Page 53 - DP-2-3

Design+ Design chatbot using activity theory

Evaluations from the users show that the road sign chatbot industries, enhancing efficiency, UX, and operational cost
was not only usable, but it also brought satisfaction to the management. By automating repetitive tasks, chatbots
users. This research contributes to the design of effective reduce the workload on human agents, allowing them to
chatbots by applying activity theory that provides usability focus on more complex problems, which improves overall
and UX to the users. service quality and customer satisfaction. 11-13 In educational
The remainder of this paper is organized as follows. settings, chatbots help students by answering queries,
Section 2 reviews related work on chatbot usability, UX, and offering learning recommendations, and facilitating
14
activity theory, and the role of feedback in chatbots. Section administrative processes. According to literature, a
3 describes a case study of the road sign chatbot, coupled NLP-based chatbot designed for universities successfully
with the methodology for designing it. The evaluation of handled over 90% of student inquiries accurately, saving
the road sign chatbot from the User Acceptance Test is time and improving UX.
discussed in section 4. Section 5 discusses the implications Data collected by chatbots on customer preferences and
of these findings. Section 6 concludes the paper and behaviors provide insights that can help in personalizing
highlights directions for future research. services and improving customer experience. For example,
in e-commerce, chatbots recommend products based on
2. Related areas user preferences, driving sales, and improving customer

Road signs are used to guide and warn drivers as well retention. 15
as to help control traffic flow among vehicles, bicycles, Although chatbots offer many benefits for many
motorcycles, pedestrians, and others who use the streets. applications in life, there are many failures. Many chatbots
They play a significant role in traffic, providing helpful fail because they cannot accurately interpret user intent,
information for drivers and pedestrians to reduce especially when users phrase their queries in unexpected
accidents. Therefore, understanding of the road signs ways. This leads to frustration and abandonment. For
should be a prerequisite in mitigating and avoiding the instance, chatbots in customer service settings often
occurrence of traffic accidents. The Global Positioning struggle with complex or ambiguous queries, which results
System (GPS) is a satellite-based navigation technology in users being redirected to human agents or receiving
that provides real-time location, velocity, and time data. unhelpful responses. 16
Despite the use of GPS for navigation, there are problems
with its uses. Drivers may rely excessively on GPS, In their analysis chatbots failures, Huang and
17
neglecting road signs and their surroundings, leading Dootson have identified several important reasons why
to unsafe behavior. GPS systems occasionally provide chatbots failed. First, chatbot failed because it ignores user
incorrect or outdated information, causing confusion, requirements and poor conversation design. The authors
such as a route is closed due to construction, but the GPS argue that a chatbot interaction is considered successful
8
device does not show the closure. The GPS devices can when the intended task is completed appropriately by the
divert a driver’s attention from the road, causing accidents chatbot, indicating that the chatbot is useful. According
18
when the driver glances at the screen to read instructions to Rodríguez Cardona et al., a chatbot from the user
instead of focusing on the road. GPS may not account for perspective is successful when it can efficiently and
9
local conditions, cultural norms, or temporary restrictions satisfactorily perform longer conversations with a user,
when GPS directs a driver onto a restricted-access road and the users rate the experiences as enjoyable. This is
during a festival. Poorly designed user interfaces can concerned with UX. The authors argue that companies
confuse drivers, especially when multiple commands or often focus too much on technology but neglect the
features are displayed simultaneously. 10 point of view of the users. Secondly, the chatbots are not
useful. The chatbots were not able to cover what the users
Chatbots have emerged as effective tools for enhancing expected.
road safety education by providing interactive platforms for
users to learn about road signs and traffic regulations. They Usability ensures that users can achieve their goals
can be used in educational institutions and driving schools efficiently, effectively, and satisfactorily. Users ought to
to provide students with an engaging and interactive perceive the chatbot as an easy-to-use and a smooth-
17-19
method of learning road signs. By interacting with the functioning system. The interface must be intuitive.
chatbot, users can input images of road signs and receive A chatbot with high usability enhances the UX, builds
20
accurate classifications and explanations, enhancing their trust, and promotes engagement.
knowledge and compliance with traffic laws. Chatbots The UX also plays a pivotal role in the design of effective
powered by AI provide numerous benefits across various chatbots, because it directly influences user satisfaction,

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