{"id":4996,"date":"2018-08-14T07:40:11","date_gmt":"2018-08-14T07:40:11","guid":{"rendered":"https:\/\/www.walkme.com\/blog\/?p=4996"},"modified":"2023-05-02T15:44:06","modified_gmt":"2023-05-02T15:44:06","slug":"ux-design-challenge-ai","status":"publish","type":"post","link":"https:\/\/www.walkme.com\/blog\/ux-design-challenge-ai\/","title":{"rendered":"AI Has Become a Top UX Design Challenge: Here\u2019s How to Solve it"},"content":{"rendered":"The architects of UX are facing a daunting new challenge:\n\nHow do you integrate AI into the seamless user experience you\u2019ve strived to create?<\/em>\n\nMore specifically, how should users view AI-generated content? How can you make it engaging without being too obtrusive? How can you demonstrate that AI-generated information is credible?\n\nThe key to creating a positive user experience around AI is trust. If they don\u2019t trust it, your users will not see your product as valid or reliable.\n\nBuilding AI software may not fall under UX designers\u2019 job description, but integrating it into the user experience has become a principal UX design challenge.\n

Gain users\u2019 trust while providing the optimal UX. Discover How.<\/a><\/h3>\n

Why people love and fear AI<\/h2>\nAlthough AI is a major buzzword<\/a>, most people don\u2019t understand how it works.\n\n\"artificial\n\nIt makes sense why not. The media covers AI in somewhat elusive, abstract terms. Even tech publications tend to talk about it without really explaining what it is. (You can find a good explainer in this article<\/a> from Futurism<\/em>.)\n\nBecause of this, AI represents a type of mystical, inexplicable phenomenon. It captivates audiences because it appeals to their sense of wonder.\n\nBut a thin line separates this wonder from fear.\n\nThat\u2019s why movies tend to portray AI as such a threatening force. Nightmares of a future where robots dominate human society are a recurring theme (think: I, Robot).\n\nThe reason AI can be so fascinating and scary at the same time boils down to lack of trust.\n

What factors determine trust in AI?<\/h2>\nTrust between humans is based on different criteria than trust between humans and machines.\n\n\"ux\n\nHumans determine whether or not to trust one another based on factors like reliability, sincerity, competence, and intent.\n\nHumans\u2019 trust in machines depends on accuracy, consistency, and fallibility. For many people, trust depends on their ability to interpret how the system works.\n\nAI complicates this.\n\nIt possesses human reasoning and cognitive faculties, yet it lacks interpretability. It can be configured to output insights beyond human computability, free of human error. At the same time, a flawed algorithm could lead a machine to learn to do the wrong thing. In some situations, the consequences could be catastrophic.\n

Lack of trust in AI is the biggest UX design challenge<\/h2>\nAI has become a central component of many companies\u2019 customer strategies. It enables greater personalization, more access to support, and faster service \u2014 all of the tenants of a positive customer experience<\/a>.\n\nBut if you want your users to have a positive experience with your AI<\/a> technology, they have to be able to trust it.\n\nHow do you do that? Through better UX.\n\nHere are five ways to improve user trust in AI.\n

1. Clue your users into your AI<\/h3>\n\"ux\n\nYou don\u2019t need to delve into the complexities that belie the AI and machine learning capabilities your product uses. But you can raise user trust if you let them in on the data your algorithms use to produce predictions and recommendations.\n\nFor example, Netflix uses AI to curate a list of recommended shows and movies for subscribers based on what they\u2019ve already watched.\n\nIt doesn\u2019t label this category as \u201cAI-Generated Recommendations,\u201d but it does call it \u201cBecause You Watched Californication,\u201d \u201cBecause You Watched Mad Men,\u201d etc. It solves this UX design challenge by using the title to tell users how it came up with its suggestions.\n

2. Don\u2019t disguise your AI<\/h3>\nAs AI technology develops, it will be able to take on more human tasks with higher levels of accuracy and efficiency. But you will completely undermine the trust of your users if you try to make them believe they are communicating with a human when it\u2019s really a computer.\n\nOn your website, you can differentiate AI-generated content with icons or labels.\n\nIt\u2019s important to make this distinction on the phone, too. As natural language processing technology improves, callers will be able to speak normally to automated customer support reps. But deceiving them into believing they are talking to a human will erode their trust and create a frustrating experience.\n

3. Don\u2019t make it too presumptuous<\/h3>\nYour AI must respect that in the human-to-machine relationship, the human is boss.\n\nOne UX design challenge is drawing attention to and building confidence in AI-generated content without making it too pushy. Spotify does a great job of this. It uses a subscriber\u2019s listening history to create a playlist of new music he or she might like.\n\nThe playlist appears at the top of your \u201cBrowse\u201d page, but it\u2019s not obtrusive. And the title works \u2014 \u201cDiscover Weekly.\u201d It\u2019s not called \u201cYour New Favorite Tunes.\u201d If it were, users would be more interested in challenging it than embracing it.\n\n\"Artificial\n

4. Set realistic expectations<\/h3>\nAI can accomplish a lot, but it may not be able to do everything your users think. You\u2019ll frustrate them, lower your credibility, and even endanger them if you create the impression that your technology can do something it actually cannot.\n\nSetting accurate expectations for your AI is critical. The stakes here can be dire, as evidenced by the fatal car accident involving Tesla\u2019s autopilot feature in March 2018.\n\nDespite receiving several visual and one audible warning to put his hands on the wheel, a California man crashed into a highway median<\/a> and died after using autopilot on his Model X. Tesla\u2019s investigation into the accident found the driver had his hands off the wheel for six seconds prior to the collision.\n\nUnlike \u201cself-driving cars,\u201d drivers are supposed to keep their hands on the wheel and pay attention while using Tesla\u2019s autopilot feature. The driver might have thought the car could handle driving itself. In this case, his expectations exceeded what Tesla\u2019s AI could actually do.\n

5. Make sure your AI adds a layer of emotional intelligence<\/h3>\nImproving usability is a constant UX design challenge. Your company\u2019s product might offer great value to your customers, but that hardly matters if they struggle to use it.\n\nOne way to improve UX is focusing on EQ, or emotional intelligence<\/a>. You can do this by adding tools that use AI to anticipate where user frustration will occur. By proactively sending help \u2014 such as real-time contextual guidance \u2014 you can prevent a negative emotional response and protect the user experience.\n

AI should boost your UX, not hurt it. See how WalkMe can help.<\/a><\/h3>","protected":false},"excerpt":{"rendered":"The architects of UX are facing a daunting new challenge: How do you integrate AI into the seamless user experience…<\/span>","protected":false},"author":246,"featured_media":6022,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"mobile_image_id":0,"tablet_image_id":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[89,86],"tags":[278,247,97,204],"class_list":["post-4996","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-digital-transformation","category-user-experience","tag-ai","tag-artificial-intelligence","tag-user-experience","tag-wmb-ux"],"acf":{"__coauthors":""},"yoast_head":"\nAI Has Become a Top UX Design Challenge: Here\u2019s How to Solve it - WalkMe Blog<\/title>\n<meta name=\"description\" content=\"Artificial intelligence enables greater personalization, more access to support, and faster service. 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