The effect of emoji’s on user experience in educational chatbots

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Chatbots have become more and more popular in the past few years, also in the field of education and e-learning. However, as this is such a recent development, not much research has been conducted about the improvement of the user experience in these educational chatbots. Optimizing the user experience of educational chatbots is important, as it might improve learning processes. In this study, the influence of emoji use on the user experience was investigated. This was done by comparing the user experience of two chatbots: one using emojis versus one not using emojis. For this, an educational chatbot that teaches its user about cyber security was developed. The user experience was measured using the User Experience Questionnaire Model (UEQ Model). Results suggest that emojis do not have a significant effect on the user experience. However, it was found that emojis did have a significant influence on the Novelty scale of the UEQ Model. Future research could focus on using new features to improve user experience, as well as replicating this study with a different model, type of chatbot, or bigger (and demographically diverse) group of participants. It could also change the frequency of emoji use or the type of emoji. Besides that, future research could help to clear up the ambiguity about the effect of emojis on the Hedonic Quality.
Faculteit der Sociale Wetenschappen