Designing the AI experience: what's old, what's new?
Traditional content design assumed predictable, hard-coded copy. Gen AI totally flips the script. While interfaces are shifting toward prompting and conversational flows, the foundational rules of great content still stand. As both a psychologist and a content designer at Zendesk, I’ll break down what we need to reinvent and what we should protect. We’ll look at the wild world of prompt-driven UX, while proving why plain-language principles remain our best tool against chaos. We’ll also chat about the psychology of AI anthropomorphism, managing expectations, and tackling cognitive biases. Come see why content folks hold the ultimate keys to building ethical, clear, and deeply human AI experiences.
UX writer by trade and psychologist by training, now Senior Content Designer working on AI experiences at Zendesk. Experienced trainer, lecturer, and consultant in UX writing; creator of Poland's first AI in UX writing course. After hours: Instagram foodie, local culinary evangelist, fueled by hot sauce and filter coffee.