I worked with a leading artificial intelligence company that creates intelligent experiences for customers and employees to discover more about how this growing technology fits into our lives.
The primary goal in this study was to find out how far personalization can go before it is too personal. The aim in this is to understand the context and beliefs of people around what amount of information is excessive or intrusive for anyone or thing to know about them and why those people hold such beliefs. The secondary goal is to explore how people look for and receive help and what methods they use to solve their problems.
From this research emerged three themes.
The Bottom Line
In this realm of artificial intelligence there are a wealth of opportunities to make the experience of receiving assistance pleasant and efficient. Efficiency is a large part of the experience and providing immediate delivery of service is essential. If the phone is going to be faster, inform individuals to call instead of using online services. People want to control when and how they receive help to make it work for their own agenda and this control extends to customizing their personal privacy settings.
Allowing people to customize the level of help and explaining the associated privacy implications with each level is a way to build trust and provide desired services. Let people control what they are sharing and inform them of how their data is being used, as transparency is greatly valued in all aspects of the experiences with artificial intelligence. There is also a point about pushing unsolicited help to people in that the timing of that help does not necessarily need to be relevant and at times it should in fact be randomized.
Card Sorting Activity
In this exercise please order these scenario cards from what you consider to be the most intrusive and least intrusive to your privacy. Next, I will ask you to order these in terms of being the most helpful to least helpful.
Questions Shown On Cards:
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