Episode web page: https://bit.ly/4gFlEVz ----------------------- Rate Insights Unlocked and write a review If you appreciate Insights Unlocked, please give it a rating and a review. Visit Apple Podcasts, pull up the Insights Unlocked show page and scroll to the bottom of the screen. Below the trailers, you'll find Ratings and Reviews. Click on a star rating. Scroll down past the highlighted review and click on "Write a Review." You'll make my day. ----------------------- In this episode, Michael Dominic, Head of AI at UserTesting, and Mike Mace, a seasoned tech industry veteran, delve into the transformative impact of artificial intelligence on the workplace. From the evolution of AI to strategies for effective implementation, they explore how organizations can harness this powerful technology to drive productivity, innovation, and competitive advantage. Key Takeaways: The Two Waves of AI Hype: Explore the rise and fall of conversational AI tools during the first hype cycle (2015–2019). Learn how OpenAI's ChatGPT launched the second wave of rapid adoption in 2022. AI Adoption at a Glance: 66% of knowledge workers globally use generative AI tools like ChatGPT, making this the fastest adoption of a major tech product in history. Despite high adoption rates, only 20% of users maximize AI's potential as a daily productivity tool. Challenges in AI Integration: A significant gap in training leaves most users underutilizing AI. Companies must implement deliberate training and governance to reap the full benefits. Humanizing AI Interactions: Discover how users judge AI chatbots like they would human interactions—emphasizing tone, phrasing, and emotional resonance. Understand the importance of aligning AI interactions with brand voice and values. Strategies for Success: Choose the right AI model for your business needs. Set clear data governance policies to ensure security and compliance. Establish training programs to help employees integrate AI into their workflows effectively. Treat AI as a partner in strategy, not just a task-oriented tool. Actionable Insights: For Leaders: Empower your teams with AI training and clear guidelines to unlock its full productivity potential. For Product Teams: Test AI features for usability and emotional resonance to ensure they align with user expectations and your brand identity. For Organizations: View AI as an opportunity for competitive differentiation, not just a security challenge.
Chapter 1: What is the transformative power of AI?
Welcome back to the Insights Unlocked podcast. In this episode, we're diving into the transformative power of AI with User Testing's Michael Dominick and Mike Mace.
In their conversation, recorded at the Human Insights Summit this past October, they will explore how AI is reshaping workflows, the surprising ways people are or are not using AI, and strategies to turn this technology into a competitive advantage. Whether you're an AI enthusiast or just starting on your journey, this episode is packed with actionable insights. Enjoy the show.
Welcome to Insights Unlocked, an original podcast from User Testing, where we bring you candid conversations and stories with the thinkers, doers, and builders behind some of the most successful digital products and experiences in the world, from concept to execution.
All right. Well, thanks, everyone, for joining us today. So one of the hottest topics in customer experience today, of course, is AI, right? It's being talked about everywhere. It's being integrated everywhere. So on that topic, how should we be deploying it into our workflows? How is this going to impact our products? So today, we're going to bring you two perspectives.
The first is deploying AI within your organizations. And then the second is the research, what we've been learning from some of the research that we've been doing on this topic. So my name is Michael Dominick. I am the head of AI and user testing. So my job is really all about leading user testing through this AI transformation.
Joining me today is my colleague and mentor for the last several years, Mike Mace. Mike, do you want to introduce yourself?
yeah so hi i've been with user testing for about 10 years and been in the tech industry for my entire career and one of the things that's been uh really interesting is watching how new technologies evolve and get deployed and how the industry's changed and now ai is doing it again with uh with another thing and so i've been working on a study about how are people responding to it what's going on or maybe some lessons for companies
So I'm going to share some stuff about that. You know, Mike, you've got a background specifically in multiple generations of AI within the tech industry. I think it would be great if you could start off, give us a little perspective on that history.
Yeah, sure. So, you know, as I talk about this in user testing, as I talk about this with other organizations, I'm finding that it is helpful for folks to understand like what that context is. So we all know we're in a big hype cycle right now with AI. I think what a lot of folks don't realize is that this is the second big hype cycle on AI in the last 10 years.
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Chapter 2: How have AI tools evolved over the years?
they're putting ai on everything and they're figuring out aggressively how to use it throughout their work they're changing their work patterns for it and they're getting big increases in productivity they're the ones who report that they're saving more than an hour a day on their work which is a huge jump in productivity everybody else is treating ai as a casual thing that they use for occasional tasks maybe like oh it helps me edit my emails before i send them out but they're not generalizing the usage and they're using it much less frequently
So the question is why? What's going on with these people? So we looked at the 20% who are really dedicated to using it. Are they early adopters? Nope, doesn't correlate actually, to my surprise. Are they people in a particular job role? No. Are they in a particular age group? No. Are they a particular gender? No. In a particular country?
Eh, there's a little bit of linkage there, but really not enough to explain it. So we were really scratching our heads about this, and what we finally realized is The people who are the dedicated users are the ones who've been able to figure out on their own that they should use it as a generalized personal assistant.
And nobody else is understanding that because, second big surprise, nobody's training them on this stuff. So another question we ask is, how much training did you get and who did the training for you? And the usual answer was, well, I went and watched some videos on YouTube, you know, and that's about it. Or I just, I talked to some friends.
The percentage of people who are getting formal training from either their employer or from the chatbot vendors is really, really low. And so what you're seeing is there are some people who are capable of figuring this out on their own, and those are the 20%, and everybody else is not figuring it out. And as a result, they're not getting most of the benefits that they could potentially get.
So that one has big implications for the companies who are building these bots around what they need to do to drive the next wave of adoption. It has big implications for all of us if our companies are doing AI features, like making sure they understand how to do it. I think it even has implications back to those of us who are trying to democratize user research.
because actually I'd say Michael you know you said oh it's different you know AI is different from like deploying UT I'd say we sometimes see when we try to democratize cases where we've got a really powerful tool people don't understand how to use it so if you go to a non-researcher and you just hand them a UTC and you don't do any enablement or training about how they're supposed to use it chances are they're not going to be very successful so I feel like what we're seeing with AI is a principle that's important to all of us as we're rolling out products
And it's that don't be naive about the ability of people to figure out how to use a powerful new technology. But it especially applies to AI because it's so powerful and it's so different.
Yeah, I mean, their current stuff. I think that's a really good point. So one of the things I always talk about is like this is change management, right? Like this is not just deploying simple software. This is absolutely like changing the way that we work. I think the democratization of research is a really good example of that, right?
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