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How AI Can Inform Your UX Solutions 

Even though artificial intelligence (AI) plays a prominent role in processing data and other technical operations, it’s not always easy to see if AI and UX work together to support user experiences. But AI can be an ideal tool for bridging the gap between business solutions and the people who use them.  

The key is to know which roles AI is well-suited for and then develop use cases according to the user experiences you’re trying to achieve. In this article, we’ll discuss how AI and UX can work in synchronicity.  

AI as an Aid, not a Replacement 

Given the conversational abilities of AI, one may be tempted to use it to replace the customer support element of the user experience. While chatbots do have benefits, overuse can create a gulf between you and your customers, who may reach out to a help desk to talk to a real human. 

Conversely, user experience is vital when someone first purchases a product, so you may want to give AI at least a limited role. For example, you can use an AI-powered chatbot to answer questions about some of the more technical elements of a solution. This would essentially be like giving your customers a talking glossary that helps them understand what different components are and how they work. 

Using AI in this way positions it as an aid to your customer support staff and reduces the number of simple questions they must field each day, which gives them time to focus on solving more complicated issues. 

Personalizing Individual User Experiences 

Because each user produces data when they interact with your solutions, you can use AI to analyze this information and provide insights. You can then use these insights to design personalized experiences for your customers. 

For example, suppose you work for a retailer that has an app customers can use to make purchases and find deals. This is a great opportunity to bring their buying experience into the 21st century. Every time they purchase a product or show interest in one through the app, your system can record data regarding: 

  • How much they spent 
  • How long they browsed certain pages 
  • What they clicked on 
  • How many images they viewed 
  • How long an item was in the shopping cart 
  • The rate at which they abandon products in the shopping cart 
  • Whether they purchase certain items in groups 

An AI-driven solution can consume this and other data and use it to design promotions and advertisements that can pop up on individual user screens. As an example, suppose someone often purchases hairspray and gel at the same time. If your AI system identifies this as a pattern, you can use that data to offer them discounts on combinations of their favorite hairspray and gel products. 

Using Analytics to Improve User App Experiences 

Even the most thoughtfully designed application can be somewhat cumbersome for some people to use. But you can leverage AI to study app usage patterns and then adjust the workflow of the application according to what the AI tells you. 

For instance, let’s say you work for a company that produces an inventory management web application. Users connect to the web app and then enter details about items they’re adding to their inventory. You can collect data regarding the elements of the web app users click on as they perform inventory intake, then use AI to reveal usage patterns. 

You may have several fields for users to enter item information. But the AI may reveal that people often only fill out three of them: Item name, Weight, and Color. Further, these fields are separated by several other columns, so users must tap and drag the page repeatedly each time they input an item. 

Based on this information, you can adjust the app’s workflow by putting these three fields together. Then, you can use AI again to examine how this adjustment impacted the time users spent on the inventory entering page. 

Leveraging user data and AI can produce valuable insights for building a more effective user experience (UX). At the same time, you lift some of the burden off the shoulders of your UX team, freeing them up to find creative ways of supporting customer experiences. 

Partner AI And UX Together

The ability of AI to analyze large amounts of data in real-time makes it an ideal partner in your UX journey. Whether you use AI to provide customers with valuable information or to customize their experiences, you’re saving time and helping your human staff do more with less. 

Ready to start exploring the potential of AI for improving your UX process? Evergreen is ready to help. With our experience building and managing teams of AI experts, we can streamline your next innovation and manage the team we create from start to finish. Start your AI growth with us today.