Call Knut – AI-based Phone Assistant
Role: UX Researcher
Methods: Qualitative Interviews, Thematic Analysis, Insight Generation
Tools: Interview Guide, Affinity Mapping
Project Overview:
During my internship at Call Knut, I conducted in-depth interviews with elderly users to understand their experiences and needs related to an AI-powered phone assistant. This service calls users to provide social interaction and remind them of important daily routines, aiming to reduce loneliness and support independent living.
My Process:
Interview Preparation:
I designed a tailored interview guide to explore users’ expectations, frustrations, and emotional responses to the service.
Field Research:
I carried out qualitative interviews with elderly participants, ensuring a respectful, empathetic approach that built trust and encouraged honest feedback.
Analysis & Insights:
I synthesized the findings through thematic analysis, identifying patterns, pain points, and opportunities for improvement. These insights were compiled into actionable recommendations for the product team.
Challenges & Learnings:
Learned how to adapt research methods to suit vulnerable user groups, balancing ethics, clarity, and comfort.
Gained experience in translating qualitative insights into concrete design and product suggestions
Strengthened my ability to advocate for user needs in an AI-centered service context.
Results:
Identified common pain points and improvement areas within the AI assistant’s communication strategy
Contributed to a more user-centered approach in the development of conversation flows and service features
Helped the team gain a deeper understanding of the target group’s digital habits and social needs