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::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::c:::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::;;;;;;
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:::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::c:cccccccccllodddddxdOxxxxxkxxxxkOxxdxddddoollcccccccccc:::c:::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::
:::::::::::::::::::::::::::::::::::::::::::::::ccc:::::c:c:c:cccccccclododdk0kkxxxdxddox0kOdkokoOoxoddOdOoOdOxkkKOOxxddlccccccccccccccccccccccc::c::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::
:::::::::::::::::::::::::::c::::c:::ccc:c:cc:ccccccccccccccccclddddxxxddoookOxxddoddolokkkOdkdkxxdxdxxkxxxxxxxdkOkOxOxxOkkkOxdlcccccccccccccccc::ccccccc::cccc:c::::c:c::cc:c:::::c:::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::
::::ccc::c:cccc:::cccc::ccc:ccccccc:cccccccccccccccccccccloooxlkOxddolocccxO0OOxOdkdolkOkkKO0x0kxxkxOOKO0OOKkxkOk0kOdkdxxOoO00kkxdoccccccccccccccccccccccccccccccccccccccc:ccccccccccccc:::::c::c:c:::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::
ccccccccccccccccccccccccccccccccccccccccccccccccccccoooddooloclkOOxxxdoclcdOk00kkxxokdkOkkKx0x0kkkxxK000OKk0kOdK0XOK00KO0dxO0kkkOxOkxkxocccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccc:::c::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::
ccccccccccccccccccccccccccccccccccccccccccccccccclllxkdoolc::llkk0OkxdlooolOx0O0xkxkkxkOkOKk0O0OOOxOKKOKOKOKOdOKKKKOXOXOOxKKX0OOdxkOd00OOxdlcccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccc:c:cc::c::::::::::::::::::::::::::::::::::::::::::::::::::
ccccccccccccccccccccccccccccccccccccccccccccclllllcolxkdolclclloOx0Oxdodxdokx000Okk0OOOKk0000O00O000XXKX00XKOx0KNKXK0XOKxO0XKXKKXKKkx00O0kkkxdlcccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccc:cc:ccccccc:ccccc::::::::::::::::::::::::::::::::::::::::
cccccccccccccccccccccccccccccccccccccccccclllcccc:ccxlOOolodollckdk0OddxOOkOkkKO0kxxddkdOxxxkdxOkddkOkxxkOOkkOOKKKKXXXK0OKXKNKKKKKO0XXKOxxO0Od0Kkocccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccc:c:c:cc:::::::::::::::::::::::::::::
ccccccccccccccccccccccccccccccccccccccccl:ollc::clloxolkkoddddolxxx00OxddooxoOOOkkxxdokkOxkxxdxxkkx0KkOOOkOkxxkKkOOdkxkX0XNNXXXXKO0XXXNXXKkkOkKX0kxocccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccc:c:::c::::::::::::::::::
cccccccccccccccccccccccccccccccccccccc:::::dlcccllllkllcdOxxxxxxOdlOOkkddolkoOxO0OOxxdk0kkOOkxkkxOO0KOK0K0kkk00K0kOkxxx0kxxOO0XKK0XNXXXXXXXKk0O0K0kxxdlcccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccc:ccc:cc:::c::::::
ccccccccccccccccccccccccccccccccccccc:::::::lc:cclloxlcclk0kxdllddlOdOOOdodkdxd0O00kkxOKkOOOkxkOkkOKXKK0k0kx00K0K0K0OxK00Ok0xxdd0XKNWNXXXX00XNXKkk00kk0Oocccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccc:::
ccccccccccccccccccccccccccccccccxdlcccc::::::cocclllxocldodOkoolokokokOOkdxOOxdk0O00kkKkk0OkOOOOOOOKXKKKOkOkKK0K0OK0k00X00KKK0xk00kkOKXNN0KXNNXXXKOkO00kOdcccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccc
