Does hearing “Do you want fries with that?” change if a robot says it?
Today, companies are trying to answer the question of how artificial intelligence (AI) will transform the face of their user experience. They’d better hurry: 78 percent of businesses plan to implement AI or virtual-reality solutions by next year—or have already implemented them.
Their hope? That this paves the way toward better user experiences.
What will top-tier interactions look like in a few years? Current research in this area might provide some idea: an MIT Technology Review report found that automated systems already resolve between 25 and 50 percent of today’s customer inquiries, and this number will only grow. Read More
Recent months have brought an extraordinary number of simultaneous crises—from the global pandemic of COVID-19 to high unemployment and economic uncertainty to systemic social injustices. Any one of these events alone would be destabilizing. Taken together, they place individuals and societies under unprecedented strain.
More than ever, empathy matters. More than ever, user experiences matter. Even as some states and countries lift restrictions relating to COVID-19, for the foreseeable future, we’ll have significant limitations on our personal interactions and experience potential challenges in meeting our foundational needs. As many essential activities have, by necessity, gone online or transitioned to virtual formats, UX designers now have a unique role to play in the changes occurring in the everyday lives of millions of people. With that power comes responsibility. Read More
Many people seem to think of user experience as a controllable outcome of a design process—as though it were something at which you can throw minds, designers, and builders with the goal of understanding and manipulating a person’s experience of a product or service. In fact, user experience is often thought of as defining and managing a person’s experience of a product.
But your product doesn’t define a user’s experience. That person’s own behavior, attitudes, and emotions do. Thus, user experience is a feeling. In reality, it’s even more than that, but if you start with the idea that user experience is a feeling, you’ve already made progress toward really understanding user experience. Read More