Evaluate whether GenAI improves UX or introduces complexity. Often, heuristic-based (IF/Else) solutions are easier to build and maintain.

Scenarios when GenAI is beneficial

• Tasks that are open-ended, creative and augments user.

  E.g., writing prompts, summarizing notes, drafting replies.
  

• Creating or transforming complex outputs (e.g., images, video, code).

  E.g., converting a sketch into website code.
  

• Where structured UX fails to capture user intent.
  

Scenarios when GenAI should be avoided

• Outcomes that must be precise, auditable or deterministic. 

  E.g., Tax forms or legal contracts.
  

• Users expect clear and consistent information.

  E.g. Open source software documentation.
  

How to use this pattern

1. Determine the friction points in the customer journey
   

2. Assess technology feasibility: Determine if AI can address the friction point. Evaluate scale, dataset availability, error risk assessment and economic ROI.
   

3. Validate user expectations: 

   • Determine if the AI solution erodes user expectations by evaluating whether the system augments human effort or replaces it entirely, as outlined in pattern - Augment vs. automate.

   • Determine if AI solution erodes pattern - Leverage Mental model