Garbage In, Garbage Out: The Data Problem Hiding Inside Your AI Strategy - with Caroline Jarrett
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Forms expert Caroline Jarrett joins Gerry to talk about why the rush to AI is colliding with something most organisations haven't fixed - their own data. A conversation about errors, forms, and the unglamorous work that actually moves the dial.
Three Key Takeaways
Well, 6 in this episode, as Caroline is bloody amazing. Pick the three that land hardest for you :-)
- Forms are the only compulsory part of a service. Everything else in user experience is the mountain - forms are the tiny red peaks poking up above it. Get them wrong and the rest of your design doesn't matter.
- AI doesn't fix bad data - it propagates it faster. Before any organisation hands work over to a model, the honest question isn't "how do we use AI" but "do we even know how bad our data already is?"
- Most teams can't tell you their error rate. E-commerce calls it conversion. Government barely tracks it at all. If you can't see where people are dropping out - or being quietly forced into wrong answers - you can't design your way out of it.
- Forms don't just collect data, they shape behaviour. Every time a website rejects an apostrophe in O'Connor, or hides "other" as an option, it's forcing people to lie - and then treating that lie as truth.
- You don't have to be a statistician to find errors. Graph the data. Spikes, gaps and outliers will tell you where the wrong question is hiding faster than any spreadsheet ever will.
- The designer's job is to notice what everyone else has normalised — the broken form field, the impossible question, the dataset everyone distrusts but nobody fixes.
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