03-06-2019, 09:48 PM
18 best practices for human-centered AI design
<div style="margin: 5px 5% 10px 5%;"><img src="http://www.sickgaming.net/blog/wp-content/uploads/2019/03/18-best-practices-for-human-centered-ai-design.png" width="100" height="100" title="" alt="" /></div><div><h2 id="7007" class="graf graf--h4 graf-after--h3 graf--subtitle">Eighteen best practices for human-centered AI design</h2>
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<p id="2b9b" class="graf graf--p graf-after--h4"><em class="markup--em markup--p-em">By Mihaela Vorvoreanu, Saleema Amershi, and Penny Collisson</em></p>
<figure id="a8d0" class="graf graf--figure graf-after--p">
<div class="aspectRatioPlaceholder is-locked"><img class="graf-image" data-image-id="1*LmuE8wFS-6GnjIjmumQs7A.jpeg" data-width="2106" data-height="1122" data-is-featured="true" data-action="zoom" data-action-value="1*LmuE8wFS-6GnjIjmumQs7A.jpeg" src="http://www.sickgaming.net/blog/wp-content/uploads/2019/03/18-best-practices-for-human-centered-ai-design.jpg"></div>
</figure>
<p id="60ff" class="graf graf--p graf-after--figure">Today we’re excited to share a set of <a href="https://www.microsoft.com/en-us/research/blog/guidelines-for-human-ai-interaction-design/" data-href="https://www.microsoft.com/en-us/research/blog/guidelines-for-human-ai-interaction-design/" class="markup--anchor markup--p-anchor" rel="nofollow noopener noreferrer" target="_blank">Guidelines for Human-AI Interaction</a>. These 18 guidelines can help you design AI systems and features that are more human-centered. Based on more than two decades of thinking and research, they have been validated through a rigorous study published in <a href="https://www.microsoft.com/en-us/research/publication/guidelines-for-human-ai-interaction/" data-href="https://www.microsoft.com/en-us/research/publication/guidelines-for-human-ai-interaction/" class="markup--anchor markup--p-anchor" rel="nofollow noopener noreferrer" target="_blank">CHI 2019</a>.</p>
<h3 id="06ae" class="graf graf--h3 graf-after--p"><strong class="markup--strong markup--h3-strong">Why do we need guidelines for human-AI interaction?</strong></h3>
<p id="256c" class="graf graf--p graf-after--h3">While classic interaction guidelines hold with AI systems, attributes of AI services, including their accuracy, failure modalities, and understandability raise new challenges and opportunities. Consistency, for example, is a classic design guideline that advocates for predictable behaviors and minimizing unexpected changes. AI components, however, can be inconsistent because they may learn and adapt over time.</p>
<blockquote id="b0dd" class="graf graf--pullquote graf-after--p"><p>We need updated guidance on designing interactions with AI services that provide meaningful experiences, keeping the user in control and respecting users’ values, goals, and attention.</p></blockquote>
<h3 id="86aa" class="graf graf--h3 graf-after--pullquote"><strong class="markup--strong markup--h3-strong">Why these guidelines?</strong></h3>
<p id="a031" class="graf graf--p graf-after--h3">AI-focused design guidance is blooming across UX conferences, the tech press, and within individual design teams. That’s exciting, but it can be hard to know where to start. We wanted to help with that, so…</p>
<ul class="postList">
<li id="1d7f" class="graf graf--li graf-after--p"><strong class="markup--strong markup--li-strong">We didn’t just make these up!</strong> <strong class="markup--strong markup--li-strong">They come from more than 20 years of work. </strong>We read numerous research papers, magazine articles, and blog posts. We synthesized a great deal of knowledge acquired across the design community into a set of guidelines that apply to a wide range of AI products, are specific, and are observable at the UI level.</li>
<li id="1910" class="graf graf--li graf-after--li"><strong class="markup--strong markup--li-strong">We validated the guidelines through rigorous research.</strong> We tested the guidelines through three rounds of validation with UX and HCI experts. Based on their feedback, we iterated the guidelines until experts confirmed that they were clear and specific.</li>
