My main contribution
Balancing AI Accuracy and Brand Trust
Enhancing Transparency Through Design
Role & Timeline & Company
UI/UX Designer
2024/04-2024/05
MixerBox
Background
Why is AI Trustworthiness So Important?
AI Hallucinations
AI can fabricate facts that don’t actually exist, yet present them in a highly convincing manner.
Generative AI is not designed to provide precise information, nor is it necessary for it to do so. Its underlying architecture was never intended to generate exact details; rather, it aims to produce the answers that humans are most likely to want to see.
A good "experience" is linked to "trust."
Given these persistent challenges, designers and businesses should adopt a user-centered approach to enhance the interaction experience between users and AI. By delivering a good "experience," they can foster a sense of "trust."
Research
AI Patterns for Trust Building
To enhance trust in AI products, here are some strategies based on research findings:
Show Reference Sources
Displaying reference sources for information generated by AI helps users verify the reliability of the content. This approach is highly feasible due to the intersection of technical and product structures, making it a practical solution.
Prompt Transparency
Let users see what is happening behind the scenes. By providing insights into how AI generates responses, users can better understand the process and feel more confident in the technology.
Incognito Mode
Allow users to interact with AI without saving or accessing any personal details. This mode ensures privacy and offers a sense of security, making it easier for users to trust the product.
Memory Control
Enable users to view and manage the personal information that AI stores about them, allowing adjustments based on their preferences. This transparency in handling data fosters trust.
Data Ownership
Give users control over how the model remembers and uses their data. By empowering users to decide on data usage, the product can increase user trust and compliance with privacy expectations.
Why choose to display reference sources?
It is the most feasible option due to the overlap between technology and product structure.
Ideation
Start with three approaches: full display, single-click display, and horizontal scrolling.
User Testing
Insights: Concept A: The first layer displays information that makes users aware of the reliability of the information source.
Concept C: When viewing long titles, the letter length is too short, making it difficult to read.
General Users
They are interested in checking the original information source only if it catches their attention. As long as there is an entry point to view the source, it's sufficient. However, seeing the source will prompt them to click and explore.
Power Users
They habitually check the sources of information. Having reference sources available increases their trust in the content.
final design
Start with three approaches: full display, single-click display, and horizontal scrolling.
Display One Information Source in the First Layer
1
Information Transparency
Using real information to enhance trust at the first layer not only increases reliability but also prevents loading too much information at once.
2
Reducing Information Load
The advantage of not displaying all information at once and showing just one source initially is that loading many resources can lead to excessive waiting times and take up too much screen space. By displaying one source first, users can manually click "More" if they are interested.
Impact
Business Need
Since AI may generate incorrect or fabricated information, it could damage brand reputation and user loyalty. Allowing users to verify the reliability of information on their own not only enhances the user experience but also helps businesses stand out in the competition and gain a market advantage.
Team Goal
Prioritize transparency and information verifiability. In terms of design, consider layering the display of information sources, providing different levels of information presentation to meet the needs of various user groups.
Personal
Challenge
AI is a powerful partner, but not everything it says can be fully trusted. Providing users with more cues to trust during interactions is a crucial aspect of designing AI products.
Next Steps
Long-term Trust Development
Incognito mode
Users can use artificial intelligence without saving or accessing any personal details.
Data ownership
Control how the model remembers and uses your data.
AI companies need more content to train future models, so they offer users the option to opt in (or out) of data sharing.
