Evaluation of Online Consulting Using Co-browsing: What Factors Are Related to Good User Experience?

  • Kamalatharsi MutuuraEmail author
  • Andreas Papageorgiou
  • Oliver Christ
Conference paper
Part of the Advances in Intelligent Systems and Computing book series (AISC, volume 972)


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.


Usability Co-browsing User experience Technology acceptance 


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Copyright information

© Springer Nature Switzerland AG 2020

Authors and Affiliations

  • Kamalatharsi Mutuura
    • 1
    Email author
  • Andreas Papageorgiou
    • 1
  • Oliver Christ
    • 1
  1. 1.School of Applied Psychology, Institute Humans in Complex SystemsUniversity of Applied Sciences and Arts Northwestern SwitzerlandOltenSwitzerland

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