Tech
AI post-launch remediation
- Client ·
- CDW · Account Management
- Role ·
- Sr. UX Researcher, B2B cross-product lead
Context & challenge
A GenAI deployment risked repeating an earlier failure pattern — shipped on stakeholder assumption, then quietly rejected by the people it was meant to support.
Approach & key decisions
Two-round IDI series with IT admins and procurement users, Miro co-synthesis with designers, and stakeholder observation surfaced what the algorithm actually needed to learn.
Outcome
Redirected vendor testing toward real use cases, secured executive support to delay design lock-in, and unlocked persistent GenAI support that augments — rather than displaces — account managers.
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