AI research
We make AI easier to understand, easier to use, and easier to trust
AI is everywhere, but that doesn’t mean it always works for users. Whether you’re developing an algorithm-driven product, a chatbot, or a predictive tool, we help you understand how people interact with AI and how to make those interactions better.
Why AI needs UX
We study how users think about intelligent systems, what they expect, and where things fall apart. Then we give you clear, human-focused insights that help you build smarter, more useful AI.
Our team literally wrote the book on this: AI and UX: Why Artificial Intelligence Needs User Experience explores how to design AI tools that are transparent, inclusive, and usable, from concept to deployment.
What we help you figure out
Trust and transparency
Can users tell what your AI is doing? Do they feel confident relying on it? We explore the signals that build trust and the ones that break it.
Explainability
If your AI makes decisions, can people understand why? We help you design answers that feel honest, helpful, and clear.
Usability
We test your AI-powered tool in the real world to see how people use it. Then we recommend changes to improve flow, reduce friction, and support better decisions.
Expectation vs. behavior
We compare what people expect your AI to do with what it actually does. This helps you close the gap and avoid user confusion or frustration.
How we've improved real AI experiences
Advancing conversational and generative AI
This global, large-scale research aimed to understand user connections with AI characters, drivers of attrition, and the appeal of generative AI tools like ChatGPT. The insights directly informed the client’s conversational AI design and product strategy.
Integrating Human-in-the-Loop AI solutions
We addressed the challenge of integrating Human In The Loop (HITL) AI into products where users were accustomed to purely bot-driven solutions. The research provided actionable insights that informed the development of a premium product, demonstrating how high-quality fulfillment and positive user experiences build trust for complex human-AI interactions.
Ensuring privacy and safety in AI content
We explored global user expectations for privacy and safety regarding false, misleading, or offensive content across platforms and the client’s role in safeguarding against harmful content. The findings provided critical insights for balancing information access with user safety.
Conversational UI research
We help you design chatbots and voice tools people actually want to use
We work with teams who build chatbots, voice assistants, and AI-powered tools. Our job is to figure out how people interact with these systems—what clicks, what confuses them, and what builds trust. Then we help you make the experience smoother, smarter, and more human.
We run live tests, talk to users, and dig deep into how these tools fit into daily life. Whether you’re launching something new or improving an existing experience, we’ll guide you with clear, practical insight so your CUI feels less like a machine and more like a conversation.
What we do for CUI research
User research
We talk to users and observe how they interact with your chatbot or voice UI. We learn what they expect, where they get stuck, and how to improve the flow.
Usability testing
We run hands-on tests and give you actionable feedback that helps improve the tone, clarity, and function of your CUI.
Competitor analysis
We show you where your product stands in the landscape and where it can stand out.
Workshops
We lead sessions that help your team explore trust, inclusivity, and personality in conversational design.
Case study
Shape global AI strategy through user-driven insights
We worked with a global tech company to understand how users connect emotionally with AI chatbots. Across five countries and 1,000+ participants, we identified what builds trust and what drives disengagement. These insights helped the client shape their AI personality design and improve user adoption of their AI platform.
Uncovering global perspectives
We are leaders in using AI tools in UX research, understanding its past and shaping it for today and the future. In early 2023, our team launched a large-scale global study taking the pulse of the global UX research community to understand real and potential human-machine collaborations.
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Why our AI research matters
We’ve done this work for healthcare companies, government agencies, global tech brands, and startups. If you’re working on something AI-powered and people-facing, we’d love to help.