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Designing a concept of chatbot mobile application to enhance travel experiences using user-centred approach

Le, Hang (2019)

 
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Le, Hang
2019
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2019053013425
Tiivistelmä
In recent years, Internet and technology have had strong impacts on travel industry and are transforming the way people travel. Travellers prefer more personalized and efficient experiences for their trips. Among the emerging technologies, Artificial Intelligence and its subset Machine Learning appear as one of the hot topics since their fast development and wide application. Chatbot is a Machine Learning application which can learn user’s behaviours and simulate the conversation between human and human.

The goal of this thesis is to design a concept of chatbot which can assist users in planning their travel activities and enhance travel experiences. The chatbot aims to design for the target user – travellers; therefore, user-centred design process was chosen as the main framework for the project.

The theoretical background first introduces the meaning of user-centred design process and user experience. Next, it mentions current rising technologies in the world and gives a short explanation of Artificial Intelligence and Machine Learning. Then, the main topic chatbot is described clearly along with its use cases in travel sector. Lastly, the research refers to some key principles from previous studies in designing a good chatbot for user experience.

The research methods used in this study are both qualtitative and quantitative methods, which are applied in the form of individual interivews, affinity diagram, and usability tests. A high-fidelity prototype of chatbot and test plan were created for testing users and get feedback from them. The finding shows that the users generally have positive feelings towards the concept and there are still rooms for further improvement on the chatbot functionalities.

This research takes a user-centric approach and it helps the researcher understand how to design a chatbot that can bring a good user experience, and how it can assist travellers in planning personalized travel activities to improve their travel experiences.
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