With the advent of smart personalization, Artificial Intelligence, Virtual Reality, Internet of Things, and Block chain technology, digital solutions are becoming more intelligent and personalized. Digital interfaces are rapidly evolving from navigational containers & content boxes to conversations. Users are now craving for a new, seamless, on-demand, digital experience: one clad in a conversational interface, ready to serve and capable of complex actions.
AI-first products (if done well) help in delivering an exceptional user experience by providing hyper-personalization which in turn leads to highly efficient and satisfying digital interactions. But for all this to happen, developers and data scientists must work together with UX designers to ensure that the end interaction is human-centered and helps achieve a real outcome for the users. There are two key factors that must be considered for AI-driven digital experiences.
1. Control
The true power of AI is leveraged when it makes smart decisions on the users’ behalf. But how do you still make the user feel in control? The latest research on self-driving cars has demonstrated that users feel extremely anxious and fearful sitting in a self-driven car that gives them no feedback on how it’s making driving decisions. So, the key to making humans feel comfortable with AI will lie in achieving the right balance between automation & control.
2. Context
AI has no moral understanding on its own of what is right or wrong. So, on what basis will it make decisions where the answer is not clear, for instance the Trolley problem – Should the self-driving car save the grandmother or the baby if it could only save one of them. The researchers found that the countries’ preference differs widely. Participants from collectivist cultures (China and Japan prefer saving the grandmother because of a greater emphasis on respecting the elderly). For now, AI researchers feel that cultural context is key to helping AI make the right decisions. However, this is a question that will continue to be the topic of much debate in AI circles in the years to come.
At ZEUX, we have always believed in pushing the boundaries of user experience towards the ultimate goal of completely humanizing technology. To that end, we keep a very close watch on technology advancements and trends and ensure that our solutions and processes are constantly aligned and adapted to the evolving digital landscape. As a thought leader, ZEUX often takes the lead in defining UX standards and putting frameworks in place for new technological paradigms. Most importantly, ZEUX understands that creating exceptional user experiences often requires cutting through the hype of the latest technological trend and distilling down to relevant use cases that will ultimately make life better for the user.
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Authored Article by Mr. Hemal Gathani, Co-founder of Zeux Innovation
A first-generation entrepreneur, Hemal commands 15+ years of experience in managing teams and driving measurable results in the UX industry for marquee clients. Hemal has led over 100 projects – from inception to delivery – and architected several large UX transformation programs including the world’s first BOT of a UX operation for a large global telecom. Having a passion to learn, unlearn and relearn – Hemal has also mentored large UX teams comprising analysts, researchers and designers across regions. He also played a key role in establishing UX skillset in India by expanding UX Training and Certification Program across major cities in India. There are now over 5000 certified usability professionals in India. Hemal is a Mechanical Engineer and went on to earn his Master’s degree in Science from University of South Florida.