</ul>
<h3 id="03d2" class="graf graf--h3 graf-after--li"><strong class="markup--strong markup--h3-strong">Let’s dive into the guidelines!</strong></h3>
<p id="2050" class="graf graf--p graf-after--h3">The guidelines are grouped into four categories that indicate when during a user’s interactions they apply: upon initial engagement with the system, during interaction, when the AI service guesses wrong, and over time.</p>
<h3 id="4133" class="graf graf--h3 graf-after--p"><em class="markup--em markup--h3-em">Initially</em></h3>
<h4 id="594d" class="graf graf--h4 graf-after--h3"><strong class="markup--strong markup--h4-strong">1. Make clear what the system can do.</strong></h4>
<h4 id="1667" class="graf graf--h4 graf-after--h4"><strong class="markup--strong markup--h4-strong">2. Make clear how well the system can do what it can do.</strong></h4>
<p id="a032" class="graf graf--p graf-after--h4">The guidelines in the first group are about setting expectations: What are the AI’s capabilities? What level of quality or error can a user expect? Over-promising can hurt perceptions of the AI service.</p>
<p id="083a" class="graf graf--p graf-after--p"><strong class="markup--strong markup--p-strong">PowerPoint’s QuickStarter</strong> illustrates Guideline 1, <em class="markup--em markup--p-em">Make clear what the system can do</em>. QuickStarter is a feature that helps you build an outline. Notice how QuickStarter provides explanatory text and suggested topics that help you understand the feature’s capabilities.</p>
<figure id="223f" class="graf graf--figure graf-after--p">
<div class="aspectRatioPlaceholder is-locked"><img class="graf-image" data-image-id="1*fI4OEjbzDx-fp2MkrcXHow.png" data-width="406" data-height="576" src="http://www.sickgaming.net/blog/wp-content/uploads/2019/03/18-best-practices-for-human-centered-ai-design-1.png"></div>
</figure>
<h3 id="b010" class="graf graf--h3 graf-after--figure">During Interaction</h3>
<h4 id="798d" class="graf graf--h4 graf-after--h3"><strong class="markup--strong markup--h4-strong">3. Time services based on context.</strong></h4>
<h4 id="7ff7" class="graf graf--h4 graf-after--h4"><strong class="markup--strong markup--h4-strong">4. Show contextually relevant information.</strong></h4>
<h4 id="e299" class="graf graf--h4 graf-after--h4"><strong class="markup--strong markup--h4-strong">5. Match relevant social norms.</strong></h4>
<h4 id="0e33" class="graf graf--h4 graf-after--h4"><strong class="markup--strong markup--h4-strong">6. Mitigate social biases.</strong></h4>
<p id="af43" class="graf graf--p graf-after--h4">This subset of guidelines is about context. Whether it’s the larger social and cultural context or the local context of a user’s setting, current task, and attention, AI systems should take context into consideration.</p>
<p id="9a12" class="graf graf--p graf-after--p">AI systems make inferences about people and their needs, and those depend on context. When AI systems take proactive action, it’s important for them to behave in socially acceptable ways. <strong class="markup--strong markup--p-strong">To apply Guidelines 5 and 6 effectively, </strong><a href="https://www.wsj.com/articles/a-crucial-step-for-avoiding-ai-disasters-11550069865?redirect=amp" data-href="https://www.wsj.com/articles/a-crucial-step-for-avoiding-ai-disasters-11550069865?redirect=amp" class="markup--anchor markup--p-anchor" rel="nofollow noopener noreferrer" target="_blank"><strong class="markup--strong markup--p-strong">ensure your team has enough diversity to cover each other’s blind spots</strong></a><strong class="markup--strong markup--p-strong">.</strong></p>
<p id="402c" class="graf graf--p graf-after--p"><strong class="markup--strong markup--p-strong">Acronyms in Word</strong> highlights Guideline 4, S<em class="markup--em markup--p-em">how contextually relevant information.</em> It displays the meaning of abbreviations employed in your own work environment relative to the current open document.</p>
