Introduction

This chapter discusses the importance of familiarity in creating good user experiences (UX), particularly in the context of UX design for conversational AI. The speaker emphasizes the need for designers to push the development team beyond their perceived limitations and challenge them to create experiences that are hard, but beneficial for the end user. They also explore the intersection of UX and AI, highlighting how conversational AI can reduce friction for users. The chapter concludes with a conversation with Rob, a UX pioneer, about the changing role of experience designers in the AI-enabled world.