Articles

Georgia Kenderova

Georgia is a Qualitative Research Assistant with Nielsen Norman Group.

Articles and Videos

  • The 5 Qualities of Site-Specific AI Chatbots

    Handoff willingness, flexibility, proactivity, emotional responsiveness, and transparency help you build trustworthy AI chatbots that guide users well.

  • 10 Guidelines for Designing Your Site’s AI Chatbots

    Helpful site-specific AI chatbots clearly state their capabilities, offer relevant prompt suggestions, and quickly signal they know what users are looking at.

  • Less Chat, More Answer: Site AI Chatbots Need to Get to the Point

    Users turn to site-specific chatbots for quick answers, not a conversation. Design responses that are direct, scannable, and easy to expand when needed.

  • What Is Your Site's AI Chatbot for? Users Can't Tell

    Users see little reason to use site AI chatbots. To prove their value, chatbots must solve problems that existing site features don't.

  • Designing Useful Smart Home Notifications

    Smart-home notifications should be timely, relevant, specific, and personalized to avoid overwhelming users and causing distrust or disengagement.

  • What Users Value Most in Smart Homes and How to Design for It

    Smart-home users are driven by 5 key motivations: convenience, safety, ambience control, cost savings, and access to actionable data insights.

  • Beyond the Primary User: 3 Types of Smart-Home Users

    Smart-home devices often serve multiple users with different needs and preferences. Designing for shared use can reduce unnecessary friction and dependency.