Q&A: designing AI features that users forgive when they are wrong
A design lead on why her team stopped chasing accuracy alone, the edit-rate metric they track instead, and the small interface changes that halved complaints.
AI product and interaction design
Inês Valente
Inês designed AI features for a fintech app and a writing tool before joining the desk. She writes about agents, latency as a design material and building features that users forgive when they are wrong.
Stories by Inês
Latency budgets for chat interfaces: spend 1.5 seconds on purpose
Users judge a chat feature in the first second and a half. How to split that budget across network, guardrails, retrieval and the model, and what to show while they wait.
Agents need an undo button before they need more autonomy
An agent that is right 97% of the time still makes dozens of wrong moves a day. Reversibility, not accuracy, makes that tolerable. An argument, with a pattern.