Design

How Slack’s Product Principles Shape Trust in AI – and Delight

A fundamental truth about human cognition is that people have limited mental bandwidth. When we have to sift through too many options or decipher how something works, we lose momentum. In workplace tools especially, clarity isn’t a luxury. It’s what keeps work moving.

Decorative icons on purple gradient.

Featured Voices

Jorge Mendoza Torres

Ontology Consultant

Palash Dubey

Agentforce Senior Technical Consultant

Niki Bamford

Lead, UX Marketing and Engagement Manager

Illustration depicting question marks, speech bubbles, and network icons to represent brainstorming and problem solving.

Jorge Mendoza Torres

Good ontologies – or good products – don’t start with answers. They start by asking the right questions as part of the design process.

AI workflow diagram, with code visualization, data pipelines, charts, and automation system architecture.

Williams Sonoma wanted a branded welcome message but hit an 800-character limit. Here's how we solved it – and you can, too.

Colorful network diagrams floating above a pair of hands.

Hsiao-Ching Chou

From experience architecture to ontology to context engineering, the decisions that affect usability and adoption are rooted in design.

A young man sits at his desk, working on his computer. He is wearing glasses and a casual orange t-shirt. There are plants on the desk and the image is done in a flat design style.

People expect to interact with AI in a natural way. We designed the builder to enable you to describe the type of agent you want in plain language.

On a green-blue background is an illustration of three women sitting on chairs under a tree. The tree has a network of nodes superimposed on it.

Britta Fiore-Gartland

Understanding the gaps and alignments between human needs and technical feasibility is exactly where research is critical in the agentic era.

A glowing tree of lights representing data and knowledge, with a person standing before it.

Building AI that’s intuitive, collaborative, and trustworthy requires shaping everything a system knows. Asking the right design questions is key.

Illustration of tandem bike with three humans and one bot to signify collaboration.

3 authors

Understanding the patterns of human teamwork can help you design AI systems that support the way people work together.

Illustration of data traveling in waves between monitors, with a person working on a computer in the foreground.

AI requires help to understand information (data) and what it means in the context of your business. Here’s how to bridge that gap.

Illustration of a woman at a desk, with a depiction of connected bits of information in a node-link diagram in the background.

Madonnalisa Chan

AI agents need a structured metadata map to make sense of how information is connected so they can generate meaningful outcomes.

Illustration of person on the left pushing a large puzzle piece into another puzzle piece pushed by a robot.

Michelle Tabart

Design research shows that improving your users’ perception of value is the key to adoption. Learning from AI agent pain points can help.

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