Chapter 9. AI for Better Human Experiences
In Chapter 8, we discussed what makes a product great and why understanding that is critical to developing a successful AI vision and strategy. The goal of this chapter is to build on that discussion and build upon the foundation of great products and well-designed UIs as the context for creating better human experiences.
You’ve probably heard terms like UX, UI, user centric, human centric, and customer centric. Usually these terms are used in the context of digital product design or customer service. These concepts also apply to AI and machine learning applications, and they should be at the forefront of any AI vision and strategy. Emerging technologies like AI do not exist in a vacuum, and therefore proper design considerations and treatment are paramount. This is the basis of the growing concept of the UX of AI.
This chapter begins with a few definitions of the term “experience.” This will provide context for the rest of the chapter. This is followed by covering how AI can specifically help create better human experiences. We then discuss three concepts: UX interfaces; the experience economy; and the design methodology known as design thinking. Everything discussed is highly applicable to creating an AI vision and strategy.
Experience Defined
We all have an intuitive idea of what the concept of experience means, but what’s the formal definition? Here are three definitions from the Collins Dictionary that I think sums it up best:
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