UX Field Note

In AI-mediated service, people speak to one listener and are read by another. What changes for disclosure, trust, accessibility and interface design.

AI can make an organisation look more capable while the experience behind that capability drains away. On judgement, learning, and what leaves with the employee.

I built five working frameworks, then removed them. This is the record of why. The idea was reasonable. I had a set of half-formed instincts about research practice, and I thought that naming them — turning each into a small three-move framework — would sharpen them into something teachable and distinct. Working with an LLM…

There are three studies open on my screen. Interviews from a discovery sprint, behavioural data from Contentsquare, a usability session from six weeks earlier. I have read all of them. Not skimmed — read, the way you read something when you know you will need to find the gap between what participants said and what…

This experiment helps inspect short ideas about agentic AI through fixed critical lenses. Rather than simulating an assistant, it reads where delegation compresses context, assumes capability, and leaves hidden recovery work behind. The Lasagna Dilemma works through the same problem on one shopping request.

Why “order everything for a lasagna dinner for four” exposes the limits of agentic commerce: compressed intent, context loss, liability, and what brands still control.