Improving Library Website Usability with AI

Presented by Elisa Saphier, Librarian at Central Connecticut State University (CCSU)

Introduction

Elisa discusses how librarians can leverage artificial intelligence (AI) to enhance the usability of library websites. She shares her personal experiments and insights using AI tools, particularly generative AI models like ChatGPT and Google's Gemini, to support various aspects of website usability and user experience (UX) design.

Context and Motivation

Elisa has extensive experience as a technologist, systems librarian, and web librarian.
She is co-teaching an introductory course on research with AI, focusing on information literacy.
Her goal is to gain practical experience with AI to understand its capabilities and limitations in improving library website usability.

Challenges with AI

Lack of substantial literature on using AI for library website usability improvements.
Common issues with AI include biases, hallucinations, ethical concerns, intellectual property rights, privacy, and environmental impacts.
Emphasizes the importance of a "trust but verify" approach when using AI tools.

Applications of AI in Library Website Usability

AI Chatbots

Discussed the potential and challenges of integrating AI-powered chatbots in libraries.
Noted that chatbots have been considered in libraries for years but require careful implementation.
Encouraged sharing experiences with AI chatbots like Springshare's LibChat or Google's Dialogflow.

Data Collection and Analysis

Stressed the need for collecting user data through surveys, interviews, and usage statistics to inform website improvements.
Mentioned the System Usability Scale (SUS) as a tool for evaluating user reactions to websites.

User Personas and Stories

Used ChatGPT to generate user personas for CCSU's library website redesign.
Identified biases and stereotypes in AI-generated personas, such as lack of diversity and reinforcing stereotypes.
Highlighted the importance of involving community members to ensure accurate and respectful representations.

Customer/User Journey Mapping

Explored how AI can assist in creating user journey maps to understand user interactions with the library website.
Used AI to identify phases where users might disengage and to develop strategies to enhance user engagement.

Usability Testing

Suggested using AI to generate sample tasks for usability testing of the library website.
Referenced a compiled Google Sheet of usability tasks used by various libraries as a resource.

Analyzing User Feedback

Employed tools like Whisper AI to transcribe and analyze audio and video feedback from users.
Used AI to summarize key points and extract actionable insights from user feedback.

Improving Navigation and Information Architecture

Attempted to use AI for creating site maps and evaluating the website's navigation structure.
Faced challenges with AI not providing accurate or high-quality outputs when analyzing their specific website.
Described difficulties in using AI to parse HTML code for card sorting exercises, encountering limitations in AI's understanding.

Design Inspiration

Used AI to identify exemplary academic library websites (e.g., MIT, Stanford, Michigan, Harvard, Oxford) for inspiration.
Considered analyzing these websites' navigation and terminology to adopt best practices.

Code Improvements

Utilized AI to improve website code, such as replacing "click here" links with more accessible and descriptive text.
Faced challenges with AI in generating code that met specific requirements, requiring multiple iterations and clarifications.

Usage Data Analysis

Explored using AI to define user conversion funnels and metrics in Google Analytics.
Aimed to understand user paths, engagement levels, and points where users drop off.

Reflections on AI

Noted that AI can provide generic or inaccurate suggestions not tailored to specific contexts.
Described AI as "weird" due to its unpredictable behavior and occasional misalignment with user intentions.
Emphasized the necessity for librarians to engage with AI critically, given its growing influence on the information ecosystem.

Conclusion

Elisa invites fellow librarians and colleagues to share their experiences and collaborate in exploring AI's potential in enhancing library services. She underscores the importance of continuous learning and adaptation in the rapidly evolving landscape of AI technologies.