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UX World Changing Ideas

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In the Garden of Hyperautomation

  • Artificial Intelligence, Augmented Reality, Behavioral Science, Conversational Design, Customer Experience, Defining AI, Design, UX Education, UX Magazine, UX World Changing Ideas

An odyssey exploring two possible outcomes for civilization as conversational AI takes hold—one brimming with the bright possibilities of user-controlled data, the other, decidedly dystopian.

Article by Henry Comes-Pritchett
IDEAS IN BRIEF
In the Garden of Hyperautomation
  • Henry Comes-Pritchett explores two possible futures of hyperautomation: a self-custodial utopia, and a data-driven dystopia.
  • Comes’-Pritchett takes readers on a journey inspired by a sneak peek at, Age of Invisible Machines, an upcoming book by celebrated tech leader and design pioneer, Robb Wilson.
  • A philosophical treatise starts an odyssey that spans the breadth of possible civilizations, meeting the average people that inhabit them and observing their trials and tribulations.
  • The reader is ultimately left to decide what state of affairs they would prefer, with a call to action inviting those willing to change the world to start doing the work now.
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25 min read
AI Tale of Two Topias

Rewriting Customer Service with Conversational AI

  • Artificial Intelligence, Conversational Design, Customer Experience, Design, Usability, UX Education, UX Magazine, UX World Changing Ideas

Take a deep dive into Gartner’s evaluation of the most important attributes of enterprise conversational AI platforms for customer service from their new Critical Capabilities report. We’ve also got learnings from the top ranked platform’s real-world orchestration of conversational AI, which allowed one national retailer to prop up a new call center and cut their inbound traffic by 50% in just ten weeks. 

Article by UX Magazine Staff
IDEAS IN BRIEF
Rewriting Customer Service with Conversational AI
  • Conversational AI is an inevitable market state and enterprises are in hot pursuit of platforms that will enable them to successfully orchestrate the associated technologies—like NLU/NLP, code-free design, RPA, and machine learning. Gartner’s 2022 Critical Capabilities for Enterprise Conversational AI Platforms report is the first of its kind, providing a comprehensive breakdown of the technical requirements for entering this new paradigm for productivity.
  • The best way to succeed in customer service applications of conversational AI is by incorporating a broad range of channels (touching on every possible way a customer might try to engage with a business) as part of an open system that allows for integration with tools and solutions from other vendors and involves human agents in its operation and evolution.
  • Flexible open platforms allow businesses to rapidly identify and capitalize on the massive opportunities conversational AI brings while adapting their own operations around the fluctuating nature of the associated technologies. In essence, future-proofing their operations.
  • The highest-ranking company in the Customer Service Use case was OneReach.ai. Using their platform for conversational AI, a large national retailer was able to create a new call center and cut their inbound traffic by half in just 10 weeks.
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7 min read
Rewriting Customer Service with Conversational AI - article image

Operator Overloading: An Approach To Ideation

  • Customer Experience, Design, Design Theory, Usability, UX Education, UX Magazine, UX World Changing Ideas

While brainstorming, it is always a good idea to think of as many ideas as possible in the initial stage. Check out one more technique — an “Operator Overloading” approach that might diversify your ideation processes.

Article by Nahush Farkande
IDEAS IN BRIEF
Operator Overloading: An Approach To Ideation

  • The author identifies the term “Operator Overloading” in this context as a brainstorming approach when coming up with product ideas.

  • The steps taken in this approach are as follows:

    1. Jot Down the steps involved in the current process
    2. List the operators in each step.
    3. Make a collection of all the operators from the previous step.
    4. Try to think of optimizations for each operator.

  • The author gives 3 examples of “Operator Overloading” in action:

    1. Prompt: Design an iPad case for a doctor’s office.

    2. Prompt: Design a better way to remember which page you are on in a book.

    3. Prompt: Design an easier way to carry groceries without a carю

  • While the ideas generated using “Operator Overloading” technique might not always be optimal, it can serve as a good starting point in the initial stages of ideation.

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4 min read
Operator Overloading: an Approach to Ideation

5 Ways to Design Better EdTech Products with UX

  • Customer Experience, Design, Design Theory, Usability, UX Education, UX Magazine, UX World Changing Ideas

Learn 5 foundational tips on how to create better learning experiences for the EdTech industry.

Article by Nicole Gallardo
IDEAS IN BRIEF
5 Ways to Design Better EdTech Products with UX
  • The author unpacks 5 foundational tips to help UX designers create better learning experiences for the EdTech industry:
    1. Don’t design for EdTech. Design for education, using technology.
    2. Co-create with your learning community.
    3. Learn to speak business.
    4. Look outside of EdTech for inspiration.
    5. Diversify your experiences.
  • Designers need to remember that advancing the quality of UX design and advancing the industry standards themselves is a shared responsibility.
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8 min read
5 Ways to Design Better EdTech Products with UX

Design Trends 2022 (and beyond)

  • Customer Experience, Design, Technology, UX Education, UX Magazine, UX World Changing Ideas

Future designers need to learn, un-learn and reskill in order to keep up with the ever evolving tech industry. Here are some 2022 trends that might help.

Article by Liviana Popa
IDEAS IN BRIEF
Design Trends 2022 (and beyond)
  • Future designers will need to continuously learn, un-learn and reskill to adapt to the ever evolving tech industry
  • Things to expect from design in 2022:
    • Demystifying UX
    • Striking Simplicity
    • Colorful impact!
    • 3D
    • NFTs
    • AR/VR/ Phygital Tech
    • Web 3.0
    • Remote Working
    • Behavioral Design
    • Neurodesign
    • Sustainability
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8 min read
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