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#105 AI UX is Broken – How Do We Measure a “Good” AI Experience?

2025/3/20

Future of UX | Your Design, Tech and User Experience Podcast | AI Design

AI Deep Dive AI Chapters Transcript

People

Patrice Reinhers

Topics

Patrice Reinhers: 我认为目前AI产品最大的挑战之一是如何衡量其用户体验。传统的UX指标，例如可用性、参与度和任务完成率，在AI产品中并不适用，因为AI系统具有适应性和动态性。 AI产品的用户体验不仅要考虑其功能性，更重要的是要关注其公平性、透明度和可解释性。亚马逊的AI招聘案例就是一个很好的例子，它说明了如果AI系统缺乏公平性和透明度，即使技术上准确，也会导致糟糕的用户体验，甚至造成伦理问题。为了解决这些问题，我们需要重新定义AI的用户体验，并开发新的衡量指标。这包括评估AI系统的公平性、透明度、可解释性以及用户对AI系统的信任程度。此外，我们还需要考虑是否需要为AI产品制定一个通用的UX认证标准，就像无障碍性或安全合规性一样。这将有助于确保AI产品在发布前满足一定的质量和伦理标准，从而提高用户对AI系统的信任度。欧盟AI法案虽然不是直接针对用户体验，但它为AI产品的安全性和伦理规范设定了标准，这在一定程度上也影响了AI的用户体验。然而，该法案也存在一些争议，例如限制过多可能导致创新速度放缓，以及对小型AI公司的不利影响。总而言之，衡量AI用户体验是一个复杂的问题，需要我们从技术、伦理和用户体验等多个角度进行综合考虑。未来，我们需要开发新的评估方法和标准，以确保AI产品能够提供安全、公平、透明和令人信赖的用户体验。

Deep Dive

Chapters

This chapter explores the challenges of measuring AI experiences using traditional UX metrics. It highlights the Amazon hiring AI scandal as a prime example of how biased algorithms can lead to poor UX and the need for a more comprehensive evaluation method beyond technical aspects like accuracy and efficiency.

Traditional UX metrics fail in AI-driven products.
Amazon's biased hiring AI amplified gender bias.
AI needs to be fair, transparent, and user-centered.
Current AI benchmarks focus on technical aspects, neglecting user experience.

Shownotes Transcript

In this episode, we’re tackling a huge question: How do we measure a “good” AI experience?

AI is shaping everything—from hiring decisions to medical diagnoses, from content recommendations to self-driving cars. But here’s the issue: we don’t even have clear UX standards for AI.

💡 If we don’t measure UX in AI properly, we risk building products that are functional but untrustworthy, accurate but unethical, powerful but frustrating to use.

We dive into:

〜 Why traditional UX metrics fail in AI-driven products〜 The Amazon hiring AI scandal—how biased algorithms create bad UX〜 The problem of explainability—why we often don’t understand AI decisions〜 The future of AI UX standards—should there be a universal AI UX certification?

📌 Core Question: Can we trust AI to deliver great user experiences if we don’t even know how to measure them?

Let’s explore what’s missing in AI UX—and what needs to change.

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