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User Experience of a Chatbot Questionnaire Versus a Regular Computer Questionnaire: Prospective Comparative Study.

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Patients preferred chatbot questionnaires over traditional computer surveys. This conversational approach may improve response rates and data quality in healthcare research.

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Area of Science:

  • Health Services Research
  • Human-Computer Interaction
  • Patient Experience

Background:

  • Effective respondent engagement is crucial for healthcare quality evaluation.
  • Traditional surveys often suffer from low engagement and poor respondent behavior.
  • Innovative methods are needed to make questionnaire completion more motivating.

Purpose of the Study:

  • To compare the user experience of a conversational chatbot questionnaire against a standard computer-based questionnaire.
  • To assess patient preference and feedback on different survey modalities.

Main Methods:

  • A comparative study was conducted at a preoperative outpatient clinic.
  • Patients completed both a standard computer questionnaire and a chatbot questionnaire.
  • User experience was evaluated using the User Experience Questionnaire (26 terms).

Main Results:

  • The chatbot questionnaire received more positive user experience scores (46.73%) compared to the computer questionnaire.
  • Patient preference leaned towards the chatbot, with no significant difference in completion time between the two formats.
  • Completion times were comparable: 9.00 min (men) and 7.72 min (women) for computer; 8.33 min (men) and 7.36 min (women) for chatbot.

Conclusions:

  • Patients showed a preference for the chatbot questionnaire over the traditional computer version.
  • While completion times were similar, the chatbot felt subjectively faster, potentially increasing response rates.
  • This conversational approach offers a promising avenue for enhancing future healthcare data collection.