Discover more from Artificial Ignorance
Dare to imagine better user experiences
New generative AI tools give us the chance to start scaling the "unscalable"
In the world of startups, founders often embrace the concept of "doing things that don't scale." To get things off the ground, they go above and beyond - thanking each and every user or doing in-person software installations. I should know - I wrote a book on it!
Unfortunately, as a business grows, keeping that up becomes a bit of a challenge. It’s unrealistic or flatly impossible for founders to individually onboard tens of thousands of users. Some companies, like Zappos, try to keep the magic alive even as they get bigger. But they're the exception, not the rule.
You should take extraordinary measures not just to acquire users, but also to make them happy. For as long as they could (which turned out to be surprisingly long), Wufoo sent each new user a hand-written thank you note. Your first users should feel that signing up with you was one of the best choices they ever made. And you in turn should be racking your brains to think of new ways to delight them.
– Paul Graham, “Do Things that Don’t Scale”
But with AI, we can push the boundaries of what's possible by "doing things that don't scale." GPT-4 makes custom messages dramatically cheaper. ElevenLabs lets us generate spoken audio en masse. As a result, companies can craft amazing experiences for more customers than ever before. They can give personalized help when users get stuck, or "record" unique voice messages to thank buyers.
Of course, AI shouldn't replace the thoughtfulness and intention that goes into designing these experiences. The best experiences founders can create are ones that are delightfully authentic. Without that authenticity, AI-generated content just becomes spam.
Thanks for reading Artificial Ignorance! Subscribe for free to receive new posts and support my work.