Skip to main content
Book cover

International Conference on Applied Human Factors and Ergonomics

AHFE 2019: Advances in Usability and User Experience pp 3–12Cite as

Evaluation of Online Consulting Using Co-browsing: What Factors Are Related to Good User Experience?

Part of the Advances in Intelligent Systems and Computing book series (AISC,volume 972)

Abstract

Technological advancements have changed many, if not all industries. This paper focuses on changes for service providers. Many services have been implemented without the knowledge about their effectiveness and user acceptance. This paper evaluates a web browser-based support framework for banks that provides customers with assistance through text chat and co-browsing. The focus lies on elements of design and the implementation of co-browsing. The mixed-method approach was implemented in the study. 29 participants were given online-banking related tasks, where after their experience was assessed through a questionnaire and a semi-structured interview. The results indicate, that common visualizations and designs are better understood and that the time to solve tasks is significantly reduced when participants were supported through co-browsing.

Keywords

  • Usability
  • Co-browsing
  • User experience
  • Technology acceptance

This is a preview of subscription content, access via your institution.

Chapter
USD   29.95
Price excludes VAT (USA)
  • DOI: 10.1007/978-3-030-19135-1_1
  • Chapter length: 10 pages
  • Instant PDF download
  • Readable on all devices
  • Own it forever
  • Exclusive offer for individuals only
  • Tax calculation will be finalised during checkout
eBook
USD   219.00
Price excludes VAT (USA)
  • ISBN: 978-3-030-19135-1
  • Instant PDF download
  • Readable on all devices
  • Own it forever
  • Exclusive offer for individuals only
  • Tax calculation will be finalised during checkout
Softcover Book
USD   279.99
Price excludes VAT (USA)
Learn about institutional subscriptions
Fig. 1.
Fig. 2.
Fig. 3.
Fig. 4.
Fig. 5.
Fig. 6.

References

  1. Likkanen, L.: (2018). https://www.futurice.com/blog/tools-for-data-driven-design-of-digital-services/. Accessed 15 Dec 2018

  2. Aneiros, M., Estivill-Castro, V.: Usability of real-time unconstrained WWW-co-browsing for educational settings, pp. 105–111 (2005). https://doi.org/10.1109/wi.2005.154

  3. Kumar, A.M.V., Naik, B., Guddemane, D.K., Bhat, P., Wilson, N., Sreenivas, A.N., Lauritsen, J.M., Rieder, H.L.: Efficient, quality-assured data capture in operational research through innovative use of open-access technology. Public Health Action 3(1), 60–62 (2013)

    CrossRef  Google Scholar 

  4. Venkatesh, V., Bala, H.: Technology acceptance model 3 and a research agenda on interventions. Decis. Sci. 39(2), 273–315 (2008). https://doi.org/10.1111/j.1540-5915.2008.00192.x

    CrossRef  Google Scholar 

  5. Fuchs, C., Diamantopoulos, A.: Using single-item measures for construct measurement in management research: conceptual issues and application guidelines. Die Betriebswirtschaft 69(2), 195 (2009)

    Google Scholar 

  6. Venkatesh, V., Brown, S.A., Bala, H.: Bridging the qualitative-quantitative divide: guidelines for conducting mixed methods research in information systems. MIS Q. 37(1), 21–54 (2013). https://doi.org/10.25300/misq/2013/37.1.02

    CrossRef  Google Scholar 

  7. Ullrich, D., Diefenbach, S.: Measuring intuitive interaction. The INTUI Questionnaire. http://intuitiveinteraction.net/method/. Accessed 31 Jan 2019

  8. Karrer, K., Glaser, C., Clemens, C., Bruder, C.: Technikaffinität erfassen–der Fragebogen TA-EG. Der Mensch im Mittelpunkt technischer Systeme 8, 196–201 (2009)

    Google Scholar 

  9. Sallnäs, E.: Effects of communication mode on social presence, virtual presence, and performance in collaborative virtual environments. Presence: Teleoperators Virtual Environ. 14(4), 434–449 (2005). https://doi.org/10.1162/105474605774785253

    CrossRef  Google Scholar 

  10. Dale, R.: The return of the chatbots. Nat. Lang. Eng. 22(05), 811–817 (2016). https://doi.org/10.1017/s1351324916000243

    CrossRef  Google Scholar 

Download references

Author information

Authors and Affiliations

  1. School of Applied Psychology, Institute Humans in Complex Systems, University of Applied Sciences and Arts Northwestern Switzerland, Riggenbachstr. 16, 4600, Olten, Switzerland

    Kamalatharsi Mutuura, Andreas Papageorgiou & Oliver Christ

Authors
  1. Kamalatharsi Mutuura
    View author publications

    You can also search for this author in PubMed Google Scholar

  2. Andreas Papageorgiou
    View author publications

    You can also search for this author in PubMed Google Scholar

  3. Oliver Christ
    View author publications

    You can also search for this author in PubMed Google Scholar

Corresponding author

Correspondence to Kamalatharsi Mutuura .

Editor information

Editors and Affiliations

  1. University of Central Florida, Orlando, FL, USA

    Prof. Tareq Ahram

  2. Catholic University of Pernambuco, Recife, Pernambuco, Brazil

    Christianne Falcão

Rights and permissions

Reprints and Permissions

Copyright information

© 2020 Springer Nature Switzerland AG

About this paper

Verify currency and authenticity via CrossMark

Cite this paper

Mutuura, K., Papageorgiou, A., Christ, O. (2020). Evaluation of Online Consulting Using Co-browsing: What Factors Are Related to Good User Experience?. In: Ahram, T., Falcão, C. (eds) Advances in Usability and User Experience. AHFE 2019. Advances in Intelligent Systems and Computing, vol 972. Springer, Cham. https://doi.org/10.1007/978-3-030-19135-1_1

Download citation

  • DOI: https://doi.org/10.1007/978-3-030-19135-1_1

  • Published:

  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-030-19134-4

  • Online ISBN: 978-3-030-19135-1

  • eBook Packages: EngineeringEngineering (R0)