31-07-2025
Why UI/UX Could Determine Success For AI Systems
Adam Bowen is the CEO & Co-Founder of Tergle, a Y Combinator-backed company building AI agents for audit.
The most sophisticated AI product in the world fails if users can't effectively interact with it. As companies pour billions into AI development, many are discovering an uncomfortable truth: Poor user interface/user experience (UI/UX) design is becoming a primary bottleneck preventing AI being used daily by consumers. This represents a critical blind spot for technology leaders who have invested heavily in AI infrastructure while overlooking the human interface that determines adoption and business value.
For clarity, UI and UX refers to both the visual elements users see (UI) and their overall journey when experiencing the system (UX). In AI contexts, this includes how users discover AI capabilities, understand what the system can do, interpret results, correct errors and build trust in automated decisions.
The Business Case For AI-Centric Design Thinking
Every dollar invested in AI UI/UX design can yield exceptional returns. McKinsey research published in 2018, which tracked 300 companies over five years, found top-quartile design performers achieved 32 percentage points higher revenue growth and 56 percentage points higher total returns to shareholders.
For AI products specifically, usability scores may correlate with adoption rates (registration required). In a study that analyzed user reviews using sentiment analysis, ChatGPT achieved the highest usability scores (0.504 on Android, 0.462 on iOS), while Google's Gemini AI scored lower at 0.016.
I think the companies achieving AI success understand this dynamic. Organizations with high AI maturity may generate higher ROI than those merely experimenting, and the differentiating factor isn't algorithm sophistication—it's user adoption driven by thoughtful interface design that builds trust and enables effective human-AI collaboration.
Essential Principles For AI Interface Excellence
I've found the most successful AI products follow proven design frameworks that prioritize transparency, control and user understanding.
Microsoft's research team, working with 49 design practitioners, developed 18 validated guidelines for human-AI interaction that form the foundation of effective AI UI/UX. These principles address three critical phases: initial interaction (setting clear expectations about AI capabilities), ongoing interaction (providing contextual information and maintaining social norms) and error recovery (explaining failures and enabling user correction).
From my perspective, the most critical yet underappreciated principle is progressive disclosure of AI complexity. Many interfaces overwhelm users with technical details upfront or hide everything behind a "magic" black box. The sweet spot lies in revealing AI capabilities gradually as users build competence and confidence.
Start with simple, high-value interactions that demonstrate clear benefit, then progressively expose more sophisticated features and controls. We are beginning to see this underway with OpenAI and Anthropic adding reasoning traces to their models, allowing users to optionally peek behind the curtain at the AI's thought process without forcing this complexity on everyone.
The Competitive Advantage Of Human-Centered AI Design
We're witnessing the emergence of the third major UI paradigm shift in computing history. After command-line interfaces and graphical user interfaces, AI represents a move toward intent-based interfaces where users describe desired outcomes rather than specific steps. This shift demands new design approaches that balance automation with user control.
Multimodal AI interfaces are gaining significant traction, with Roots Analysis projecting the market to grow from $3.29 billion in 2025 to $93.99 billion by 2035—a 39.81% CAGR. However, I've noticed this represents the most aggressive projection among major research firms, exceeding other credible forecasts. Grand View Research provides the most conservative projection: $2.27 billion in 2025 growing to $10.89 billion by 2030 (36.8% CAGR).
Voice interfaces are moving from novelty to necessity, with an estimated 8.4 billion digital voice assistants in use globally by 2025. Companies like Meta are integrating multimodal capabilities into everyday objects like Ray-Ban smart glasses, creating seamless transitions between voice, visual and contextual interactions.
As I see it, organizations winning with AI understand that technology advantage is temporary, but user experience creates lasting differentiation. AI capabilities will over time commoditize, and then interface design, in my opinion, will become the primary competitive battleground. Users will likely choose AI products that feel trustworthy, understandable and empowering over those that feel opaque or threatening, regardless of underlying technical sophistication.
I think the path forward requires treating AI UI/UX design as a core competency rather than an afterthought. Organizations that master human-centered AI interface design could capture huge value as AI adoption accelerates across industries. Yet those who treat UI/UX as an afterthought may watch their systems gather dust, as users flock to more compelling alternatives.
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