Why Human-Centered Design is Critical to AI-Driven Services

The excitement of artificial intelligence continues. We keep hearing grand promises of a complete re-shaping of organizations and society thanks to big data and AI-powered projects. Media reports on new technical advances, and it's easy to get the feeling that new "artificial minds" are outperforming humans in more and more domains, ranging from healthcare, transportation, logistics, and financial investment, to games and even creativity. At the same time, recent studies estimate that 60 percent of data-driven and AI projects fail to even launch. And we also hear many concerns about the risks with AI, such as robots taking people's jobs and how negative bias can spread fake information that can amplify and distort public opinion.