The challenge
The library needed to deploy an AI-powered chatbot to handle patron inquiries and reduce staff workload during peak hours. Staff had limited familiarity with AI tools, and patrons needed a seamless, intuitive experience.
My role
I led the full instructional design lifecycle from needs assessment through launch: stakeholder interviews, content strategy, training material development, pilot testing, and user education rollout.
Process & decisions
- Conducted a needs assessment with staff and administrators to identify knowledge gaps and resistance points.
- Developed a phased content strategy aligning chatbot responses with the most common patron queries.
- Created staff training materials — quick-reference guides, scenario walkthroughs, and FAQ documents.
- Designed patron-facing tutorials for chatbot interaction.
- Built a change management communication plan to support adoption.
Results & impact
Successful deployment with high staff adoption. Reduced routine inquiry handling time and improved patron self-service. The training materials were adopted as a template for later technology rollouts.