Jess Holbrook emphasizes that UX research is fundamentally about building better products, and as tools and methodologies evolve—especially with the emergence of AI—UX professionals must adapt. While AI may automate certain tasks, the need for human insight in understanding user behavior and guiding design remains crucial. The future of UX will require new methods and a focus on the skills that define effective product design.

In May 2025, Intercom's product design team held a hackathon to create an AI-based design website, resulting in a functional MVP in just over a day. Despite challenges with the AI tool Lovable, the team successfully launched the revamped Intercom Design hub, emphasizing the importance of meaningful content and iterative design improvements. The project highlighted the potential of AI in design while acknowledging the need for engineering support in complex interactions.