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Design+ Design chatbot using activity theory

satisfactorily users can interact with the system. It is our to support multiple languages, improving dynamic
belief that activity theory provides a robust framework conversation capabilities, and adapting the system for
for understanding and designing usability for effective broader educational domains. Additionally, we aim to
chatbots by focusing on human activities, the tools formalize a scalable activity theory-based framework to
mediating these activities, and the context in which they guide the development of context-aware chatbots across
occur. It also provides a structured approach for designing diverse learning contexts.
UX by focusing on the interaction between users, tools (e.g., Given the small sample size for evaluation, more
chatbots), and their environment. This paper describes the empirical studies are warranted. The current study provides
use of activity theory to design a road sign chatbot that a foundation to develop a framework to guide users to
offers information on road signs in Malaysia to the road design effective, usable and enjoyable chatbot applications.
users. The road sign chatbot was evaluated through a User Further empirical studies are needed to verify this method.
Acceptance Test, and the evaluation showed that users It is also important to allocate more time to understand and
found the system easy to use, satisfactory and enjoyable to study the objects of activity, the changes of those objects
use. over time, and their relations to objects in other settings.
Traditional approaches to chatbot design often In addition, designing usable and user-friendly chatbots
emphasize usability heuristics, cognitive modeling, or necessitates a commitment to understanding satisfaction
behaviorist paradigms. This paper argues that activity level and experiences from the users’ point of view.
theory provides a novel and more holistic framework
for chatbot design, capturing complex user motivations, Acknowledgments
contextual factors, and socio-cultural mediations. Unlike We would like to acknowledge the School of Computing,
other models that focus narrowly on interactional patterns APU of Technology and Innovation (APU), Malaysia, for
or user satisfaction, activity theory enables designers to their support in facilitating the user testing process and
embed chatbots into broader human activities, enhancing providing access to student participants for the evaluation
both usability and UX. It offers a powerful lens to view of the Road Sign Chatbot. We are also grateful to the
interactions not merely as input–output exchanges but administrative staff and faculty members who assisted
as culturally situated, goal-directed activities mediated with the logistics of the User Acceptance Testing. We also
by tools. This paper highlights the novelty and value of acknowledge the Engati platform for enabling the rapid
applying activity theory to chatbot design, showing how development and deployment of the chatbot used in this
it transcends conventional paradigms and enhances both study. Finally, we thank the undergraduate students who
usability and UX. voluntarily participated in the evaluation. Their feedback
The novelty of activity theory lies in its capacity to was essential in assessing the chatbot’s usability and UX.
design not just for momentary interaction quality but
for sustainable, context-sensitive, and evolving UXs. Funding
By embedding design within activity systems, activity None.
theory allows chatbot developers to understand how
contradictions and breakdowns reveal deeper usability Conflict of interest
issues, tailor interfaces to evolving user goals and The authors declare that they have no competing interests.
environments, and anticipate socio-technical implications
in deployment contexts. Designing with activity theory Author contributions
ensures that chatbots do not merely serve functions but
become meaningful, adaptive parts of human activity. Conceptualization: Lorna Uden
Formal analysis: Vinothini Kasinathan
This study demonstrated the application of activity Investigation: Vinothini Kasinathan
theory to design a usable and engaging road sign chatbot Methodology: All authors
for improving road sign education. User acceptance testing Visualization: All authors
confirmed positive perceptions of usability, satisfaction, Writing – original draft: All authors
and interaction quality, supporting the effectiveness of the Writing – review & editing: Lorna Uden
activity theory-driven design.

Practically, the road sign chatbot can be used as a Ethics approval and consent to participate
supplementary learning tool in driving schools, public This study was conducted in accordance with the ethical
road safety campaigns, and educational digital platforms. standards of APU. Although formal approval from an
Future work will focus on expanding the chatbot Institutional Review Board was not obtained, the research

Volume 2 Issue 3 (2025) 15 doi: 10.36922/DP025060009