<figure id="52d3" class="graf graf--figure graf-after--p">
<div class="aspectRatioPlaceholder is-locked"><img class="graf-image" data-image-id="1*184oA95t85mJnUFPcNQYKw.png" data-width="406" data-height="576" src="http://www.sickgaming.net/blog/wp-content/uploads/2019/03/18-best-practices-for-human-centered-ai-design-2.png"></div>
</figure>
<h3 id="00f4" class="graf graf--h3 graf-after--figure">When Wrong</h3>
<h4 id="71c9" class="graf graf--h4 graf-after--h3"><strong class="markup--strong markup--h4-strong">8. Support efficient dismissal.</strong></h4>
<h4 id="5744" class="graf graf--h4 graf-after--h4"><strong class="markup--strong markup--h4-strong">9. Support efficient correction.</strong></h4>
<h4 id="396c" class="graf graf--h4 graf-after--h4"><strong class="markup--strong markup--h4-strong">10. Scope services when in doubt.</strong></h4>
<h4 id="f757" class="graf graf--h4 graf-after--h4"><strong class="markup--strong markup--h4-strong">11. Make clear why the system did what it did.</strong></h4>
<p id="7352" class="graf graf--p graf-after--h4">Most AI services have some rate of failure. The guidelines in this group recommend how an AI system should behave when it is wrong or uncertain, which will inevitably happen.</p>
<p id="ce13" class="graf graf--p graf-after--p">The system might not trigger when expected, or might trigger at the wrong time, so it should be easy to invoke (Guideline 7) and dismiss (Guideline 8). When the system is wrong, it should be easy to correct it (Guideline 9), and when it is uncertain, Guideline 10 suggests building in techniques for helping the user complete the task on their own. For example, the AI system can gracefully fade out, or ask the user for clarification.</p>
<p id="dc3c" class="graf graf--p graf-after--p"><strong class="markup--strong markup--p-strong">Auto Alt Text</strong> automatically generates alt text for photographs by using intelligent services in the cloud. It illustrates Guideline 9, <em class="markup--em markup--p-em">Support efficient correction</em>, because automatic descriptions can be easily modified by clicking the Alt Text button in the ribbon.</p>
<figure id="bd29" class="graf graf--figure graf-after--p">
<div class="aspectRatioPlaceholder is-locked"><img class="graf-image" data-image-id="1*jpEWJYFmM1e4X3z6tBZjBg.png" data-width="406" data-height="576" src="http://www.sickgaming.net/blog/wp-content/uploads/2019/03/18-best-practices-for-human-centered-ai-design-3.png"></div>
</figure>
<h3 id="6702" class="graf graf--h3 graf-after--figure">Over Time</h3>
<h4 id="92d0" class="graf graf--h4 graf-after--h3"><strong class="markup--strong markup--h4-strong">12. Remember recent interactions.</strong></h4>
<h4 id="4d3a" class="graf graf--h4 graf-after--h4"><strong class="markup--strong markup--h4-strong">13. Learn from user behavior.</strong></h4>
<h4 id="b305" class="graf graf--h4 graf-after--h4"><strong class="markup--strong markup--h4-strong">14. Update and adapt cautiously.</strong></h4>
<h4 id="13b9" class="graf graf--h4 graf-after--h4"><strong class="markup--strong markup--h4-strong">15. Encourage granular feedback.</strong></h4>
<h4 id="1846" class="graf graf--h4 graf-after--h4"><strong class="markup--strong markup--h4-strong">16. Convey the consequences of user actions.</strong></h4>
<h4 id="8908" class="graf graf--h4 graf-after--h4"><strong class="markup--strong markup--h4-strong">17. Provide global controls.</strong></h4>
<h4 id="7d44" class="graf graf--h4 graf-after--h4"><strong class="markup--strong markup--h4-strong">18. Notify users about changes.</strong></h4>
<p id="ac4b" class="graf graf--p graf-after--h4">The guidelines in this group remind us that AI systems are like getting a new puppy: they are long-term investments and need careful planning so they can learn and improve over time. Learning (Guideline 13) also means that AI systems change over time. Changes need to be managed cautiously so the system doesn’t become unpredictable (Guideline 14). You can help users manage inherent consistencies in system behavior by notifying them about changes (Guideline 18).</p>
