Improving the user experience of a gambling support and education website using a chatbot Article Swipe
Stephanie Merkouris
,
George Loram
,
Mohamed Abdelrazek
,
Simone N. Rodda
,
Abdulrezzaq Ismael Ibrahim
,
Alessio Bonti
,
Nicki A. Dowling
·
YOU?
·
· 2022
· Open Access
·
· DOI: https://doi.org/10.1007/s10209-022-00932-5
YOU?
·
· 2022
· Open Access
·
· DOI: https://doi.org/10.1007/s10209-022-00932-5
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.
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Metadata
- Type
- article
- Language
- en
- Landing Page
- https://doi.org/10.1007/s10209-022-00932-5
- https://link.springer.com/content/pdf/10.1007/s10209-022-00932-5.pdf
- OA Status
- hybrid
- Cited By
- 8
- References
- 38
- Related Works
- 10
- OpenAlex ID
- https://openalex.org/W4306353915
All OpenAlex metadata
Raw OpenAlex JSON
- OpenAlex ID
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https://openalex.org/W4306353915Canonical identifier for this work in OpenAlex
- DOI
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https://doi.org/10.1007/s10209-022-00932-5Digital Object Identifier
- Title
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Improving the user experience of a gambling support and education website using a chatbotWork title
- Type
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articleOpenAlex work type
- Language
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enPrimary language
- Publication year
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2022Year of publication
- Publication date
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2022-10-16Full publication date if available
- Authors
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Stephanie Merkouris, George Loram, Mohamed Abdelrazek, Simone N. Rodda, Abdulrezzaq Ismael Ibrahim, Alessio Bonti, Nicki A. DowlingList of authors in order
- Landing page
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https://doi.org/10.1007/s10209-022-00932-5Publisher landing page
- PDF URL
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https://link.springer.com/content/pdf/10.1007/s10209-022-00932-5.pdfDirect link to full text PDF
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YesWhether a free full text is available
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hybridOpen access status per OpenAlex
- OA URL
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https://link.springer.com/content/pdf/10.1007/s10209-022-00932-5.pdfDirect OA link when available
- Concepts
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Chatbot, Usability, World Wide Web, Computer science, Web usability, Readability, User experience design, Usability lab, Credibility, Internet privacy, Human–computer interaction, Usability engineering, Programming language, Political science, LawTop concepts (fields/topics) attached by OpenAlex
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8Total citation count in OpenAlex
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2025: 4, 2024: 2, 2023: 2Per-year citation counts (last 5 years)
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38Number of works referenced by this work
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10Other works algorithmically related by OpenAlex
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