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.
What we help you figure out
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.
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.
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.
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.
We wrote the book
Our practice has been focused on the symbiotic relationship between UX & AI for years. Our founding partners published one of the first books on the topic in 2020, based on early work explorations of AI technology, across consumer electronics and healthcare.