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From Navigation to Guidance: Using AI to Improve Digital Experiences
Prospective students often have to piece together answers across complex websites, while admissions teams spend significant time responding to many of the same questions. Could AI make that journey easier for the University of Waterloo without sacrificing accuracy, trust, or institutional control?
Notes
In this Drupal AI webinar, learn how ImageX and the University of Waterloo developed an AI-powered admissions advisor proof of concept.
Watch John Tran and Chris Gray of ImageX and Joe Kwan of the University of Waterloo run through each stage of the fascinating project, starting with discovery across Waterloo’s graduate and undergraduate admissions teams to understand where students experience friction, which questions come up repeatedly, where search and navigation fall short, and where human guidance remains essential.
Those insights shaped a conversational prototype designed to help students find trusted information, compare programs, understand requirements, and navigate next steps. The team then tested the experience directly with prospective students. Research showed strong interest in a more conversational way to explore university information, while also surfacing important considerations around privacy, tone, usability, content quality, transparency, and trust.
John, Chris and Joe also share what the team learned through discovery, prototyping, and student testing, as well as the role Drupal can play as the governed content foundation behind AI-assisted experiences.
