Practical design review

Make AI humanly
navigable.

Choose one live or planned AI journey. Use these eight commitments to find the friction, protect autonomy and define what needs to change.

Human pace

Is the change introduced with enough explanation, support and time for people to adapt?

Look for phased rollout, clear communications, user testing and support readiness.

Does the journey work for people with different confidence levels, circumstances and abilities?

Look for accessibility testing, diverse research and vulnerable customer scenarios.

Can the system identify heightened risk, confusion or possible external pressure?

Look for proportionate signals, escalation criteria and safeguards against bias.

Is there a named human review process with authority to intervene?

Look for review rights, accountable ownership, audit trails and resourced escalation.

Are fairness, clarity, accessibility, confidence and recovery measured—not only speed?

Look for complaint themes, confidence data, support demand and quality outcomes.

Can people understand where they are, what happens next and how to get help?

Look for clear steps, undo routes, pause and return, human support and channel choice.

Have diverse users, frontline teams and accessibility needs shaped the service?

Look for co-design, inclusive testing, assistive technology and frontline evidence.

Does the experience leave people feeling more secure, respected and capable?

Look for understanding, successful recovery, reduced anxiety and appropriate repeat use.

Workshop sequence

Use this flow with a cross-functional team. Keep the journey concrete and the evidence close to the people experiencing it.

Go deeper

Download the enhanced documentation for the full lifecycle model, use cases, tables and workshop materials.