ccccccccccccccccccccccccccccccc;;doooocccc::::codoooxclolllk0koddkxoookkOOxO0ddd0OO0OOKkOOOOOOOkxxkKKOOOKKOOKX0O000O00K0K00000OKXKOxKOkx0XNXNNXNNNX000KKxkklcccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccc
ccccccccccccccccccccccccccccc:;;;;dllcoooc::::coxkclxllkoooldk0xdkOolooOkkOOKxox00kOxKk0OOO0kxddook00kkxxxOOOKKK000OKXKXK0OKO0KXXXXKKkkkXX0KNWNNNKKXNKkOXOxOxllccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccc
cccccccccccccccccccccclcclc;;;;;;;:d:::clollcc::ldocxokdooolldxkxOOllodkOxk00xxxdkkkxkOkdkkxkkkxxdkK0kkOxxd0k0kKOOK00KXX0KO0OXXXXKXKKOON0OK0kOXNXXNNNNXOkXO0XKlccclclccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccc
cccccccclcclcclcccclclllc:oc;;:::;;:x::coolcooocclxlkddoolloooxkkO0dxxddxkxxkdoookxxxxldkOOxxdOOkxkK0OkxxdOxxxO0OkkK00O0OOOKKXNXXXKK0XNX0OkKKk0KKNWNNNNNK0KXXkkllllllllcclccllcccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccc
llllclllllllcclllllllllc;,;cc:;::::::d::odccllcodoldOOxddkxxdlclod0kdooxokdxOdllldkxxddxxdkOOkxxxd0XOkOOkx0O000kdxkOxkkk0k00O0KXN0OKXXXKXNXX0OXK00NWNNNXKKOXXOxklllllllllllllllllllllllcllllcccccccccccclccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccc
llllllllllllllllllllll:,,;;:o:::;:::;ld::d:c::::clllxodooclccloloxoxxxxdodOkkOolookxddookxOxxkOkkxKXO0O0O00K00kxx000kOkxdkO0KK0OOOOXXXXKNNX0XKKKXOOXXKKKXNNO0XxkOolllllllllllllllllllllllllllllllllllcllllllllccclllcccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccc
llllllllllllllllllllc:,,;;;;;l:clc;:::oo:ol::c::::lo:olclllllloloodlolkkxdx0kOxoldxxllooxkkkxdoooOXNK0OOOKKOKOxx000OKOOxkOOOxkkkO0K0O0KXXXXXNXWKKX0OXNXXNNNXk0KKN0lllllllllllllllllllllllllllllllllllllllllllllllllllllllllclllllllcclcccccccccccccccccccccccccccccccccccccccccccccccccc
lllllllllllllllllllc:;,,;;;;;;c:;coo;::docl:::cccoc::collddclldoollxoddooxkOOk0xdkxxddddkdokddoookO0kkkkkkO0O0k00OO0KKkOOKKKOOO0OkOOkddKKKXKXNNK0OOXKOXWWNWNN0NNOkolllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllcccccccccccccccccccccccccccccccccc
lllllllllllllllllll;,;;;;;;;;;;::;;lol::dll::::ldl:::ccoccldoodolllldxxddxxO0OkxOkooddxkddxdkooloOO0xxxxOkOkOO0OOOO0000K0KXK0O00KKOOOxxkx0KKX0K00K0OKOkXWNX00XKXOxxllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllclccccccccccccccccccccc
llllllllllllllllll:,,,;:;:;;;;;;;;;:d:ll:xkc::dd::::;::clc:cxkdooooddxolokxxdooxOdooooldkxdddxdlo00OxkkkkkOkxkk0O0OkkKKKK0K0KX00XX0000kkOx0K00NXKXX00K0XNKKNXWkO0xkdllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllcccccc
lllllllllllllllllc,,,;;;l;;;:::,,;::xc:::c0dcoc::::::::::c::lokdddoooddodooxlooxdkxooollodddddxldKK0OOO0OkkkkkkkkkkOO00OOOO0KKKKNXKKOKXkkKK0O0XNXXNNK0KKXXNNWNX0KKN0llllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllll
llllllllllllllll:;,,,;;;;lc;;:c:;;;::o:;;:lOkdddooolllolllllxdddddolooxdooddookddodkkolllloxkkkxx0KKKXKOkkkOO0OOkOOkx0Oxk000kkOO0K0OK0OkKKK0kkKKNNNX0XKKkKNNNNK0XKkxllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllll
llllllllllllllll:,;;;,,,;;:;;,,:;:c:c:;;;;cll::::;:::::::cccoc:cooxolldxooxdookoddxkOO0xxdddoocdxNKOOOO0K00KXK000kkkk0kxkOOOOk0O0k0000KKOkKKkxONXX0XNN00x0NX0000KOxxolllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllll
