Jasmine Moradi

In the rapidly evolving landscape of technology, Artificial Intelligence (AI) is heralding a new era of product design. However, businesses that neglect the foundational pillars of Behavioral Science, Service Design, and User Experience (UX) Research risk encountering detrimental consequences in their pursuit of creating inclusive products. Let’s explore five examples that illustrate the stark contrast between incorporating UX research and neglecting it, shedding light on the negative effects and outcomes for businesses in the future.

Example 1: Inclusive Accessibility Features

Utilizing UX Research:

• A company investing in UX research identifies the diverse needs of its user base, leading to the incorporation of robust accessibility features in its AI-driven product. This inclusivity enhances the user experience for people with disabilities, broadening the product’s market reach.

Neglecting UX Research:

• A business neglecting UX research skips understanding the nuances of user requirements. The AI product lacks essential accessibility features, excluding a significant portion of potential users. This oversight not only harms inclusivity but also limits the product’s market penetration.

Example 2: Ethical AI Algorithms

Utilizing UX Research:

• A business that prioritizes UX research delves into the ethical considerations of AI algorithms. The research informs the development team about potential biases and ethical concerns, leading to the implementation of fairness and transparency in the algorithmic processes.

Neglecting UX Research:

• Without proper UX research, a company may deploy AI algorithms without considering ethical implications. This oversight can result in biased outcomes, reinforcing stereotypes, and potentially leading to controversies. The negative impact on the brand’s reputation can be substantial.

Example 3: User-Centric Service Design

Utilizing UX Research:

• A business integrating UX research in service design understands the end-to-end user journey. This holistic approach leads to the creation of seamless and user-friendly interfaces, fostering positive interactions throughout the customer experience.

Neglecting UX Research:

• Neglecting service design insights can result in disjointed and frustrating user experiences. For instance, an AI-driven product may excel in one aspect but lack integration with other services, causing confusion and dissatisfaction among users.

Example 4: Personalization Done Right

Utilizing UX Research:

• Informed by UX research, a business tailors its AI product’s personalization features to align with user preferences. This enhances user engagement, as the product adapts to individual needs, providing a more enjoyable and relevant experience.

Neglecting UX Research:

• A company neglecting UX research may implement personalization features without understanding user preferences adequately. This can lead to misguided recommendations, annoying users, and potentially driving them away from the product.

Example 5: Inclusive Language and Design

Utilizing UX Research:

• A business employing UX research ensures that its AI product incorporates inclusive language and design elements. This creates a welcoming and respectful environment for users from diverse backgrounds, contributing to a positive user perception.

Neglecting UX Research:

• Neglecting to consider inclusive language and design can result in unintentional biases or cultural insensitivity in the AI product. This oversight may alienate certain user groups, causing reputational damage and limiting the product’s global appeal.

As businesses embrace the AI-driven future, neglecting Behavioral Science, Service Design, and UX Research can have severe repercussions. The examples illustrated above emphasize that incorporating these foundational principles not only ensures inclusivity but also contributes to ethical AI, seamless user experiences, and long-term brand success. The future of business lies in recognizing the symbiotic relationship between technology and humanity, where user-centric design thinking becomes the driving force behind innovation and growth.

Sources:

• “Inclusive Design and the Bottom Line” – Interaction Design Foundation
• “The Ethics of AI and Discrimination” – Forbes
• “User Experience and Market Success” – Nielsen Norman Group

Image generated from Adobe Firefly.