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Intercom on Product: Building Software in an AI-first World
How to design standout products in an AI world
Feb 8, 2024
26:24
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Emmet Connolly, VP of Product Design at Intercom, and Molly Mahar, Staff Product Designer at Intercom, discuss the challenges and adaptations of designing for AI systems, including managing unpredictability, handling failure states, building trust, and the importance of patience. They also highlight the significance of onboarding and education in creating standout products in an AI world.
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Quick takeaways
- Designers working with AI products must adapt their approach to accommodate uncertainties and complexities of AI systems, embracing a probabilistic approach and designing around surprises.
- Understanding the role of data in training AI systems, testing and validating early prototypes, and building trust in AI systems are crucial for designers working with AI products.
Deep dives
The Evolving Design Approach in the Age of AI
Designers working with AI products need to adapt their design approach to accommodate the uncertainties and complexities of AI systems. Traditional design processes may no longer be applicable in the context of AI design. Designers must consider additional layers of system design and data, taking into account how users react to AI-driven systems. Embracing a probabilistic approach, designers should expect surprises and learn to design around them. It's essential to understand the role of data in training AI systems and its impact on system outputs. Designers also need to test and validate early prototypes, integrating real data into low-fidelity designs. Building trust in AI systems is crucial, considering that users' levels of trust vary. Designers must provide transparency and explanations for system outputs, leveraging repeated experiences and historical data. Patience is important as implementing AI design can take time due to data and quality considerations.
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