Insights Unlocked · 2026-06-01 · 41 min
Episode web page: Episode summary: In this episode of Insights Unlocked, Nathan Isaacs sits down with Bansi Mehta, founder and CEO of Koru UX, to explore how product and UX teams can design more thoughtful, trustworthy AI experiences using her Sense, Shape, Steer framework. As organizations race to incorporate AI into products and workflows, Bansi explains why many teams fall into the trap of starting with the technology instead of the user problem. She shares practical guidance for slowing down, identifying meaningful AI opportunities, and balancing automation with human oversight - especially in complex enterprise and healthcare environments. Bansi walks through each phase of the framework, from understanding user needs and AI constraints in the “Sense” phase, to prototyping AI behaviors in “Shape,” to continuously evaluating trust, usefulness, and adoption in “Steer.” Along the way, she discusses why transparency alone doesn’t guarantee trust, how AI products require ongoing tuning after launch, and why successful AI experiences depend as much on psychology and workflow design as they do on model accuracy.
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