Building Trust in AI with UI
Timeline
2 months
Keywords
AI, UI Redesign, Research
Type of Project
UX Internship
Sponsor
Capillary Tech
Some details modified due to NDA
TLDR;
Redesigned the UX of 'Zero', an AI marketing tool, to bridge the trust gap between marketers and AI recommendations. Created transparent interfaces and user flows that explain AI decision-making, transforming automated suggestions into collaborative marketing solutions.
Reading time:
4 minutes
a marketer's day in life
A demanding day ahead, as marketers navigate through customer data and campaign decisions. Zero, the AI assistant, was introduced to simplify their workflow and provide data-driven recommendations.
Instead, they return to spreadsheets and manual analysis, reluctant to trust the AI suggestions.
The Problem
Held back by Bias
Read the Research Report ↗
research & discovery
Problems Identified
Though AI tools like Zero were introduced to simplify marketing decisions, users are hesitant to trust automated recommendations, preferring manual processes despite the increased workload.
General lack of confidence
Marketers want trending info and graphs to gain an overall view of their campaigns, hence, it is difficult for them to break their existing mental model and rely on Zero.
Assessment of safety and reliability
Zero’s recommendations are often overlooked since there is no way of knowing how accurate it is or if it is safe to work with
Lack of Transparency/visibility on performance
Marketers don’t know whether how Zero works and whether it works properly or not, they look at it as a “black box”, resulting in lack of trust
Meet our Protagonist- Rishi
Rishi manages daily campaigns, from planning to optimization, ensuring smooth, effective, and high-performance marketing outcomes. He tackles fragmented analytics, complex data sets, and handles multiple channels while making time-sensitive decisions.
solution
AI Pattern Cards
After the research, the I identified the common themes and patterns. These patterns were then categorized into higher level themes
Explainability
Transparency
Confidence
User Control
Structure of the Card
Transparency
Transparency in AI means revealing the "why" behind decisions. Clear visualizations and metrics help marketers understand and trust its recommendations.
User Control
User control ensures marketers stay in charge. Features like undo and manual overrides make AI a supportive tool that enhances human expertise
Explainability
Explainability turns AI from black box to a trusted advisor. Clear reasoning and data visualizations behind campaign suggestions help marketers understand and trust its decisions.
Confidence
Confidence in AI grows with proven results. Showing success metrics, peer recommendations, and campaign data helps marketers trust AI suggestions are backed by measurable outcomes.
use cases
UI Redesign using these cards
Using these patterns, a user flow was redesigned
IMPACT
Designed AI-Pattern Cards
20+ screens
10+ pattern cards for future
use and consistency
24% increase
in Zero AI usage after the AI redesign
Redesigned possible workflows and edge cases for Zero-AI Capillary Tech