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UX STRAT USA 2018 Presentation: Astrid Chow, IBM

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UX STRAT USA 2018 presentation slides by Astrid Chow of IBM: "Designing Experiences That Get Progressively Smarter with AI"

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UX STRAT USA 2018 Presentation: Astrid Chow, IBM

  1. 1. @astridpie Astrid Chow MS, MBA Designing AI Experiences That Get Progressively Smarter Providence, RI UXSTRAT USA 2018 September 18, 2018
  2. 2. Hi, I’m Astrid. Senior UX Designer
 & Researcher
  3. 3. Jackson: An IBM data story. (2018). YouTube https://www.youtube.com/watch?v=ND2HfNnss3M

  4. 4. How do we keep people engaged throughout an AI development process? Watson Health © IBM Corporation 2018 AI takes a long time…
  5. 5. Take-aways Tools and exercises to gain buy-in and find opportunities to show value 
 to stakeholders (e.g., partners and end-users) throughout the long process 
 of AI development. Watson Health © IBM Corporation 2018 Service BlueprintEarly Value Alignment @astridpie Designing AI Experiences 
 That Get Progressively Smarter Astrid Chow Our roleData Mapping
  6. 6. The Data Explosion Watson Health © IBM Corporation 2018
  7. 7. Growing data volume and complexity demands a new approach 2010 2020 We are Here 44 zettabytes IDC, Digital Universe Study, 2014 Sensors 
 & Devices Natural Language Enterprise 
 Data Medical
 Images Images/
 Multimedia Watson Health © IBM Corporation 2018
  8. 8. Challenge This Data is dark, diverse, disconnected, inaccessible, 
 & difficult to comprehend. Watson Health © IBM Corporation 2018
  9. 9. What do we mean by “smarter”? Watson Health © IBM Corporation 2018
  10. 10. Humans excel at: AI excels at: common sense morals compassion imagination abstraction generalization natural language pattern identification locating knowledge machine learning reducing bias repetition and consistency Humans + AI = augmented intelligence Watson Health © IBM Corporation 2018
  11. 11. Watson Health © IBM Corporation 2018 @astridpie Designing AI Experiences 
 That Get Progressively Smarter Astrid Chow AI Communication Model Intent provides the solution’s purpose The goals, wants, needs, and values of users and businesses. Sukis, J., & Lawrence, L. (2018, January 29). Design for cognitive experiences, Part 1: The human- to-machine communication model. Retrieved from IBM Developer Works: 
 https://www.ibm.com/developerworks/library/cc-design-cognitive-models-machine-learning/cc-design-cognitive-models-machine-learning-pdf.pdf Sukis, J., & Lawrence, L. (2018). United States Patent No. IBM Patent Application 15843302. All of the significant raw data a machine can collect from the user and the world. The process of putting incoming structured and unstructured data context. 
 
 How is it structured? What does it tell? This is what the system knows. 
 This is all past data, insights, and learned attributes measured up against the overall intent of the system. The system’s application of logic to decide on the best course(s) 
 of action. Using what has been determined through Intent and Understanding, the system designs 
 a response. The choreography of how the system delivers it’s response based on the content of the message and it’s understanding of the user. In order for an AI system to amplify human cognition, it must be able to affect user at an emotional and psychological level. The system’s application of the user’s feedback 
 and reaction to 
 the expression 
 of the output. Through direct and indirect reactions from the user, the system adjusts it’s knowledge to improve future interactions. The consequences of an actualized system used in the real world to solve real users’ real problems. (working model)
  12. 12. Watson Health © IBM Corporation 2018 @astridpie Designing AI Experiences 
 That Get Progressively Smarter Astrid Chow AI Communication Model Intent provides the solution’s purpose The goals, wants, needs, and values of users and businesses. Sukis, J., & Lawrence, L. (2018, January 29). Design for cognitive experiences, Part 1: The human- to-machine communication model. Retrieved from IBM Developer Works: 
 https://www.ibm.com/developerworks/library/cc-design-cognitive-models-machine-learning/cc-design-cognitive-models-machine-learning-pdf.pdf Sukis, J., & Lawrence, L. (2018). United States Patent No. IBM Patent Application 15843302. All of the significant raw data a machine can collect from the user and the world. The process of putting incoming structured and unstructured data context. 
 
