Episode web page: https://bit.ly/4fjSOKR
Episode summary:
In this episode of Insights Unlocked, Mike Mace chats with Chase Keaten, senior research manager at Walmart, about the tension shaping how researchers, designers, and builders are learning to work with AI. Chase shares why he thinks the sharpest divide in tech right now isn't about tools—it's about two competing mindsets: an "always push forward" view of AI and a more cautious, human-centered one. He explains why holding both views at once, rather than picking a side, tends to lead to better decisions.
The conversation also digs into the much-hyped "builder model," where one person plus a stack of AI agents is expected to replace a whole product team. Chase makes the case for why healthy conflict between humans—not simulated conflict from AI—is often what actually makes products better. He and Mike also explore why trust, not usability, may be the real currency of agentic AI, and Chase closes with practical advice for researchers and designers under pressure to "do something with AI" right now.
You'll learn:
Why two opposing views of AI—full-speed-ahead and human-centered caution—can coexist productively
Why the "builder model" struggles to replicate the healthy conflict that makes products better
How AI is reshaping design work, and why speed often comes at the cost of context and novelty
Why trust, not usability, is becoming the key metric for agentic AI
How a "personalization butler" could change the relationship between retailers and customers
Practical advice for researchers and designers who feel pressure to use AI without a clear plan
Resources & links
Chase Keaton on LinkedIn (https://www.linkedin.com/in/chasekeaten/)
Mike Mace on LinkedIn (https://www.linkedin.com/in/mikemace/)
Nathan Isaacs on LinkedIn (https://www.linkedin.com/in/nathanisaacs/)
Learn more about Insights Unlocked: https://www.usertesting.com/podcast
