User Story: Maria's Journey from Distrust to Empowerment
Maria, 58, has lived in the Tenderloin for over two decades. She's wary of new technology, having seen how digital systems often seem to work against people like her. She doesn't own a smartphone and avoids using computers when possible.
Maria's Challenges:
1. Deep distrust of big tech companies and their motives
2. Limited experience with digital interfaces
3. Concern about privacy and data collection
4. Preference for face-to-face interactions
5. Skepticism about the reliability of information from AI
Approach: Building Trust Through Human Connection and Gradual Exposure
1. Community Ambassadors:
- Recruit trusted community members as tech liaisons
- These ambassadors provide face-to-face introductions to the AI system
- Focus on explaining benefits in relatable, everyday terms
2. Analog Entry Points:
- Create physical "information request" cards available at local shops
- Community ambassadors help fill out cards and retrieve AI-generated responses
- Gradually introduce digital access as trust builds
3. Transparent Demonstrations:
- Host open houses at community centers for live demonstrations
- Show exactly what information is being accessed and how
- Address privacy concerns openly and honestly
4. Familiar Interfaces:
- Design interfaces that mimic familiar technologies (e.g., old phone booths)
- Use simple, tactile inputs like buttons or dials instead of touchscreens
- Provide options for voice input to bypass text interfaces
5. Offline-First Approach:
- Offer core functionalities without requiring internet connection
- Provide printed guides and resources as companions to digital tools
- Create a physical "AI library" where responses are printed and catalogued
6. Trust-Building Features:
- Implement a "How do you know this?" button for every piece of information
- Provide clear explanations of where information comes from
- Allow users to compare AI responses with traditional sources they trust
7. Incremental Adoption Path:
- Start with simple, high-value use cases (e.g., bus schedules, clinic hours)
- Gradually introduce more complex capabilities as users become comfortable
- Celebrate and share success stories from within the community
Maria's Experience:
1. Maria sees a familiar face, Juan, at her local bodega, explaining a new "smart helper" to customers.
2. Juan helps Maria fill out a card asking about local dental clinics accepting new patients.
3. The next day, Maria returns to find a printed list of clinics, hours, and services.
4. Impressed by the accuracy and usefulness, Maria agrees to watch Juan demonstrate the system.
5. Juan shows Maria how to use a simple dial interface to ask questions, comparing it to using a radio.
6. Over time, Maria becomes comfortable using the system at the bodega for various queries.
7. Eventually, Maria considers getting a basic smartphone, with Juan's help, to access the system from home.
By focusing on human connection, transparency, and gradual exposure, we can bridge the trust gap for tech-hesitant individuals like Maria. This approach ensures that the powerful capabilities of AI become accessible and beneficial to even the most skeptical community members.