Chatbots are computer programs that interact with users utilizing natural language. Businesses benefit from using chatbots as they can provide a better and more satisfactory customer experience. This thesis investigates differences in user satisfaction with two types of e-commerce chatbots: a keyword-based chatbot and a GPT-based chatbot. The study focuses on user interactions with IKEA's chatbot "Billie" compared to a prototype GPT-based chatbot designed for similar functionalities. Using a within-subjects experimental design, participants were tasked with typical e-commerce queries, followed by interviews to gather qualitative data about each participants experience. The research aims to determine whether a chatbot based on GPT technology can offer a more intuitive, engaging and empathetic user experience, compared to traditional keyword-based chatbots in the realm of e-commerce. Findings reveal that the GPT-based chatbot generally provided more accurate and relevant responses, enhancing user satisfaction. Participants appreciated the GPT chatbot's better comprehension and ability to handle natural language, though both systems still exhibited some unnatural interactions. The keyword-based chatbot often failed to understand user intent accurately, leading to user frustration and lower satisfaction. These results suggest that integrating advanced AI technologies like GPT-based chatbots could improve user satisfaction in e-commerce settings, highlighting the potential for more human-like and effective customer service.

Designing good digital experiences for children can be difficult; designers have to consider children's cognitive and motor skill limitations, understand their target audience, create something entertaining and educational, comply with national and international jurisdiction, and at the same time appeal to parents. We set out to create a general framework which designers and developers can use as a foundation and testing ground for their digital products in the field of user experience. The methods used during the thesis include interviews, literature studies, user testing, case studies, personas, prototyping, and more. The results created are primarily user experience guidelines packaged in a Theoretical Framework, user testing conclusions, along with suggestions on improving the current Lego Star Wars: Force Builders application, a few in the form of prototypes.

This thesis investigates the use of Artificial Intelligence, specifically the Large Language Model (LLM) application ChatGPT in the context of qualitative user research, with the goal of enhancing the user research interview analysis process. Through an empirical study where ChatGPT was used in the process of a typical user research insight analysis, the limitations and opportunities of the AI tool are examined. The study's results highlight the most significant insights from the empirical investigation, serving as examples to raise awareness of the implications of using ChatGPT in the context of user interview analysis. The study concludes that ChatGPT has the potential to enhance the interpretation of primarily individual interviews by generating well-articulated summaries, provided their accuracy can be verified. Additionally, ChatGPT may be particularly useful in low-risk design projects where the consequences of potential misinterpretations are minimal. Finally, the significance of clearly articulated written instructions for ChatGPT for best results is pointed out.

Virtual Reality is rapidly growing in popularity. This new medium offers manypossibilities for those who wish to explore what the technology provides in the 3Denvironment. However, the design principles that have been used for decades revolvearound 2D surfaces and applying them in the 3D space can cause severalincompatibility issues that diminishes the user experience.This study aimed to help highlight what aspects of virtual reality need to be improvedcompared to non-virtual reality platforms to enhance the user experience. To do this,VRChat, a virtual reality platform was chosen, which can be used by both VR, and nonVR headset users alike. By comparing these two user bases it could help highlight thepros and cons of the current system and help give guidelines on how to create futureVR platforms. During the test period, 58 people participated who did specific tasks onthe platform and filled out the quantitative data gathering survey, based on the UserExperience Questionnaire (UEQ) test.After comparing the two user bases, the result shows that there is no significantdifference between using VRChat either way allowing both user bases to enjoy theplatform equally. However, because of these results, the work failed to highlight whataspects of a VR platform need to be changed to fit the needs of VR headset users. Itimplies the need for further research and experimenting with the medium. In the future,further research, testing and experimentation are needed to improve the current designmodels and make the systems more pleasant for VR headset users.

This study investigates if preferences for mental capacities in robots vary across different application domains and identifies influential factors, both in individuals’ characteristics and attributes specific to each robot domain. Employing a between-subject design, participants (N=271) completed a survey collecting both quantitative and qualitative data on preferences for 12 mental capacities across six robot types situated in a specific application domain (medicine, defense, household, social, education, customer service). Half of the mental capacities align with each dimension (experience and agency) in the two-dimensional model of mind (Gray et al., 2007; McMurtrie, 2023). Key findings reveal a general preference for high agency ability and low experience ability across all application domains. Exceptions were found in preference for lower agency ability in the cleaning robot and higher experience ability in the companion robot. Qualitative analysis indicates a desire for objective and logical robots functioning without emotions, while demonstrating empathy for human emotions. Additionally, gender and educational background emerged as factors influencing preference for lower experience abilities in robots. While previous research has mainly focused on attribution of mental capacities to technical agents, this study provides insights into human preferences and factors affecting them. These insights can guide responsible and ethics-driven development and design of robot technology within the field of human-robot interaction.

