The connection puzzle: Why customer service AI isn’t reducing human support needs
Despite decades of digital transformation promises, human customer service interactions have grown by 2% annually. Discover why customer service AI consistently fails to replace human connection and the ethical questions this raises.
Both sides now: bridging the gap between government AI readiness and AI citizen experience
A content designer explores the critical gap between GDS’s focus on AI implementation and the essential considerations for creating positive AI citizen experiences in government services.
Building trust in AI government services: a content designer’s perspective on ethics, transparency and trauma-informed approaches
A government content designer explores how to build trust in AI-driven public services through trauma-informed approaches, transparency and ethical design principles.
The AI workplace paradox: why employers simultaneously expect miracles from technology while devaluing the humans who use it
Analyse the contradictions in the WEF Future of Jobs report where employers simultaneously predict AI transformation whilst expecting humans to show more creativity and resilience – all for less pay and recognition.
AI in user research: the brutal truth about what works and what doesn’t
Discover how AI can transform your user research and testing process while avoiding common pitfalls. Learn a practical framework for using AI responsibly in content design, with real-world examples from GOV.UK and Environment Agency projects. Honest insights about AI hallucinations and where artificial intelligence genuinely enhances research outcomes.
Trauma-informed content and AI: AI isn’t replacing empathy in content design – it’s amplifying it
Trauma-informed content can be produced with the help of AI tools without risking secondary trauma to the content designer or content strategist.