From Transcription to Empathy

This study examines the potential of Artificial Intelligence (AI) tools to facilitate User-Centered Design (UCD) in the development of an online assessment platform at a public university in Mexico. Employing the Design Thinking methodology, which incorporates surveys and usability tests during the empathy stage, the study identifies and addresses key usability issues affecting educators' interactions with the platform. These methods yielded comprehensive data on user experiences and challenges, facilitating a profound understanding of user needs and pain points. Subsequently, AI tools, including ChatGPT, were used to analyze this feedback and generate detailed Empathy and User Journey Maps, which revealed significant issues. The findings underscore the necessity for a more intuitive user interface and a reduction in cognitive load. In light of these findings, the study recommends a redesign of the navigation schema and interface with the objective of simplifying tasks and improving efficiency. The combination of Design Thinking with advanced AI technologies enables the effective tackling of complex usability challenges, creating a more efficient and inclusive digital assessment environment. This integration not only enhances the UCD process but also offers deeper insights into user experiences, which ultimately increases the likelihood of adoption and enhances educator satisfaction.