Infosys TechCompass #74: Experience design: Toward AI-powered, immersive, and inclusive future

Organizations must offer secure, transparent, and AI-powered interactions to meet heightened user expectations. Experience design understands and harnesses user behavior and preferences to fashion experiences that are not just intelligent and customized, but also deeply engaging. Generative AI has revolutionized the way users engage with digital interfaces.

?The convergence of digital and physical worlds has elevated novel experiences, with customer expectations steadily on the rise. Today’s consumers demand hyperpersonalization and seamless interactions. Organizations face a pressing need to meet the growing demand for intelligent, AI-powered experiences while ensuring security and transparency. AI-powered experiences, particularly generative AI (GenAI), are key to achieve this level of personalization. Experience design analyzes user behavior, preferences, and habits, to create intelligent, personalized, and engaging experiences. Organizations must leverage these technologies to not only understand users’ unique needs and preferences but also to create organic human-like, personalized interactions.

?Several key trends shape how organizations engage with customers and adapt to the changing times. These trends significantly impact user-centric technologies, experience design, and the future workplace. Organizations harness AI-driven content generation, recommendation systems, and predictive analytics, among many strategies.

?Sustainability isn’t limited to consumers, it extends to design principles. Mitigating environmental and social impacts is paramount, and static design falls short. The solution is fluid design that creates adaptable and flexible experiences for seamless transition across devices and contexts. Responsive interfaces and adaptable architecture are just the beginning.

?The call for borderless and inclusive design transcends geographic, cultural, and accessibility boundaries. Inclusivity in design ensures everyone’s engagement with digital and physical environments, which means a more harmonious global society.?

The future of work is more human-centric and phygital (a blend of physical and digital). Enduring remote work environment necessitates ongoing investments in secure, productive, and efficient remote work tools. According to the Infosys Knowledge Institute’s Future of Work 2023, organizations increasingly opt for real-time conversational, chat-based, and VR/AR tools. Digital tool automation is a top-two executive investment priority in the report, and there is good reason for this: AI analytics, extended reality (XR), and other UX technologies unlock human insights and create a smarter, interconnected, and efficient workplace.

Organizations embrace these trends with agility and innovation to meet evolving customer expectations and create a more sustainable, inclusive, and human-centric work environment.

?Read our latest Experience TechCompass to know more.