HUMAN CENTRED AI DESIGN SERVICES

PLAN

DEFINE AI STRATEGY, INITIATIVES, ETHICS INLINE WITH BUSINESS/USER GOALS

AI STRATEGY/ADOPTION MODELS

A modern business will often use a number of AI models or may create a platform that covers more than one model/engine e.g. an AI-powered search platform sits mainly under ‘Customer Interaction’ | ‘Insight and Prediction’ or stretched further a domain-specific AI search engine could also blend into augmentation enhancing how humans think and work – all under a governance initiative to ensure responsible use

SHOW EACH PERSON THEIR VERSION OF REALITY

Personalisation

The Netflix | Amazon approach

INITIATIVES E.G.

Content personalisation | Dynamic pricing | Recommendation systems for products or services

Collaborative filtering | Reinforcement learning | Real-time personalization algorithms

IMPACT

Drives engagement | Conversion | Loyalty

SPEAK | LISTEN | WRITE TO CUSTOMERS

Customer Interaction AI

INITIATIVES E.G.

Chatbots | Voice assistants | AI-powered customer service tools | Sentiment analysis for feedback

Natural language processing (NLP) | Speech-to-text | Large language models (like GPT-based systems)

IMPACT

Extends service capacity | improves response quality when designed with empathy and UX clarity

HELP CREATE TEXT | DESIGN | CODE | VIDEO | MUSIC

Creative & Generative AI

INITIATIVES E.G.

Automated marketing content generation | AI-assisted UX design | Synthetic media production

Large language models (LLMs) | Diffusion models | Generative adversarial networks (GANs)

IMPACT

Expands creative capacity | Reduces production time — but needs clear UX boundaries to avoid uncanny or biased results

THE COPILOT RATHER THAN PILOT

Decision-Support Systems

INITIATIVES E.G.

AI dashboards that suggest next steps | Quality control analysis in manufacturing | Clinical decision support in healthcare

Hybrid models combining machine learning | Symbolic reasoning | Explainable AI

IMPACT

Helps humans make smarter | faster | more informed calls without removing them from the loop

GET THINGS DONE FASTER

Process Automation

INITIATIVES E.G.

Robotic process automation (RPA) | Invoice processing | Scheduling assistants | Data entry bots

Document recognition machine learning models | Email triage natural language processing | Workflow optimization prediction models

IMPACT

Reduces repetitive tasks | Lets humans focus on judgment and creativity

USE PAST DATA TO GUESS THE NEXT MOVE

Predictive Analytics

INITIATIVES E.G.

Demand forecasting | Churn prediction | Risk scoring | Fraud detection

Statistical modelling | Time-series analysis | Neural networks for anomaly detection

IMPACT

Better decisions before problems hit | The “AI as foresight” play

HELP MAKE SENSE OF THE MOUNTAIN OF INTERNAL INFORMATION

Knowledge Management & Insights

INITIATIVES E.G.

Internal search assistants | Automated meeting summaries | Intelligent document retrieval

NLP | semantic search | Knowledge graphs

Turns organizational memory into a usable resource — very relevant for large or complex organizations

WATCH OTHER AI (AND HUMANS)

Ethics | Safety | Compliance AI

INITIATIVES E.G.

Bias detection tools | Compliance monitoring | ‘Explainability’ dashboards

Fairness metrics | Explainable AI models | Governance systems

Reduces legal & reputational risks | Strengthens user trust

TUNE THE MACHINE OF BUSINESS ITSELF

Operational Optimisation

INITIATIVES E.G.

Supply chain optimisation | Route planning | Energy efficiency management | Predictive maintenance

Optimisation algorithms | Reinforcement learning | Sensor-driven machine learning

IMPACT

Saves costs | Boosts reliability | Reduces downtime — especially useful in logistics and manufacturing

SHOW EACH PERSON THEIR VERSION OF REALITY

Personalisation