Paper Detail
Kevin Schott, Dagmar Kern, Daniel Hienert
Large language models can make conversational product advisors fluent but opaque. If they hide the logic behind a ranking and the evidence for a recommendation inside natural-language replies, they challenge users' ability to understand, trust, and steer the results. One response is to build transparency into the advisor. We report a formative, moderated think-aloud usability study of one such system: a chatbot for laptop search with constrained natural-language generation, an on-demand ranking explanation, and a comparison feature. Seven participants completed three laptop-search tasks and reported post-task usability measures. We coded their sessions into severity-rated usability problems. Ease and satisfaction during the tasks were high, but two findings stand out. First, transparency by design did not guarantee understanding: several participants valued the ranking explanation in principle, yet it caused the most severe problem. Second, participants valued the effort the advisor saved, but some wanted additional direct-manipulation controls. We contribute a severity-prioritized set of usability problems and design implications for human-centered conversational product advisors.
No structured notes yet. Add `summary_sections`, `why_relevant`, `claim_impact`, or `next_action` in `papers.jsonl` to enrich this view.
No ranking explanation is available yet.
No tags.
@article{schott2026transparent,
title = {Transparent by Design, Usable in Practice? A Formative Usability Study of a Conversational Product Advisor},
author = {Kevin Schott and Dagmar Kern and Daniel Hienert},
year = {2026},
abstract = {Large language models can make conversational product advisors fluent but opaque. If they hide the logic behind a ranking and the evidence for a recommendation inside natural-language replies, they challenge users' ability to understand, trust, and steer the results. One response is to build transparency into the advisor. We report a formative, moderated think-aloud usability study of one such system: a chatbot for laptop search with constrained natural-language generation, an on-demand ranking },
url = {https://arxiv.org/abs/2607.21513},
keywords = {cs.HC, cs.IR},
eprint = {2607.21513},
archiveprefix = {arXiv},
}
{}