29. Trust is a Double-edged Sword: AI will Transform Services [Sarah Gold]

Which products and services should we trust? How can brands earn our trust? As we enter the AI agentic era, we’re going to be faced with increasing concerns about trustworthiness. Our guest was described by John Maeda in 2024 as "the great mind of our time for services earning trust."This is episode 29 and we’re discussing: Trust is a double-edged sword: How AI will Transform Services with Sarah Gold. We’re providing you with a roadmap for increasing the trust of your products & services:➤ Importance of civic tech in delivering equitable services➤ Responsibility to focus on helping people and human KPIs➤ Principles for increasing trustworthiness➤ Risk of over-relying on, and trusting services too much➤ AI agents will change our relationship with services & each other Sarah Gold is a digital leader with extensive experience in conceptualising, designing and building trustworthy, high stakes products and services with emerging technologies across private and public sectors. Currently applying this expertise to build and grow Projects by IF, a specialist agency that she founded in London. IF helps clients, including the UK Government, Virgin Media O2 and Telus Health grow in new markets, and deepen existing relationships, through greater customer trust.She advises the Mayor of London's Data for London programme, and the UK Design Council on digital. Her work on legibility of complex systems has won several awards, including Forbes 30 under 30 and The Observer's New Radical.Follow her https://www.linkedin.com/in/sarahtgold/ Find her work and resources https://www.projectsbyif.com/ -------Please make sure to subscribe to our Substack to never miss an episode. On the Design of AI substack you’ll also receive more strategic insights and recommended products.  https://designofai.substack.com/ --------Thank you for listening to the Design of AI podcast. We provide a pragmatic and practical deep dive into what AI can do and how it is transforming industries. We help designers, researchers, and product managers excel in a rapidly changing future.If you find this strategic content helpful, make sure to follow us on your fave podcasting app. It really helps us if you leave reviews.We’re on a mission to collect examples of how you’re using AI to elevate how you work. Share your examples at https://designof.ai --------This episode was hosted by:Arpy Dragffy Guerrero (Founder & Principal Strategist PH1 Research) https://www.linkedin.com/in/adragffy/ Brittany Hobbs (VP Insights, Huge)  https://www.linkedin.com/in/brittanyhobbs/

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