How do you design trustworthy AI experiences?
Quick Answer: Design AI as dynamic partnerships, not fixed interfaces. Use the Trust Journey Framework's 5 stages (Formation → Testing → Building → Challenge → Recovery) and Graceful Failure Design principles. Trust-focused organizations achieve 10.3x ROI versus 3.7x average.
- Only 46% globally trust AI systems; Australia shows lowest at 36%
- AI errors are inherent, not exceptions—design for graceful failure
- Trust recovers quickly with consistent performance, but early errors cause severe damage
- Address both end-user and organizational stakeholder concerns simultaneously
Trust-focused organizations achieve 10.3x ROI compared to 3.7x average, 18% higher likelihood of achieving expected AI benefits, and 30% higher customer retention rates. This makes human-centered AI design a competitive advantage, not just an ethical imperative.
Frequently Asked Questions
What are the 5 stages of the Trust Journey Framework?
Trust Formation (first encounters), Trust Testing (reliability checks), Trust Building (deepening reliance), Trust Challenge (inevitable limitations), and Trust Recovery (response to failure).
What is Graceful Failure Design?
A 5-component approach: setting appropriate expectations, making uncertainty visible, providing graceful failure modes, creating transparent remediation paths, and building feedback loops.