Notes on GenAI, service design and mediated interventions.
Generative AI tools tend to arrive at organizations before there is a clear idea of how to bring them into the work. First comes the access. Then an early trial. After that, the expectation that use …
Usage is easy to measure: clicks, sessions, messages. Change is much harder: a decision that used to take a week and now takes a day, a friction that disappears, a bias that narrows. Adoption is a …
When we talk about generative AI, the focus tends to land on the model. But a model without context is a conversation without memory: it answers, yet it does not understand where it is. Context …
Conversations about generative AI usually start with the tool: which model, which feature, which integration. But an organization does not change because it adopts a model. It changes when a behaviour …
