Chatbot Research

Goal: Outbrain, an online adversising platform, wanted to evaluate the benefits of a news chatbot by launching an MVP.

My roles

• UX research
• Collaboration with product owner and prototype designer

Methods

• Participant recruitment via survey
• Interviews with users of comparative chatbots, e.g., from CNN
• Diary study with users of the early functioning prototype
• Multiple rounds of unmoderated usability testing with the high-fidelity prototype
• Designed high-fidelity prototype flows for testing

Interviews

A survey showed who was already using chatbots. A group of survey participants then sat with me and a teammate to demonstrate their chatbot interactions.

Diary Study

A separate group of respondents participated in a diary study, revealing specific headlines and search terms that were shared in real time as they used CNN's product.

Evaluative Research

I arranged multiple sets of unmoderated usability tests. Changes were made to the prototype in between each round based on what was learned.

Below: A sample of a usability test showing the prototype design and a participant's responses