UX. DX. AX.
You need all three.
Published Jul 15, 2025 · Around 2 minutes to read
Software has two sides: developers and users.
People build better software when they have a good developer experience (DX). For example, Stripe’s developer-friendly APIs allowed it to dominate the digital payments space.
Good DX translates to better user experiences (UX).
People will spend their hard-earned money on products that have a better UX. For example, Apple dominates the tech hardware space even though it so much more expensive than its competitors.
But there’s a new type of user that we need to start designing for: Agents.
Agents live in the space between developers and users. They can mimic reasoning in natural language like humans. But since they’re machines, they can process data faster.
This part machine, part human-like attributes of agents will allow software builders to offload the manual/tedious parts today’s digital experience of building and using software to agents.
For example, we’re currently redesigning a customer service flow where humans have to pull up multiple pieces of software to resolve tickets. It’s not hard, but It’s a grind. Customer service reps actually have to take “brain breaks” because it’s so tedious. An agent can automate the tedious part of this process: automatically resolving the easy tickets and bringing the human in for the tough ones.
Faster ticket resolution = lower overhead costs + happy humans = better customer service = more $$$.
My bet: good AX will translate to better UX and DX.
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P.S. I’m running an Agent Experience (AX) Sprint, a two week discovery to identify where human processes can be automated by AI agents. DM me if you’re interested.
P.P.S. My personal wish is that agents make forms obsolete. Web forms are painfully inconsistent, and there is no reason we should be spending so much time repeatedly filling them out. Autocomplete is just as bad.
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