e observou-se um crescimento significativo no surgimento dessas ferramentas no mercado, principalmente dos chatbots textuais. Essa ascensão tem encorajado desenvolvedores a criarem suas próprias ferramentas, além de atrair os esforços de pesquisadores para esta área. Apesar do destaque, há necessidade de propor tecnologias capazes de apoiar desenvolvedores e equipes de desenvolvimento no processo de projetar e avaliar chatbots de qualidade, visto que embora estas ferramentas estejam em alta, as tecnologias para garantir a qualidade delas e a satisfação dos usuários, não tem acompanhado o ritmo. Diante disto, esta pesquisa de mestrado propõe desenvolver artefatos aplicáveis ao processo de design e da avaliação de chatbots, tendo como base atributos de qualidade relacionados à Usabilidade e User Experience (UX), identificados em revisões da literatura. O foco em Usabilidade e UX se deu devido ao impacto que estes aspectos têm na satisfação do usuário e na qualidade percebida do sistema. O primeiro artefato é o checklist de inspeção U2Chatbot, desenvolvido com o objetivo de auxiliar equipes de desenvolvimento no processo de identificação de defeitos em chatbots textuais, melhorando a qualidade dessas ferramentas antes do lançamento destas no mercado. Apesar da criação do checklist, observou-se que alguns desenvolvedores têm uma necessidade visual para compreender aspectos importantes que chatbots devem exibir e que para esse público apenas os itens de verificação do U2Chatbot não seriam suficientes. Assim, de forma complementar, foi desenvolvido o artefato DP-U2Chatbot, que se trata de um conjunto de recomendações de design de interface, contendo 21 instruções importantes para apoiar desenvolvedores no processo de construção de chatbots. Após o desenvolvimento das tecnologias propostas, estas foram submetidas às avaliações necessárias. Para avaliar o checklist U2Chatbot, foi conduzido um estudo experimental e os resultados indicaram que os participantes consideraram a tecnologia útil para a descoberta de defeitos em chatbots, no entanto, a facilidade de uso pode melhorar. Além disso, verificou-se que a experiência dos participantes não influenciou significativamente os resultados de eficácia e a eficiência da técnica. Para os padrões de design DP-U2Chatbot, realizou-se uma avaliação simples em relação à compreensibilidade e utilidade da tecnologia. Os resultados indicaram que no geral a tecnologia é fácil de compreender e possui utilidade para apoiar o design de chatbots, no entanto, os exemplos visuais de alguns padrões podem melhorar para ficarem mais claros aos desenvolvedores.Submitted by Maria Aparecida (cidazen@gmail.com) on 2024-02-15T13:12:14Z No. of bitstreams: 1 Malu_Mafra.pdf: 42000993 bytes, checksum: 91229a379b59dd39da17701d0460487d (MD5)Made available in DSpace on 2024-02-15T13:12:14Z (GMT). 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dc.title.por.fl_str_mv Desenvolvimento de Artefatos para Apoiar o Design e a Avaliação de Chatbots focando em Usabilidade e User Experience
dc.title.alternative.eng.fl_str_mv Development of Artifacts to Support Design and Assessment of Chatbots focusing on Usability and User Experience
title Desenvolvimento de Artefatos para Apoiar o Design e a Avaliação de Chatbots focando em Usabilidade e User Experience
spellingShingle Desenvolvimento de Artefatos para Apoiar o Design e a Avaliação de Chatbots focando em Usabilidade e User Experience
MAFRA, Malu Gabriele Silva
Checklist de Inspeção;
Avaliação de Chatbots;
Usabilidade;
User Experience;
Recomendações de Design
Inspection Checklist;
Chatbots Evaluation;
Usability;
User Experience;
Design Patterns
Engenharia de Software
title_short Desenvolvimento de Artefatos para Apoiar o Design e a Avaliação de Chatbots focando em Usabilidade e User Experience
title_full Desenvolvimento de Artefatos para Apoiar o Design e a Avaliação de Chatbots focando em Usabilidade e User Experience
title_fullStr Desenvolvimento de Artefatos para Apoiar o Design e a Avaliação de Chatbots focando em Usabilidade e User Experience
title_full_unstemmed Desenvolvimento de Artefatos para Apoiar o Design e a Avaliação de Chatbots focando em Usabilidade e User Experience
title_sort Desenvolvimento de Artefatos para Apoiar o Design e a Avaliação de Chatbots focando em Usabilidade e User Experience
author MAFRA, Malu Gabriele Silva
author_facet MAFRA, Malu Gabriele Silva
author_role author
dc.contributor.advisor1.fl_str_mv RIVERO CABREJOS, Luis Jorge Enrique
dc.contributor.advisor1Lattes.fl_str_mv http://lattes.cnpq.br/8534667641706692
dc.contributor.referee1.fl_str_mv RIVERO CABREJOS, Luis Jorge Enrique
dc.contributor.referee1Lattes.fl_str_mv http://lattes.cnpq.br/8534667641706692
dc.contributor.referee2.fl_str_mv SILVA, Williamson Alison Freitas
dc.contributor.referee2Lattes.fl_str_mv http://lattes.cnpq.br/7511013446343990
