ChatUofT
AI-powered chatbot for the University of Toronto website, designed to simplify navigation and provide quick, accurate information
Problem Statement
How might we improve the usability of the University of Toronto’s website by reducing overwhelming information and making navigation easier?
Problem Background
Since the beginning of the pandemic in 2020, universities have increasingly relied on digital platforms to provide information and services to students. However, the University of Toronto’s website presents a challenge due to the sheer volume of information, leading to navigation difficulties and user frustration. Many students struggle to find relevant and accurate details efficiently.
Research Insights
User Pain Points
A usability survey using the System Usability Scale (SUS) yielded a score of 59%, which falls below the acceptable threshold of 68%. Open-ended responses from the survey revealed key pain points, including:
- Overwhelming amount of information, making it difficult to find relevant details quickly.
- Complex navigation structure, leading to frustration and increased time spent searching.
Supporting Data
- The SUS score of 59% indicated below-average usability, reinforcing the need for an improved solution.
- The top challenge mentioned in open-ended survey responses was the overwhelming amount of information. Visitors struggled with excessive clicks needed to find the required information.
- Vast majority of users expressed frustration with the navigation experience.
Feedback
Our preliminary user research to validate these issues with undergraduate, postgraduate and website visitors confirmed that information overload and inefficient navigation were primary concerns. Users reported feeling lost when searching for admissions requirements, program details, or financial aid information.
Landing on the Solution
Based on our target users’ pain points, we focused on creating an AI-powered chatbot, ChatUofT, to provide a streamlined and intuitive way to access information.
Explanation of Solution
ChatUofT uses AI to interpret user queries in natural language, providing:
- Quick answers to frequently asked questions (e.g., admissions, scholarships, deadlines).
- Personalized suggestions based on user preferences and past interactions.
- Seamless navigation assistance, guiding users to relevant pages without overwhelming them with excessive details.
User Flows
you can find the user flow chart : Lucid
Future Steps
- Further optimization of ChatUofT’s AI model based on user interactions.
- Expanding chatbot capabilities to include course recommendations and real-time support.
- Conducting follow-up SUS testing to measure improvements in usability.
Images
Learnings
Product Manager Learnings:
Osman Mohammed Osman
Co.Lab was an invaluable experience that allowed me to develop a structured approach to identifying and prioritizing user pain points.
By analyzing survey data and user feedback, I learned how to define key use cases and focus on the most critical challenges affecting usability. Throughout the product development process, I gained hands-on experience in writing a PRD, creating user flows, and effectively visualizing ideas to improve navigation.
Additionally, I explored AI-powered prototyping, learning how to integrate AI-driven solutions into a functional prototype. Co.Lab provided a collaborative and practical environment that strengthened my problem-solving skills and deepened my understanding of user-centered design.
Designer Learnings:
Designer Learnings:
Jo Sturdivant
- Adapting to an Established Team: Joining the team in week 6 of 8 was challenging, as I had to quickly adapt to existing workflows, dynamics, and goals. This mirrors real-world situations where you often integrate into teams mid-project, and flexibility is essential.
- Work-Blocking for Efficiency: With only two weeks to complete the project, I learned the importance of a structured work-blocking system. This approach allowed me to manage my time effectively and meet deadlines under pressure.
- Making Data-Driven Design Decisions: Unlike my past projects, I had to rely on research conducted by others. This was a valuable experience in using pre-existing data to guide design decisions, helping me focus on the core insights without starting from scratch.
Developer Learnings:
Developer Learnings:
Vanady Beard
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As the back-end developer, I learned how important it is to create efficient and reliable systems that support the entire application. This experience also taught me the importance of optimising the database and ensuring the backend is scalable and easy to maintain.
Developer Learnings:
Stephen Asiedu
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As a back-end developer, I've come to understand the importance of being familiar with various database systems and modules. This knowledge enables me to build diverse applications and maintain versatility in my work. I've also learned that the responsibility for making the right choices rests on my shoulders, guided by my best judgement.
Developer Learnings:
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Developer Learnings:
Maurquise Williams
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- Process of Creating an MVP: Developing a Minimum Viable Product (MVP) taught me how to focus on delivering core functionalities balancing between essential features and avoiding scope creep.
- Collaboration in a Real-World Tech Setting: This experience taught me how to collaborate efficiently in a fast-paced tech environment, keeping the team aligned and productive, even while working remotely across time zones.
- Sharpening Critical Thinking and Problem-Solving Skills: This experience honed my ability to think critically and solve problems efficiently. By tackling challenges and finding quick solutions, I sharpened my decision-making and troubleshooting skills in a dynamic, real-world setting.
Developer Learnings:
Jeremiah Williams
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All in all this experience was very awesome I learned that in coding with others being transparent is key
Developers Learnings:
Justin Farley
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I learned how important communication is when working with a team. Communication provides understanding, advice, ideas, and much more. While working with the product team, I’ve found that communication keeps everything flowing smoothly. Working with a team also showed me that every member brings something different to the table and we all have to work together in order to align and meet our end goal.