This chapter covers
- User research and validation for AI products
- Facilitating AI usage and trust calibration
- Managing AI automation, control, and failures
- User feedback collection
- Co-creating with your users
While much of your existing user experience (hereafter, UX) expertise carries over to AI-driven products, they introduce a fundamental shift: uncertainty. Traditional digital products follow deterministic, predictable flows, with limited input/output spaces and consistent behavior. In contrast, AI products often allow open-ended inputs and generate unpredictable outputs, even when given the same prompt. Most critically, AI makes mistakes—it hallucinates, lies, or simply makes wrong predictions. You need to acknowledge that people, including your users, fear uncertainty. Your interface should be designed with unpredictability and failure in mind, ensuring that users understand, trust, and successfully adopt the new experience.