A Chatbot Solution for eGLU-Box Pro: The Usability Evaluation Platform for Italian Public Administrations

Stefano Federici; Maria Laura Mele; Marco Bracalenti; Maria Laura De Filippis; Rosa Lanzilotti; Giuseppe Desolda; Simone Borsci; Giancarlo Gaudino; Antonello Cocco; Massimo Amendola; Emilio Simonetti

doi:10.1007/978-3-030-78462-1_20

A Chatbot Solution for eGLU-Box Pro: The Usability Evaluation Platform for Italian Public Administrations

Stefano Federici, Maria Laura Mele, Marco Bracalenti, Maria Laura De Filippis, Rosa Lanzilotti, Giuseppe Desolda, Simone Borsci, Giancarlo Gaudino, Antonello Cocco, Massimo Amendola, Emilio Simonetti

Digital Society Institute

Research output: Chapter in Book/Report/Conference proceeding › Chapter › Academic › peer-review

6 Citations (Scopus)

222 Downloads (Pure)

Abstract

This paper shows a chatbot solution for eGLU-box Pro, a usability testing platform for Italian Public Administration (PA). eGLU-box Pro is a web-based tool designed to help PA practitioners in creating remote usability tests and analyzing participants’ answers and interaction data after they complete the usability tasks. The impact of the chatbot solution on users’ experience was assessed by bio-behavioral evaluation methods such as eye tracking, electroencephalography, and facial expression recognition. This work describes the platform and its integrated chatbot solution and shows the results of a preliminary laboratory study involving 20 end-users. The study is part of an ongoing design and development project based on a user-centered approach.

Original language	English
Title of host publication	Human-Computer Interaction. Theory, Methods and Tools
Subtitle of host publication	Thematic Area, HCI 2021, Held as Part of the 23rd HCI International Conference, HCII 2021, Virtual Event, July 24–29, 2021, Proceedings, Part I
Editors	Masaaki Kurosu
Pages	268-279
Number of pages	12
ISBN (Electronic)	978-3-030-78462-1
DOIs	https://doi.org/10.1007/978-3-030-78462-1_20
Publication status	Published - 2021
Event	23rd Human-Computer Interaction International Conference, HCI 2021 - Virtual Event Duration: 24 Jul 2021 → 29 Jul 2021 Conference number: 23

Publication series

Name	Lecture Notes in Computer Science
Volume	12762

Conference

Conference	23rd Human-Computer Interaction International Conference, HCI 2021
Abbreviated title	HCI 2021
City	Virtual Event
Period	24/07/21 → 29/07/21

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10.1007/978-3-030-78462-1_20

10.1007_978-3-030-78462-1_20Final published version, 609 KBLicence: Taverne

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Federici, S., Mele, M. L., Bracalenti, M., Filippis, M. L. D., Lanzilotti, R., Desolda, G., Borsci, S., Gaudino, G., Cocco, A., Amendola, M., & Simonetti, E. (2021). A Chatbot Solution for eGLU-Box Pro: The Usability Evaluation Platform for Italian Public Administrations. In M. Kurosu (Ed.), Human-Computer Interaction. Theory, Methods and Tools: Thematic Area, HCI 2021, Held as Part of the 23rd HCI International Conference, HCII 2021, Virtual Event, July 24–29, 2021, Proceedings, Part I (pp. 268-279). (Lecture Notes in Computer Science; Vol. 12762). https://doi.org/10.1007/978-3-030-78462-1_20

Federici, Stefano ; Mele, Maria Laura ; Bracalenti, Marco et al. / A Chatbot Solution for eGLU-Box Pro: The Usability Evaluation Platform for Italian Public Administrations. Human-Computer Interaction. Theory, Methods and Tools: Thematic Area, HCI 2021, Held as Part of the 23rd HCI International Conference, HCII 2021, Virtual Event, July 24–29, 2021, Proceedings, Part I. editor / Masaaki Kurosu. 2021. pp. 268-279 (Lecture Notes in Computer Science).

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title = "A Chatbot Solution for eGLU-Box Pro: The Usability Evaluation Platform for Italian Public Administrations",

abstract = "This paper shows a chatbot solution for eGLU-box Pro, a usability testing platform for Italian Public Administration (PA). eGLU-box Pro is a web-based tool designed to help PA practitioners in creating remote usability tests and analyzing participants{\textquoteright} answers and interaction data after they complete the usability tasks. The impact of the chatbot solution on users{\textquoteright} experience was assessed by bio-behavioral evaluation methods such as eye tracking, electroencephalography, and facial expression recognition. This work describes the platform and its integrated chatbot solution and shows the results of a preliminary laboratory study involving 20 end-users. The study is part of an ongoing design and development project based on a user-centered approach.",

author = "Stefano Federici and Mele, {Maria Laura} and Marco Bracalenti and Filippis, {Maria Laura De} and Rosa Lanzilotti and Giuseppe Desolda and Simone Borsci and Giancarlo Gaudino and Antonello Cocco and Massimo Amendola and Emilio Simonetti",

