Chatbot Design and UX Evaluation : Reviewing Design Factors (Tone, Avatar, Emotion, Interactivity) and How They Affect User Experience and Satisfaction

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Published: 2026-06-12
Keywords:
chatbots, design, User Experience, human computer interaction, interface

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Gregorius Frederick
University of Pembangunan Nasional Veteran Jawa Timur image/svg+xml
Naufal Ghani
University of Pembangunan Nasional Veteran Jawa Timur image/svg+xml
Mochammad Yazid
University of Pembangunan Nasional Veteran Jawa Timur image/svg+xml

Abstract

The rapid and dynamic evolution of Artificial Intelligence (AI) has fundamentally transformed the landscape of conversational agents. Consequently, the focus of chatbot development has shifted significantly from technical metrics—such as processing speed and accuracy—to emotional dimensions and a holistic User Experience (UX). This study aims to systematically analyze critical design factors, including conversational tone, visual avatars, emotional responsiveness, and interactivity, to determine their impact on user satisfaction. To achieve this, a Systematic Literature Review (SLR) was conducted to synthesize empirical evidence from recent studies. Based on 105 selected papers, the results indicate that Empathy and UX/Satisfaction are currently the most dominant and influential variables in the literature. Furthermore, Anthropomorphism is identified as a pivotal element in shaping user perceptions; by endowing chatbots with human-like characteristics, developers can significantly enhance the system's relatability and reduce the psychological distance between the user and the machine. The findings also highlight distinct design focuses across sectors: while E-Commerce emphasizes anthropomorphism and trust to foster brand loyalty, the Healthcare sector prioritizes deep empathy to position chatbots as emotional companions. Ultimately, it is concluded that integrating empathy and adaptive design elements is a strategic necessity. These elements are essential for establishing trust and creating Human-Computer Interactions (HCI) that are natural, meaningful, and sustainable in the long term.

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Vol. 1 No. 1 (2026): Maret 2026

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Chatbot Design and UX Evaluation : Reviewing Design Factors (Tone, Avatar, Emotion, Interactivity) and How They Affect User Experience and Satisfaction. (2026). Journal of Data, Computation, and Information Systems, 1(1). https://jdcis.org/jdcis/article/view/3

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