Assessing a Technology for Usability and User Experience Evaluation of Conversational Systems: An Exploratory Study

Guilherme Guerino, Williamson Silva, Thiago Coleti, Natasha Valentim

2021

Abstract

Conversational Systems (CS) are increasingly present in people’s daily lives. CS must provide a good experience and meet the needs of its users. Therefore, the Usability and User Experience (UX) evaluation is an appropriate step before making CSs available to society. To guide developers to identify problems, improvement suggestions, and user perceptions during CSs development, we developed a technology named Usability and User Experience Evaluation of Conversational Systems (U2XECS). U2XECS is a questionnaire-based technology that provides Usability and UX statement specifics to evaluate CSs. We conducted an exploratory study performed to evaluate and evolve U2XECS. Our results evidenced positive points of U2XECS related to ease of use, usefulness, and intentions to use. Moreover, we identified opportunities for improvement in U2XECS, such as ambiguous statements that generated misinterpretations in subjects.

Paper Citation

in Harvard Style

Guerino G., Silva W., Coleti T. and Valentim N. (2021). Assessing a Technology for Usability and User Experience Evaluation of Conversational Systems: An Exploratory Study. In Proceedings of the 23rd International Conference on Enterprise Information Systems - Volume 2: ICEIS, ISBN 978-989-758-509-8, pages 463-473. DOI: 10.5220/0010450204630473

in Bibtex Style

@conference{iceis21,
author={Guilherme Guerino and Williamson Silva and Thiago Coleti and Natasha Valentim},
title={Assessing a Technology for Usability and User Experience Evaluation of Conversational Systems: An Exploratory Study},
booktitle={Proceedings of the 23rd International Conference on Enterprise Information Systems - Volume 2: ICEIS,},
year={2021},
pages={463-473},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0010450204630473},
isbn={978-989-758-509-8},
}

in EndNote Style

TY - CONF

JO - Proceedings of the 23rd International Conference on Enterprise Information Systems - Volume 2: ICEIS,
TI - Assessing a Technology for Usability and User Experience Evaluation of Conversational Systems: An Exploratory Study
SN - 978-989-758-509-8
AU - Guerino G.
AU - Silva W.
AU - Coleti T.
AU - Valentim N.
PY - 2021
SP - 463
EP - 473
DO - 10.5220/0010450204630473