Toward Closed-Domain Conversational Item Listing Assistant for Improvement of Experiences of Older Adults in Customer-to-Customer (C2C) Marketplaces
Abstract
Due to the increased availability of internet-based services, the number of e-commerce users among older adults is steadily growing. However, little is known about how older adults would adapt to modern e-commerce services, especially in the case of customer-to-customer (C2C) marketplaces as buyers and sellers. To address that, we propose a closed-domain conversational chatbot assistant that guides older adults through the product listing process. We evaluated the usability of our tool with 10 participants, consisting of a pre-test survey and a post-task interview. We found that while older adults proficiently operated with familiar functions such as text entry and photo taking, they faced challenges in understanding the purpose of each task and how tasks were related to each other. We suggest design implications for creating conversational chatbot assistants that help older adults sell items in C2C marketplaces.
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?
Pilot usability studies provide detailed understanding of interface comprehension and control requirements, but small-N prototypes are inadequate for substantiating extensive behavioral assertions.
“Pilot usability studies provide detailed understanding of interface comprehension and control requirements; however, small-N prototypes are inadequate for substantiating extensive behavioral assertions [61].”
From From Recommendations to Delegation: A Systematic Review Mapping Agentic AI in E-Commerce and Its Consumer Effects (2026) · cites this paper as [61]
Satisfaction/CX/perceived service quality is mostly positive, but design can introduce negative affect (reactance, overload).
“Mostly positive, but design can introduce negative affect (reactance, overload)”
From From Recommendations to Delegation: A Systematic Review Mapping Agentic AI in E-Commerce and Its Consumer Effects (2026) · cites this paper as [61]
Satisfaction rises via problem-solving, confirmation, usefulness, and interaction/service quality.
“Satisfaction rises via problem-solving, confirmation, usefulness, and interaction/service quality.”
From From Recommendations to Delegation: A Systematic Review Mapping Agentic AI in E-Commerce and Its Consumer Effects (2026) · cites this paper as [61]
Satisfaction declines when designs trigger reactance or cognitive/affective overload, which depress downstream evaluations.
“It declines when designs trigger reactance or cognitive/affective overload, which depress downstream evaluations.”
From From Recommendations to Delegation: A Systematic Review Mapping Agentic AI in E-Commerce and Its Consumer Effects (2026) · cites this paper as [61]
Cites
Chattaraman, V., Kwon, W.-S., Gilbert, J. E., & Ross, K. (2019) · Computers in Human Behavior · doi:10.1016/j.chb.2018.08.048 · Cited by 510 · see citing works
BrowseWithMe: An Online Clothes Shopping Assistant for People with Visual Impairments
Stangl, A. J., Kothari, E., Jain, S. D., Yeh, T., Grauman, K., & Gurari, D. (2018) · Proceedings of the 20th International ACM SIGACCESS Conference on Computers and Accessibility · doi:10.1145/3234695.3236337 · Cited by 66 · cited 1× · see citing works
“Stangl et al. [20] proposed chatbots that only allow voice input from users, with the aim of assisting visually impaired users in accessing product information by creating an assistant that receives voice queries from users and retrieves product information from the relevant web pages.”
Flagged first, then by citations
Cited by
Sorted by citations
Balaskas, S. (2026) · Information · doi:10.3390/info17030222 · Cited by 8 · see citing works
- Authors
- Park, S., Jung, H., Ryskeldiev, B., Lee, J., Lee, G., Jeong, H., Chun, M., & Teramoto, K.
- Affiliations
- Kyung Hee University (KR)
- Seoul National University (KR)
- University of Tsukuba (JP)
- University of Seoul (KR)
- Mercari R4D, Japan
- ORCID
- Venue
- The 26th International ACM SIGACCESS Conference on Computers and Accessibility
- Publisher
- ACM
- Published
- 2024-10-27
- Pages
- 1-5
- OpenAlex
- W4403576832
- Cited by
- 0
- References
- 2
- FWCI
- 0.00
- Type
- conference paper
- Language
- en
- Open access
- closed
- Locations
- International ACM SIGACCESS Conference on Computers and Accessibility (ASSETS) (publishedVersion)
- Seoul National University Open Repository (Seoul National University) (submittedVersion)
- Funders
- National Research Foundation of Korea (RS-2024-00407105)
- Topics
- Social Sciences › Demography › Technology Use by Older Adults
- Physical Sciences › Computer Science › Artificial Intelligence › AI in Service Interactions
- Physical Sciences › Computer Science › Human-Computer Interaction › Usability and User Interface Design
- Keywords
- older adults, chatbots, product listings, e-commerce usability, usability evaluation
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
