AI UX—Serendipitous Design
Learn about the duality of your users, and why you should design systems that have consistent behaviors, while still designing for serendipity.
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Loi, D., 2018, Intelligent, Affective Systems: People’s Perspective & Implications, Yogyakarta, Jakarta, Malang, Indonesia
Loi, D., Raffa, G. & A Arslan Esme, 2017, ‘Design for Affective Intelligence’, 7th Affective Computing and Intelligent Interaction conference, San Antonio, TX:
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This is AI:UX, a mini-series focus on 10 guidelines that were created to assist all those that are involved in the design and development of AI-based systems.
I'm Daria Loi, an Intel researcher, and today I talk about guideline number six, design systems that have consistent behaviors, yet designed for serendipity.
In my research, people expressed a fascinating duality. On one hand, they asked for consistency and reliability in their AI-based systems. But on the other, they didn't want to feel predictable, and asked for technology that could enrich their lives, while also surprising them.
One of the research participants shared with me that they don't like the idea of an AI system changing how it acts, based on their behaviors. They said, I need predictability. But added, I want it to have consistent behaviors.
Imagine the consequences if a system enabled you to achieve a specific goal by engaging in the same two steps daily. But suddenly, it requested steps or provided outcomes completely different from what you got used to over time. It would be confusing and frustrating, and you would feel like you were no longer in charge.
Routine matters. And a break in routine is aggravating, as users interpret sudden behavior changes as a lack of consistency. On the flip side, another one of my participants shared their interest in an AI-based system they could listen and adjust things accordingly. When they want to make random decision or a quick adjustment, they expect the system to adjust and be able to enrich their lives, by surprising them with the unexpected. As long as it is within their comfort zones, priorities, and established rules.
Many participants share these sentiments, and this illustrates a duality between wanting AI systems to predict their behaviors, while also being serendipitous. Remember, that human behavior cannot always be predicted. With this duality in mind, it is important to balance these contrasting perspectives in your user experience design.
Thanks for watching. Don't forget to like this video and subscribe. I will see you next week on Tuesday for more AI:UX.
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