Improving human-reviews interaction: a study of the role, use and place of online reviews.

Iacob, Claudia; Faily, Shamal

Abstract

The use and benefits of online reviews are undeniable, yet the interaction means available for buyers when consulting reviews remain limited. This study aims to provide a better understanding of the role and use of online reviews, presenting a set of design ideas for designing user interfaces that better support online buyers in consulting reviews. Drawing on interviews with active online review users, we describe the main role reviews play in their purchase decisions online and offline, the strategies they use for making sense of the ever growing number of reviews, and the characteristics they associate with a usable online review. We present the relevant characteristics of a reviewer's portrait, and identify the role online reviews play in the broader landscape of e-commerce together with other similar tools such as forums or product specifications.

Citation

IACOB, C. and FAILY, S. 2016. Improving human-reviews interaction: a study of the role, use and place of online reviews. In Proceedings of the 30th International BCS human computer interaction conference (HCI 2016): fusion, 11-15 July 2016, Poole, UK. Swindon: BCS [online], article number 21. Available from: https://doi.org/10.14236/ewic/HCI2016.21

• Presentation Conference Type: Conference Paper (published)
• Conference Name: 30th International BCS human computer interaction conference (HCI 2016): fusion
• Start Date: Jul 11, 2016
• End Date: Jul 15, 2016
• Acceptance Date: Jul 11, 2016
• Online Publication Date: Jul 31, 2016
• Publication Date: Jul 31, 2016
• Deposit Date: Dec 8, 2021
• Publicly Available Date: Dec 8, 2021
• Publisher: BCS, The Chartered Institute for IT
• Peer Reviewed: Peer Reviewed
• Series Title: Electronic workshops in computing
• Series ISSN: 1477-9358
• DOI: https://doi.org/10.14236/ewic/HCI2016.21
• Keywords: User reviews; Online reviews; e-Commerce; Online marketplaces; Online shopping; User experience (UX); Website design
• Public URL: https://rgu-repository.worktribe.com/output/1446652