Person A

Product Designer

Hallucination

Scenario

While conducting user research, the Product Designer has noticed that users are losing trust in the product because of AI hallucinations — wrong answers delivered with confidence. The Designer wants to make a case for redesigning the AI output flow to include source citations and confidence indicators. They're going to discuss it with the Engineering Director in the hope of influencing the roadmap and getting the work prioritised soon.

You want

Sign-off to redesign an AI flow to include confidence indicators and source citations on every response.

You know

Support tickets mentioning ‘wrong answer’ or ‘hallucination’ are increasing.
Research showed users double checking AI outputs in an external tool before trusting them.

Considerations

Frame it as retention
Could this rollout be phased?
If they push back, what evidence would change their mind?