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How ChatGPT is blowing Google out of the water: a UX breakdown

 2 years ago
source link: https://uxdesign.cc/how-chatgpt-is-blowing-google-out-of-the-water-a-ux-breakdown-784340c25d57
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How ChatGPT is blowing Google out of the water: a UX breakdown

If you’re on tech Twitter, your feed is probably plagued by screenshots of people asking ChatGPT the most bizarre questions.

Buzz aside, why are people saying they prefer ChatGPT over Google Search? Here’s my take from a UX perspective:

1. Frictionless experience

ChatGPT provides a smooth and intuitive user experience. The interface is similar to a chatroom that most internet users are already familiar with. Just shoot your question.

ChatGPT onboarding screen
ChatGPT onboarding screen

Let’s compare the answers to the query “How to unclog toilet sink” from the 2 platforms:

ChatGPT providing a clear step-by-step guide on how to troubleshoot my clogged sink.
Meet ChatGPT, my new household assistant

ChatGPT provides a clear step-by-step guide on how to troubleshoot my clogged sink. It caveats and warns me to use the right plunger.

1*qTewXI-r5wBpYC87002HIA.png
Meet Google, the household assistant I might fire

In contrast, when using Google Search, I have to sift through irrelevant links and ads before finding a relevant answer to my query — an unfortunate ‘quirk’ of Google’s business model. This can be frustrating and time-consuming.

Google’s business model is focused on generating revenue from ads, which clashes with the user’s goal of finding a relevant answer to their query. As a result, Google often shows paid links instead of providing a summary of the answer.

That said, ChatGPT is free to use now. It is likely that ChatGPT will eventually be monetized, which could potentially impact its user experience.

2. Natural Dialogue

ChatGPT is optimized for natural dialogue, making it feel more like a conversation with a human being. Growing up as a digital native, it is surreal to have products ‘speak’ to me in an un-stilted manner.

Smiling woman talking via laptop in kitchen
Photo by EKATERINA BOLOVTSOVA

ChatGPT feels like a breakthrough in interaction design, where there is a real conversation between the product and the system. Most digital products are rude with scripted popovers and robotic toasts. They require people to think like computers, and it’s awkward.

Good interaction design requires a reciprocal relationship between the product and the system. ChatGPT’s ability to mimic human conversation makes it a more engaging and enjoyable experience for users.

3. Ability to handle various types of inputs

Similar to Google, ChatGPT is able to understand and respond to a wide range of inputs, even when the input is incomplete, ambiguous, or grammatically incorrect.

ChatGPT replying to ‘when was romeo die’
Bad grammar doesn’t deter ChatGPT

This is especially useful for users who may not have a strong command of the English language, as ChatGPT is able to provide accurate and relevant responses even in these cases.

Users are used to chatbots misunderstanding their intent and having to switch to another mode of communication. This revolutionary Natural Language Processing (NLP) bot has widened the possibilities of what AI can do for humans.

Possible ChatGPT improvements

1. Personalisation

While ChatGPT uses machine learning techniques to improve its responses over time, it is not yet as personalized as Google Search. Google uses user data points such as location, search history, and other factors to tailor its results to the specific needs of each user. This can make Google’s results more relevant and useful for users.

Google search results of plumbers
Easily find plumbers in my area with a Google Search

I believe further personalization is still a work in progress for ChatGPT.

2. Accuracy

ChatGPT’s confident, almost authoritarian tone can make its answers seem more trustworthy than those from other search engines. However, it is important to remember that no AI is perfect, and ChatGPT is no exception.

With Google Search, people may be more cautious and the onus is on them to evaluate the information’s credibility based on its source. It’s hard to tell with ChatGPT where the text looks all the same.

3. Transparency

A Person Standing Near Data Base Wooden Drawer
Photo by Tima Miroshnichenko

One potential weakness of ChatGPT is its lack of transparency. It should be able to provide clear and transparent reasons for its decisions or predictions, along with the sources of its data. This can help users to understand how the AI is making its decisions and can increase trust in the AI’s results.

Is it the end for Google?

Of course not. This comparison does not cover all the reasons people use Google Search.

Apart from finding answers to specific questions, Google is also used for

  • Discovering new content. ie. Articles, videos, and images on a particular topic
  • Searching for products or services in a particular area, such as a local store or restaurant.
  • Looking up a particular website: Google Search allows users to easily find a specific website by typing in the website’s URL or a related search term

Currently, ChatGPT only handles the part about finding answers to questions. Google has a strong brand and a vast amount of user data, which gives it a significant advantage over ChatGPT. It is unlikely to disappear anytime soon.

ChatGPT still has ways to go but the future is so bright!

Asking ChatGPT for a clickbaity title
FYI this clickbait title was kindly supplied by ChatGPT

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