Evaluating the Usability and Ethical Implications of Graphical User Interfaces in Generative AI Systems

The rapid development of generative artificial intelligence (GenAI) has revolutionized how individuals and organizations interact with technology. These systems, ranging from conversational agents to creative tools, are increasingly embedded in daily life. However, their effectiveness relies heavily on the usability of their graphical user interfaces (GUIs), which serve as the primary medium for user interaction. Moreover, the design of these interfaces must align with ethical principles such as transparency, fairness, and user autonomy to ensure responsible usage. This study evaluates the usability of GUIs for three widely-used GenAI applications, including ChatGPT (GPT-4), Gemini (1.5), and Claude (3.5 Sonnet), using a heuristics-based and user-based testing approach (experimental-qualitative investigation). A total of 12 participants from a research organization in Australia, participated in structured usability evaluations, applying 14 usability heuristics to identify key issues and ethical concerns. The results indicate that Claude’s GUI is the most usable among the three, particularly due to its clean and minimalistic design. However, all applications demonstrated specific usability issues, such as insufficient error prevention, lack of shortcuts, and limited customization options, affecting the efficiency and effectiveness of user interactions. Despite these challenges, each application exhibited unique strengths, suggesting that while functional, significant enhancements are needed to fully support user satisfaction and ethical usage. The insights of this study can guide organizations in designing GenAI systems that are not only user-friendly but also ethically sound.