Automate wisely

Determine if AI adds value

AI is better at some things than others. Make sure that it’s used in a trustworthy manner and is the right technology for the user problem you’re solving. Introducing AI always introduces a level of risk into your product; understand potential negative consequences before you design it into your product.

The Inclusive Panda framework can help you think about unintended consequences, and the AI Value Canvas can help evaluate benefits.

Give your users a way to move forward even when the system fails or offers poor quality output. Provide them with enough context to understand what went wrong and how they can continue.

Automate more when risk is low

Consider user trust and the stakes of the situation when determining how much to automate. Provide friction when the cost of being wrong is high. Anticipate where errors can be extra costly and use a lower level of automation to mitigate the risk. Use the Levels of Automation framework to map different options.

Automate in phases to progressively increase automation

Learn from the errors and feedback before increasing automation. Maintaining control over automation helps users build trust and correct when things go wrong.