Dive Club 🤿 Emmet Connolly - Transitioning into the next era of design
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Jun 27, 2025 Emmet Connolly, VP of Design at Intercom, is at the forefront of integrating AI into design for new products like Fin. He discusses how designers will increasingly shape the frontend experience in an AI-first world. Emmet highlights the unique challenges and opportunities for design in navigating user feedback and safety. He also delves into the necessity for designers to embrace coding skills and the evolving process of product development as AI transforms traditional practices. With insights on innovation, he paints a hopeful future for design.
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Intercom's Fin AI Success Story
- Intercom incubated Fin, an AI-native product, within its legacy SaaS business.
- Fin quickly surpassed the core business by leveraging new AI capabilities early on.
Designing Fin's Training Workflow
- Training Fin required designing an iterative analyze, train, test, deploy workflow.
- Making this workflow accessible to many users was a major design challenge.
Manage User Control In AI
- Balance user control over AI system prompts with risk of negative outcomes.
- Determine which advanced AI capabilities should be self-serve or require professional help.
