Creating a chatbot for and with migrants: Chatbot personality drives co-design activities

Zhifa Chen, Yichen Lu, Mika P. Nieminen, Andrés Lucero

Research output: Chapter in Book/Report/Conference proceedingConference article in proceedingsScientificpeer-review

38 Citations (Scopus)
327 Downloads (Pure)


Information portals are usually created to support the integration of migrants into a host country. However, the information-seeking process can be exhausting, cumbersome and even confusing for migrants as they must cope with time-consuming information overload while searching desired information from lists of documents. Chatbots are easy-to-use, natural, and intuitive, and thus could support information-seeking. There is a lack of research that engages and empowers migrants and other stakeholders as co-design participants in chatbot development. We explored how migrants can be empowered in designing a chatbot that supports their social integration. Using a co-design approach, we conducted a series of activities with migrants and other stakeholders (i.e., online questionnaires, empathy probes, surveys, and co-design workshops) to first understand their expectations regarding chatbots, and then co-design a personality-driven chatbot. We found that chatbot personality can drive co-designing a chatbot as design goals, design directions, and design criteria.

Original languageEnglish
Title of host publicationDIS 2020 - Proceedings of the 2020 ACM Designing Interactive Systems Conference
Number of pages12
ISBN (Electronic)9781450369749
Publication statusPublished - 3 Jul 2020
MoE publication typeA4 Conference publication
EventACM Conference on Designing Interactive Systems: More than Human Centred Design - Eindhoven, Netherlands
Duration: 6 Jul 202010 Jul 2020


ConferenceACM Conference on Designing Interactive Systems
Abbreviated titleDIS
Internet address


  • Avatar
  • Chatbot
  • Co-design
  • Conversation design
  • Generative toolkit
  • Migrants
  • Personality
  • Probes
  • Social integration


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