Trust Is the Real Design Challenge in the Age of AI: On 10 September, Cognit Consulting Co-Founder Aveek Majumdar joined Human Factors International and InfoTrek (Malaysia) for a webinar on Human-Centered AI: Designing Products People Trust.
AI has made building fast. It has not made building the right thing any easier. The first section of the webinar covered the principles behind trustworthy AI. Can users understand why the system did what it did? Can they change it, undo it or override it? And who answers for the outcome? His working rule: AI proposes, the human disposes.
The second section looked at what happens to customer research when delivery moves this quickly. Eight week research cycles cannot support teams shipping in days. The answer is continuous customer learning, a standing community of customers involved throughout the process rather than consulted once at the start. Audience questions kept returning to one theme: where to draw the line on automation.
The question is not what can be automated. It is where removing the human makes things worse for the customer. That is the whole point of continuous customer learning. Design with customers, not just about them, and keep doing it at every stage of your product innovation and renovation workflows.
You can watch the webinar here: