In this video Jakob Nielsen explains how the usability gap is the most serious issue that confronts the development of AI services. If you care about improving your customer journey/experience, then you have to ask

How might we make AI usable for people?

Mattia Tamborini describes what he did in his Design Bootcamp project. He learned what NGO's lacked in competences and found out some of the challenges they faced, but ultimately helped them to become more effective. What he learned about NGO's will help all NGO's and associations to understand themselves better and make similar improvements.