Enterprise Software & UX - The Thinking Lens

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Enterprise Software & UX

A collection of 7 posts

The ChatGPT Report and The Enterprise Blind Spot

Human-AI Collaboration

The ChatGPT Report and The Enterprise Blind Spot

OpenAI’s ChatGPT usage report is consumer-only, so enterprise signal is skewed. Still clear: AI is a copilot. Writing dominates, most of it editing. Younger users drive volume; older pros drive work. B2B: prioritize decision support, co-creation, embedded copilots, governance.

Beyond the Dashboard | Principle 5: Focus on Adoption, Not Just Delivery

Data-Driven Decision Making

Beyond the Dashboard | Principle 5: Focus on Adoption, Not Just Delivery

Shipping is overhead; adoption is the asset. In B2B, features stick and removal is costly, so prevent bloat. In B2C, unused features fuel silent churn. AI can surface adoption signals, not define value. Lead by asking: what delivers outcomes, not what shipped. Treat non-adoption as debt. Measure it.

AI Doesn't Hallucinate. It Makes Mistakes.

AI Governance & Risk Management

AI Doesn't Hallucinate. It Makes Mistakes.

Calling AI errors “hallucinations” humanizes machines and inflates expectations. Language is the UI for trust; misuse becomes a shipped bug with churn, support cost, and legal risk. Treat wording like code: define terms, show process, and label errors precisely.

Beyond the Dashboard | Intro: Why Your Beautiful Dashboards Might Be Making You Dumber

Data-Driven Decision Making

Beyond the Dashboard | Intro: Why Your Beautiful Dashboards Might Be Making You Dumber

We’re obsessed with data, but our dashboards often make us dumber. We track everything yet decide nothing. More data, less judgment. This isn't a tooling issue, it's a thinking one. This 11-principle series shares ideas on how to build judgment in an AI era that demands it.

When Words Lie: The Invisible Risk in Your Product

AI Governance & Risk Management

When Words Lie: The Invisible Risk in Your Product

Words shape trust. Product language isn’t neutral: it trains mental models. “Friend” now means barely acquainted; “I’m thinking...” makes users over-trust AI. Audit copy, cut unearned metaphors, and test for over-trust. Tech runs on tokens; products run on words. Clarity is a trust contract.

Harnessing the IKEA Effect for AI-First Products

Enterprise Software & UX

Harnessing the IKEA Effect for AI-First Products

We love what we build, even when imperfect. That’s the IKEA Effect: effort creates value. In SaaS, let users build: templates, safe drafts, sharing, audit trails, so they feel ownership. Co-create with AI as copilot or constructor. Earn loyalty with portability, not lock-in. Show ownership clearly.

The Illusion of Progress

Data-Driven Decision Making

The Illusion of Progress

Shipping fast isn't progress. Clean backlogs and on-time releases can mask weak impact. When strategy is a slide deck, and success means 'shipped', teams sprint in circles. Progress is learning, behavior change, and clarity. Ask: what are we trying to learn, change, and prove? Then adjust. Not ship.