Usability and User Experience of a Chatbot for Student Support

Authors: Stefan Hillmann, Philine Kowol, Adnan Ahmad, Ruochen Tang, Sebastian Möller

Abstract:

This paper describes the usability evaluation of the parts of the CHATU chatbot. The evaluation was conducted with 21 participants. A focus of this paper is the description of the carefully designed evaluation procedure, which aims to avoid textual priming of the participants. The general evaluation procedure can be applied to other speech- or text-based conversational systems, and additional material is provided. The evaluation results show that the usability and user experience of CHATU are positively rated. However, the naturalness and novelty of the interaction are not optimal, and the potential influence of users’ experience with LLMs on the evaluation is discussed.