Generative AI And User Experience: Where It Goes Right

Generative AI (GenAI) has arrived. In just a few years, it has redefined what’s possible—making the complex feel effortless and putting the previously unattainable within reach.

Its rapid integration into the programs and platforms we use at work and home is also fundamentally increasing expectations for a simple and intuitive user experience (UX). This means it’s more important than ever for companies to understand the benefits of integrating GenAI features into their platforms. And GenAI isn't slowing down; it continues to rewrite the rules on an almost daily basis.

UX As We Once Knew It

UX practices are built on a foundation of creating seamless and innovative user experiences. Designers have always focused on reducing cognitive load through learnable, memorable, and efficient interfaces. While UX consistently targets usability, early UX pioneers couldn’t have imagined the sweeping changes that have occurred in the short time that GenAI has been on the scene.

The constant quest for improvement, while meeting diverse user needs, continues today. However, many of the most widely used business tools have unintentionally created a burden for their users. It takes time for employees to achieve a basic comfort level with each platform required for everyday business. People need to confront this learning curve almost every time a company adds a new tool to their tech stack or when a platform goes through a significant update.

These traditional user interfaces are filled with extensive menu options, complex navigation systems and unique labeling systems. Up until recently, the typical worker has accepted that even a basic task like finding a spell checker or inserting a graph requires discovery and learning via trial and error—exploring menu options with the hope of finding the capability they need.

Simplifying Usability With Help From GenAI

Generative AI represents a transformative shift in how each of us interacts with digital tools and offers a better chance at successful outcomes. Essentially, AI acts as a behind-the-scenes enabler—making technology more responsive, intelligent, and user-friendly. This allows users to focus on their goals rather than the tools they’re using.

By simplifying the interface to a text prompt field, GenAI can organize data, generate information and even take actions on the user’s behalf. Here are three approaches for utilizing GenAI’s game-changing and customer-centric solutions:

• Save time generating advanced formulas by describing their desired outcome in plain language. This takes the need for specialized skills out of the equation.

• Ask questions like, “Which projects are over budget?” and receive auto-generated charts and insights. Expertise in data visualization tools is not required.

• Handle advanced features like creating unique formatting rules. An example we’ve found popular with Smartsheet is configuring a sheet to manage different projects. You can provide information in your own words for work like marketing campaigns, store openings or clinical trials, and the software will create a sheet with the ideal set of columns. Our UX no longer requires users to know where the formatting menu option is. We’ve found this helps both first-time and experienced users. 

The list goes on, and the opportunities are only limited by the user’s imagination. 

A User Engagement Breakthrough

I’ve always believed that the best use case for computing is to allow humans to do what humans are brilliant at, while machines take care of the tedious work. That’s what makes people happier and teams more productive. GenAI takes it to another level.

We have only just begun a major paradigm shift. The best practices for engaging users on your platform are not just evolving—they’re leaping forward. It reminds me of the revolution that Google Search brought to information retrieval. It’s hard to remember, but search engines once required users to map their queries to predefined categories and an elaborate taxonomy. Google changed the game by replacing this complexity with the simplicity of a text-based search interface.

Similarly, GenAI is set to replace traditional, structured interfaces with intuitive, natural language-driven interactions. This eliminates the need for users to navigate menus or carry the burden of remembering specific labels. Instead, they can describe their intent, and the system interprets and executes their commands. This capability not only reduces cognitive load but also democratizes access to advanced features. No matter their familiarity with the application, users are empowered to do even more than before.

An AI Look Into The Future

Generative AI is now an integral part of UX, and companies must prioritize its seamless integration into their workflows. By aligning GenAI capabilities with real-world needs, businesses can create platforms that not only deliver value today but also foster the innovative mindsets required for tomorrow.

As we continue to find new ways to introduce Gen AI into the user experience, organizations of all sizes have an opportunity to harness this technology to simplify processes, enhance productivity and create UX that truly meet customer demands.