Timm Kleemann
Benedikt Loepp
ABSTRACT
Today, online shops offer a variety of components to support users in finding suitable items, ranging from filters and recommendations to conversational advisors and natural language chatbots. All these methods differ in terms of cognitive load and interaction effort, and, in particular, in their suitability for the specific user. However, it is often difficult for users to determine which method to use to reach their goal. Moreover, as the settings are not propagated between the methods, there is a lack of support for switching components. In this paper, we study the reasons for using the different components in more detail and present an initial proposal for a multi-method approach that provides a more seamless experience, allowing users to freely and flexibly choose from all available methods at any time.
Supplemental Material
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