note = "Funding Information: Funding. This study was supported by the Directorate General for Management and Information and Communications Technology, Superior Institute of Communication and Information Technologies (DGTCSI-ISCTI), Ministry of Economic Development, Rome, Italy, under the grant project “eGLU-box Pro”. Publisher Copyright: {\textcopyright} 2021, Springer Nature Switzerland AG.; 23rd Human-Computer Interaction International Conference, HCI 2021, HCI 2021 ; Conference date: 24-07-2021 Through 29-07-2021",

year = "2021",

doi = "10.1007/978-3-030-78462-1_20",

language = "English",

isbn = "978-3-030-78461-4",

series = "Lecture Notes in Computer Science",

pages = "268--279",

editor = "Masaaki Kurosu",

booktitle = "Human-Computer Interaction. Theory, Methods and Tools",

}

Federici, S, Mele, ML, Bracalenti, M, Filippis, MLD, Lanzilotti, R, Desolda, G, Borsci, S, Gaudino, G, Cocco, A, Amendola, M & Simonetti, E 2021, A Chatbot Solution for eGLU-Box Pro: The Usability Evaluation Platform for Italian Public Administrations. in M Kurosu (ed.), Human-Computer Interaction. Theory, Methods and Tools: Thematic Area, HCI 2021, Held as Part of the 23rd HCI International Conference, HCII 2021, Virtual Event, July 24–29, 2021, Proceedings, Part I. Lecture Notes in Computer Science, vol. 12762, pp. 268-279, 23rd Human-Computer Interaction International Conference, HCI 2021, Virtual Event, 24/07/21. https://doi.org/10.1007/978-3-030-78462-1_20

A Chatbot Solution for eGLU-Box Pro: The Usability Evaluation Platform for Italian Public Administrations. / Federici, Stefano; Mele, Maria Laura; Bracalenti, Marco et al.
Human-Computer Interaction. Theory, Methods and Tools: Thematic Area, HCI 2021, Held as Part of the 23rd HCI International Conference, HCII 2021, Virtual Event, July 24–29, 2021, Proceedings, Part I. ed. / Masaaki Kurosu. 2021. p. 268-279 (Lecture Notes in Computer Science; Vol. 12762).

Research output: Chapter in Book/Report/Conference proceeding › Chapter › Academic › peer-review

TY - CHAP

T1 - A Chatbot Solution for eGLU-Box Pro: The Usability Evaluation Platform for Italian Public Administrations

AU - Federici, Stefano

AU - Mele, Maria Laura

AU - Bracalenti, Marco

AU - Filippis, Maria Laura De

AU - Lanzilotti, Rosa

AU - Desolda, Giuseppe

AU - Borsci, Simone

AU - Gaudino, Giancarlo

AU - Cocco, Antonello

AU - Amendola, Massimo

AU - Simonetti, Emilio

N1 - Conference code: 23

PY - 2021

Y1 - 2021

N2 - This paper shows a chatbot solution for eGLU-box Pro, a usability testing platform for Italian Public Administration (PA). eGLU-box Pro is a web-based tool designed to help PA practitioners in creating remote usability tests and analyzing participants’ answers and interaction data after they complete the usability tasks. The impact of the chatbot solution on users’ experience was assessed by bio-behavioral evaluation methods such as eye tracking, electroencephalography, and facial expression recognition. This work describes the platform and its integrated chatbot solution and shows the results of a preliminary laboratory study involving 20 end-users. The study is part of an ongoing design and development project based on a user-centered approach.

AB - This paper shows a chatbot solution for eGLU-box Pro, a usability testing platform for Italian Public Administration (PA). eGLU-box Pro is a web-based tool designed to help PA practitioners in creating remote usability tests and analyzing participants’ answers and interaction data after they complete the usability tasks. The impact of the chatbot solution on users’ experience was assessed by bio-behavioral evaluation methods such as eye tracking, electroencephalography, and facial expression recognition. This work describes the platform and its integrated chatbot solution and shows the results of a preliminary laboratory study involving 20 end-users. The study is part of an ongoing design and development project based on a user-centered approach.

U2 - 10.1007/978-3-030-78462-1_20

DO - 10.1007/978-3-030-78462-1_20

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T3 - Lecture Notes in Computer Science

SP - 268

EP - 279

BT - Human-Computer Interaction. Theory, Methods and Tools

A2 - Kurosu, Masaaki

T2 - 23rd Human-Computer Interaction International Conference, HCI 2021

Y2 - 24 July 2021 through 29 July 2021

ER -

Federici S, Mele ML, Bracalenti M, Filippis MLD, Lanzilotti R, Desolda G et al. A Chatbot Solution for eGLU-Box Pro: The Usability Evaluation Platform for Italian Public Administrations. In Kurosu M, editor, Human-Computer Interaction. Theory, Methods and Tools: Thematic Area, HCI 2021, Held as Part of the 23rd HCI International Conference, HCII 2021, Virtual Event, July 24–29, 2021, Proceedings, Part I. 2021. p. 268-279. (Lecture Notes in Computer Science). Epub 2021 Jul 3. doi: 10.1007/978-3-030-78462-1_20

A Chatbot Solution for eGLU-Box Pro: The Usability Evaluation Platform for Italian Public Administrations

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