It’s a process that produces results. However, it doesn’t scale well and tends to be slow. Say we want to build a customer service application. Different issue types require different information views. Different customers may see different interfaces. Support reps may see different screens based on their role or channel of interaction. Manually designing and building every combination would take forever (and a lot of money). Instead, we settle, we build flexible but mediocre interfaces that reasonably accommodate every situation.
Generative UI eliminates this compromise. Once you’ve built the system, the cost of adding a new variant of the UI becomes negligible. Rather than picking ten use cases to design perfectly for, we can accommodate hundreds.
In our case, the business results were profound. Service reps spent 23% less time scrolling through screens to find the info they needed. First call resolution increased by 8%. Reps gave higher satisfaction ratings because they felt like the software was molded to their needs instead of forcing them into a one-size-fits-all process.
