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LLMs Can't Save Bad UX

Every team I’ve worked with has shipped at least one AI feature that nobody used. The post-mortem usually lands on “users don’t want AI”. In the cases I’ve seen up close, at Entropy Labs and with clients who came to us after a launch went quiet, that was the wrong conclusion. Users didn’t want a slower version of the same problem. The pattern goes like this. The product has a UX problem: search is bad, onboarding is long, reporting is manual. Someone adds an AI layer on top. The original problem is still there, now with latency and the occasional confident mistake. Users try it once, go back to their workaround, and the team decides AI was the mistake. ...