Enhancing the Experience of Using AI

Boagworld: UX, Design Leadership, Marketing & Conversion Optimization

I've watched with fascination how AI is reshaping the design landscape. While we've made incredible strides in using AI to enhance our design processes, I believe we're overlooking something crucial: the human experience of interacting with AI itself.

You might wonder why this matters. Well, as AI becomes more deeply woven into our daily lives, the way we interact with these systems shapes their value. It's not enough that AI can perform amazing feats - these capabilities need to feel natural and accessible to everyone.

When I look at today's AI interfaces, I see familiar frustrations: clunky search functions, disorganized content, and confusing customization options. These aren't just minor annoyances - they're barriers that stand between users and AI's full potential.

But here's the real challenge that has begun to obsess me: AI systems often struggle to truly understand us - our context, preferences, and what we're trying to achieve. This gap creates an exciting opportunity for UX professionals to shape the future of human-AI interaction.

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The Lifecycle of Technology: Where AI Stands

Let me share something interesting about how technologies evolve. I've noticed three distinct phases that most innovations go through:

1. Amazement Phase: Remember that magical moment when you first used a mobile phone away from home? That's what happens when new tech first appears - we're simply amazed it works at all.
2. Feature Expansion: Then comes the avalanche of features. Just as phones gained cameras and apps, becoming our digital Swiss Army knives, AI tools are rapidly expanding their capabilities.
3. Usability Focus: Finally, we reach the phase where ease of use becomes paramount. The goal shifts to making interactions feel natural and enjoyable.

Right now, I see AI straddling the second and third phases. ChatGPT initially wowed us with its conversational abilities. Then came the exciting additions - it could handle images, audio, and more. But now we're facing the real test.

You've probably experienced some of these growing pains yourself - conversations that feel disconnected, interfaces that don't remember your preferences, AI that misses the point of your request. These aren't just technical challenges - they're signs that AI needs to evolve beyond raw capability to truly understand and serve user needs.

The Two Faces of AI UX Challenges

In my experience, improving AI's user experience involves tackling two distinct but connected challenges:

Interface Design Problems

Let's start with familiar territory: the interface. Despite AI's sophisticated capabilities, the way we interact with these systems often feels stuck in the past. When I use platforms like ChatGPT, I encounter:

• Limited search functionality within conversations.
• The inability to pin or organize discussions for future reference.
• Confusing interfaces for customization of different workflows.

While these issues can be frustrating, they're the kind of design challenges we've successfully tackled before. With thoughtful UX investment, we can overcome these obstacles.

Beyond Interfaces: Natural Interactions

Here's where things get really interesting. Traditional UI design principles alone won't solve our core challenges with AI interaction. Instead, I see AI pushing us toward something more ambitious: goal-driven interaction.

This shift in human-computer interaction has caught the attention of industry leaders. Jakob Nielsen recently explored this idea in a LinkedIn post, while Golden Krishna's book The Best Interface is No Interface advocates for moving beyond traditional interfaces altogether. To realize this vision, we need to fundamentally rethink how humans and machines work together.

From Commands to Goals: The Future of AI Interaction

Think about how we typically interact with technology today. Planning a holiday means jumping between websites, comparing flights and hotels, and managing multiple bookings. It's a command-driven process that feels increasingly outdated.

AI offers something fundamentally different: goal-driven interaction. Imagine simply telling your AI assistant, "Book me a holiday in Greece within a £2,000 budget," and watching it handle the details autonomously.

While we're not quite there yet, 2025 looks promising. Sam Altman, OpenAI's CEO, recently discussed the imminent arrival of advanced AI agents in a blog post on eWeek. These developments could revolutionize how we interact with technology.

But this evolution brings new challenges:

• Understanding Intent: AI needs to grasp the nuances of our goals, even when they're not perfectly articulated.
• Balancing Autonomy and User Control: Finding the sweet spot between AI independence and user oversight is crucial.
• Trust and Transparency: Users need confidence that AI is acting in their best interest, with clear reasoning behind its decisions.

Context: The Key to Seamless AI Interactions

At the heart of these challenges lies context. For AI to truly enhance our lives, it needs to understand the full picture of each interaction. I see this playing out across three key dimensions:

Personal Context

When I think about AI understanding personal preferences, I'm not just talking about remembering your personal likes and dislikes. It's about grasping the importance of a decision to the user - knowing when to ask for clarification and when to make an educated guess.

Consider my interactions with my wife around shopping. When she asks me to pick up bread, I know from experience to seek clarification first - she has strong preferences about the type she enjoys. Yet if she asks me to purchase a keyboard, she'd rather skip the detailed questions, despite my deep interest in computer peripherals. This perfectly illustrates the contextual awareness that AI systems must develop.

Task Context

Different tasks demand different levels of involvement from the user, not just because of personal preference, but because of the level of commitment the task involves. Booking a holiday requires more oversight than ordering office supplies. AI needs to recognize these distinctions and adjust its approach accordingly.

World Context

AI also needs to understand the world around it and the unique characteristics of the things it is interacting with. Consider a smart fridge managing your groceries. It needs to understand real-world nuances - like how quickly lettuce spoils or how long that jar of Marmite typically lasts. Without this awareness, automation can create more headaches than convenience.

Real-World Contextual Failures

We've all experienced what happens when AI misses the context mark. Take Amazon's recommendation system:

• Buy knitting supplies as a gift, and suddenly your feed is flooded with yarn and needles, completely missing that it was a one-off gift.
• Purchase a camera, and instead of suggesting useful accessories like tripods, you're shown more cameras - as if most people need multiple cameras.

These missteps do more than annoy - they erode our trust in AI's ability to truly understand and serve our needs.

Strategies for Designing Better AI Experiences

As I navigate this emerging field, I've found that improving AI experiences requires a delicate balance of innovation and caution. There's no established playbook, which makes experimentation and sensitivity essential.

Building Deep User Profiles

Creating comprehensive user profiles isn't just about collecting data - it's about understanding the intricate ways people approach tasks and make decisions. We need models that can capture these subtle human behaviors.

Balancing Ethical Considerations

Ethics must guide every step of this journey. Different users have varying comfort levels with AI involvement. Our systems need the flexibility to accommodate these preferences while maintaining privacy and autonomy.

The Role of UX Professionals

Through my work as a user experience consultant, I've seen how crucial it is to embed user-centric thinking in emerging technologies. This isn't just about improving algorithms - it's about understanding human psychology and behavior.

This challenge demands a nuanced touch that can't be left to AI developers alone. UX professionals bring vital insights about human behavior and user-centered design. Their involvement ensures these technologies truly serve user needs.

The Need for Collaboration

That's why I'm convinced that collaboration between AI developers and UX professionals is crucial. Together, we can create solutions that balance technological advancement with human needs.

Looking Ahead: The Potential for Human-AI Synergy

The future of AI extends beyond feature lists and accuracy metrics - it's about creating experiences that feel natural and supportive. By focusing on the interplay between context, user intent, and AI capabilities, we can build truly transformative tools.

UX professionals possess the perfect blend of skills, insight, and empathy to lead this transformation. In the years ahead, our role will be ensuring that AI doesn't just work - it works for users.

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