Enhancing the user experience of learning management systems in higher education: Chatbot design principles - Original Research

Oct 15, 2026

Uploaded by Margaret

The integration of chatbots into learning management systems (LMSs) can significantly improve user experience in higher education, yet there are few evidence-based design guidelines for such systems. This study develops empirically grounded chatbot design principles using a design science research approach, informed by a design thinking workshop with 12 LMS users and refined via expert evaluation. The resulting framework covers technical mechanisms, language usage, UX and feedback to strengthen responsiveness, accessibility, personalisation and trust.

LanguageEnglish

CategoryResearch & Report

FormatPDF

Pages10

Reading Time25 min

AccessFree to download

Introduction

Problem of underutilisation and weak UX in LMS

Rationale for integrating chatbots into LMS

Design science research approach

Data from a design thinking workshop

Expert evaluation and refinement

Design principles framework

UX-focused technical and interaction principles

Transformation in Higher Education ISSN: (Online) 2519-5638,(Print) 2415-0991 ~~ ~~ Page 1 of 10 Origina~~l Research ~~ Enhancing the user experience of learning management systems in higher education: Chatbot design principles Authors: Maria M. Swanepoel1 Machdel Matthee2 Marie J. Hattingh2 Affiliations: 1End-user Computing Unit, Faculty of Information and Communication Technology, Tshwane University of Technology, Pretoria, South Africa 2Department of Informatics, Faculty of Engineering, Built Environment and Information Technology, University of Pretoria, Pretoria, South Africa Corresponding author: Maria Swanepoel, [swanepoelmm@tut.ac.za](swanepoelmm@tut.ac.za) Dates: Received: 12 June 2025 Accepted: 12 Nov. 2025 Published: 05 Feb. 2026 How to cite this article: Swanepoel, M. M., Matthee, M. & Hattingh, M.J., 2026,‘Enhancing the user experience of learning management systems in higher education: Chatbot design principles’, Transformation in Higher Education 11(0), a624 . [https://doi.org/10.4102/the](https://doi.org/10.4102/the). v11i0.624 Copyright: © 2026. The Authors. Licensee: AOSIS. This work is licensed under the Creative Commons Attribution 4.0 International (CC BY 4 .0) license ([https://creativecommons](https://creativecommons). org/licenses/by/4 .0/) . Read online: Scan this QR code with your smart phone or mobile device to read online. The integration of chatbots into learning management systems (LMSs) has the potential to significantly enhance the user experience (UX) in the context of higher education. However, the lack of evidence-based guidelines for the design of such chatbots has diminished this potential. This study proposes a set of guiding principles to improve the design of LMS chatbots. A design science research approach was adopted to formulate the chatbot design principles, drawing on insights from 12 LMS users (students, instructors and administrators) at diverse higher education institutions, gathered during a design thinking workshop and refined through expert evaluation. This study offers a framework for developing LMS chatbots that prioritise UX, ensuring that LMS platforms remain an asset in Higher Education Institutions (HEIs) . The principles address various aspects, including technical mechanisms, language usage, user experience and feedback mechanisms. Practically, it offers actionable principles to enhance responsiveness, accessibility, personalisation and trust. Future research should focus on the empirical evaluation of these principles in real-world implementationsand their applicability to Artificial Intelligence (AI)-enabled chatbots to validate their effectiveness and broader impact on UX for users. Contribution: This study proposes a structured, empirically grounded set of design principles for LMS-integrated chatbots. It addresses user dissatisfaction and underutilisation in LMS platforms by offering evidence-based guidance to enhance UX. It builds on and provides a framework for improving chatbot-user interactions. Practically, it offers actionable principles to enhance responsiveness, accessibility, personalisation and trust. This study thus supports digital transformation in higher education by promoting more engaging, inclusive and student-centred technology-enhanced learning environments. Keywords: chatbots; design principles; design thinking workshop; higher education institutions; learning management systems; user experience. Introduction Higher Education Institutions (HEIs) worldwide rely on learning management systems (LMSs) to deliver course content, assess student learning and maintain effective communication. This transforms the educational landscape by providing a platform for managing academic content and facilitating interaction between students and educators (Turnbull, Chugh & Luck 2023) . Despite their widespread adoption, LMS platforms are underutilised (Simon et al. 2024) and rarely provide an optimal

FAQs

Why are chatbots considered for learning management systems in higher education?

They can improve user experience by enabling students to interact with support resources within a familiar LMS environment, leveraging existing course materials and user data.

What method was used to create the chatbot design principles?

A design science research approach was used, combining insights from a design thinking workshop with 12 LMS users and refinement through evaluation by four LMS experts.

What areas do the proposed design principles address?

They cover technical mechanisms, language usage, user experience, and feedback mechanisms, with practical emphasis on responsiveness, accessibility, personalisation, and trust.

Oct 15, 2026

Uploaded by Margaret