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. [MUSIC PLAYING] 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. [MUSIC PLAYING]

Serendipitous Design | AI UX | Intel Software
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