Chatbot openbare bibliotheek amsterdam
Project interaction
cmd Year 2
"How can I make the OBA website and chatbot more accessible for people with low digital literacy?"
The situation
For Project Interaction, I was commissioned by the OBA to make the Wijzer.Amsterdam website more user-friendly for my specific target group. Wijzer.amsterdam was set up to help Amsterdam residents quickly find relevant information about everyday problems. The starting point is that wijzer.amsterdam largely works on a chatbot that calls up content from wijzer.amsterdam. Various beta tests and research have shown that the current chatbot is too much for a significant part of the OBA target group. I was commissioned to improve this chatbot for Digitally Low-Literate people aged 50+
My solution
By doing multiple target research, my solution has become an onboarding. This is a kind of guide that leads new users step by step trough the application and how to use it. I wanted to use it for my target audience, to make it easier to use the chatbot itself.
Due to the corona restrictions, I was limited in doing research with my target group. That is why I did research with my parents (still both 50+, just a bit more experienced in using computers). The research mainly consisted of testing the OBA website, but also usability testing of my own design.
Each step of my solution, the onboarding, explains a function of the app so that you know what it means and how to use it correctly. This solution will be able to help my target group well with using the chatbot and thus improve the user experience.
Conclusion
By conducting multiple user tests, I have been able to conclude that my solution helps the target group navigate the website more easily. The website and chatbot of wijzer.amsterdam are made more accessible to the target group by the solution, an onboarding that helps users use the website. They no longer have to search for everything on the website themselves, but can now easily get help where necessary.
I think that my solution fits well with a website like wijzer.amsterdam, a website that is focused on helping people. It is a solution that does not hinder or change the goal of the website, but actually makes it better. In this way, the website is made more accessible not only to my target group, but to more groups of people and the goal is achieved; helping people.
I think that my solution fits well with a website like wijzer.amsterdam, a website that is focused on helping people. It is a solution that does not hinder or change the goal of the website, but actually makes it better. In this way, the website is made more accessible not only to my target group, but to more groups of people and the goal is achieved; helping people.
take a look at the onboarding application
