@davidobrien Agreed. For better or worse, we’re entering a new era of AI-based automation. Some people will value the process, some only the output.

I think the key here is that ‘experiences shape mental models, and mental models shape outcomes’. Those who participate in the process will take away more.

As facilitators, we have to choose for ourselves and our stakeholders, what can be automated and where is the experience more important.

@davidobrien

I’ve worked with many clients on wide ranges of research and UX projects.

I like to teach teach teams that ~85% of the value is in the process: first hand experience with end-users, facilitated conversations with other business stakeholders, seeing how new insights in a service blueprint impact what you thought you knew…

But there will always be a subset of people who just want the 2-pager report to get on with their work and trust that somebody else did the process correctly.

@carnage4life

AI to do what?
✅ Save time
✅ Save money
✅ We don't know

...At what cost?
🤫