The work of UX designers is changing in the age of AI according to UX/UI consultants Katia Geisler and Annika Holzwarth, both at Sopra Steria Next in Germany.
User experiences determine the success or failure of products. As such user experience (UX) design is an important tool for shaping experiences that users love. This discipline is currently entering a new era. The trigger: artificial intelligence (AI).
The work of UX designers is changing in the age of AI – in a world in which algorithms are increasingly making decisions for us – and there are a number of exciting trends, developments and perspectives emerging as a result.
Personalisation through artificial intelligence
One of the greatest potentials of AI lies in the personalisation or even hyper-personalisation of user experiences. AI can analyse behavioural patterns and preferences and then tailor digital experiences to individual people. What used to be the same for everyone can now be customised at a reasonable cost. This development leads to higher satisfaction levels and also strengthens user loyalty to a product.
Streaming services such as Netflix and Spotify are already demonstrating the extent to which personalised content can shape everyday life for the better. Algorithms analyse what you watch or listen to and suggest content that perfectly suits your taste. These approaches are just the beginning. In the future, personalisation will extend to many other areas. There will be online stores tailored to individual customers and individual learning platforms that adapt to the life situation, preferences or learning pace of individuals.
Conversational interfaces and natural interactions
Another exciting field is the design of interfaces based on natural language processing. Voice assistants, such as Alexa, Siri or Google Assistant, and intelligent chatbots are changing the way we interact with digital systems. UX designers are faced with the challenge of creating dialogues that feel intuitive and natural while clearly understanding and implementing the user's goals.
In the future, it will become increasingly important for these systems to recognise the context of conversations and adapt flexibly. For example, a well-designed chatbot or virtual assistant should not only be able to carry out simple commands but also understand more complex issues - while appearing authentic and “human”.
Transparency and explainability in AI
Transparency is a key issue for user trust in AI systems. They must be able to understand how decisions are made - especially in complex applications and wherever decisions with a certain impact are involved. UX designers need to develop solutions that explain how and why AI arrives at certain results. This can be done through visual representations, clear text messages or simple explanations that make complex processes understandable.
Explainable AI is not a new discipline. However, the demand for such explainable AI systems will grow. People want to understand how their data is processed, which algorithms are working in the background and how they can control them themselves. Transparent design ensures that AI-supported products are not only effective but also gain the trust of users.
Ethical responsibility in AI-supported design
With the growing use of AI technologies, other ethical issues arise in addition to transparency. UX designers must ensure that the systems they design are fair and responsible. Caution is required, especially when dealing with user data. Data protection and the use of personal data must be clearly regulated and presented transparently so that users retain control over their information.
To avoid discrimination and prejudice, AI models must be based on fair, balanced data sets. This is the only way to ensure that the systems work fairly and take all people equally into account. An ethically responsible design strengthens trust and ensures that AI technologies are used in a technically and morally sound manner.
AI improves inclusive design
Accessibility is a cornerstone of good UX design, and AI offers exciting new possibilities here. AI-powered technologies can make digital products more accessible - for all people, regardless of limitations or disabilities.
Automatic transcriptions can make audio content more accessible for deaf people, while AI-powered screen readers can make it easier for blind people to navigate the web. These examples show how AI can break down barriers and facilitate access to digital products.
However, for these technologies to reach their full potential, it is equally important that AI itself is designed to be inclusive. This means that the needs of all users - regardless of their abilities - must be taken into account during the development process. UX designers have a responsible role to play here. They ensure that technological innovations are truly accessible to everyone.
Emotional intelligence: prospects for the future
In the future, AI will increasingly be able to recognise and respond to users' emotions, which could lead to more empathetic interactions. This development opens up new opportunities to shift the user experience to a deeper, more emotional level.
This could be done by analysing facial expressions and voice, or even by interacting with users on social media. Initial approaches are already showing how AI could recognise whether a person is frustrated or pleased and adapt accordingly.
Although these technologies are still in their infancy, they offer great potential for the future of UX design. In the future, UX designers will need to create tools that enable AI to respond to emotional feedback and adapt the user experience accordingly. For example, an AI-controlled assistant could vary its responses and tone of voice depending on whether the other person is stressed, frustrated or relaxed.
Automation in the UX design process
AI not only has an impact on the user experience, but also on the way designers work. AI can also revolutionise the design process itself. AI-supported tools can automate repetitive tasks - from creating layouts and selecting colour schemes to analysing user behavior. This automation makes the design process more efficient and gives designers more room for creative ideas and strategic considerations.
Despite automation, the creative work of UX designers remains irreplaceable. This is because AI tools offer valuable support that makes it possible to develop innovative solutions without relinquishing creative control. The human perspective remains the central component of design. It is designers who focus on the needs of users and their emotions.
Conclusion: UX design remains a discipline by people for people
The future of UX design will undoubtedly be shaped by AI – from personalised experiences and voice-controlled interactions to visionary approaches such as emotional intelligence. In the age of AI, there is a wealth of new opportunities to make digital products more personalised, intuitive, engaging and accessible.
However, these opportunities also come with responsibility. Designers must ensure that AI systems are transparent, ethical and inclusive - while always keeping people in focus. Because ultimately, it's not just about what AI can do, but also about how it can enrich and facilitate our lives.
The true strength of AI in UX design will lie in creating a balance between technological innovation and human connection. This is the only way to create a digital future that both impresses and builds lasting trust.