Post by Bowtie Life Insurance Company

【Designing Trust: Wrapping up our AI Service Design Workshops with GovStack & PolyU! 🤖🎨】 Can service design be the key to unlocking AI adoption in the workplace? We just wrapped up two incredible workshops with the teams from GovStack and The Hong Kong Polytechnic University School of Design (PolyU Design), diving deep into the human side of AI-led service automation! 🚀✨ While the tech world often focuses on "building" AI, we chose to look through a different lens: How can service design help update AI evaluation frameworks to foster actual staff adoption? 🔍💡 Here’s a look at what we uncovered: Workshop #1: It’s More Than Just Trust! 🤝 Shared experiences between Bowtie Life Insurance Company and GovStack revealed that adoption isn't just about "trusting" an algorithm! It’s about operational coordination, managing the shift in roles, skills, and responsibilities as AI automation replaces, creates, or displaces existing routines! Whether it’s verifying identities or running QA checks, AI changes the very fabric of our daily work! 🏗️🔄 Workshop #2: The "Trust Signals" Framework! 📡 Alongside our peers at The Hong Kong Polytechnic University School of Design (PolyU Design), we put theory into practice using a real Bowtie case study! We mapped out "trust challenges" and identified "Trust Signals" (v1.0) across institutional, operational, and experiential scales! By looking at frameworks like the Google AI Playbook and NIFT, we’re learning how to alleviate friction for end-users, internal teams, and the organization as a whole! 📊❤️ A huge takeaway for us? AI isn't just a tool, it's a change management journey! Shifting from "executing tasks" to "monitoring AI-led impact" requires a new kind of design thinking that keeps the human in the loop! 🎨💪 A massive thank you to the GovStack team, Marc Chataigner (PhD), and the The Hong Kong Polytechnic University School of Design (PolyU Design) team for the brilliant exchange of ideas! We’re heading back to Bowtie with a refined set of tools to ensure our automation journey remains trustworthy, secure, and human-centric! 🥂🎊 #BowtieLife #ServiceDesign #GovStack #PolyUDesign #AIAdoption #InsurTech #Innovation #DesignThinking #TrustworthyAI #MakeInsuranceGoodAgain Anson Heung ‍💻 Gabriel Koo ☁️ Gianna B. Rakshit Jain Susan Wong