<p id="b0af" class="graf graf--p graf-after--p"><strong class="markup--strong markup--p-strong">Ideas in Excel</strong> empowers users to understand their data through high-level visual summaries, trends, and patterns. It <em class="markup--em markup--p-em">encourages granular feedback </em>(Guideline 15) on each suggestion by asking, “Is this helpful?”</p>
<figure id="aa19" class="graf graf--figure graf-after--p">
<div class="aspectRatioPlaceholder is-locked"><img class="graf-image" data-image-id="1*vjGTFRdQ1-gLlwlrXEgLFg.png" data-width="406" data-height="576" src="http://www.sickgaming.net/blog/wp-content/uploads/2019/03/18-best-practices-for-human-centered-ai-design-4.png"></div>
</figure>
<h3 id="127f" class="graf graf--h3 graf-after--figure">What’s next?</h3>
<p id="fe3e" class="graf graf--p graf-after--h3">If you’d like some more ideas, stay tuned for another post on this work where we share some of the uses we’ve been working with at Microsoft. <strong class="markup--strong markup--p-strong">We’d love to hear about your experiences with the guidelines. Please share them in comments.</strong></p>
<h3 id="920d" class="graf graf--h3 graf-after--p">Want more?</h3>
<ul class="postList">
<li id="cc68" class="graf graf--li graf-after--h3"><a href="https://www.microsoft.com/en-us/research/publication/guidelines-for-human-ai-interaction/" data-href="https://www.microsoft.com/en-us/research/publication/guidelines-for-human-ai-interaction/" class="markup--anchor markup--li-anchor" rel="nofollow noopener noreferrer" target="_blank">Download and print a set of cards with the guidelines and the accompanying poster.</a></li>
</ul>
<h3 id="52fe" class="graf graf--h3 graf-after--li">Authors</h3>
<p id="5096" class="graf graf--p graf-after--h3"><a href="https://www.linkedin.com/in/mihaelavorvoreanu/" data-href="https://www.linkedin.com/in/mihaelavorvoreanu/" class="markup--anchor markup--p-anchor" rel="nofollow noopener noreferrer" target="_blank">Mihaela Vorvoreanu</a> is a program manager working on human-AI interaction at Microsoft Research.</p>
<p id="c48d" class="graf graf--p graf-after--p"><a href="https://www.linkedin.com/in/saleema-amershi/" data-href="https://www.linkedin.com/in/saleema-amershi/" class="markup--anchor markup--p-anchor" rel="nofollow noopener noreferrer" target="_blank">Saleema Amershi</a> is a researcher working on human-AI interaction at Microsoft Research AI.</p>
<p id="1746" class="graf graf--p graf-after--p"><a href="https://medium.com/@pennymarshcollisson" data-href="https://medium.com/@pennymarshcollisson" data-anchor-type="2" data-user-id="7b414007ddb" data-action-value="7b414007ddb" data-action="show-user-card" data-action-type="hover" class="markup--user markup--p-user" target="_blank" rel="noopener noreferrer">Penny Marsh Collisson</a> is a user research manager working on AI in Office.</p>
<p id="6525" class="graf graf--p graf-after--p"><em class="markup--em markup--p-em">With thanks to our team who developed </em><a href="https://www.microsoft.com/en-us/research/publication/guidelines-for-human-ai-interaction/" data-href="https://www.microsoft.com/en-us/research/publication/guidelines-for-human-ai-interaction/" class="markup--anchor markup--p-anchor" title="(Opens in new window)" rel="noopener nofollow noreferrer" target="_blank"><em class="markup--em markup--p-em">The Guidelines for Human-AI Interaction</em></a><em class="markup--em markup--p-em">: Saleema Amershi, Dan Weld, Mihaela Vorvoreanu, Adam Fourney, Besmira Nushi, Penny Collisson, Jina Suh, Shamsi Iqbal, Paul Bennett, Kori Inkpen, Jaime Teevan, Ruth Kikin-Gil, and Eric Horvitz.</em></p>
<p id="5cfb" class="graf graf--p graf-after--p graf--trailing"><em class="markup--em markup--p-em">Thanks also to Ruth Kikin-Gil for her thoughtful collaboration, and for curating examples for this post.</em></p>
</div>
<div style="margin: 5px 5% 10px 5%;"><img src="http://www.sickgaming.net/blog/wp-content/uploads/2019/03/18-best-practices-for-human-centered-ai-design.png" width="100" height="100" title="" alt="" /></div><div><h2 id="7007" class="graf graf--h4 graf-after--h3 graf--subtitle">Eighteen best practices for human-centered AI design</h2>
