All posts tagged
chatbot

Usability testing of spoken conversational systems

Good old usability testing for brand new technologies.

“The philosophy behind usability testing for speech-enabled systems is shared with general usability practices, but many usability practitioners have little or no experience testing speech interfaces, and the specific techniques required for collecting valid and reliable data are not widely understood. Spoken language and conversation have a number of properties that should influence the methods used to test speech user interfaces.”

Susan L. Hura a.k.a. /susan-hura | @SpeechUsability ~ Journal of Usability Studies 12.4

Chatbots and the new world of HCI

HCI as an academic field is waking up, too.

“A potential revolution is happening in front of our eyes. For decades, researchers and practitioners in human-computer interaction (HCI) have been improving their skills in designing for graphical user interfaces. Now things may take an unexpected turn—toward natural language user interfaces, in which interaction with digital systems happens not through scrolling, swiping, or button clicks, but rather through strings of text in natural language. This is particularly visible in recent developments in chatbots, that is, machine agents serving as natural language user interfaces to data and service providers [1], typically in the context of messaging applications.”

Asbjørn Følstad and Petter Bae Brandtzæg ~ Interactions XXIV.4

Chatbox UX: Crafting a valuable conversation

Is a chatbot UX the prototypical application of UX writing?

“All chatbots are not created equal. What separates a good chatbot from a bad one? A good chatbot helps users accomplish something more efficiently. A great one makes it enjoyable. A bad bot wastes time, returns nonsense, and may annoy or frustrate users enough to drive them away.”

Jennifer Leigh Brown a.k.a. /jleighbrown | @jennleighbrown ~ UXbooth