In this episode, we’ll change gear a little bit. We’re discussing the role of human-centered design and its relation to data-driven services. We'll talk about how to consider users' mental models and expectations in our designs, how we move from rule-based tools to probability-based user experiences with "agentive" technology. We'll also talk about how to convey AI capabilities to the user gradually as they start using the service, and how to manage take-back and handoff between the system and the user. Important factors to consider is the "human-like" qualities in an AI-powered service and how we can achieve transparency and be able to explain the different service experience outcomes in different situations. Pontus will talk about this (and other things!) with Gustav Martner, CEO at ICA Reklam and founder of Digital Reliance.