@article{ART003201809},
author={Dongha Lim and Seung In Kim},
title={User experience analysis by comparing mobile chatbot loading screen types},
journal={Industry Promotion Research},
issn={2466-1139},
year={2025},
volume={10},
number={2},
pages={283-291},
doi={10.21186/IPR.2025.10.2.283}
TY - JOUR
AU - Dongha Lim
AU - Seung In Kim
TI - User experience analysis by comparing mobile chatbot loading screen types
JO - Industry Promotion Research
PY - 2025
VL - 10
IS - 2
PB - Industrial Promotion Institute
SP - 283
EP - 291
SN - 2466-1139
AB - Chatbot services are becoming ubiquitous in the Fourth Industrial Revolution, and the role of loading screens in improving user experience (UX) is gaining attention. This study aimed to explore the potential of loading screens as a factor that can increase user loyalty by providing information and increasing transparency, rather than just waiting time. The results of the study showed that loading screens using Explainable Artificial Intelligence (XAI) received significantly higher ratings on key UX metrics such as user trust, satisfaction, reuse intent, ease of use, and perceived usefulness compared to spinner and skeleton methods. In particular, XAI loading screens proved to be an effective strategy for improving user retention by helping users understand the service process and experiencing transparency beyond simple wait times. However, XAI-enabled loading screens can be complex to implement and have the potential to drive users away due to increased processing time, and because this study was limited to users in their 20s and 30s and an online experimental environment, it is difficult to reflect a wide range of age groups and real-world usage contexts. Therefore, future studies should consider a broader user base and empirical verification in real-world service environments. Nevertheless, this study is significant in that it empirically suggests that loading screen design is a key factor in improving user experience and reducing bounce rates for chatbot services.
KW - Chatbot;User Experience Design;AI;XAI;Loading Screen
DO - 10.21186/IPR.2025.10.2.283
ER -
Dongha Lim and Seung In Kim. (2025). User experience analysis by comparing mobile chatbot loading screen types. Industry Promotion Research, 10(2), 283-291.
Dongha Lim and Seung In Kim. 2025, "User experience analysis by comparing mobile chatbot loading screen types", Industry Promotion Research, vol.10, no.2 pp.283-291. Available from: doi:10.21186/IPR.2025.10.2.283
Dongha Lim, Seung In Kim "User experience analysis by comparing mobile chatbot loading screen types" Industry Promotion Research 10.2 pp.283-291 (2025) : 283.
Dongha Lim, Seung In Kim. User experience analysis by comparing mobile chatbot loading screen types. 2025; 10(2), 283-291. Available from: doi:10.21186/IPR.2025.10.2.283
Dongha Lim and Seung In Kim. "User experience analysis by comparing mobile chatbot loading screen types" Industry Promotion Research 10, no.2 (2025) : 283-291.doi: 10.21186/IPR.2025.10.2.283
Dongha Lim; Seung In Kim. User experience analysis by comparing mobile chatbot loading screen types. Industry Promotion Research, 10(2), 283-291. doi: 10.21186/IPR.2025.10.2.283
Dongha Lim; Seung In Kim. User experience analysis by comparing mobile chatbot loading screen types. Industry Promotion Research. 2025; 10(2) 283-291. doi: 10.21186/IPR.2025.10.2.283
Dongha Lim, Seung In Kim. User experience analysis by comparing mobile chatbot loading screen types. 2025; 10(2), 283-291. Available from: doi:10.21186/IPR.2025.10.2.283
Dongha Lim and Seung In Kim. "User experience analysis by comparing mobile chatbot loading screen types" Industry Promotion Research 10, no.2 (2025) : 283-291.doi: 10.21186/IPR.2025.10.2.283
