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Effects of Interactivity and Usage Mode on User Experience in Chatbot Interface  

Baek, Hyunji (성균관대학교 인터랙션사이언스학과)
Kim, Sangyeon (성균관대학교 인터랙션사이언스학과)
Lee, Sangwon (성균관대학교 인터랙션사이언스학과)
Publication Information
Journal of the HCI Society of Korea / v.14, no.1, 2019 , pp. 35-43 More about this Journal
Abstract
This study examines how interactivity and usage mode of a chatbot interface affects user experience. Chatbot has rapidly been commercialized in accordance with improvements in artificial intelligence and natural language processing. However, most of the researches have focused on the technical aspect to improve the performance of chatbots, and it is necessary to study user experience on a chatbot interface. In this article, we investigated how 'interactivity' of an interface and the 'usage mode' referring to situations of a user affect the satisfaction, flow, and perceived usefulness of a chatbot for exploring user experience. As the result, first, the higher level of interactivity, the higher user experience. Second, usage mode showed interaction effect with interactivity on flow, although it didn't show the main effect. In specific, when interactivity is high in usage mode, flow was the highest rather than other conditions. Thus, for designing better chatbot interfaces, it should be considered to increase the degree of interactivity, and for users to achieve a goal easily through various functions with high interactivity.
Keywords
Chatbot; Interactivity; Usage Mode; User Experience;
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