Design Better Podcast Summary

Episode: Bonus Episode: Shani Sandy, VP, Experience Design at IBM, live in NYC for UserTesting's THiS Connect Tour
Release Date: June 17, 2025
Hosts: Eli Woolery & Aaron Walter
Guest: Shani Sandy, Vice President of Experience Design at IBM
Sponsored by: Wix Studio

Introduction

In this bonus episode of Design Better, hosts Eli Woolery and Aaron Walter welcome Shani Sandy, IBM's Vice President of Experience Design. Recorded live in New York City during UserTesting's THiS Connect Tour, the conversation delves deep into the evolving landscape of design, technology, and particularly the integration of Artificial Intelligence (AI) in user experience (UX) design. The episode offers valuable insights into how IBM is navigating the rapid technological shifts and emphasizes the importance of maintaining a human-centric approach in design.

Navigating the AI Landscape in Experience Design

AI as a Tool vs. Designing AI Experiences

Shani Sandy opens the discussion by addressing the persistent question: "What is the human problem to be solved?" (00:01). She emphasizes the necessity of understanding human-centric problems before integrating new technologies like AI. Shani distinguishes between two facets of AI in design:

1. Designing with AI: Incorporating AI tools into the design workflow to enhance productivity and creativity.
2. Designing for AI: Creating AI-driven experiences that users can trust and find valuable.

Shani states, "Our question still remains, what is the human problem to be solved? Dot, dot, dot. How may AI help solve that problem?" (00:01). This approach ensures that technology serves to address genuine user needs rather than driving technological adoption for its own sake.

The Importance of Trust in AI

A significant portion of the conversation centers on building trust in AI-driven experiences. Shani explains that with AI outputs often being unpredictable or untrustworthy, designers must incorporate elements that foster user confidence. Key strategies mentioned include:

• Explainability: Allowing users to understand how AI arrives at its decisions. Shani notes, "Can you explain how the AI came up with the output? Can you design that?" (08:16).

• Confidence Ratings: Providing users with a confidence score for AI responses to help them gauge reliability. For example, "This particular response was scored about 85%." (08:16).

Shani underscores the evolving nature of trust in design, stating, "Designing for trust is going to mean literally every time we're putting out an experience that we have got to understand what that means for the user." (08:16).

Staying Connected to Users

In-Person Engagements and Co-Creation

Shani highlights the importance of direct user engagement in the design process. She recounts recent in-person gatherings where her team participated in co-creation sessions with users. Activities included:

• Need Statements and Empathy Mapping: Tools used to deeply understand user needs and daily challenges.

• Shadowing Users: Observing users in their work environments to gain firsthand insights into their workflows and pain points.

She reflects, "There are no replacements for being in the room together with our users." (12:28). This hands-on approach ensures that design solutions are grounded in real user experiences rather than abstract assumptions.

Hybrid Ways of Working

While embracing digital tools, Shani advocates for a hybrid model that combines remote and in-person interactions. She believes that physical presence facilitates nuanced understanding and fosters stronger connections, which are crucial for effective co-creation and empathy in design.

Blurring Lines Between Disciplines

Multidisciplinary Collaboration

Aaron Walter brings up the emerging trend of blurred disciplinary boundaries, noting how designers are acquiring engineering skills and vice versa. Shani agrees, stating, "It's okay that the lines are blurring... the type of work we're doing now is so multimodal." (16:13). She advocates for professionals to become "multi-hyphenated," possessing a blend of skills across different domains to better tackle complex, multifaceted projects.

Benefits of Cross-Functional Skills

Shani sees the convergence of disciplines as a natural evolution in the modern workplace. She explains, "Our modalities are just more and more evolved and will be more and more varied. So professions should just reflect that." (16:13). This synergy enhances innovation and adaptability, allowing teams to respond more effectively to diverse challenges.

Career Challenges in a Shifting Job Market

Impact of AI and Technological Change

The conversation shifts to the broader implications of AI on the job market. Shani addresses the difficulties faced by professionals in the current economic climate, emphasizing the need for continuous skill development. She advises focusing on:

• AI and Data Skills: Understanding the fundamentals of AI, data structures, and architectures to stay relevant.

• Soft Skills: Enhancing interpersonal abilities such as communication, collaboration, and negotiation, which remain crucial despite technological advancements.

Shani cautions against over-reliance on specific technical skills like prompt engineering, noting that AI tools are rapidly evolving and may soon automate such tasks.

Supporting Job Seekers and Community Building

Shani advocates for community support, encouraging professionals to help one another through networking and referrals. She suggests that designers, with their user-centric mindset, are well-positioned to lead and innovate within the AI space, bringing a unique perspective that balances technology with human needs.

Team Building and Leadership

Empowering Teams

Shani shares a personal anecdote illustrating effective team leadership. During a three-day team gathering in Sofia, Bulgaria, she fell ill but witnessed her team take initiative and drive the session forward without her constant oversight. She remarks, "They did an amazing job... reflective of them understanding that they have as much ownership in where the team goes as I do." (24:54). This experience underscores the importance of fostering ownership and autonomy within teams.

Creating a Collaborative Culture

The success of Shani's team is attributed to establishing clear principles and promoting a culture of collaboration and mutual respect. By empowering team members to identify and address challenges proactively, the team was able to maintain momentum and achieve their objectives despite unforeseen obstacles.

Conclusion

The episode wraps up with reflections on the rapid pace of technological change and the critical role of trust and human-centric design in navigating these shifts. Shani emphasizes the responsibility of designers to ensure that AI technologies are implemented thoughtfully, with a constant focus on solving real human problems. The hosts express gratitude to Shani for her insightful contributions and highlight the importance of continued dialogue and collaboration within the design community.

Notable Quotes:

• Shani Sandy (00:01): "What is the human problem to be solved? How may AI help solve that problem?"
• Shani Sandy (08:16): "Designing for trust is going to mean literally every time we're putting out an experience that we have got to understand what that means for the user."
• Shani Sandy (16:13): "Professions should just reflect that [evolution of modalities]."
• Shani Sandy (24:54): "They understand that they have as much ownership in where the team goes as I do."

Key Takeaways

• Human-Centric Design: Always start with understanding the human problem before integrating new technologies.
• Trust in AI: Essential for user adoption; achieved through explainability and confidence metrics.
• Direct User Engagement: In-person interactions and co-creation with users lead to more effective and empathetic design solutions.
• Multidisciplinary Skills: Blurring lines between disciplines enhances innovation and adaptability in teams.
• Career Resilience: Emphasize continuous learning, particularly in AI and soft skills, to navigate a dynamic job market.
• Empowered Teams: Fostering ownership and autonomy within teams leads to better outcomes and resilience.

Final Thoughts

Shani Sandy's insights underscore the delicate balance between embracing technological advancements and maintaining a steadfast focus on human needs and trust. As AI continues to reshape the design landscape, the principles discussed in this episode serve as a guiding framework for designers and technologists aiming to create meaningful and trustworthy user experiences.