Usability evaluation of a chatbot by using adapted Nielsen heuristics

• Natália Coelho Federal University of Ceará
• Alex Alan Santos Federal University of Ceará
• Naum da Silva Federal University of Ceará
• Pedro da Silva Federal University of Ceará
• Samuel Lima Federal University of Ceará
• Alexandre Arruda Federal University of Ceará
• Anna Beatriz Marques Federal University of Ceará https://orcid.org/0000-0001-9214-3399

DOI: https://doi.org/10.5753/ihc_estendido.2022.226185

Abstract

Chatbot adoption in different areas has increased considerably in recent years. As a result, a wide variety of users adopt the technology, and it is essential to incorporate usability into its development. Chatbot usability is still an emerging field of research. In this context, this article reports the usability evaluation of a chatbot for use in the academic environment. The evaluation adopted the adapted Nielsen heuristics and was conducted by four inspectors. The results made it possible to improve aspects of the system's visibility, agreement between the system and the real world, learning, aesthetics and standardization of the interface.

Keywords: Chatbot, usability evaluation, Nielsen heuristics

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