Project Brief:

The Goal: Re-vamp the Action Library app prototype by incorporating Artificial Intelligence.

The Background: Action Library is an app I created to connect people with books and actions relating to social and environmental justice. The platform allows users to log the books they have read, find new ones, communicate with other users in the comments, and take actions relating to the books they are reading. For example, if a user is reading a book about environmental justice, related actions like "donate to this rainforest charity" are suggested.

Proposed AI Implementation:

I propose the use of an AI chatbot to help create a more seamless experience for Action Library users. An AI chatbot allows users to have text conversations with an algorithm, which is useful for efficiently answering user questions and helping create trust between the user and the product. Chatbots work by implementing machine learning and Natural Language Processing technology to recognize questions and provide answers (Team Capacity, 2023). Chances are, you have encountered chatbots in your daily life, when using your banking app or making a restaurant reservation.

Implementing an AI chatbot into Action Library will allow users to have natural-feeling conversations about what kind of books or actions they are looking for, and receive quick and personalized recommendations in real-time.

How Will AI Improve the User Experience?

Here's an example of a user journey with the new AI chatbot implemented!

JASON OPENS ACTION LIBRARY

Jason scrolls the home page

He wants to learn more about coral reef destruction, but he can't find the topic on the home page!

Feeling:Neutral

He tries the search bar

Searching "coral reef destruction" yields a few results, but Jason still hasn't found exactly what he's looking for. He's specifically interested in the coral reefs of the Hawaiian Islands, but he can't find anything about that specifically.

Feeling:Frustrated

Jason sees the new chat icon

He just updated his app this morning, and is surprised to see the new chat icon. He wonders whether that might be helpful?

Feeling:Curious

He has a conversation with the chatbot

Jason asks the chatbot whether it has any recommendations for books about coral reef destruction around the Hawaiian Islands. The chatbot gives him several books about that subject, and asks him if he needs help with anything else.

Feeling:Satisfied

Jason clicks on one of the books

He is happy that it's so easy to click on the book from the chatbot page, and he's happy that he found the perfect book!

Feeling:Happy

JASON IS HAPPY & HAS COMPLETED HIS TASK

Mockups:

Here are some mockup designs for how the chatbot would be implemented!

Intended Benefits:

Implementing this technology into Action Library will have positive effects on multiple levels. It will help users find books and actions they are looking for more quickly, which will lead to their increased trust and satisfaction with Action Library. The expereince of talking to 'someone' (the chatbot) will leave the user feeling heard and understood, which will also lead to higher trust in the app. The chatbot is also capable of yielding results to more complicated questions, which the simple search bar is not able to do.

Predicted User Reactions:

As I touched on above, the predicted user reactions to this new feature are primarily increased trust and satisfaction with Action Library. The users will feel heard and understood by having their needs met quickly and conversationally.

Discussion on Design Ethics:

Is the implementation of an AI chatbot in Action Library ethical? There are many reasons to build this experience, yet there are several reasons to hesitate and look further into the research. I have already discussed many of the positives to using an AI chatbot. It will help foster user trust and satisfaction, and it will help create a more responsive and efficient product. However, there are some ethically grey areas when we're talking about Natural Language Processors. The primary concern is that NLPs learn from humans, and thus they are susceptible to bias (Team Capacity, 2023). Furthermore, they may bring up some concern with users who are worried about data collection. To help placate these concerns, it might be a good idea to include information about how the chatbot works and what user information will be shared with the company in the Terms and Conditions.

References

Team Capacity. (February 10, 2023). How does an AI chatbot work, and what does it mean for the future? Capacity. https://capacity.com/learn/ai-chatbots/how-does-an-ai-chatbot-work/.