User Interface

This study investigates the relationship between the user interface and problem-solving towards the continuous intention to use the services. New products or services will always face tough challenges for the customer, especially when the new procedures require them to learn and change some behaviors. Chatbots are also facing the same situation in Malaysia, where customers refuse to accept using chatbots to represent their physical presence. To understand customer behaviors, a quantitative survey was designed. Four hundred twenty-two data were collected from the online survey method. As per the results, the predictors of chatbot continuous intention are user interface and problem-solving. Apart from that, this study also measures the role of mediator, namely trust and customer satisfaction. This study contributes to unique academic and practical insights that can be used to explore the effectiveness of chatbots. The results revealed that both predictors were significant towards the continuous intentions. Besides, the role of the mediator was found to be significant and relevant in the relationship between trust and customer satisfaction and customer satisfaction and trust towards continuous attention.

Individuals with Spinal Cord Injuries (SCI) encounter substantial barriers in accessing digital media content. Artificial Intelligence-based User Interfaces (AI UIs) possess the potential to mitigate these barriers; however, the role of creativity in their actual user experience remains underexplored. This qualitative study, aiming to analyze the impact of creativity within AI UIs on facilitating media access, investigated the experiences of 18 Iranian users with SCI through in-depth semi-structured interviews and thematic analysis. Findings indicate that AI UIs, by offering innovative interaction modalities, significantly enhance user autonomy and reduce physical impediments (a manifestation of positive creativity). However, significant challenges persist concerning accuracy, reliability, speed, complexity of use, and customization (stemming from inadequate creativity in implementation). Users articulate a demand for highly reliable, fast, simple, adaptable interfaces with adequate support. It is concluded that AI UIs hold considerable empowering potential; however, to fully realize this potential, a user-centered, inclusive design approach and a focus on operational creativity are imperative to address real-world challenges and enhance the user experience.