Patterns / Enrolment & Mental Models
On first use of a new AI product or system, set honest and clear expectations of what AI can do and what it can not do. It can feel commercially unintuitive to state what the AI can not do but it will result in a greater experience.
On first use, have the person complete a real task with support rather than watch a tour of the interface. Mental models are built by seeing the AI succeed and seeing where it stops, so choose a first task that meets a genuine boundary rather than one chosen to flatter.
AI products and systems should surface capabilities gradually as they’re need to solve a problem so to give people time to build an accurate mental model before encountering more complex use cases
Use familiar concepts to explain AI behaviour so people can develop an accurate mental model of the product or system.