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Design+

ARTICLE
Enhancing chatbot usability and UX through

activity theory: A case of the road sign chatbot

1
Lorna Uden * and Vinothini Kasinathan 2
1 Department of Computing and Esports, School of Digital, Technology, Innovation and Business,
University of Staffordshire, Stroke-on-Trent, United Kingdom
2 Department of Computer Science and Software Engineering, School of Computing, Asia Pacific
University of Technology and Innovation, Technology Park Malaysia, Bukit Jalil, Kuala Lumpur,
Malaysia

Abstract

Many chatbots fail to meet user expectations and are often perceived as not useful
due to design, technical, and usability shortcomings. Usability is a critical factor in
the design of effective chatbots because it ensures that users can achieve their goals
efficiently, effectively, and satisfactorily. A chatbot with high usability enhances the
user experience (UX), builds trust, and promotes engagement. UX also plays a pivotal
role in the design of effective chatbots, as it directly influences user satisfaction,
engagement, and the overall success of interactions. Both usability and UX are
critical factors in the design of effective chatbots, as they influence how easily and
satisfactorily users can interact with the system. Activity theory provides a robust
framework for understanding and designing usability for effective chatbots by
*Corresponding author: focusing on human activities, the tools mediating these activities, and the context in
Lorna Uden which they occur. It also provides a structured approach for designing UXs by focusing
(l.uden@staffs.ac.uk)
on the interaction between users, tools (e.g., chatbots), and their environment. This
Citation: Uden L, Kasinathan V. paper describes how activity theory has been used to design a road sign chatbot that
Enhancing chatbot usability and offers information on road signs in Malaysia to road users. The Road Sign Chatbot was
UX through activity theory: A case
of the road sign chatbot. Design+. evaluated through a User Acceptance Test and the results revealed that users found
2025;2(3):025060009. the system is user-friendly, satisfactory, and enjoyable to use.
doi: 10.36922/DP025060009
Received: February 8, 2025
Keywords: Activity theory; Chatbot; Road sign chatbot; Driving license; User experience
Revised: May 19, 2025
Accepted: June 4, 2025
Published online: July 18, 2025 1. Introduction
Copyright: © 2025 Author(s).
This is an Open-Access article Road signs are standardized visual signals that convey essential information to road
distributed under the terms users, including drivers, cyclists, and pedestrians. They play a crucial role in regulating
of the Creative Commons traffic flow, ensuring safety, and providing navigational guidance. Familiarity with these
AttributionNoncommercial License,
permitting all non-commercial use, signs and their meanings is essential for all road users to navigate the transportation
distribution, and reproduction in any network safely and efficiently. Chatbots have emerged as effective tools for enhancing
medium, provided the original work
is properly cited. road safety education by providing interactive platforms for users to learn about road
signs and traffic regulations. Their ability to deliver personalized, on-demand assistance
Publisher’s Note: AccScience
Publishing remains neutral with makes chatbots valuable resources for both new and experienced drivers.
regard to jurisdictional claims in
published maps and institutional The integration of chatbots into road sign education has the potential to revolutionize
affiliations. how learners interact with traffic regulations. These AI-driven systems can offer

Volume 2 Issue 3 (2025) 1 doi: 10.36922/DP025060009