The talk focuses on the complexities designers need to navigate when coming from the HCD lens while designing for AI-enabled interfaces.

1. UX India 2023
RETHINKING USER
CENTERED DESIGN FOR AI
ENABLED EXPERIENCES
Jasmeet
Sethi

2. 02
The world of
tomorrow
Today

3. Human - AI
Collaboration

4. Why do I care

5. The Promise of AI
Increased Efficiency
and Productivity
Improved decision-
making
Natural Language
based interactions

6. somanyunknowns..
11

7. AI-enabled products
User Expectations
while users are developing new
figuring out what this new magical thing can do for them and how will they
incorporate it in their daily lives
Tech has Evolved
and seems magical in its own right, able to deliver on the fly experience based
on its own understanding of the user
At least i was and probably still am. These tools make artefacts faster and are only going to
get better and better. What is this better thing i as a designer should focus on ?
and Designers are Confused

8. Lets embrace the fuzziness

9. What all has
changed

10. Seems like alot
has.

11. Nature of code

12. Deterministic
to
Probabilistic

14. Question
CTA
Ask
Answer
Action
Serve

15. Question
Answer
Suggestion
Question

17. Users are offloading these probabilities
remember the promises of AI ?

18. Point to point interactions
to
Compounded interactions

19. source : x.ai

20. Its not about actions anymore,
Focus on outcomes

21. Designer’s Perceived Intent
[ through thorough user understanding ofcourse ]
to
User’s Fuzzy Intent

22. Preference
Context
Possibility
Data Data Data Data Data Data Data Data Data Data Data
Data Data Data Data Data Data Data Data Data Data Data
Data Data Data Data Data Data Data Data Data Data Data
Data Data Data Data Data Data Data Data Data Data Data
Data Data Data Data Data Data Data Data Data Data Data
Data Data Data Data Data Data Data Data Data Data Data
Limited only by Designer’s thinking and availability of Da
Data Data Data Data
Data Data Data Data
Data Data Data Data D
a Data Data Data Data
Data Data Data Data D
a Data Data Data Data

23. Wants to go from A to B
narrow understanding of intent
time / distance
broader understanding of intent
time/ distance / safety / joy
source : https://www.datasciencecentral.com/ai-effectiveness-starts-by-understanding-user-intent/

24. IntentDetermination.
Whatistheusertryingtoaccomplish(theirIntent),theirobjectives,theirdesiredoutcomes,and
howwilltheusermeasureeffectivenessoftheirintent?
ValueDefinition(AIUtilityFunction)
Whatarethevariablesandmetrics(features)againstwhichtheAImodelwillseektooptimizein
ordertoachieveuserintent?
ValueCreation(AIModel)
WhatactionsordecisionsdoestheAImodelneedtomaketooptimizethevariablesandmetrics
againstwhichintentsuccesswillbemeasured?
source:https://www.datasciencecentral.com/ai-effectiveness-starts-by-understanding-user-intent/

25. Its not about actions anymore,
Focus on outcomes
Model Intent into Design

26. Statistical Average
to
You are your own universe

27. Based on complex math, but simple and mostly biased averages;
because how many exceptions can you really design for ?

28. now my health assistant can truly be mine,
my writing assistant can work with my own writing
style,
i can create unique exceptions on the fly for myself and
not be limited to outcomes predefined by someone on

29. Its not about actions anymore,
Focus on outcomes
Model Intent into Design
Let Users take Charge

30. Fragility of Choice

31. is this the right approach ?

32. Design for fluid agency, not agents
for they will only be

33. User Control
AI
Capability

34. User Control
AI
Capability
AI UC AI UC
AI UC
AI UC

35. User Control
Autonomous
Automative
Collaborative
Assistive
AI
Capability
AI UC AI UC
AI UC
AI UC

36. Make the right choice(s)

37. Design for fluid agency, not and agents

38. Who watches the watchers who guards the
guards?

39. The Wizard A Kid

40. oversight
Human in the Loop

41. Humans, and in most of cases Users will end
up playing the role of guardians.
Our job is to help them do that

42. Help Agents make choice(s)
Make the right choice(s)

43. Design for Trust

44. Design for Trust Credibility

45. credibility comes from the head
and
trust comes from the heart
character
evidence outcome

46. AI can be wrong, alot.

47. Low expertise and high trust is a bad recipe

48. Explainability
vs
Transparency
Expectation management
Failure and Accountability
https://medium.com/aixdesign/ux-challenges-for-ai-ml-products-1-3-trust-transparency-31df88c6f827

49. Help users make choice(s)
Help Agents make choice(s)
Make the right choice(s)

50. How do i use all
this

52. Didn’t we have
tools to navigate
this ?
Yes Personas, Journey maps, Task flows; i am looking at you

53. lets talk about personas

60. Lets call these Dynamic Personas

61. but is that all ?

62. but is that all ?
Ideal

63. but is that all ?
Intended

64. but is that all ?
what really happened

65. Same destinations, different intents

66. Extend personas to user intents aka the intent personas
Informational
Navigational
Transactional
Commercial
Intentions a search engine can respond to
SERP = Search engine result page
mapped to capabilities and interactions

67. Its not just Goals and motivations
Its intents based on data and context
Its also choices mapped to capabilities of AI
Its the system’s causal/feedback loops that dictate the experience
Its also constant research where tool is the researcher itself

68. All this to make sure the system becomes my
proxy, understands models user behaviour based
on the parameters defined by me, in the framework
laid by me which is designed to give user the
maximum [safe] freedom possible.

69. The philosophy of
Has my role
changed ?

70. not fundamentally
Mediate, Mediate, Mediate
Business Tech
User

71. after all for me design is
“materialising intent”

72. i’ll still be crafting experiences for
journeys my users take,
the journeys have multiplied, but the
same freedom has been imparted to me
through AI

73. Human - AI
Collaboration

74. Human - AI
Collaboration
DESIGN FOR

75. Human - AI
Collaboration
DESIGN FOR & DESIGN WITH

76. Jasmeet Singh Sethi
Head of Product Design
http://linkedin.com/in/jsmtsethi/