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

Problem

Research

Solution

Use Cases

Impact

BTS

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.