 How is it structured? What does it tell? This is what the system knows. 
 This is all past data, insights, and learned attributes measured up against the overall intent of the system. The system’s application of logic to decide on the best course(s) 
 of action. Using what has been determined through Intent and Understanding, the system designs 
 a response. The choreography of how the system delivers it’s response based on the content of the message and it’s understanding of the user. In order for an AI system to amplify human cognition, it must be able to affect user at an emotional and psychological level. The system’s application of the user’s feedback 
 and reaction to 
 the expression 
 of the output. Through direct and indirect reactions from the user, the system adjusts it’s knowledge to improve future interactions. The consequences of an actualized system used in the real world to solve real users’ real problems. (working model)
  13. 13. Watson Health © IBM Corporation 2018 @astridpie Designing AI Experiences 
 That Get Progressively Smarter Astrid Chow AI Communication Model Intent provides the solution’s purpose The goals, wants, needs, and values of users and businesses. Sukis, J., & Lawrence, L. (2018, January 29). Design for cognitive experiences, Part 1: The human- to-machine communication model. Retrieved from IBM Developer Works: 
 https://www.ibm.com/developerworks/library/cc-design-cognitive-models-machine-learning/cc-design-cognitive-models-machine-learning-pdf.pdf Sukis, J., & Lawrence, L. (2018). United States Patent No. IBM Patent Application 15843302. All of the significant raw data a machine can collect from the user and the world. The process of putting incoming structured and unstructured data context. 
 
 How is it structured? What does it tell? This is what the system knows. 
 This is all past data, insights, and learned attributes measured up against the overall intent of the system. The system’s application of logic to decide on the best course(s) 
 of action. Using what has been determined through Intent and Understanding, the system designs 
 a response. The choreography of how the system delivers it’s response based on the content of the message and it’s understanding of the user. In order for an AI system to amplify human cognition, it must be able to affect user at an emotional and psychological level. The system’s application of the user’s feedback 
 and reaction to 
 the expression 
 of the output. Through direct and indirect reactions from the user, the system adjusts it’s knowledge to improve future interactions. The consequences of an actualized system used in the real world to solve real users’ real problems. (working model)
  14. 14. Watson Health © IBM Corporation 2018 @astridpie Designing AI Experiences 
 That Get Progressively Smarter Astrid Chow AI Communication Model Intent provides the solution’s purpose The goals, wants, needs, and values of users and businesses. Sukis, J., & Lawrence, L. (2018, January 29). Design for cognitive experiences, Part 1: The human- to-machine communication model. Retrieved from IBM Developer Works: 
 https://www.ibm.com/developerworks/library/cc-design-cognitive-models-machine-learning/cc-design-cognitive-models-machine-learning-pdf.pdf Sukis, J., & Lawrence, L. (2018). United States Patent No. IBM Patent Application 15843302. All of the significant raw data a machine can collect from the user and the world. The process of putting incoming structured and unstructured data context. 
 
 How is it structured? What does it tell? This is what the system knows. 
 This is all past data, insights, and learned attributes measured up against the overall intent of the system. The system’s application of logic to decide on the best course(s) 
 of action. Using what has been determined through Intent and Understanding, the system designs 
 a response. The choreography of how the system delivers it’s response based on the content of the message and it’s understanding of the user. In order for an AI system to amplify human cognition, it must be able to affect user at an emotional and psychological level. The system’s application of the user’s feedback 
 and reaction to 
 the expression 
 of the output. Through direct and indirect reactions from the user, the system adjusts it’s knowledge to improve future interactions. The consequences of an actualized system used in the real world to solve real users’ real problems. (working model)
  15. 15. Watson Health © IBM Corporation 2018 @astridpie Designing AI Experiences 
 That Get Progressively Smarter Astrid Chow AI Communication Model Intent provides the solution’s purpose The goals, wants, needs, and values of users and businesses. Sukis, J., & Lawrence, L. (2018, January 29). Design for cognitive experiences, Part 1: The human- to-machine communication model. Retrieved from IBM Developer Works: 
 https://www.ibm.com/developerworks/library/cc-design-cognitive-models-machine-learning/cc-design-cognitive-models-machine-learning-pdf.pdf Sukis, J., & Lawrence, L. (2018). United States Patent No. IBM Patent Application 15843302. All of the significant raw data a machine can collect from the user and the world. The process of putting incoming structured and unstructured data context. 
 
