Improving the User Experience of a Gambling Support and Education Website Using a Chatbot

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Journal article(750.25 KB)
Date
2022-10-16
Authors
Merkouris, SS
Loram, G
Abdelrazek, M
Rodda, SN
Ibrahim, A
Bonti, A
Dowling, NA
Supervisor
Item type
Journal Article
Degree name
Journal Title
Journal ISSN
Volume Title
Publisher
Springer Science and Business Media LLC
Abstract

Gambling help websites are an important source of information for gamblers and affected others, but they contain large amounts of information, making it difficult to navigate and access required resources. Usability of such websites can be improved through the implementation of chatbots, which are programmed to respond to user requests in natural language. This study aimed to evaluate the impact of a text-based chatbot on the usability, user satisfaction, and experience of the Australian New South Wales GambleAware website; and explore the usability, user satisfaction, and experience of the chatbot itself. A convenience sample of Australian residents were allocated into website with chatbot access (n = 32) or website only (n = 28). Compared with the website-only group, the website with chatbot access group reported significantly greater ratings of the website’s usability and aspects of user satisfaction, but not user experience, and resulted in higher ease of task completion. Compared with available norms, the chatbot was highly rated on usability, usefulness, information quality, and credibility, with the layout, readability of responses, and look and feel identified as areas for improvement. The usability of the NSW GambleAware website could be enhanced by the integration of a text-based chatbot, with potential applications for similar websites.

Description
Keywords
46 Information and Computing Sciences , 4608 Human-Centred Computing , Clinical Research , 3 Good Health and Well Being , 0806 Information Systems , 1699 Other Studies in Human Society , Human Factors , 4608 Human-centred computing , 4609 Information systems
Source
Universal Access in the Information Society, ISSN: 1615-5289 (Print); 1615-5297 (Online), Springer Science and Business Media LLC, 23(1), 213-225. doi: 10.1007/s10209-022-00932-5
DOI
10.1007/s10209-022-00932-5
Publisher's version
https://link.springer.com/article/10.1007/s10209-022-00932-5
Rights statement
Open Access This article is licensed under a Creative Commons Attribution 4.0 International License, which permits use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons licence, and indicate if changes were made. The images or other third party material in this article are included in the article's Creative Commons licence, unless indicated otherwise in a credit line to the material. If material is not included in the article's Creative Commons licence and your intended use is not permitted by statutory regulation or exceeds the permitted use, you will need to obtain permission directly from the copyright holder. To view a copy of this licence, visit http://creativecommons.org/licenses/by/4.0/.
Permanent link
http://hdl.handle.net/10292/17498
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School of Clinical Sciences - Te Kura Mātai Haumanu