As Mixed Reality (MR) technologies become more prevalent, it is important for researchers to design and prototype the kinds of user interface and user interactions that are most effective for end-user consumers. Creating these standards now will aid in technology development and adoption in MR overall. In the current climate of this domain, however, the interface elements and user interaction styles are unique to each hardware and software vendor and are generally proprietary in nature. This results in confusion for consumers. To explore the MR interface and interaction space, this research employed a series of standard user-centered design (UCD) methods to rapidly prototype 3D head-worn display (HWD) systems in the first responder domain. These methods were performed across a series of 13 experiments, resulting in an in-depth analysis of the most effective methods experienced herein and providing suggested paths forward for future researchers in 3D MR HWD systems. Lessons learned from each individual method and across all of the experiments are shared. Several characteristics are defined and described as they relate to each experiment, including interface, interaction, and cost. / Ph. D. / Trends in technology development have shown that the inclusion of virtualized objects and worlds will become more popular in both professional workflows and personal entertainment. As these synthetic objects become easier to build and deploy in consumer devices, it will become increasingly important for a set of standard information elements (e.g., the “save” operation disk icon in desktop software) and user interaction motifs (e.g., “pinch and zoom” on touch screen interfaces) to be deployed in these types of futuristic technologies. This research effort explores a series of rapid design and prototype methods that inform how a selection of common interface elements in the first responder domain should be communicated to the user. It also explores how users in this domain prefer to interact with futuristic technology systems. The results from this study are analyzed across a series of characteristics and suggestions are made on the most effective methods and experiments that should be used by future researchers in this domain.

This thesis focuses on the user experience in facilities and primary workplaces. In short, the purpose was to investigate what user experience is if applied in workplaces and also how to work with user experience in workplaces.  Initially, the literature indicated that the practice of user experience is known in the application in digital settings, yet it is still quite undiscovered when applied to physical settings. Or as to say, it's not particularly referred to as user experience if practiced. There is research touching on the area of study. However, there is room for further research on the real application of user experience methods and procedures. A pre-study with a representative from the research field of this topic was presented early on, followed by an extensive literature and theories review of the area of study. In addition, the study included numerous interviews with representatives from workplace teams (with different roles and perspectives) and users (employees). The interviewees worked for tech companies located in the San Francisco Bay Area, California, USA – an area known for its high density of tech companies with an innovative culture. Study visits, with the purpose of real scenario observation of how the workplaces were designed and operated, were another important contributor to the empirical findings.  The results showed applications of user experience in workplaces. That included perspectives of users, physical attributes, intangibles (such as feelings of connection and community created), and also external incitements. Additionally, to empathize with the diverse work among users and management, the workplace teams needed to be composed of various areas of expertise. Methods for empathizing included surveys, interviews, apps, service platforms, workshops, storytelling/listening sessions, ‘space champions’, and experiments. However, there was also an expressed need for improvement in the empathizing procedures. To summarize, there was an agreement of the exploratory time ahead in terms of workplaces, and users, which was further discussed in the reflection part of the thesis. / Avhandlingen fokuserar på användarupplevelsen (user experience) i byggnader och primärt arbetsplatser. Syftet har varit att undersöka vad användarupplevelse är om tillämpat på arbetsplatser och även hur man kan arbeta med användarupplevelse på arbetsplatser. Initialt indikerade litteraturen att tillämpandet av användarupplevelser främst associeras med digitala miljöer, men är fortfarande ganska outforskat när den tillämpas på fysiska miljöer. Och om tillämpat, inte alltid refererat som användarupplevelse. Det finns en del forskning som berör studieområdet, men ett stort utrymme finns för ytterligare studier om den verkliga tillämpningen av metoder och procedurer för användarupplevelser. En förstudie med en representant från forskningsområdet för detta ämne presenterades tidigt, följt av omfattande studier av litteratur och teorier i syfte att beskriva studieområdet. Dessutom inkluderade studien ett flertal intervjuer med representanter från arbetsplatsteam (med olika roller och perspektiv) och användare (anställda). Intervjupersonerna arbetade på tech-företag i San Francisco Bay Area, Kalifornien, USA – ett område känt för mängden av denna typ av företag med en innovativ företagskultur. Studiebesök, med syfte att realisera scenarioobservationer av hur arbetsplatserna utformades och förvaltades, var en annan viktig bidragande faktor till de empiriska iakttagelserna. Resultaten visade tillämpningar av användarupplevelse på arbetsplatser, vilket inkluderade användarperspektiv, fysiska attribut, immateriella faktorer (såsom känslor av anknytning och gemenskap), och även olika externa incitament. Därtill behövde arbetsplatsteamen vara sammansatta av olika expertområden för att praktisera empati med såväl olika användare som företagsledning. Metoder för detta inkluderade undersökningar, intervjuer, appar, tjänsteplattformar, workshops, berättande/lyssningssessioner, 'space-champions' och experiment. Det fanns dock även ett uttalat behov av förbättring av den praktiserade metodiken. Avslutningsvis indikerade intervjuerna, att det fanns en enighet kring den utforskande framtid, vad gällande arbetsplatser och användare, som vi står inför; vilket även var ett av de teman som diskuterades vidare i reflektionsdelen av uppsatsen.

