Designing for AI Uncertainty: How Craftly Introduced Assistant Modes Without Confusing Users

AI · 6 min read

Craftly, an AI writing assistant startup, initially exposed three modes—Generate, Edit, and Verify—in a top-level toggle. Early analytics showed mode-switching friction and repeated help requests when outputs did not match user expectations. User interviews revealed that people needed both control when accuracy mattered and simplicity when they wanted a quick draft.

The design team pivoted to a hybrid approach: a single default 'Smart Compose' mode with an unobtrusive mode menu in the composer toolbar, plus inline confidence indicators and an 'Explain' affordance for any suggested text. The team also introduced microcopy that described each mode in one short phrase and used progressive disclosure to surface advanced options for power users.

Post-launch telemetry showed a 22% reduction in mode switches, a 17% drop in reported hallucinations (where users flagged errors), and higher satisfaction among both novice and experienced users. The case underscores that AI UX must account for uncertain outputs by offering clear mental models, lightweight controls, and explanation pathways rather than exposing complexity upfront.