As AI becomes embedded in more products and services, human-centred design (HCD) is evolving to ensure technology serves real human needs.
The core principles empathy, usability, and inclusivity remain, but new strategies are emerging to address the unique challenges and opportunities AI presents.
Firstly, human-centred design now demands deeper user research and continuous feedback loops. Leading companies like Spotify and Netflix use AI-driven analytics to understand user habits, but still ground their product decisions in qualitative research and empathy interviews. This blend ensures AI solutions are relevant, respectful, and genuinely useful.
Transparency and trust are also at the forefront. Businesses must explain how AI makes decisions and give users meaningful control over their data and experience. Google, for example, provides clear explanations for AI-powered search results, helping users understand and trust the system.
Practical strategies for businesses include:
- Involving diverse stakeholders early in the AI design process
- Prioritising usability and accessibility from the outset
- Designing for explainability and user control
- Continuously testing and refining AI features based on real user feedback
Ultimately, the most successful organisations will be those that treat AI as an augmentation of human capability, not a replacement. By embedding human-centred design into every phase of AI development, businesses can create solutions that are both innovative and deeply aligned with user values.
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