Improving the User Experience of Electronic University Enrollment

Abstract

Submission of an university application is nowadays mostly done electronically. Schools use this method to obtain required information from the student. We discovered that many students had problems with filling-out the university application and that the user experience of current systems is awful. This paper is dedicated to improving the experience by experimental form of replacing whole design from traditional electronic forms into conversational design in form of a chatbot. This design was compared to the current system used on the Technical University of Košice by usability testing. In the evaluation we focused on whether this design shortened the fill-out time of the application, if applicants made less errors and if the user satisfaction was improved by the chatbot. There is still a lot to be done to allow replacement of the old system with this system, but our results suggest that a chatbot system could facilitate the submission of university applications.