This month, CX Collective Founder Sarah Clearwater hosted a LinkedIn Live with Jeremy Suisted from Mosaic Partners. Their discussion centred around the unique opportunities at the intersection of customer experience and AI, and how we can use this tool to make our lives easier.
Together with Jeremy, the CX Collective is hosting a hands-on, interactive workshop to help experience designers build their AI skills for better outcomes. If you missed the LinkedIn Live event you can still watch it here, otherwise check out the summary below.
To register for the workshop, click here. CX Collective members get a $100 discount.
From Human-Centred Design to AI
Jeremy’s journey into AI has been a long time coming. Ten years ago, Jeremy fell in love with Human Centred Design which he deepened in his Master's in Innovation and later expanded through his consulting practice working for a diverse set of organisations across the Waikato area.
Some years later, he started working at the University of Waikato where he set up a design-thinking school and innovation lab to bring design, students, and business problems together. Like any role, teaching comes with its challenges - and assessment rubrics were Jeremy’s bugbear.
His foray into AI was initially driven by pure curiosity meaning that this task which would normally take him two or three hours, turned into a 4-minute job with the help of AI.
To help others access the benefits of AI, Jeremy now runs Mosaic Partners, alongside his business partner Jamie Moore.
What is AI?
AI is a tool, not a replacement for human creativity, and like any tool it can be used well or poorly. Jeremy says to think of it like having the world’s smartest intern there to assist you. If you had the world’s smartest intern sitting next to you, how would you ask them to help?
He says, don’t get it to do the jobs you love, but get it to help you with the jobs that you struggle with. For example, as part of the design thinking model you might be digging into some thematic analysis and trying to turn customer comments or observations into meaningful insights. He suggests that AI can serve as a second set of eyes, offering additional thoughts or opinions, presenting ideas you might not have considered, and providing alternative phrasings.
How to use AI effectively
So, how do we know we’ve asked “the world’s smartest intern” the right question? Jeremy says that one of the first steps they teach in their workshops is if the answer doesn’t feel right then you need to change your prompt. He calls it “putting the human back in the loop” and suggests you shouldn’t input a prompt and just use what AI spits out. He suggests to use AI effectively:
Don't replace Google with AI: Google is great for finding specific information, while AI can help you analyse and understand that information.
Write clear and detailed prompts: The better your prompt, the better the results you'll get from AI.
Don't blindly accept AI outputs: AI can be biased or inaccurate. Use your human judgment to evaluate its suggestions. Be mindful of privacy and security when using AI.
How can AI help CX design?
Often in CX design, we are working by ourselves. Jeremy states that using AI can be a second set of eyes. For example, let’s say you’re designing a conversation guide and are going to talk to customers. You’ve designed your conversation guide, you could now ask AI to review it and maybe suggest 20 questions you could use.
He says that one of the amazing things about AI is its ability to recognise handwriting. So, if you’re someone who uses a lot of Post-it or handwritten notes, you can take a photo of these and upload them for transcription. Furthermore, once you’ve conducted customer conversations you can use AI to summarise any key findings. AI can help support CX design in several ways including:
Identifying trends and insights: AI can analyse large amounts of data (text, surveys, etc.) to help you understand customer needs and preferences.
Generating creative ideas: AI can help you brainstorm new ideas for features, content, or communication strategies.
Improving efficiency: AI can automate repetitive tasks, freeing up your time for more strategic work.
Want to know more?
Sign up for the introductory workshop with CX Collective on August 8. Register here.
Learn more about becoming a CX Collective member.
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