Solution
Human + AI, in that order of responsibility.
AI helps us evaluate experiences at scale. Human judgment checks context, brand fit, and evidence, and owns every conclusion.
- 01
Discover
Review the website, customer journeys, AI touchpoints, brand guidelines, and available customer feedback.
- 02
Test
Run structured scenarios that represent different customer needs and situations.
- 03
Assess
Use AI-assisted analysis to surface patterns, gaps, inconsistencies, and friction.
- 04
Validate
Human review checks context, brand fit, evidence, and how much each finding matters.
- 05
Recommend
Practical improvements to journeys, communication, recommendations, and escalation.
- 06
Present
Findings, scorecard, examples, and a prioritized roadmap, shared in an executive readout.
Human Experience Scorecard
Seven dimensions of a good AI-enabled experience.
Contextual intelligence
Does the experience understand the customer's situation and relevant context?
Human communication
Is communication clear, natural, respectful, and right for the moment?
Personalization
Does it adapt to real needs and preferences, rather than merely inserting a name?
Trust and transparency
Is information accurate, honest, reliable, and clear about its limits?
Customer journey
Does it help the customer move forward without unnecessary friction?
Human connection and accessibility
Can customers reach appropriate human help, and are their needs handled inclusively?
Business effectiveness
Does the experience support the brand's intended customer and business outcomes?
The scorecard is a methodology in development. Each assessment distinguishes observed evidence, AI-assisted analysis, human-validated judgment, and a confidence level. Outcomes such as conversion or retention require customer research or business data, not website testing alone.