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A Comprehensive Examination of User Experience in AI-Based Symptom Checker Chatbots

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Decision Support Systems XIV. Human-Centric Group Decision, Negotiation and Decision Support Systems for Societal Transitions (ICDSST 2024)

Part of the book series: Lecture Notes in Business Information Processing ((LNBIP,volume 506))

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Abstract

Recent advancements in digital technology have significantly impacted healthcare, with the rise of chatbots as a promising avenue for healthcare services. These chatbots aim to provide prevention, diagnosis, and treatment services, thereby reducing the workload on medical professionals. Despite this trend, limited research has explored the variables influencing user experiences in the design of healthcare chatbots. While the impact of visual representation within chatbot systems is recognized, existing studies have primarily focused on efficiency and accuracy, neglecting graphical interfaces and non-verbal visual communication tools. This research aims to delve into user experience aspects of symptom checker chatbots, including identity design, interface layout, and visual communication mechanisms. Data was collected through a comprehensive questionnaire involving three distinct chatbots (Healthily, Mediktor and Adele – a self-developed solution) and underwent meticulous analysis, yielding valuable insights to aid the decision process when designing effective chatbots for symptom checking.

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Author information

Authors and Affiliations

  1. Faculdade de Engenharia, Universidade Do Porto, R. Dr. Roberto Frias, 4200-465, Porto, Portugal

    Marta Campos Ferreira, Maria Veloso & João Manuel R. S. Tavares

  2. INESC-TEC, R. Dr. Roberto Frias, 4200-465, Porto, Portugal

    Marta Campos Ferreira

Authors
  1. Marta Campos Ferreira
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  2. Maria Veloso
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  3. João Manuel R. S. Tavares
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Corresponding author

Correspondence to Marta Campos Ferreira .

Editor information

Editors and Affiliations

  1. University of Porto, Porto, Portugal

    Sérgio Pedro Duarte

  2. University of Porto, Porto, Portugal

    António Lobo

  3. University of Belgrade, Belgrade, Serbia

    Boris Delibašić

  4. IMT Mines Albi, Albi, France

    Daouda Kamissoko

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Campos Ferreira, M., Veloso, M., Tavares, J.M.R.S. (2024). A Comprehensive Examination of User Experience in AI-Based Symptom Checker Chatbots. In: Duarte, S.P., Lobo, A., Delibašić, B., Kamissoko, D. (eds) Decision Support Systems XIV. Human-Centric Group Decision, Negotiation and Decision Support Systems for Societal Transitions. ICDSST 2024. Lecture Notes in Business Information Processing, vol 506. Springer, Cham. https://doi.org/10.1007/978-3-031-59376-5_8

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  • DOI: https://doi.org/10.1007/978-3-031-59376-5_8

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-031-59375-8

  • Online ISBN: 978-3-031-59376-5

  • eBook Packages: Computer ScienceComputer Science (R0)

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