Designing for Deliberation: CX Research Across AI, Automation, and Travel
What does it take for a person to think clearly, choose confidently, and act well—when time is short, information is incomplete, and the system around them keeps changing?
My work examines how people decide and act in complex, time-bound experiences—especially when those experiences are shaped by digital tools, automation, and AI. I work at the intersection of customer experience research and product strategy, drawing on a long-standing academic interest in deliberation, trust, commitment, and how reasons hold together over time.
Across projects, I focus less on isolated features and more on the continuity of human reasoning as situations unfold: how plans form, how expectations shift, how confidence erodes or stabilizes, and how systems either support judgment—or fracture it.
In travel, those dynamics are unusually visible, because the journey forces decisions to happen in sequence, under pressure, with real consequences.
Travel is not a single interaction. It is a sequence of actions and re-actions: intentions formed early, commitments made, conditions updated, and choices revised as the world pushes back. I organize my work diachronically—by when deliberation happens and what kind of reasoning is demanded at that moment: anticipation, navigation, identification, recovery.
Below are a few research spaces that follow that arc.
Pre-travel: planning, anticipation, and commitment
Before a trip begins, travelers form intentions they’ll have to carry forward—sometimes for weeks. Increasingly, those intentions are shaped in collaboration with AI systems that don’t just retrieve options, but curate them: they summarize trade-offs, recommend bundles, and quietly shape what counts as a “good” choice.
My work in this space examined what happens to human deliberation when planning starts outside the airline’s ecosystem—inside copilots, aggregators, and conversational tools—and then must continue inside company-owned channels where the commitments become real: purchase, rules, fees, constraints, timing. The question isn’t only conversion. It’s continuity: can a system participate in someone’s reasoning without forcing them to restart it?
Case studies
AI Planning & Purchase
How AI reshaped travel deliberation—and what that implied for explanation, provenance, and continuity of reasoning.
→ View case studySecurity Wait Times
How travelers planned around uncertainty at the airport, and how time ranges influenced confidence, arrival behavior, and perceived control.
→ View case study
Designing for Deliberation: CX Research Across AI, Automation, and Travel
What does it take for a person to think clearly, choose confidently, and act well—when time is short, information is incomplete, and the system around them keeps changing?
My work examines how people decide and act in complex, time-bound experiences—especially when those experiences are shaped by digital tools, automation, and AI. I work at the intersection of customer experience research and product strategy, drawing on a long-standing academic interest in deliberation, trust, commitment, and how reasons hold together over time.
Across projects, I focus less on isolated features and more on the continuity of human reasoning as situations unfold: how plans form, how expectations shift, how confidence erodes or stabilizes, and how systems either support judgment—or fracture it.
In travel, those dynamics are unusually visible, because the journey forces decisions to happen in sequence, under pressure, with real consequences.
Travel is not a single interaction. It is a sequence of actions and re-actions: intentions formed early, commitments made, conditions updated, and choices revised as the world pushes back. I organize my work diachronically—by when deliberation happens and what kind of reasoning is demanded at that moment: anticipation, navigation, identification, recovery.
Below are a few research spaces that follow that arc.
Pre-travel: planning, anticipation, and commitment
Before a trip begins, travelers form intentions they’ll have to carry forward—sometimes for weeks. Increasingly, those intentions are shaped in collaboration with AI systems that don’t just retrieve options, but curate them: they summarize trade-offs, recommend bundles, and quietly shape what counts as a “good” choice.
My work in this space examined what happens to human deliberation when planning starts outside the airline’s ecosystem—inside copilots, aggregators, and conversational tools—and then must continue inside company-owned channels where the commitments become real: purchase, rules, fees, constraints, timing. The question isn’t only conversion. It’s continuity: can a system participate in someone’s reasoning without forcing them to restart it?
Case studies
AI Planning & Purchase
How AI reshaped travel deliberation—and what that implied for explanation, provenance, and continuity of reasoning.
→ View case studySecurity Wait Times
How travelers planned around uncertainty at the airport, and how time ranges influenced confidence, arrival behavior, and perceived control.
→ View case study
