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How to Stay Human-Centered in the Age of AI and Emerging Tech

As technology accelerates, the challenge and opportunity is to stay anchored in what really matters: people. In a recent live episode of the Creative Confidence Podcast, IDEO U’s new host Mina Seetharaman sat down with Grace Hwang, former GM of Design and UX Research for Mixed Reality at Microsoft, to explore how leaders can use human-centered design to navigate this shifting terrain with clarity and creativity.

Grace, a former IDEO associate partner and longtime advocate of ethically responsible design, offered powerful insights drawn from her work at Microsoft, health-tech startups, and IDEO. Listen to the podcast episode for her framework for responsible innovation, examples of how edge cases can spark breakthroughs, and practical ideas for shaping a human-centered design practice.

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Designing Responsibly with Emerging Technology

Design What Matters: From Tech Potential to Human Purpose

Making Safety a Priority in the Design Process

Embedding Human-Centered Design, Even After the Roadmap Is Set

Designing for the Edges to Benefit Us All

Designing Responsibly with Emerging Technology

As Grace pointed out, we're at an exciting inflection point: “We’ve developed ways to understand humans better than ever. That gives us direction on new ways to augment human capabilities and improve lives.” From smart glasses that translate languages in real time to immersive VR training scenarios, she sees real potential for technologies like AI and AR to free us up for more strategic, creative work.

But the breakneck speed of innovation comes with risks. “Technology is changing so fast that it feels like we’re not keeping up,” she said. Tools like Midjourney and large language models can help teams ideate faster, but they also amplify the danger of moving quickly down the wrong path. That’s why Grace emphasized the need for built-in feedback loops and learning cycles: “Use the technology to build your prototypes, test hypotheses, and get feedback. Then use it again to help synthesize what that feedback actually means.”

The ability of AR and AI to collect and process data, especially biometric and behavioral signals, raises serious questions about privacy. “Even the way you walk, your gait, can become personally identifiable information,” Grace noted. She called for a proactive approach to ethical design, reminding us: “It’s on us to learn how these technologies work, and how to improve human lives through them.”

“It’s on us to learn how these technologies work, and how to improve human lives through them.”
Grace Hwang, Former GM, Design & UX Research of Mixed Reality at Microsoft

Design What Matters: From Tech Potential to Human Purpose

Human-centered design is a powerful compass for Grace. Her mantra? “Technology is a means to an end, not the end itself.”

As a designer and leader, Grace urged listeners to reconnect with real human needs, especially in the early stages of a product’s life. “If you’re asking, ‘What can we build?’ instead of, ‘What should we build?’, you’re already off-track.”

She recounted early work on HoloLens, Microsoft’s mixed reality headset, where technical achievements initially outpaced user insight. Only through sustained engagement with frontline workers and healthcare providers did the team discover the real value: hands-free, heads-up interaction in high-stakes environments.

At Pivot, a digital health company focused on smoking cessation, Grace saw firsthand how technology could amplify (not replace) human support. “Human coaches were essential. But AI tools could have helped them be even more effective,” she said. Her advice? Design with tech as an assistant, not a substitute. “AI is a great creative partner, but it will have flaws. Use it, but verify.”

“Technology is a means to an end, not the end itself.”
Grace Hwang, Former GM, Design & UX Research of Mixed Reality at Microsoft

Making Safety a Priority in the Human-Centered Design Process

As immersive technologies are moving from gaming into classrooms, workplaces, and even therapy sessions, safety must be part of the design conversation from day one.

Grace introduced a layered framework developed with her Microsoft team for designing safer experiences in extended reality. It includes:

Proactive safety: Anticipating harm and embedding guardrails.
Reactive safety: Learning from real-world incidents and evolving quickly.
Clear communication: Ensuring users understand what data is being collected and why.

“We had to provide people with a kind of armor,” she explained, “because in immersive environments, you often don’t know who you’re interacting with. That can be empowering, but also dangerous.”

She urged teams not to relegate safety to the compliance checklist at the end of a project. “Designing for safety up front is not just the ethical thing to do. It leads to better products.”

Embedding Human-Centered Design, Even After the Roadmap Is Set

For leaders working inside tech-driven organizations, Grace had both reassurance and tactical advice. “You can introduce human-centered design at any point,” she said. “Even if the train has left the station, you can still gather feedback and make the next iteration better.”

Rather than halting development, she suggested spinning up a lightweight prototyping team to test assumptions and explore alternate paths. “You’re not replacing the roadmap, you’re informing it with insight.”

And when it comes to influencing stakeholders? “Translate user needs into business impact. Show that designing for people leads to better adoption, fewer risks, and stronger market fit.”

“You can introduce human-centered design at any point.”
Grace Hwang, Former GM, Design & UX Research of Mixed Reality at Microsoft

Designing for the Edges to Benefit Us All

Grace is passionate about designing with—not just for—people whose needs are often overlooked. “Edge cases are not edge forever,” she said. “As we age, many of us will experience visual impairment. So learnings from designing with the blind community today can benefit a broader population tomorrow.”

She shared examples from Microsoft’s Inclusive Tech Lab, where teams invited people with disabilities to test new technologies and reveal design limitations early. “When you broaden your inputs, you reduce bias and create better products for everyone.”

Whether supporting neurodivergent users, caregivers, or marginalized communities, Grace believes designing for inclusion is both a moral imperative and a competitive advantage.

Key Takeaways

Tech is a tool, not the goal: Stay focused on the human needs behind the innovation.
Start anywhere, improve everywhere: You can introduce human-centered design at any stage of development.
Use AI as a creative partner: Prototype quickly, test often, but remember to verify.
Safety isn’t optional: Address potential harm proactively and reactively.
Edge cases are future norms: Designing for people with unique needs leads to better outcomes for everyone.
Small teams, big insights: A lightweight prototyping team can accelerate learning without derailing delivery.
Communication builds trust: Be clear about what data you’re collecting and how it’s used.

At IDEO U, we believe that creative leadership is more important than ever. As Grace reminds us, “Understanding human behavior—what people want, what motivates them—is a competitive advantage.”

Whether you’re integrating AI into your organization or building the next generation of immersive tools, staying human-centered will help you build with integrity, agility, and heart.

Want to go deeper? Explore our Foundations in Design Thinking Certificate or check out the AI x Design Thinking Workshop Series.