 How is it structured? What does it tell? This is what the system knows. 
 This is all past data, insights, and learned attributes measured up against the overall intent of the system. The system’s application of logic to decide on the best course(s) 
 of action. Using what has been determined through Intent and Understanding, the system designs 
 a response. The choreography of how the system delivers it’s response based on the content of the message and it’s understanding of the user. In order for an AI system to amplify human cognition, it must be able to affect user at an emotional and psychological level. The system’s application of the user’s feedback 
 and reaction to 
 the expression 
 of the output. Through direct and indirect reactions from the user, the system adjusts it’s knowledge to improve future interactions. The consequences of an actualized system used in the real world to solve real users’ real problems. (working model)
  16. 16. Watson Health © IBM Corporation 2018 @astridpie Designing AI Experiences 
 That Get Progressively Smarter Astrid Chow AI Communication Model Intent provides the solution’s purpose The goals, wants, needs, and values of users and businesses. Sukis, J., & Lawrence, L. (2018, January 29). Design for cognitive experiences, Part 1: The human- to-machine communication model. Retrieved from IBM Developer Works: 
 https://www.ibm.com/developerworks/library/cc-design-cognitive-models-machine-learning/cc-design-cognitive-models-machine-learning-pdf.pdf Sukis, J., & Lawrence, L. (2018). United States Patent No. IBM Patent Application 15843302. All of the significant raw data a machine can collect from the user and the world. The process of putting incoming structured and unstructured data context. 
 
 How is it structured? What does it tell? This is what the system knows. 
 This is all past data, insights, and learned attributes measured up against the overall intent of the system. The system’s application of logic to decide on the best course(s) 
 of action. Using what has been determined through Intent and Understanding, the system designs 
 a response. The choreography of how the system delivers it’s response based on the content of the message and it’s understanding of the user. In order for an AI system to amplify human cognition, it must be able to affect user at an emotional and psychological level. The system’s application of the user’s feedback 
 and reaction to 
 the expression 
 of the output. Through direct and indirect reactions from the user, the system adjusts it’s knowledge to improve future interactions. The consequences of an actualized system used in the real world to solve real users’ real problems. (working model)
  17. 17. Watson Health © IBM Corporation 2018 @astridpie Designing AI Experiences 
 That Get Progressively Smarter Astrid Chow AI Communication Model Intent provides the solution’s purpose The goals, wants, needs, and values of users and businesses. Sukis, J., & Lawrence, L. (2018, January 29). Design for cognitive experiences, Part 1: The human- to-machine communication model. Retrieved from IBM Developer Works: 
 https://www.ibm.com/developerworks/library/cc-design-cognitive-models-machine-learning/cc-design-cognitive-models-machine-learning-pdf.pdf Sukis, J., & Lawrence, L. (2018). United States Patent No. IBM Patent Application 15843302. All of the significant raw data a machine can collect from the user and the world. The process of putting incoming structured and unstructured data context. 
 
