User Testing for AI Product Design.

Through focused user testing, I help teams design AI products that earn confidence, fit naturally into real use, and deliver meaningful value.

Users quickly decide how AI interfaces work, how reliable they are, and when to use them. I’ll uncover the misunderstandings, fragile trust, and hidden pitfalls that could be costing you.

Why this matters in AI product design

In AI products, users don’t just interact with interfaces; they interpret behaviour. They form assumptions about what the system understands, how reliable it is, and when it should be trusted.

Once those assumptions take hold, they are hard to undo. This makes early user testing particularly important during AI product design.

Phil Randall (Owner at Userfy)

What Testing AI Products Reveals:

Whether the AI is solving a problem that users recognise.
Where confidence breaks down or goes too far.
When users rely on the AI in unexpected ways.
How well users understand what the AI is doing.
Where the product only works if users behave as expected.
How users react and recover when the AI behaves unexpectedly.

Book a Discovery Call

No sales pitch · No obligation · Just clarity

A short, structured conversation to understand what you’re building and where uncertainty sits in the AI experience.

We’ll discuss:

The role AI plays in your product.
Your most important user assumptions.
Where decisions need to be supported by user evidence.
Whether user testing would meaningfully shed light and reduce risk.
When user testing would deliver the most value.

If testing isn’t the right next step, I’ll say so.

Not only did Userfy inform the redesign of core customer journeys, but it was also a catalyst for us to re-evaluate our customer experience design principles.

Chief Customer Officer - Blenheim Chalcot

Userfy Services in AI Product Design

Teams use this work at various stages of design and development.

Testing Early AI Designs and Prototypes

Which AI approach should we build?

For when teams want to test early prototypes and key assumptions before AI behaviour is built into the product.

Helps teams decide:

Whether the AI is solving a problem users actually care about.
How clear and credible the AI offering feels.
Where and why users hesitate or disengage.
The remaining uncertainties and questions users have.

Typically involves:

Remoted moderated testing of early concepts, flows, and framings with real potential users.
Close observation of user behaviour and reaction.
Practical guidance on what to pursue or refine, and clear evidence to support design direction.

Product Iteration Insights

Do these changes improve how people use, trust and value our product?

Used to test changes, reduce uncertainty, and ensure your product continues to align with user wants and needs.

This helps teams:

See how product changes impact user understanding and trust.
Identify the impact of changes on user attitudes and behaviour.
Decide what is ready to ship and what still needs work.

Typically involves:

Remote, moderated testing with representative users.
Testing changes to copy, the interface and AI responses.
Identifying which changes work, which don’t, and why.
Providing clear, evidence-based product direction recommendations.

Ongoing Product Insight

Is the product staying aligned as behaviour and expectations evolve?

Used when teams want ongoing monitoring that their product continues to work as intended in real use.

This work helps teams:

See how real-world usage of the AI changes over time.
Identify when trust, reliance, or workarounds start to emerge.
Catch new risks as features, data, or behaviour evolve.

Typically involves:

Regular remote, moderated sessions with real users.
Reviewing live or near-live AI behaviour in context.
Clear, focused insight to support ongoing product decisions.

Why Work With Me

25 years’ experience in product strategy, UX research, digital, and user behaviour. Experience with FTSE 100s, large consumer brands, regulated sectors, education, logistics, SaaS. Senior-level thinking and behavioural insight that cuts through noise. Clear, calm communication for both senior stakeholders and delivery teams. Focused on action, clarity, and alignment. Completely independent, unbiased and transparent.

The range of improvements we made as a result of working with Userfy heavily contributed to the new website's success.

Head of Digital at the YHA

Want Clear, Focused Insight on Your Product?

Learn what’s holding your users back and where the big opportunities lie to improve clarity, trust, and conversion.