<div class="uiScale uiScale-ui--regular uiScale-caption--regular u-flexCenter u-marginVertical24 u-fontSize15 js-postMetaLockup">
<div class="u-flex0"><a class="link u-baseColor--link avatar" href="https://medium.com/@mihaela_v?source=post_header_lockup" data-action="show-user-card" data-action-source="post_header_lockup" data-action-value="33ec98dc9c36" data-action-type="hover" data-user-id="33ec98dc9c36"><img src="http://www.sickgaming.net/blog/wp-content/uploads/2019/03/18-best-practices-for-human-centered-ai-design.png" class="avatar-image u-size50x50" alt="Go to the profile of Mihaela (Dr. V)"></a></div>
</div>
<p id="2b9b" class="graf graf--p graf-after--h4"><em class="markup--em markup--p-em">By Mihaela Vorvoreanu, Saleema Amershi, and Penny Collisson</em></p>
<figure id="a8d0" class="graf graf--figure graf-after--p">
<div class="aspectRatioPlaceholder is-locked"><img class="graf-image" data-image-id="1*LmuE8wFS-6GnjIjmumQs7A.jpeg" data-width="2106" data-height="1122" data-is-featured="true" data-action="zoom" data-action-value="1*LmuE8wFS-6GnjIjmumQs7A.jpeg" src="http://www.sickgaming.net/blog/wp-content/uploads/2019/03/18-best-practices-for-human-centered-ai-design.jpg"></div>
</figure>
<p id="60ff" class="graf graf--p graf-after--figure">Today we’re excited to share a set of <a href="https://www.microsoft.com/en-us/research/blog/guidelines-for-human-ai-interaction-design/" data-href="https://www.microsoft.com/en-us/research/blog/guidelines-for-human-ai-interaction-design/" class="markup--anchor markup--p-anchor" rel="nofollow noopener noreferrer" target="_blank">Guidelines for Human-AI Interaction</a>. These 18 guidelines can help you design AI systems and features that are more human-centered. Based on more than two decades of thinking and research, they have been validated through a rigorous study published in <a href="https://www.microsoft.com/en-us/research/publication/guidelines-for-human-ai-interaction/" data-href="https://www.microsoft.com/en-us/research/publication/guidelines-for-human-ai-interaction/" class="markup--anchor markup--p-anchor" rel="nofollow noopener noreferrer" target="_blank">CHI 2019</a>.</p>
<h3 id="06ae" class="graf graf--h3 graf-after--p"><strong class="markup--strong markup--h3-strong">Why do we need guidelines for human-AI interaction?</strong></h3>
<p id="256c" class="graf graf--p graf-after--h3">While classic interaction guidelines hold with AI systems, attributes of AI services, including their accuracy, failure modalities, and understandability raise new challenges and opportunities. Consistency, for example, is a classic design guideline that advocates for predictable behaviors and minimizing unexpected changes. AI components, however, can be inconsistent because they may learn and adapt over time.</p>
<blockquote id="b0dd" class="graf graf--pullquote graf-after--p"><p>We need updated guidance on designing interactions with AI services that provide meaningful experiences, keeping the user in control and respecting users’ values, goals, and attention.</p></blockquote>
<h3 id="86aa" class="graf graf--h3 graf-after--pullquote"><strong class="markup--strong markup--h3-strong">Why these guidelines?</strong></h3>
<p id="a031" class="graf graf--p graf-after--h3">AI-focused design guidance is blooming across UX conferences, the tech press, and within individual design teams. That’s exciting, but it can be hard to know where to start. We wanted to help with that, so…</p>
<ul class="postList">
<li id="1d7f" class="graf graf--li graf-after--p"><strong class="markup--strong markup--li-strong">We didn’t just make these up!</strong> <strong class="markup--strong markup--li-strong">They come from more than 20 years of work. </strong>We read numerous research papers, magazine articles, and blog posts. We synthesized a great deal of knowledge acquired across the design community into a set of guidelines that apply to a wide range of AI products, are specific, and are observable at the UI level.</li>