 How is it structured? What does it tell? This is what the system knows. 
 This is all past data, insights, and learned attributes measured up against the overall intent of the system. The system’s application of logic to decide on the best course(s) 
 of action. Using what has been determined through Intent and Understanding, the system designs 
 a response. The choreography of how the system delivers it’s response based on the content of the message and it’s understanding of the user. In order for an AI system to amplify human cognition, it must be able to affect user at an emotional and psychological level. The system’s application of the user’s feedback 
 and reaction to 
 the expression 
 of the output. Through direct and indirect reactions from the user, the system adjusts it’s knowledge to improve future interactions. The consequences of an actualized system used in the real world to solve real users’ real problems. (working model)
  18. 18. Mind Mapping 13 Purpose Identify Discovery Scenario questions and supported assets. Objective Explore what do people need to know and and map to Data/Info assets. Deliverable A map that outlines what do people need to know 
 (key questions) and what decision support/information assets will help them achieve their goals. Activities What are the first questions that the Human needs 
 to answer in order to be successful in the scenario? Once the Human has answered X question, what subsequent questions would emerge next? What data/info/insights would help the Human answer each question? Map the assets relevant/needed for each question. Watson Health © IBM Corporation 2018 *Source: d school Question Data/Info/ Insight
 Asset @astridpie Designing AI Experiences 
 That Get Progressively Smarter Astrid Chow ? ? ! ! ! ! ? ? ? ? ! ! ! ? ! ! ? ? ? ! ? ? ! ! ? Early Value Alignment
  19. 19. Mind Mapping 14 Purpose Identify Discovery Scenario questions and supported assets. Objective Explore what do people need to know and and map to Data/Info assets. Deliverable A map that outlines what do people need to know 
 (key questions) and what decision support/information assets will help them achieve their goals. Activities What are the first questions that the Human needs 
 to answer in order to be successful in the scenario? Once the Human has answered X question, what subsequent questions would emerge next? What data/info/insights would help the Human answer each question? Map the assets relevant/needed for each question. Watson Health © IBM Corporation 2018 *Source: d school@astridpie Designing AI Experiences 
 That Get Progressively Smarter Astrid Chow Early Value Alignment What are the major risk/casual factors for X disease? How can we promote healthier behavior? Can we find newuses for existing drugs? ClinicalCharacteristics Drug Resistance Rate Adherence What are the main causes of poor outcomes? Patient Demographics How can we improve treatment efficacy? Example
  20. 20. Map AI Assets Watson Health © IBM Corporation 2018 15*Source: d school Purpose Understand how people need to interact with information assets to achieve their goals. Objective A quick way to map needs to assets, and tools. Deliverable Assets map that outlines people’s needs, info assets, collaborators, and tools. Activities What data/info/insights are needed? Write info assets 
 or extract assets from previous Mind Mapping activity. Map info assets to tools/platforms/services. Where do 
 users find the information? Explore the as-is scenario. How do people need to interact? Mapping Value Prop to Data Insight
 Value Prop AI 
Services
Tools natural 
 language Insight! Insight! Wishlist
 Data machine
 learning AI Assistant Data
 (Current) @astridpie Designing AI Experiences 
 That Get Progressively Smarter Astrid Chow Insight!
  21. 21. Watson Health © IBM Corporation 2018 @astridpie Designing AI Experiences 
 That Get Progressively Smarter Astrid Chow Service Design Blueprint Chenault, A., Chow, A., & Wu, J. (2017). The potential ick factor: Ethical considerations for designing for healthcare". O'Reilly AI Conference 2017. 
 San Francisco Slideshare: https://www.ibm.com/watson/assets/duo/pdf/everydayethics.pdf BackstageFrontstage Support Line of Visibility Touchpoints USER 
 Activity Thinking /
 Feeling Line of Interaction Data
  22. 22. With AIService Design Blueprint Line of Visibility Backstage Line of Interaction Current State User
 Activity Data Support Touchpts AI 
