As organisations become increasingly AI native, many workplace AI experiences still assume users arrive confident, focused, and ready to experiment. In reality, people are often overloaded, distracted, anxious about technology, or struggling with constant context switching before they even open Copilot.

In this session, we will explore how small design decisions in Microsoft Copilot and Copilot Studio can dramatically shape how people experience AI at work. Through real examples and live demonstrations, we will look at how prompt design, conversation structure, accessibility choices, agent behaviour, and language can either increase cognitive load or help users feel supported and capable.

Drawing from real world projects and lived experience, this session focuses on designing AI experiences for real humans rather than ideal users. We will explore practical techniques for creating Copilot experiences that are clearer, calmer, more inclusive, and easier to trust without sacrificing capability or technical quality.

Poorly designed AI experiences do not just frustrate users. They reduce adoption, increase avoidance behaviours, and create friction across the workplace. You will leave with practical approaches you can apply immediately to build AI experiences people genuinely want to use.