<li id="1910" class="graf graf--li graf-after--li"><strong class="markup--strong markup--li-strong">We validated the guidelines through rigorous research.</strong> We tested the guidelines through three rounds of validation with UX and HCI experts. Based on their feedback, we iterated the guidelines until experts confirmed that they were clear and specific.</li>
</ul>
<h3 id="03d2" class="graf graf--h3 graf-after--li"><strong class="markup--strong markup--h3-strong">Let’s dive into the guidelines!</strong></h3>
<p id="2050" class="graf graf--p graf-after--h3">The guidelines are grouped into four categories that indicate when during a user’s interactions they apply: upon initial engagement with the system, during interaction, when the AI service guesses wrong, and over time.</p>
<h3 id="4133" class="graf graf--h3 graf-after--p"><em class="markup--em markup--h3-em">Initially</em></h3>
<h4 id="594d" class="graf graf--h4 graf-after--h3"><strong class="markup--strong markup--h4-strong">1. Make clear what the system can do.</strong></h4>
<h4 id="1667" class="graf graf--h4 graf-after--h4"><strong class="markup--strong markup--h4-strong">2. Make clear how well the system can do what it can do.</strong></h4>
<p id="a032" class="graf graf--p graf-after--h4">The guidelines in the first group are about setting expectations: What are the AI’s capabilities? What level of quality or error can a user expect? Over-promising can hurt perceptions of the AI service.</p>
<p id="083a" class="graf graf--p graf-after--p"><strong class="markup--strong markup--p-strong">PowerPoint’s QuickStarter</strong> illustrates Guideline 1, <em class="markup--em markup--p-em">Make clear what the system can do</em>. QuickStarter is a feature that helps you build an outline. Notice how QuickStarter provides explanatory text and suggested topics that help you understand the feature’s capabilities.</p>
<figure id="223f" class="graf graf--figure graf-after--p">
<div class="aspectRatioPlaceholder is-locked"><img class="graf-image" data-image-id="1*fI4OEjbzDx-fp2MkrcXHow.png" data-width="406" data-height="576" src="http://www.sickgaming.net/blog/wp-content/uploads/2019/03/18-best-practices-for-human-centered-ai-design-1.png"></div>
</figure>
<h3 id="b010" class="graf graf--h3 graf-after--figure">During Interaction</h3>
<h4 id="798d" class="graf graf--h4 graf-after--h3"><strong class="markup--strong markup--h4-strong">3. Time services based on context.</strong></h4>
<h4 id="7ff7" class="graf graf--h4 graf-after--h4"><strong class="markup--strong markup--h4-strong">4. Show contextually relevant information.</strong></h4>
<h4 id="e299" class="graf graf--h4 graf-after--h4"><strong class="markup--strong markup--h4-strong">5. Match relevant social norms.</strong></h4>
<h4 id="0e33" class="graf graf--h4 graf-after--h4"><strong class="markup--strong markup--h4-strong">6. Mitigate social biases.</strong></h4>
<p id="af43" class="graf graf--p graf-after--h4">This subset of guidelines is about context. Whether it’s the larger social and cultural context or the local context of a user’s setting, current task, and attention, AI systems should take context into consideration.</p>
<p id="9a12" class="graf graf--p graf-after--p">AI systems make inferences about people and their needs, and those depend on context. When AI systems take proactive action, it’s important for them to behave in socially acceptable ways. <strong class="markup--strong markup--p-strong">To apply Guidelines 5 and 6 effectively, </strong><a href="https://www.wsj.com/articles/a-crucial-step-for-avoiding-ai-disasters-11550069865?redirect=amp" data-href="https://www.wsj.com/articles/a-crucial-step-for-avoiding-ai-disasters-11550069865?redirect=amp" class="markup--anchor markup--p-anchor" rel="nofollow noopener noreferrer" target="_blank"><strong class="markup--strong markup--p-strong">ensure your team has enough diversity to cover each other’s blind spots</strong></a><strong class="markup--strong markup--p-strong">.</strong></p>
