Abstract
Grounded in the user experience driven innovation (UXDI) framework, we designed and developed a chatbot, ERIN, to help college students with finding resources about sensitive issues such as mental health and Title IX. ERIN was designed to be accessed via different devices. Throughout the design process, the analysis of user interviews suggested that the service experience of the chatbot and its adoption may strongly be influenced by the medium through which it is accessed. To test this possibility, we conducted an experiment comparing user reactions to the chatbot using two different devices: laptop and smart phone. The preliminary results showed that user experience of the chatbot was almost significantly better in the mobile group and people in that group were almost significantly more likely to adopt the chatbot. These results and their implications are discussed.
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Persons, B., Jain, P., Chagnon, C., Djamasbi, S. (2021). Designing the Empathetic Research IoT Network (ERIN) Chatbot for Mental Health Resources. In: Nah, F.FH., Siau, K. (eds) HCI in Business, Government and Organizations. HCII 2021. Lecture Notes in Computer Science(), vol 12783. Springer, Cham. https://doi.org/10.1007/978-3-030-77750-0_41
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