Bakgrund och problemdiskussion: Det råder en allmän oro rörande den fysiska butikens framtid. Ett paradigmskifte inom detaljhandeln innebär att den fysiska butiken, för att upprätthålla effektiva och lönsamma affärer, inte längre kan förlita sig på historiskt framgångsrika affärsmodeller och praxis. Istället anses teknik tillsammans med exceptionell service vara två av de viktigaste strategiska faktorerna, vilka kan komma att rädda den fysiska butikens existens. De företag som framgångsrikt lyckas konkurrera via tekniskt levererad service, kommer också långsiktigt att möta efterfrågan hos den digitala kunden. Syfte: Denna masteruppsats syftar till att undersöka vilken effekt som integrering av digitala tekniker i fysisk butik har på kundens upplevelse av butik. Studien ämnar även undersöka vilka faktorer som påverkar förhållandet mellan kundens upplevelse av butik och digital teknik. Metod: Syftet uppfylls genom att studera en faktisk butik, där en digital teknik, Near Field Communication (NFC), integrerats. Studien är i den bemärkelsen en fallstudie. Vidare har en experimentell forskningsdesign av kvalitativ karaktär anammats, där den empiriska datan huvudsakligen grundar sig i semistrukturerade konsumentintervjuer. Slutsats: En stor majoritet av respondenterna ansåg att den testade tekniken kunde få dem att handla i fysisk butik oftare. Följaktligen påvisar integrering av digital teknik i fysisk butik en positiv effekt på kundens upplevelse av butik, där integrering och användning av NFC-tekniken möjliggör en höjning av kundens upplevelse. Resultatet påvisar vidare att faktorer som flexibilitet, effektivitet, tillgänglighet, valmöjligheter, bekvämlighet, upplevd tid och energi samt generationstillhörighet påverkar förhållandet mellan kundens upplevelse av butik och digital teknik. / Background and problem discussion: There is a general concern about the future of the physical store. A paradigm shift in retail means that the physical store, in order to maintain efficient and profitable business, can no longer rely on historically successful business models and practices. Instead, technology together with exceptional service is considered to be two of the most important strategic factors, which may save the physical store's existence. Purpose: This master thesis aims to investigate the effect that integration of digital technologies in the physical store have on the customer’s experience of the store. The study also aims to investigate which factors affect the relationship between the customer's experience of the store and digital technology. Method: The purpose is fulfilled by studying one actual store, where one digital technology, Near Field Communication (NFC), has been integrated. In this sense, the study is a case study. Furthermore, an experimental research design of a qualitative nature has been adopted, where the empirical data is mainly based on semi-structured consumer interviews. Conclusion: A large majority of respondents felt that the tested technology could make them shop in a physical store more often. Consequently, the integration of digital technology into the physical store demonstrates a positive effect on the customer's experience of the store, where integration and use of the NFC technology enables an increase in the customer's experience. The result also shows that factors such as flexibility, efficiency, availability, IV choice, convenience, perceived time and energy and generation affiliation affect the relationship between the customer's experience and digital technology.

This study aimed to understand the relationship between mobile device screen display size (laptops and smartphones) and text segmentation (continuous text, medium text segments, and small text segments) on learning outcomes, cognitive load, and user perception. This quantitative study occurred during the spring semester of 2015. Seven hundred and seventy-one chemistry students from a higher education university completed one of nine treatments in this 3x3 research design. Data collection took place over four class periods. The study revealed that learning outcomes were not affected by the mobile screen display size or orientation, nor was working memory. However, user perception was affected by the screen display size of the device, and results indicated that participants in the sample felt laptop screens were more acceptable for accessing the digital chemistry text than smartphone screens by a small margin. The study also found that neither learning outcomes, nor working memory was affected by the text segmentation viewed. Though user perception was generally not affected by text segmentation, the study found that for perceived ease of use, participants felt medium text segments were easier to learn from than either continuous or small test segments by a small margin. No interaction affects were found between mobile devices and text segmentation. These findings challenge the findings of some earlier studies that laptops may be better for learning than smartphones because of screen size, landscape orientation is better for learning than portrait orientation in small screen mobile devices, and meaningful text segments may be better for learning than non-meaningful, non-segmented, or overly segmented text. The results of this study suggest that customizing the design to the smartphone screen (as opposed to a one-size-fits-all approach) improves learning from smartphones, making them equal to learning from laptops in terms of learning outcomes and cognitive load, and in some cases, user perspective. / text

Age-related physical and cognitive changes hinder the ability of older adults to operate smartphones. While many user interface (UI) heuristics exist today, there is a need for an updated set designed specifically to assess the usability of mobile devices for an older audience. Smartphone evaluation heuristics for older adults based on age-related changes in vision, hearing, attention, memory and motor control were developed in this thesis by analyzing literature on age-related physical and cognitive changes impacting smartphone usability. Support for heuristics was found by gathering information on how older adults use cell phones through interviews and an online survey. It was demonstrated that strength of support for some heuristics increases with age. The evaluated heuristics provide usability practitioners and designers with a framework for evaluating the usability of smartphones for older adults.