<p id="402c" class="graf graf--p graf-after--p"><strong class="markup--strong markup--p-strong">Acronyms in Word</strong> highlights Guideline 4, S<em class="markup--em markup--p-em">how contextually relevant information.</em> It displays the meaning of abbreviations employed in your own work environment relative to the current open document.</p>
<figure id="52d3" class="graf graf--figure graf-after--p">
<div class="aspectRatioPlaceholder is-locked"><img class="graf-image" data-image-id="1*184oA95t85mJnUFPcNQYKw.png" data-width="406" data-height="576" src="http://www.sickgaming.net/blog/wp-content/uploads/2019/03/18-best-practices-for-human-centered-ai-design-2.png"></div>
</figure>
<h3 id="00f4" class="graf graf--h3 graf-after--figure">When Wrong</h3>
<h4 id="71c9" class="graf graf--h4 graf-after--h3"><strong class="markup--strong markup--h4-strong">8. Support efficient dismissal.</strong></h4>
<h4 id="5744" class="graf graf--h4 graf-after--h4"><strong class="markup--strong markup--h4-strong">9. Support efficient correction.</strong></h4>
<h4 id="396c" class="graf graf--h4 graf-after--h4"><strong class="markup--strong markup--h4-strong">10. Scope services when in doubt.</strong></h4>
<h4 id="f757" class="graf graf--h4 graf-after--h4"><strong class="markup--strong markup--h4-strong">11. Make clear why the system did what it did.</strong></h4>
<p id="7352" class="graf graf--p graf-after--h4">Most AI services have some rate of failure. The guidelines in this group recommend how an AI system should behave when it is wrong or uncertain, which will inevitably happen.</p>
<p id="ce13" class="graf graf--p graf-after--p">The system might not trigger when expected, or might trigger at the wrong time, so it should be easy to invoke (Guideline 7) and dismiss (Guideline 8). When the system is wrong, it should be easy to correct it (Guideline 9), and when it is uncertain, Guideline 10 suggests building in techniques for helping the user complete the task on their own. For example, the AI system can gracefully fade out, or ask the user for clarification.</p>
<p id="dc3c" class="graf graf--p graf-after--p"><strong class="markup--strong markup--p-strong">Auto Alt Text</strong> automatically generates alt text for photographs by using intelligent services in the cloud. It illustrates Guideline 9, <em class="markup--em markup--p-em">Support efficient correction</em>, because automatic descriptions can be easily modified by clicking the Alt Text button in the ribbon.</p>
<figure id="bd29" class="graf graf--figure graf-after--p">
<div class="aspectRatioPlaceholder is-locked"><img class="graf-image" data-image-id="1*jpEWJYFmM1e4X3z6tBZjBg.png" data-width="406" data-height="576" src="http://www.sickgaming.net/blog/wp-content/uploads/2019/03/18-best-practices-for-human-centered-ai-design-3.png"></div>
</figure>
<h3 id="6702" class="graf graf--h3 graf-after--figure">Over Time</h3>
<h4 id="92d0" class="graf graf--h4 graf-after--h3"><strong class="markup--strong markup--h4-strong">12. Remember recent interactions.</strong></h4>
<h4 id="4d3a" class="graf graf--h4 graf-after--h4"><strong class="markup--strong markup--h4-strong">13. Learn from user behavior.</strong></h4>
<h4 id="b305" class="graf graf--h4 graf-after--h4"><strong class="markup--strong markup--h4-strong">14. Update and adapt cautiously.</strong></h4>
<h4 id="13b9" class="graf graf--h4 graf-after--h4"><strong class="markup--strong markup--h4-strong">15. Encourage granular feedback.</strong></h4>
<h4 id="1846" class="graf graf--h4 graf-after--h4"><strong class="markup--strong markup--h4-strong">16. Convey the consequences of user actions.</strong></h4>
<h4 id="8908" class="graf graf--h4 graf-after--h4"><strong class="markup--strong markup--h4-strong">17. Provide global controls.</strong></h4>
<h4 id="7d44" class="graf graf--h4 graf-after--h4"><strong class="markup--strong markup--h4-strong">18. Notify users about changes.</strong></h4>
<p id="ac4b" class="graf graf--p graf-after--h4">The guidelines in this group remind us that AI systems are like getting a new puppy: they are long-term investments and need careful planning so they can learn and improve over time. Learning (Guideline 13) also means that AI systems change over time. Changes need to be managed cautiously so the system doesn’t become unpredictable (Guideline 14). You can help users manage inherent consistencies in system behavior by notifying them about changes (Guideline 18).</p>
