零售AI界面常忽视残障用户需求，导致体验不公。
Designing AI for Real Users -- Accessibility Gaps in Retail AI Front-End
- 以残障用户视角检验零售AI界面，发现设计隐含理想使用者假设。
- 视觉、听觉、动作、认知等差异用户在虚拟助手等系统中被边缘化。
- 建议前端保障机制，推动商业与采购环节纳入可及性要求。
随着AI嵌入面向客户的系统，伦理关注多集中于模型、数据与治理，而对用户端设计的体验问题关注不足。本文指出，许多AI前端隐含‘理想用户’的身体与心智假设，这一问题在残障用户使用场景中尤为明显。研究聚焦零售领域的客户互动AI，包括虚拟助手、虚拟试穿系统与超个性化推荐。尽管这些系统宣称直观且包容，却仍存在对视觉、听觉、运动、认知、言语及感官差异者，以及数字素养和交互习惯随年龄变化用户的隐性排斥。基于实践洞察，本文认为此类失败并非源于技术限制，而是商业、组织与采购环境使可及性难以成为合同义务。提出‘前端保障’作为AI治理的补充，确保智能与多模态承诺真正覆盖真实用户多样性。
原文摘要 · Abstract (English)
As AI becomes embedded in customer-facing systems, ethical scrutiny has largely focused on models, data, and governance. Far less attention has been paid to how AI is experienced through user-facing design. This commentary argues that many AI front-ends implicitly assume an 'