Blar i SINTEF Open på forfatter "Følstad, Asbjørn"
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The NordiCHI 2008 Workshops: New Approaches to Requirements Elicitation & How Can HCI Improve Social Media Development?
Karahasanovic, Amela; Følstad, Asbjørn (Book, 2008) -
The role of a political party website: Lessons learnt from the user perspective
Følstad, Asbjørn; Johannessen, Marius Rohde; Lüders, Marika (Journal article; Peer reviewed, 2014)Though substantial research efforts have been spent on understanding the role of political party websites, there is a lack of in-depth knowledge con-cerning how such webpages are experienced by their users. In this paper, ... -
Towards a Living Lab For Development of Online Community Services
Følstad, Asbjørn (Journal article; Peer reviewed, 2008)Living Labs have been introduced in the field of ICT as an environment for involving users in research and development processes, in order to utilize the co-creative potential of users. Even though Living Labs are suitable ... -
Trust and distrust in online fact-checking services
Brandtzæg, Petter Bae; Følstad, Asbjørn (Journal article; Peer reviewed, 2017)While the internet has the potential to give people ready access to relevant and factual information, social media sites like Facebook and Twitter have made filtering and assessing online content increasingly difficult due ... -
Understanding human-machine networks: A cross-disciplinary survey
Tsvetkova, Milena; Yasseri, Taha; Meyer, Eric T.; Pickering, J. Brian; Engen, Vegard; Walland, Paul; Lüders, Marika; Følstad, Asbjørn; Bravos, George (Journal article; Peer reviewed, 2017)In the current hyperconnected era, modern Information and Communication Technology (ICT) systems form sophisticated networks where not only do people interact with other people, but also machines take an increasingly visible ... -
Understanding the user experience of customer service chatbots: An experimental study of chatbot interaction design
Fornell Haugeland, Isabel Kathleen; Følstad, Asbjørn; Taylor, Cameron; Bjørkli, Cato (Peer reviewed; Journal article, 2022)Understanding the user experience of chatbots for customer service is essential to realize the potential of this technology. Such chatbots are typically designed for efficient and effective interactions, accentuating ... -
Understanding the user experience of customer service chatbots: What can we learn from customer satisfaction surveys?
Kvale, Knut; Freddi, Eleonora; Hodnebrog, Stig; Sell, Olav Alexander; Følstad, Asbjørn (Chapter, 2021)Understanding and improving user experience is key to strengthening uptake and realizing the potential of chatbots for customer service. In this paper, we investigate customer satisfaction surveys as a source of insight ... -
Usability evaluation of four functional identical versions of DES (Database of empirical studies)
Følstad, Asbjørn; Heim, Jan (Research report, 2006)Simula research laboratory, dept. of software engineering, has hired four different contractors to develop one version each of the department's new Database of Empirical Studies (DES). The four versions have been developed ... -
Users' design feedback in usability evaluation: A literature review.
Følstad, Asbjørn (Journal article; Peer reviewed, 2017)As part of usability evaluation, users may be invited to offer their reflections on the system being evaluated. Such reflections may concern the system’s suitability for its context of use, usability problem predictions, ... -
Users’ Experiences with Chatbots: Findings from a Questionnaire Study
Følstad, Asbjørn; Brandtzæg, Petter Bae (Peer reviewed; Journal article, 2020)For chatbots to be broadly adopted by users, it is critical that they are experienced as useful and pleasurable. While there is an emerging body of research concerning user uptake and use of chatbots, there is a lack of ... -
Using the Net Promoter Score to support service design: Digging for gold in customer free-text reports
Følstad, Asbjørn; Kvale, Knut (Chapter, 2018)Customer research is key to service design. However, current methods to obtain in-depth customer insight are resource demanding and rarely utilise available customer reports. In this study, we explore the widely used ... -
What Makes Users Trust a Chatbot for Customer Service? An Exploratory Interview Study
Følstad, Asbjørn; Nordheim, Cecilie Bertinussen; Bjørkli, Cato Alexander (Journal article; Peer reviewed, 2018)Chatbots are increasingly offered as an alternative source of customer service. For users to take up chatbots for this purpose, it is important that users trust chatbots to provide the required support. However, there is ... -
When the Social Becomes Non-Human: Young People’s Perception of Social Support in Chatbots
Brandtzæg, Petter Bae; Skjuve, Marita; Dysthe, Kim Kristoffer; Følstad, Asbjørn (Chapter, 2021)Although social support is important for health and well-being, many young people are hesitant to reach out for support. The emerging uptake of chatbots for social and emotional purposes entails opportunities and concerns ... -
Why People Use Chatbots
Brandtzæg, Petter Bae; Følstad, Asbjørn (Chapter, 2017)There is a growing interest in chatbots, which are machine agents serving as natural language user interfaces for data and service providers. However, no studies have empirically investigated people’s motivations for using ...