Designing for AI: Why Human Interaction Matters More Than the Technology

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The conversation around Artificial Intelligence often fixates on the “technical stack”—compute power, token limits, and model architecture. However, as AI products move from experimental labs to enterprise-grade tools, a more pressing question arises: How do humans actually interact with these systems?

In a recent episode of the CX Passport Podcast, Cardinal Peak’s Head of Design, Jonathan Deragon, sat down with host Rick Denton to discuss the pioneering days of AI application design. Drawing on his experience leading a global organization of over 140 designers, Jonathan explains why the future of AI isn’t found in the code, but in the careful orchestration of human-AI interaction patterns.

Human-AI Interaction Design: Jonathan Deragon on CX Passport

Watch the full conversation below:

Moving Beyond Familiar Patterns

For decades, digital interaction has relied on established patterns: keyboards, mice, and touchscreens. We know how a website “should” behave. AI disrupts this comfort zone.

“We are stepping into the unfamiliar,” says Deragon. “We’re going to start seeing patterns and behaviors we haven’t seen before. They must be designed carefully and intuitively to give the user a sense of guidance and confidence that their actions are leading to the intended purpose”.

This is especially true with multimodal inputs—where video, audio, photos, and sensors are processed simultaneously. Designing these interfaces requires a deep understanding of User Research Services to ensure the technology serves the human, not the other way around.

The Four Layers of AI Mastery

In a world where AI capabilities change weekly, staying current requires more than just reading a manual. Jonathan recommends a multi-layered approach to building AI literacy:

  1. Technical Layer: Understanding the fundamental mechanics and terminology.
  2.  Advancement Layer: Tracking the rapid, week-to-week progression of new capabilities.
  3. Application Layer: Translating those capabilities into specific User Interface Design decisions that enhance functionality.
  4. Impact Layer: Considering the broader societal and commercial implications, from fusion power to life longevity.

Design Literacy vs. Design Expertise

There is a growing trend suggesting that “everyone should be a designer”. While Jonathan agrees that universal customer responsibility is non-negotiable, he draws a sharp line between design literacy and design work.

“Design literacy helps teams contribute to discussions and understand the ‘why’ behind a product’s look and feel,” Jonathan notes. “But expecting everyone to contribute usable, accessible design carries a different weight”. Just as we don’t expect designers to live and breathe code, we serve organizations best when we focus on specialized expertise while maintaining deep respect for the constraints of our development partners.

The Differentiator: Respect Between Disciplines

The designer-developer relationship thrives on early collaboration. When developers participate in the UX Workshop from day one, they don’t just see a UI—they understand the research and the “graduated design process” that created it.

This transparency prevents the “battle” between design and code. Instead, it creates polished, refined products where the intent behind every pixel is honored during implementation.

Building for What Comes Next

As AI reshapes the digital landscape, the fundamentals of the Digital Customer Experience (DCX) remain: deep research, engaging design with soul, and genuine respect for every contributor.

Is your product ready for the AI evolution?