olllllolllolooll;',;;;;;,,,;;;;;:;:lloc;;c:;ld:::::c;;;;c::ccll::lcdxllxdkxxkkOkkxxOxxdOkdloloxxOXKkkkOO000OXXXXK0k0000O00OkOkkXddkOKKXXN0O0K000XXXNKXX00NNXXKNO0kxkooooooooooollllollllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllll
oooooooooolloooc,,,;;;,;;;;;';;;c;;;;:dc:;;;:ol:::;:c::c::::::coc:lclOOkdxxkxkdddxxOOxxxdxkoxkxxKXKKkxk0000K0OOOO00K00XKKK0kxxXO0xdkKX00K0kOkOxd00K0NXO0XKKKNXN000XKoooooooooooooooooooooooolooooooollolllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllll
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;;;;;;;;;;;;;;;;;;;cdkdoKWKxxdxkd;;:;;;;;;;;;;;;;;;;;;;;;;;;c::ld:llldokK0kxkxxxc;cc'::d0XXkc',;:::::::::ccllcclk0ddxkklclooolllooxOllllccooolllloxKdxxoxololdxxollllcc::clcoo,...;odxO0Oxoxddxdxxxoddllcccll:oc..coxk0OolcllokklcccoO0l:;'lod0O0kxOOklldoclocxdooolollllloolooooloooooo
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dOkddxxddxdxddddxdoodollcccc:::;::;;:;;,,;,;;cccc;;::ll:;;x:,'ccc:llldOOo:cccloook0WNc   .;ll;coooollllclollllcc:cccccccccccllcllcdkxcxllllccc::c::cc:ccllc:ccccc:,''';:::,,dkk:lcololllclololllllllolllccccccllllcclloolooxolldldkkxxxdoooddodxxxxkxooolllooddooddoddxdloddxxxxxxxxkxdd

LLMs Can't Save Bad UX

I wrote about AI features users actually want a while back. The TLDR was: stop building chatbots, start building smart defaults. That post got shared, people agreed, and then most of them went back to building chatbots. This is the sequel. The one about what happens when AI features ship and nobody uses them. When the LLM is working correctly and the product is still failing. When the problem was never the model. ...

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:::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::c:cccccccccllodddddxdOxxxxxkxxxxkOxxdxddddoollcccccccccc:::c:::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::
:::::::::::::::::::::::::::::::::::::::::::::::ccc:::::c:c:c:cccccccclododdk0kkxxxdxddox0kOdkokoOoxoddOdOoOdOxkkKOOxxddlccccccccccccccccccccccc::c::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::
:::::::::::::::::::::::::::c::::c:::ccc:c:cc:ccccccccccccccccclddddxxxddoookOxxddoddolokkkOdkdkxxdxdxxkxxxxxxxdkOkOxOxxOkkkOxdlcccccccccccccccc::ccccccc::cccc:c::::c:c::cc:c:::::c:::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::
::::ccc::c:cccc:::cccc::ccc:ccccccc:cccccccccccccccccccccloooxlkOxddolocccxO0OOxOdkdolkOkkKO0x0kxxkxOOKO0OOKkxkOk0kOdkdxxOoO00kkxdoccccccccccccccccccccccccccccccccccccccc:ccccccccccccc:::::c::c:c:::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::
ccccccccccccccccccccccccccccccccccccccccccccccccccccoooddooloclkOOxxxdoclcdOk00kkxxokdkOkkKx0x0kkkxxK000OKk0kOdK0XOK00KO0dxO0kkkOxOkxkxocccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccc:::c::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::
ccccccccccccccccccccccccccccccccccccccccccccccccclllxkdoolc::llkk0OkxdlooolOx0O0xkxkkxkOkOKk0O0OOOxOKKOKOKOKOdOKKKKOXOXOOxKKX0OOdxkOd00OOxdlcccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccc:c:cc::c::::::::::::::::::::::::::::::::::::::::::::::::::
