As Artificial Intelligence(AI) becomes more embedded in everyday tools; from chatbots to digital assistants, the role of design in shaping how we interact with these systems is becoming increasingly important.

In this interview, product designer, Benson Favour, working at the intersection of AI and user experience, speaks about how trust, accessibility, and inclusive design drive her work across Africa’s emerging tech landscape.

Tell us about your work
I work with an AI-powered hospitality platform that serves hotel guests through a virtual concierge assistant. I led the redesign of the assistant’s onboarding experience, focusing on trust, tone, and flow clarity. We wanted guests, many of whom may not be familiar with AI tools to feel like they were speaking to a helpful, intelligent companion, not a confusing system. After our redesign, guest engagement with the assistant increased by over 40%, and customer support escalations dropped significantly.

How did your journey into product design begin?
I stumbled into design through frustration, honestly. I was studying Computer Science at the Bingham University, but I often found myself drawn to improving how the tools we were building actually looked and worked. I wasn’t just interested in making them function, I wanted people to understand and enjoy using them. That’s when I started exploring UX, reading case studies, and redesigning flows in my spare time. Design became the lens through which I could humanize technology.

You’ve worked on youth education platforms, hospitality tools, and even AI chatbots. How do you choose the kinds of problems to solve?
I look for gaps, areas where the average user is underserved or overwhelmed. Education, for example, is full of brilliant tools that are too complex for students just starting out. Hospitality is another space where AI is being introduced quickly, but often without thoughtful onboarding. My goal is always the same: build confidence into the experience. Help people feel like the product is on their side.

What makes designing for AI different from traditional UX?
AI is unpredictable. It’s smart, but it doesn’t always turn out the way users expect. So the role of design is to act as a translator. You are building an interface that can interpret the system’s capabilities while managing user expectations. That’s especially important in Africa, where digital literacy gaps are real and trust in automation isn’t a given. My job is to soften the learning curve and make AI approachable.

How did you apply this in your youth chatbot project?
The chatbot had to feel friendly, responsive, and frictionless. We tested everything; from how the assistant introduced itself, to the tone of its prompts, to how feedback was delivered. We wanted students to feel they could ask questions freely without feeling embarrassed or overwhelmed. It wasn’t about showing off the tech, it was about making it feel invisible.

How do you stay grounded when working with such emerging, abstract technologies?
I always start with people. I test ideas with real users as early as possible. I ask questions. I watch people struggle with systems. It keeps me humble. I also work with mentors and peer designers, community keeps me learning. And whenever I get stuck, I remind myself that if the user doesn’t succeed, the tech fails no matter how advanced it is.

What kind of impact do you want your work to have?
I want people who don’t consider themselves tech-savvy to feel empowered by digital tools. Whether that’s a student accessing a chatbot for the first time or a hotel guest navigating an AI concierge, my goal is to design for dignity, to create flows that feel natural, trustworthy, and inclusive. I believe good design is invisible, but the confidence it creates is lasting.

Looking forward, what are your goals as you grow in your career?
I want to contribute to more AI-powered products that are people-first. I’m especially interested in working in markets, where there’s a strong emphasis on ethical innovation and public trust in tech. I think my background — working across African communities with real-world design constraints — gives me a useful perspective. My dream is to build systems that work well, work responsibly, and work for everyone.