<p id="b0af" class="graf graf--p graf-after--p"><strong class="markup--strong markup--p-strong">Ideas in Excel</strong> empowers users to understand their data through high-level visual summaries, trends, and patterns. It <em class="markup--em markup--p-em">encourages granular feedback </em>(Guideline 15) on each suggestion by asking, “Is this helpful?”</p>
<figure id="aa19" class="graf graf--figure graf-after--p">
<div class="aspectRatioPlaceholder is-locked"><img class="graf-image" data-image-id="1*vjGTFRdQ1-gLlwlrXEgLFg.png" data-width="406" data-height="576" src="http://www.sickgaming.net/blog/wp-content/uploads/2019/03/18-best-practices-for-human-centered-ai-design-4.png"></div>
</figure>
<h3 id="127f" class="graf graf--h3 graf-after--figure">What’s next?</h3>
<p id="fe3e" class="graf graf--p graf-after--h3">If you’d like some more ideas, stay tuned for another post on this work where we share some of the uses we’ve been working with at Microsoft. <strong class="markup--strong markup--p-strong">We’d love to hear about your experiences with the guidelines. Please share them in comments.</strong></p>
<h3 id="920d" class="graf graf--h3 graf-after--p">Want more?</h3>
<ul class="postList">
<li id="cc68" class="graf graf--li graf-after--h3"><a href="https://www.microsoft.com/en-us/research/publication/guidelines-for-human-ai-interaction/" data-href="https://www.microsoft.com/en-us/research/publication/guidelines-for-human-ai-interaction/" class="markup--anchor markup--li-anchor" rel="nofollow noopener noreferrer" target="_blank">Download and print a set of cards with the guidelines and the accompanying poster.</a></li>
</ul>
<h3 id="52fe" class="graf graf--h3 graf-after--li">Authors</h3>
<p id="5096" class="graf graf--p graf-after--h3"><a href="https://www.linkedin.com/in/mihaelavorvoreanu/" data-href="https://www.linkedin.com/in/mihaelavorvoreanu/" class="markup--anchor markup--p-anchor" rel="nofollow noopener noreferrer" target="_blank">Mihaela Vorvoreanu</a> is a program manager working on human-AI interaction at Microsoft Research.</p>
<p id="c48d" class="graf graf--p graf-after--p"><a href="https://www.linkedin.com/in/saleema-amershi/" data-href="https://www.linkedin.com/in/saleema-amershi/" class="markup--anchor markup--p-anchor" rel="nofollow noopener noreferrer" target="_blank">Saleema Amershi</a> is a researcher working on human-AI interaction at Microsoft Research AI.</p>
<p id="1746" class="graf graf--p graf-after--p"><a href="https://medium.com/@pennymarshcollisson" data-href="https://medium.com/@pennymarshcollisson" data-anchor-type="2" data-user-id="7b414007ddb" data-action-value="7b414007ddb" data-action="show-user-card" data-action-type="hover" class="markup--user markup--p-user" target="_blank" rel="noopener noreferrer">Penny Marsh Collisson</a> is a user research manager working on AI in Office.</p>
<p id="6525" class="graf graf--p graf-after--p"><em class="markup--em markup--p-em">With thanks to our team who developed </em><a href="https://www.microsoft.com/en-us/research/publication/guidelines-for-human-ai-interaction/" data-href="https://www.microsoft.com/en-us/research/publication/guidelines-for-human-ai-interaction/" class="markup--anchor markup--p-anchor" title="(Opens in new window)" rel="noopener nofollow noreferrer" target="_blank"><em class="markup--em markup--p-em">The Guidelines for Human-AI Interaction</em></a><em class="markup--em markup--p-em">: Saleema Amershi, Dan Weld, Mihaela Vorvoreanu, Adam Fourney, Besmira Nushi, Penny Collisson, Jina Suh, Shamsi Iqbal, Paul Bennett, Kori Inkpen, Jaime Teevan, Ruth Kikin-Gil, and Eric Horvitz.</em></p>
<p id="5cfb" class="graf graf--p graf-after--p graf--trailing"><em class="markup--em markup--p-em">Thanks also to Ruth Kikin-Gil for her thoughtful collaboration, and for curating examples for this post.</em></p>
</div>