Human-centred Design (HCD) and Artificial Intelligence (AI)
Every organisation has the power to make conscious decisions about how they design and deploy AI to both evolve what they do and to mitigate harm to human customers and teams.
How will agentic AI, hyper-personalisation, conversational Interfaces, automation, smarter search, dynamic offers, real-time feedback loops and new modes of brand interaction (to name a few) impact customer experiences? What new products and services could be built to serve those needs? How will every workflow in every team need to change, not just to support those experiences but when using AI tools? What could, should and shouldn’t change based on the organisations capacity and desire to change, their purpose and their values?
In addition to thinking about the granular ways an organisation will work with and on AI, we also need to consider how an AI strategy could impact the following key ethical challenges:
Equality and discrimination
Workplace fairness
The right to privacy
The local economy
The local environment
Social cohesion in the community
Some organisations are looking at responsible AI in terms of how they treat their customers and employees only, whereas others are showing an interest in the bigger role they could play in society as a whole.
Get in touch to discuss the issues your organisation is looking to solve with their AI strategy.
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