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2020 | OriginalPaper | Chapter

Evaluation of Online Consulting Using Co-browsing: What Factors Are Related to Good User Experience?

Authors : Kamalatharsi Mutuura, Andreas Papageorgiou, Oliver Christ

Published in: Advances in Usability and User Experience

Publisher: Springer International Publishing

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Abstract

Technological advancements have changed many, if not all industries. This paper focuses on changes for service providers. Many services have been implemented without the knowledge about their effectiveness and user acceptance. This paper evaluates a web browser-based support framework for banks that provides customers with assistance through text chat and co-browsing. The focus lies on elements of design and the implementation of co-browsing. The mixed-method approach was implemented in the study. 29 participants were given online-banking related tasks, where after their experience was assessed through a questionnaire and a semi-structured interview. The results indicate, that common visualizations and designs are better understood and that the time to solve tasks is significantly reduced when participants were supported through co-browsing.

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Literature
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Metadata
Title
Evaluation of Online Consulting Using Co-browsing: What Factors Are Related to Good User Experience?
Authors
Kamalatharsi Mutuura
Andreas Papageorgiou
Oliver Christ
Copyright Year
2020
Book
Advances in Usability and User Experience

Print ISBN: 978-3-030-19134-4

Electronic ISBN: 978-3-030-19135-1

Copyright Year: 2020

DOI
https://doi.org/10.1007/978-3-030-19135-1_1

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