{"id":11119,"date":"2024-10-07T18:20:26","date_gmt":"2024-10-07T18:20:26","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=11119"},"modified":"2024-10-07T18:20:27","modified_gmt":"2024-10-07T18:20:27","slug":"human-computer-interaction-insights","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/eu\/blog\/human-computer-interaction-insights\/","title":{"rendered":"5 Insights on How to Design for Human Users in an AI World"},"content":{"rendered":"\n

Designing today\u2019s artificial intelligence<\/a> (AI) interfaces requires a deep knowledge of human-computer interaction and a curiosity to understand both sides of the equation. Computers need prompts, grounding, and clean data. Meanwhile, there are universal truths about what it means to be human that must be considered when building products.<\/p>\n\n\n\n

\u201cNow that AI is here, what changes and what remains the same?\u201d asked JoEllen Kames. As Salesforce Director of User Experience Design, she leans on both her experience designing for emerging technology and her master\u2019s degree (MDes) in human-centred systems design.<\/p>\n\n\n\n

She encourages anyone designing with AI \u200cto think critically about the human condition. Here are five insights for anyone studying human-computer interaction:<\/p>\n\n\n\n

1. Busy designs overwork human brains. <\/strong><\/h2>\n\n\n\n

There\u2019s a common refrain in UX: Don\u2019t make me think. It\u2019s a reference to the best-selling book by Steve Krug: Don’t Make Me Think: A Common Sense Approach to Web Usability<\/a><\/em>. Now that prompts are a new way to navigate digital products, Kames suggests a second book: Don’t Make Me Ask.<\/em> Infinite choices overwork the human brain.<\/p>\n\n\n\n

Hick\u2019s law<\/a> explains that the more options there are, the longer a human takes to decide. The open prompt field offers too many choices.<\/p>\n\n\n\n

\"Illustration\n\t\t\t\n\t\t\t\t\n\t\t\t<\/svg>\n\t\t<\/button>
An open prompt field is the hero of AI user interfaces today. [Pedro | Adobe]<\/figcaption><\/figure>\n\n\n\n

Instead, a few prebuilt prompts can speed up the user experience and the human-computer interaction. \u201cTake the labour out. Design a user experience that shows the value upfront – even if it\u2019s a glimmer of the value,\u201d said Kames. Today, her work focuses on how AI can help everyone \u200caccess, easily understand, and act on data.<\/p>\n\n\n\n

2. People remember feelings even when they forget details.<\/strong><\/h2>\n\n\n\n

Emotions can leave a lasting impression. While the amygdala and hippocampus also support memory function, \u201cemotion does not always enhance memory<\/a>.\u201d So designs need to create a feeling. Liz Trudeau, Salesforce VP of Cross-Cloud UX, focuses on giving users a feeling of confidence.\u00a0<\/p>\n\n\n\n

Confidence is memorable. It\u2019s a mix of satisfaction, pride, and ability. A user might feel it when they close a sales opportunity or execute a major campaign. \u201cHumans are on a constant search for confidence,\u201d said Trudeau. Her work centres on AI-powered products, from the AI assistant Einstein Copilot<\/a> to the future of work as AI matures<\/a>.<\/p>\n\n\n\n

She acknowledges that getting to that moment of confidence requires overcoming some uncertainty about where to begin. <\/p>\n\n\n\n

3. When people are unsure how to behave, they refer to other people\u2019s behaviour to guide their own.<\/strong><\/h2>\n\n\n\n

This is also known as social proof<\/a>, a theory that gained traction in the mid-1980s. In situations where expectations are unclear, people assume that others know more than they do. For example: When someone wants to find a good restaurant nearby, they look at reviews on Google.<\/p>\n\n\n\n

\u201cRight now, people across industries are afraid of change and looking to each other,\u201d said Yvonne Gando, Salesforce UX Architect. She recognises that practical examples help demystify the benefits of AI.<\/p>\n\n\n

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There’s a connotation that AI is a mystery box<\/p>\n<\/blockquote>\nYvonne Gando, Salesforce UX Architect<\/span>\n