Designing Interaction for Chatbot-Based Conversational Commerce with User-Centered Design
Abstract
Chatbot-based conversational commerce which allows buyers to do online shopping by conversing with chatbot through messaging application has been growing in the e-commerce industry. However, based on studies conducted in this paper, findings show that interaction design of the existing conversational commerce are still lacking in various areas. Therefore, an interaction and interface design for chatbot-based conversational commerce are developed in this study using user-centered design. The outcome of this study is a prototype that fulfills the usability goal and the user experience goal defined for chatbot-based conversational commerce on mobile platform especially for Indonesian users. We conduct usability testing to evaluate the prototype. The results show that the prototype fulfills the defined usability goals and user experience goals as 100% users agree that the prototype is effective to use, efficient to use, easy to learn, enjoyable and helpful, although only 83.3% users agree that the prototype is safe to use.
Integrity signals
Registry
Cites
Statistics
Claims the paper makes
Claims other papers make about this one
Each is checked against this paper’s own text: does it say what the citing paper says it does?
Today's chatbot design practice follows a well-established workflow of identifying functionality or persona, creating a dialogue flow template, filling the template with supervised NLP models, and iterating.
“Today's chatbot design practice-i.e., designing multi-turn conversational interactions-follows a well-established workfow [12,13,24,25,39,44].”
From Why Johnny Can’t Prompt: How Non-AI Experts Try (and Fail) to Design LLM Prompts (2023) · cites this paper as [39]
Cites
About Face 2.0: The Essentials of Interaction Design
Cooper, A., Reimann, R., Cronin, D., & Noessel, C. (1995) · Cited by 1,339 · see citing works
Designing for Interaction: Creating Smart Applications and Clever Devices
Saffer, D. (2006) · Cited by 195 · see citing works
Negulescu, M., Ruiz, J., Li, Y., et al. (2012) · International Working Conference on Advanced Visual Interfaces (AVI) · doi:10.1145/2254556.2254589 · Cited by 56 · see citing works
Hill, J. (2016) · Digital Commons - University of South Florida (University of South Florida) · Cited by 12 · see citing works
Flagged first, then by citations
Cited by
Sorted by citations
Why Johnny Can’t Prompt: How Non-AI Experts Try (and Fail) to Design LLM Prompts
Zamfirescu-Pereira, J. D., Wong, R. Y., Hartmann, B., & Yang, Q. (2023) · Proceedings of the 2023 CHI Conference on Human Factors in Computing Systems · doi:10.1145/3544548.3581388 · Cited by 893 · see citing works
“, designing multi-turn conversational interactions—follows a well-established workfow [12, 13, 24, 25, 39, 44].”
BackgroundConversational agents in business: A systematic literature review and future research directions
Bavaresco, R., Silveira, D., Reis, E., Barbosa, J., Righi, R., Costa, C., Antunes, R., Gomes, M., Gatti, C., Vanzin, M., et al. (2020) · Computer Science Review · doi:10.1016/j.cosrev.2020.100239 · Cited by 143 · see citing works
- Authors
- Pricilla, C., Lestari, D. P., & Dharma, D.
- Affiliations
- Bandung Institute of Technology (ID)
- ORCID
- Dharma, Dody
- Venue
- 2018 5th International Conference on Advanced Informatics: Concept Theory and Applications (ICAICTA)
- Publisher
- IEEE
- Published
- 2018-08
- Pages
- 244-249
- OpenAlex
- W2901271762
- Cited by
- 48
- References
- 4
- Citations by year
- 2026: 2 · 2025: 5 · 2024: 4 · 2023: 11 · 2022: 5 · 2021: 13 · 2020: 6 · 2019: 1 · 2017: 1
- FWCI
- 2.04
- Type
- conference paper
- Language
- en
- Open access
- closed
- Locations
- International Conference on Advanced Informatics: Concepts, Theory and Applications (ICAICTA) (publishedVersion)
- Topics
- Physical Sciences › Computer Science › Artificial Intelligence › AI in Service Interactions
- Physical Sciences › Computer Science › Human-Computer Interaction › Usability and User Interface Design
- Physical Sciences › Computer Science › Human-Computer Interaction › Innovative Human-Technology Interaction
- Keywords
- chatbots, conversational commerce, interaction design, user-centered design, e-commerce, mobile interface design, usability evaluation, user experience, Indonesian users
About these checks
Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
Statistics and arithmetic are recomputed, not judged.
Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.
What counts as a claim ›How we measure confidence ›How we check this ›
Are you an author, or do you see a problem with this page? Request a review
