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

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aut.relation.endpage225
aut.relation.issue1
aut.relation.journalUniversal Access in the Information Society
aut.relation.startpage213
aut.relation.volume23
dc.contributor.authorMerkouris, SS
dc.contributor.authorLoram, G
dc.contributor.authorAbdelrazek, M
dc.contributor.authorRodda, SN
dc.contributor.authorIbrahim, A
dc.contributor.authorBonti, A
dc.contributor.authorDowling, NA
dc.date.accessioned2024-05-01T23:56:32Z
dc.date.available2024-05-01T23:56:32Z
dc.date.issued2022-10-16
dc.description.abstractGambling 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.
dc.identifier.citationUniversal 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
dc.identifier.doi10.1007/s10209-022-00932-5
dc.identifier.issn1615-5289
dc.identifier.issn1615-5297
dc.identifier.urihttp://hdl.handle.net/10292/17498
dc.languageen
dc.publisherSpringer Science and Business Media LLC
dc.relation.urihttps://link.springer.com/article/10.1007/s10209-022-00932-5
dc.rightsOpen 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/.
dc.rights.accessrightsOpenAccess
dc.rights.urihttp://creativecommons.org/licenses/by/4.0/
dc.subject46 Information and Computing Sciences
dc.subject4608 Human-Centred Computing
dc.subjectClinical Research
dc.subject3 Good Health and Well Being
dc.subject0806 Information Systems
dc.subject1699 Other Studies in Human Society
dc.subjectHuman Factors
dc.subject4608 Human-centred computing
dc.subject4609 Information systems
dc.titleImproving the User Experience of a Gambling Support and Education Website Using a Chatbot
dc.typeJournal Article
pubs.elements-id482358
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