The HMRC Innovation Summit was a highly enriching experience that provided valuable insight into how the public sector operates and how emerging technologies such as AI can be leveraged to improve services for both internal teams and external users. The project highlighted the real-world challenges and opportunities of introducing innovation within a complex, regulated environment.

Firstly, designing for AI is fundamentally different from using AI as a design tool. Effective AI product design is less about generating novel ideas and more about making appropriate UI and interaction choices. Users expect AI-powered services to work seamlessly within familiar, everyday interfaces rather than introducing unnecessary complexity. Prioritising usability and selecting UI patterns that best support the underlying AI functionality is far more important than creating visually complex or experimental designs.

Secondly, the role of the human in the loop is crucial. Successful AI solutions require thoughtful design of how humans interact with, guide, and provide feedback to AI systems. Designing this “handshake” between human and AI—where users can understand the system, intervene when needed, and refine outcomes—is essential to achieving the best results. AI delivers the greatest value when it works collaboratively with people, rather than attempting to replace human judgement.

Finally, clear communication and transparency are essential in AI design. Users and clients must understand AI’s capabilities, limitations, and constraints. Being explicit about what AI can and cannot do helps set realistic expectations and builds trust. AI should be positioned as a powerful support tool—highly capable, but not infallible or predictive beyond its limits.