Two things you’re testing at once
When you test an AI feature with real users, you’re actually testing two different things at the same time.
Usability: can users figure out how to use the feature? Do they understand what they’re looking at? Can they complete the task they came to do?
Trust: do users believe what the feature is telling them? Do they feel safe acting on its outputs? Will they come back tomorrow and use it again?
Standard usability testing covers the first. AI features need more — because trust is a separate question that traditional UX testing doesn’t usually surface. A user can navigate the interface perfectly and still not trust what comes out of it. That’s a different problem, and it needs its own kind of test.
What good AI usability testing looks like
The standard moves...
