AI, empathy & user trust: Researching AI products | Angelina Amlani | #77

Angie Amlani, Executive Director of Strategy and Research at Metalab, talks about what it really takes to design AI-native products. She covers how UX researchers can navigate AI-specific challenges like user trust and ethics, stay rigorous while working at speed, and build stronger storytelling and systems-thinking skills. She also shares tips for using AI in research for running studies, synthesizing findings, and communicating insights to stakeholders, while keeping empathy at the center of UX research.

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https://www.uxtweak.com/podcast/angelina-amlani-empathy-in-ux-research

Episode highlights

00:02:04 - Advantages of being an agency UX researcher

00:04:20 - Empathy as the core of UX research

00:08:41 - Speed vs. rigor

00:11:04 - Sense-making in working with AI-native products

00:14:34 - Traditional UX research vs. research on AI products

00:16:08 - AI tools Angie recommends for UX research

00:17:52 - Key skills every UX researcher needs

00:20:35 - Communicating with stakeholders

00:22:11 - Working at Metalab

00:24:01 - User trust and AI products

00:28:00 - Summing up

About our guest

Angie Amlani is Executive Director of Research and Strategy at Metalab, the design agency behind digital products like Slack, Uber, Headspace, and Amazon. She helps product teams uncover what users need most, and turn that insight into clear, strategic decisions. With a background in systems thinking and human-centered design, Angie brings focus to the early stages of product and brand development, when direction matters most.

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