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