In this episode, Alex sits down with Donald to unpack what it means to design for an agentic future, especially in high-stakes categories like financial services. Donald argues that while design principles have always existed, AI makes them non-optional: teams need to return to first principles constantly as products shift from static screens to adaptive, sometimes non-visual experiences. He also predicts a major workflow inversion: AI enables near-instant prototyping, so organizations can move from idea to experience in minutes, and then refine design intentionally rather than waiting for a long build cycle.

A core thread is trust. Donald emphasizes that trust is earned through repeated micro-interactions, and that in finance, people still want a human backstop, especially as decisions get bigger (loans, retirement, life planning). He expects advisory relationships to become “human + agent,” where clients trust not only the person, but the systems and data behind them, and they’ll demand transparency into both.

Finally, they look ahead to payments and consumer AI. Donald envisions agents negotiating and completing complex tasks (like planning a trip) while payments happen seamlessly in the background “on behalf” of the user, raising new design and trust questions. In five years, he expects financial services to feel less like something done for you and more like something done with you, expanding what people can confidently do themselves.

KEY TAKEAWAYS

• Design principles become a living tool, not a kickoff artifact. AI-era products need principles revisited at every step to keep tone, feel, and brand intent consistent—even as interfaces become more fluid or invisible.
• Trust is incremental and needs transparency. In finance, trust is earned through small, repeated interactions, plus clear communication about data use and decision logic.
• Best experiences are hybrid: digital + deliberately human. Users want AI convenience and access to people for reassurance and high-stakes moments.
• Advisory trust shifts from “trust the advisor” to “trust the advisor + system.” Clients will ask what tools, models, and data are powering advice, and expect visibility into that stack.
• AI flips the build process: prototype first, refine fast. Teams can create working experiences in minutes, then shape them through design, enabling faster learning cycles.
• AI value isn’t one lever—it’s speed, efficiency, and new ideas. Focusing on only one misses the compound advantage AI brings.
• Complex journeys require co-creation, not full self-serve or full handoff. AI should enable collaboration in experiences like mortgages, car buying, and home buying.
• “On-behalf” agents will reshape payments and consent. Agents will transact for users, so the UX must make delegation, limits, and accountability feel safe.
• Future finance is “with me,” not “for me.” AI expands user capability, helping people participate more actively in planning and decisions.