dc.contributor.referee3.fl_str_mv SANTOS, Davi Viana dos
dc.contributor.referee3Lattes.fl_str_mv http://lattes.cnpq.br/9297257833779277
dc.contributor.authorLattes.fl_str_mv http://lattes.cnpq.br/7538025631498115
dc.contributor.author.fl_str_mv MAFRA, Malu Gabriele Silva
contributor_str_mv RIVERO CABREJOS, Luis Jorge Enrique
RIVERO CABREJOS, Luis Jorge Enrique
SILVA, Williamson Alison Freitas
SANTOS, Davi Viana dos
dc.subject.por.fl_str_mv Checklist de Inspeção;
Avaliação de Chatbots;
Usabilidade;
User Experience;
Recomendações de Design
topic Checklist de Inspeção;
Avaliação de Chatbots;
Usabilidade;
User Experience;
Recomendações de Design
Inspection Checklist;
Chatbots Evaluation;
Usability;
User Experience;
Design Patterns
Engenharia de Software
dc.subject.eng.fl_str_mv Inspection Checklist;
Chatbots Evaluation;
Usability;
User Experience;
Design Patterns
dc.subject.cnpq.fl_str_mv Engenharia de Software
description Chatbots are software that communicate and interact in a human-like way, through natural language, with human users. These tools are useful for a variety of purposes ranging from customer service, sales, education and learning, healthcare, to entertainment. In recent years, chatbots have become popular and there has been significant growth in the emergence of these tools on the market, especially textual chatbots. This rise has encouraged developers to create their own tools, in addition to attracting the efforts of researchers to this area. Despite the emphasis, there is a need to propose technologies capable of supporting developers and development teams in the process of designing and evaluating quality chatbots, since although these tools are on the rise, technologies to guarantee their quality and user satisfaction are not has kept pace. Given this, this master’s research proposes to develop artifacts applicable to the design and evaluation process of chatbots, based on quality attributes related to Usability and User Experience (UX), identified in literature reviews. The focus on Usability and UX was due to the impact that these aspects have on user satisfaction and the perceived quality of the system. The f irst artifact is the inspection checklist U2Chatbot, developed with the aim of assisting development teams in the process of identifying defects in text-based chatbots, improving the quality of these tools before their launch on the market. Despite the creation of checklist, it was observed that some developers have a visual need to understand important aspects that chatbots should display and that for this audience, only the U2Chatbot check items would not be enough. Thus, in a complementary way, the DP-U2Chatbot artifact was developed, which is a set of interface design recommendations, containing 21 important instructions to support developers in the process of building chatbots. After developing the proposed technologies, they were subjected to the necessary evaluations. To evaluate checklist U2Chatbot, an experimental study was conducted and the results indicated that participants found the technology useful for discovering defects in chatbots, however, ease of use could improve. Furthermore, it was found that the participants’ experience did not significantly influence the efficacy results and efficiency of the technique. For the DP-U2Chatbot design patterns, a simple assessment was carried out regarding the understandability and usefulness of the technology. The results indicated that in general the technology is easy to understand and useful in supporting the design of chatbots, however, the visual examples of some patterns could be improved to make them clearer to developers.
publishDate 2023
dc.date.issued.fl_str_mv 2023-12-13
dc.date.accessioned.fl_str_mv 2024-02-15T13:12:14Z
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dc.identifier.citation.fl_str_mv MAFRA, Malu Gabriele Silva. Desenvolvimento de Artefatos para Apoiar o Design e a Avaliação de Chatbots focando em Usabilidade e User Experience. 2023. 145 f. Dissertação( Programa de Pós-graduação em Ciência da Computação/CCET) - Universidade Federal do Maranhão, São Luís, 2023.
dc.identifier.uri.fl_str_mv https://tedebc.ufma.br/jspui/handle/tede/tede/5135
identifier_str_mv MAFRA, Malu Gabriele Silva. Desenvolvimento de Artefatos para Apoiar o Design e a Avaliação de Chatbots focando em Usabilidade e User Experience. 2023. 145 f. Dissertação( Programa de Pós-graduação em Ciência da Computação/CCET) - Universidade Federal do Maranhão, São Luís, 2023.
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dc.publisher.initials.fl_str_mv UFMA
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dc.publisher.department.fl_str_mv DEPARTAMENTO DE INFORMÁTICA/CCET
publisher.none.fl_str_mv Universidade Federal do Maranhão
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