Designing Interaction for Chatbot-Based Conversational Commerce with User-Centered Design

Chatbot-based conversational commerce which allows buyers to do online shopping by conversing with chatbot through messaging application has been growing in the e-commerce industry. However, based on studies conducted in this paper, findings show that interaction design of the existing conversational commerce are still lacking in various areas. Therefore, an interaction and interface design for chatbot-based conversational commerce are developed in this study using user-centered design. The outcome of this study is a prototype that fulfills the usability goal and the user experience goal defined for chatbot-based conversational commerce on mobile platform especially for Indonesian users. We conduct usability testing to evaluate the prototype. The results show that the prototype fulfills the defined usability goals and user experience goals as 100% users agree that the prototype is effective to use, efficient to use, easy to learn, enjoyable and helpful, although only 83.3% users agree that the prototype is safe to use.