ccccccccccccccccccccccccccccccccccccccccccccclllllcolxkdolclclloOx0Oxdodxdokx000Okk0OOOKk0000O00O000XXKX00XKOx0KNKXK0XOKxO0XKXKKXKKkx00O0kkkxdlcccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccc:cc:ccccccc:ccccc::::::::::::::::::::::::::::::::::::::::
cccccccccccccccccccccccccccccccccccccccccclllcccc:ccxlOOolodollckdk0OddxOOkOkkKO0kxxddkdOxxxkdxOkddkOkxxkOOkkOOKKKKXXXK0OKXKNKKKKKO0XXKOxxO0Od0Kkocccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccc:c:c:cc:::::::::::::::::::::::::::::
ccccccccccccccccccccccccccccccccccccccccl:ollc::clloxolkkoddddolxxx00OxddooxoOOOkkxxdokkOxkxxdxxkkx0KkOOOkOkxxkKkOOdkxkX0XNNXXXXKO0XXXNXXKkkOkKX0kxocccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccc:c:::c::::::::::::::::::
cccccccccccccccccccccccccccccccccccccc:::::dlcccllllkllcdOxxxxxxOdlOOkkddolkoOxO0OOxxdk0kkOOkxkkxOO0KOK0K0kkk00K0kOkxxx0kxxOO0XKK0XNXXXXXXXKk0O0K0kxxdlcccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccc:ccc:cc:::c::::::
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ccccccccccccccccccccccccccccccc;;doooocccc::::codoooxclolllk0koddkxoookkOOxO0ddd0OO0OOKkOOOOOOOkxxkKKOOOKKOOKX0O000O00K0K00000OKXKOxKOkx0XNXNNXNNNX000KKxkklcccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccc
ccccccccccccccccccccccccccccc:;;;;dllcoooc::::coxkclxllkoooldk0xdkOolooOkkOOKxox00kOxKk0OOO0kxddook00kkxxxOOOKKK000OKXKXK0OKO0KXXXXKKkkkXX0KNWNNNKKXNKkOXOxOxllccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccc
cccccccccccccccccccccclcclc;;;;;;;:d:::clollcc::ldocxokdooolldxkxOOllodkOxk00xxxdkkkxkOkdkkxkkkxxdkK0kkOxxd0k0kKOOK00KXX0KO0OXXXXKXKKOON0OK0kOXNXXNNNNXOkXO0XKlccclclccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccc
cccccccclcclcclcccclclllc:oc;;:::;;:x::coolcooocclxlkddoolloooxkkO0dxxddxkxxkdoookxxxxldkOOxxdOOkxkK0OkxxdOxxxO0OkkK00O0OOOKKXNXXXKK0XNX0OkKKk0KKNWNNNNNK0KXXkkllllllllcclccllcccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccc
llllclllllllcclllllllllc;,;cc:;::::::d::odccllcodoldOOxddkxxdlclod0kdooxokdxOdllldkxxddxxdkOOkxxxd0XOkOOkx0O000kdxkOxkkk0k00O0KXN0OKXXXKXNXX0OXK00NWNNNXKKOXXOxklllllllllllllllllllllllcllllcccccccccccclccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccc
llllllllllllllllllllll:,,;;:o:::;:::;ld::d:c::::clllxodooclccloloxoxxxxdodOkkOolookxddookxOxxkOkkxKXO0O0O00K00kxx000kOkxdkO0KK0OOOOXXXXKNNX0XKKKXOOXXKKKXNNO0XxkOolllllllllllllllllllllllllllllllllllcllllllllccclllcccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccccc
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AI Features Your Users Actually Want (Hint: Not Another Chatbot)

The graveyard of failed AI features is full of chatbots nobody asked for. Every product team I talk to has the same story: leadership watched a GPT demo, got excited, and mandated “we need AI in the product.” Three months later, there’s a chatbot in the corner of the app that 3% of users have tried and 0.5% use regularly. As CIO at Entropy Labs, I’ve been on both sides of this. I’ve built AI features that users loved and killed features that seemed brilliant in demos but died in production. Here’s what I’ve learned about the difference. ...