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The Trust Builder framework
Manage episode 515823395 series 3685711
We share a practical framework for building trustworthy AI products and apply it to Joy, an agent that plans a full concert trip. Five pillars—competence, transparency, predictability, alignment and resilience—turn hesitant users into confident delegators.
• the shift from usability to trust as the primary interface
• the origin story of the trust builder framework
• competence through clarification, confirmation and visible progress
• transparency with leading reasons, process breadcrumbs and trade-offs
• predictability via stable flows and user control
• alignment with honest upsells and labeled sponsorship
• resilience with plain-language errors, recovery paths and saved state
• a final provocation on radical honesty as competitive edge
Chapters
1. Why Trust Now Leads Design (00:00:00)
2. The Real-World Failure That Sparked A Framework (00:00:34)
3. Pillar One: Competence In Practice (00:01:49)
4. Ask Before Acting And Confirm Understanding (00:05:37)
5. Making The Invisible Visible (00:08:44)
6. Pillar Two: Transparency That Explains Choices (00:10:10)
7. Metrics, Trade‑Offs, And Process Logs (00:13:50)
8. Pillar Three: Predictability Without Rigidity (00:16:17)
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