Since launching the smart city concierge “Rashid” in 2016, as an innovative effort towards realizing the vision: Making Dubai the happiest and smartest city on earth, a noticeable level of usage was recorded, presenting an evidence for this chatbot’s purpose, which is providing a reliable and trustworthy resource of information on governmental services and transactions. Thus, testing sessions were held to evaluate the users’ experience while using Rashid service. The testing sample included 30 participants of different cultures, languages, and experiences, in order to come out with the most accurate and comprehensive results.
The consultation goals:
The sessions were organized taking into consideration these objectives:
1. Understand how Rashid is used by the audience, and gain insights about motivations and pain points of using this service through the users’ points of view
2. Clarify business requirements from stakeholders
3. Identify areas of improvement and weakness
4. Re-design Rashid according to business and user needs
Upon completion of the testing sessions, the research team along with the development staff laid down a set of decisions and recommendations that involved building a prototype based on the sessions’ findings, conducting unmoderated study to test this prototype after application, preparing a list of scenarios of the unmoderated study, applying specific user interface enhancements to elevate the users’ experience, and improving the quality of content by engaging copywriters and linguists.
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