Implementation of the Conversational Hybrid Design Model to Improve
Usability in the FAQ
Dublin Core
Title
Implementation of the Conversational Hybrid Design Model to Improve
Usability in the FAQ
Usability in the FAQ
Subject
chatbot, hybrid conversational, usability, FAQ, UEQ
Description
FAQ is an important part of a system because it is used to make it easier for users to solve problems faced by users. Some FAQ
systems have even started using Chatbot technology to make it easier for users. Chatbots have been widely used as a medium
for services in almost all fields. Starting from marketing, service systems, education, health, culture and entertainment. Various
types of chatbots have sprung up, ranging from text-based like short messaging applications to voice-based ones. However,
not all forms of chatbot designs have been successfully implemented in the FAQ system. Adjustments need to be made, especially
considering the persona of the user. This research provides a solution by implementing a hybrid conversational design. Hybrid
conversation design is accomplished by incorporating text, voice, and buttons into the chatbot interface. Conversation activities
with this hybrid interface provide keywords that users may search for in the form of buttons. The hybrid design of the FAQ
Chatbot is proven to be able to improve user usability compared to full text chatbots and full text FAQs. The increase in user
usability is measured using UEQ, the results of which show an increase in usability from all existing aspects. However, the
implementation of this hybrid design also has the consequence that the conversation management system must have structured
initial information.
systems have even started using Chatbot technology to make it easier for users. Chatbots have been widely used as a medium
for services in almost all fields. Starting from marketing, service systems, education, health, culture and entertainment. Various
types of chatbots have sprung up, ranging from text-based like short messaging applications to voice-based ones. However,
not all forms of chatbot designs have been successfully implemented in the FAQ system. Adjustments need to be made, especially
considering the persona of the user. This research provides a solution by implementing a hybrid conversational design. Hybrid
conversation design is accomplished by incorporating text, voice, and buttons into the chatbot interface. Conversation activities
with this hybrid interface provide keywords that users may search for in the form of buttons. The hybrid design of the FAQ
Chatbot is proven to be able to improve user usability compared to full text chatbots and full text FAQs. The increase in user
usability is measured using UEQ, the results of which show an increase in usability from all existing aspects. However, the
implementation of this hybrid design also has the consequence that the conversation management system must have structured
initial information.
Creator
Supriyanto1
, Ika Arfiani2
, Zain Ahmad Taufik3
, Ika Arfiani2
, Zain Ahmad Taufik3
Publisher
Universitas Ahmad Dahlan
Date
30-06-2022
Contributor
Fajar Bagus W
Format
PDF
Language
Indonesia
Type
Text
Files
Collection
Citation
Supriyanto1
, Ika Arfiani2
, Zain Ahmad Taufik3, “Implementation of the Conversational Hybrid Design Model to Improve
Usability in the FAQ,” Repository Horizon University Indonesia, accessed June 28, 2025, https://repository.horizon.ac.id/items/show/9168.
Usability in the FAQ,” Repository Horizon University Indonesia, accessed June 28, 2025, https://repository.horizon.ac.id/items/show/9168.