Human-centred Design (HCD) and Artificial Intelligence (AI)
Although I have been talking to organisations about AI for roughly a decade, there is still some reticence to get going. Some organisations start by benchmarking against industry standard and world class AI experiences to get the ball rolling. Others are ready to make conscious decisions about their entire experience ecosystem - how they should use AI to both evolve customer experiences and to support the way their teams work to deliver those experiences.
In addition to thinking about the granular ways to work with and on AI, organisations also need to consider how an AI strategy could impact the following key ethical challenges: equality and discrimination, work and employment, privacy and transparency, economy and marketplace, environment and sustainability, and community and social cohesion.
Each organisation must decide how many questions they want to ask and answer about AI.
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5 Key Steps for integrating AI into Human-Centred Experience Strategy