5 Ways to Benefit from Chat Transcripts in UX Research: How to use chat transcripts to improve web-design?

Another UX research project has begun! NYU Libraries has a 24/7 chat service for its users called Ask a Librarian (AAL), where library staff answers questions from user, similar to the chats you see on e-commerce websites. AAL is a very popular service among users, getting about 1500-1900 chat requests per month during the semester, […]