Artificial intelligence is becoming a default feature in digital products. From chatbots to recommendation engines, companies are investing heavily in AI to improve customer experience. But here’s the catch: if the AI experience feels confusing or untrustworthy, it can actively hurt conversions. That’s why human-AI usability research is critical.
AI is powerful but fallible. Confusing chatbots frustrate users when they give irrelevant answers or trap people in loops. Over-automation—like applying filters without asking—reduces trust. And when customers cannot understand the logic behind recommendations, they hesitate to buy.
Traditional usability testing focuses on page layout or navigation. Human-AI usability testing goes further. It studies how people phrase prompts, respond to ambiguous results, and recover from errors. The research highlights where the AI experience breaks down and how to rebuild it around customer needs.
Imagine a clothing retailer with an AI assistant. If users get irrelevant outfit suggestions and no option to refine them, they leave the site. A usability study could recommend adding customer feedback tools or simple explanation labels—changes that directly support conversions.
Contact us to evaluate how AI is affecting your conversions.