 System Line of Visibility Touchpoints USER 
 Activity Thinking /
 Feeling Line of Interaction Frontstage
  23. 23. To be “smarter” is to be
 ethical. Watson Health © IBM Corporation 2018
  24. 24. Ethics & AI Design 19 Trust & Transparency Control Safety Steps RISK Ethics Standards Watson Health © IBM Corporation 2018 *Source: d school@astridpie Designing AI Experiences 
 That Get Progressively Smarter Astrid Chow Purpose Cognitive solution designed to enhance and extend 
 human capability, expertise and potential. AI solution creators should ensure that humans retain control. Objective Consider ethical aspects of innovative AI solutions. Deliverable User scenario map that outlines potential risks 
 throughout the end-to-end experience. Activities Outline key steps and milestones of the user experience. Call out potential risks, following: Transparency & Trust, Control, and Safety. Carefully review and outline must-haves and standards 
 for your solution/design. Journey Map + - + - + - Chenault, A., Chow, A., & Wu, J. (2017). The potential ick factor: Ethical considerations for designing for healthcare". O'Reilly AI Conference San Francisco Slideshare: https://www.ibm.com/watson/assets/duo/pdf/everydayethics.pdf
  25. 25. Codes of Ethics for AI Watson Health © IBM Corporation 2018Watson Health © IBM Corporation 2018 @astridpie Designing AI Experiences 
 That Get Progressively Smarter Astrid Chow Cutler, A., Pribić, M., & Humphrey, L. (2018, September). Everyday Ethics for Artificial Intelligence. 
 Retrieved from https://www.ibm.com/watson/assets/duo/pdf/everydayethics.pdf …and more every day! Fairness, Accountability, and Transparency Conferences Partnerships & Crowdsourcing
  26. 26. We as UX Strategists, have the unique opportunity to help shape and inform AI experiences. Watson Health © IBM Corporation 2018
  27. 27. Watson Health © IBM Corporation 2018 Keep these in mind: • Is the technology serving the value prop 
 or is it the other way around?
  28. 28. Watson Health © IBM Corporation 2018 Keep these in mind: • Is the technology serving the value prop 
 or is it the other way around? • How are you communicating that your 
 solution/service is learning?
  29. 29. Watson Health © IBM Corporation 2018 Keep these in mind: • Is the technology serving the value prop 
 or is it the other way around? • How are you communicating that your 
 solution/service is learning? • Create a strategy for adaptive feedback loops
 (more than just )
  30. 30. Watson Health © IBM Corporation 2018 Most importantly,
  31. 31. Watson Health © IBM Corporation 2018 Most importantly, • Remain vigilant, keep watch over
 your AI, and learn along with it!
  32. 32. Watson Health © IBM Corporation 2018 Thank You! Let’s keep the conversation going… Astrid Chow @Astridpie astridchow
  33. 33. Join the discussion… ethicaltechnology.slack.com ethicsofdesign.org
  34. 34. Thank You! Watson Health © IBM Corporation 2018 Andrea Barbarin Charlyne Lefebvre-Paillé Siri Betts-Sonstegard Yael Alkalay Ingrid Lange Jennifer Sukis Pravin Pant Joe Meersman Randy Gregory II Mark Burrell Jeff Sokolov Jodi Cutler Adam Cutler Milena Pribic Lawrence Humphrey Frances DiMare Amy Chenault Joel Wu Laura Lee Gabriel M. Santibanez Juhan Sonin Michael Muller Dan Zollman
  35. 35. Appendix Watson Health © IBM Corporation 2018
  36. 36. Works Cited 26 •Chenault, A., Chow, A., & Wu, J. (2017). The potential ick factor: Ethical considerations for designing for healthcare". O'Reilly AI Conference 2017. San Francisco Slideshare: https://www.ibm.com/watson/assets/duo/pdf/ everydayethics.pdf
 •Cutler, A., Pribić, M., & Humphrey, L. (2018, September). Everyday Ethics for Artificial Intelligence. 
 Retrieved from https://www.ibm.com/watson/assets/duo/pdf/everydayethics.pdf
 •IDC, Digital Universe Study, (2014) •Jackson: An IBM data story. (2018). YouTube. Retrieved 12 September 2018, from https://www.youtube.com/watch? v=ND2HfNnss3M
 •Sukis, J., & Lawrence, L. (2018). United States Patent No. IBM Patent Application 15843302. •Sukis, J., & Lawrence, L. (2018, January 29). Design for cognitive experiences, Part 1: The human- to-machine communication model. Retrieved from IBM Developer Works: 
 https://www.ibm.com/developerworks/library/cc-design-cognitive-models-machine-learning/cc-design-cognitive- models-machine-learning-pdf.pdf' Watson Health © IBM Corporation 2018

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