• Analysis in usability evaluation 

      Følstad, Asbjørn; Law, Effie L.-C.; Hornbæk, Kasper (Research report, 2012)
      To improve current knowledge on analysis in usability evaluation, we present the findings of a survey study involving155 usability practitioners who have reported on their latest usability evaluation. The study is based ...
    • Analysis of usability evaluation data: An interview study with usability professionals 

      Følstad, Asbjørn; Law, Effie L.-C.; Hornbæk, Kasper (Research report, 2009)
      While the planning and implementation of usability evaluations are well described in the HCI literature, the analysis of the evaluation data is not. This implies that we know little of the current practice of usability ...
    • An Initial Model of Trust in Chatbots for Customer Service – Findings from a Questionnaire Study 

      Nordheim, Cecilie Bertinussen; Følstad, Asbjørn; Bjørkli, Cato Alexander (Journal article; Peer reviewed, 2019)
      Chatbots are predicted to play a key role in customer service. Users’ trust in such chatbots is critical for their uptake. However, there is a lack of knowledge concerning users’ trust in chatbots. To bridge this knowledge ...
    • Applying Transactional NPS for Customer Journey Insight: Case Experiences and Lessons Learnt 

      Følstad, Asbjørn; Kvale, Knut (Journal article; Peer reviewed, 2018)
      While the concept of “customer journeys” is widely taken up to support service design and management, practical frameworks for routine monitoring of customer experience in the context of customer journeys are lacking. This ...
    • Automation in Human-Machine Networks: How Increasing Machine Agency Affects Human Agency 

      Følstad, Asbjørn; Engen, Vegard; Haugstveit, Ida Maria; Pickering, J. Brian (Chapter, 2017)
      Efficient human-machine networks require productive interaction between human and machine actors. In this study, we address how a strengthening of machine agency, for example through increasing Levels of automation, affect ...
    • Bridging the Generational Culture Gap in Youth Civic Engagement through Social Media: Lessons Learnt from Young Designers in Three Civic Organisations 

      Mainsah, Henry; Brandtzæg, Petter Bae; Følstad, Asbjørn (Journal article; Peer reviewed, 2016)
      Youth civic identities and social media practices are changing rapidly, and civic organisations are struggling to exploit the potential of social media to reach youth. One major challenge concerns the generational culture ...
    • Brukerinvolvering og brukskvalitet tilknyttet SOFI (Søknad om førerkort på Internett) 

      Følstad, Asbjørn; Brandtzæg, Petter Bae (Research report, 2007)
      Ved Statensk Vegvesen har man som målsetning at 80 prosent av førstegangssøkere som skal søke førerkort klasse B, gjør dette gjennom den Internettbaserte tjenesten SOFI (Søknad Om Førerkort på Internett). Gjennom ...
    • Brukersentrert utvikling av offentlige elektroniske tjenester - en veileder for prosjektledere 

      Følstad, Asbjørn; Skjetne, Jan Håvard (Research report, 2007)
      Utvikling av offentlige elektroniske tjenester må gjøres med tilstrekkelig hensyn til tjenestens brukere. Det operative ansvaret for at en elektronisk tjeneste utvikles i samsvar med brukerens behov, ligger hos den enkelte ...
    • Business and pleasure? Relational interaction in conversational UX 

      Følstad, Asbjørn; Skjuve, Marita (Lecture, 2018)
    • Chatbots: changing user needs and motivations 

      Brandtzæg, Petter Bae; Følstad, Asbjørn (Journal article; Peer reviewed, 2018)
      Chatbots have been around for decades. However, the real buzz around this technology did not start until the spring of 2016. Reasons for the sudden renewed interest in chatbots include massive advances in artificial ...
    • Chatbots and the new world of HCI 

      Følstad, Asbjørn; Brandtzæg, Petter Bae (Journal article; Peer reviewed, 2017)
    • Chatbots for customer service: user experience and motivation 

      Følstad, Asbjørn; Skjuve, Marita (Proceedings of the 1st International Conference on Conversational User Interfaces;2019, Chapter; Peer reviewed, 2019)
      Companies are increasingly using chatbots to provide customer service. Despite this trend, little in-depth research has been conducted on user experience and user motivation for this important application area of conversational ...
    • Chatbots for social good 

      Følstad, Asbjørn; Brandtzæg, Petter Bae; Feltwell, Tom; Law, Effie L.-C.; Tscheligi, Manfred; Luger, Ewa (Chapter, 2018)
      Chatbots are emerging as an increasingly important area for the HCI community, as they provide a novel means for users to interact with service providers. Due to their conversational character, chatbots are potentially ...
    • Components of a Visual Language for Service Design 

      Halvorsrud, Ragnhild; Lee, Eunji; Haugstveit, Ida Maria; Følstad, Asbjørn (Chapter, 2014)
      The increasing interest in service design implies the need for more formal approaches to the analysis, conceptualization, and implementation of services. In particular, this is critical when multiple actors, such as ...
    • Customer journey measures - State of the art research and best practices 

      Følstad, Asbjørn; Kvale, Knut; Halvorsrud, Ragnhild (Research report, 2013)
      We have conducted a systematic review of the scientific literature on customer journeys to support our work on customer journey measures in the research project Customer Care 2015. A total of 54 journal and conference ...
    • Customer Journeys: A Systematic Literature Review 

      Følstad, Asbjørn; Kvale, Knut (Journal article; Peer reviewed, 2018)
      Purpose – Customer journeys has become an increasingly important topic in service management and design. The study reviews customer journey terminology and approaches within the research literature prior to 2013, mainly ...
    • Different Chatbots for Different Purposes: Towards a Typology of Chatbots to Understand Interaction Design 

      Følstad, Asbjørn; Skjuve, Marita; Brandtzæg, Petter Bae (Lecture Notes in Computer Science;11551, Chapter, 2019)
      Chatbots are emerging as interactive systems. However, we lack knowledge on how to classify chatbots and how such classification can be brought to bear in analysis of chatbot interaction design. In this workshop paper, we ...
    • EFFIN. Case-undersøkelse av brukerinvolvering i AltInn-prosjektet 

      Følstad, Asbjørn (Research report, 2007)
      Brukertesting i AltInn-prosjektet er gjort gjenstand for en case-undersøkelse. AltInn er blant de viktigste og mest visjonære offentlige IT-utviklingsprosjektene i Norge i dag, med enhver borger og privat virksomhet som ...
    • Engasjement på Mitt Arbeiderparti 

      Følstad, Asbjørn; Lüders, Marika; Johannessen, Marius Rohde (Research report, 2011)
      Denne rapporten presenterer funn fra en undersøkelse av hvordan Arbeiderpartiet best mulig kan engasjere medlemmer og andre interesserte gjennom lokallagssonerlagsoner på Mitt Arbeiderparti. Det primære datagrunnlaget er ...
    • Enjoyment: Lessons from Karasek 

      Brandtzæg, Petter Bae; Følstad, Asbjørn; Heim, Jan (Chapter, 2018)