Evaluation of online consulting using co-browsing: What factors are related to good user experience?

Abstract

Technological advancements have changed many, if not all industries. This paper focuses on changes for service providers. Many services have been implemented without the knowledge about their effectiveness and user acceptance. This paper evaluates a web browser-based support framework for banks that provides customers with assistance through text chat and co-browsing. The focus lies on elements of design and the implementation of co-browsing. The mixed-method approach was implemented in the study. 29 participants were given online-banking related tasks, where after their experience was assessed through a questionnaire and a semi-structured interview. The results indicate, that common visualizations and designs are better understood and that the time to solve tasks is significantly reduced when participants were supported through co-browsing.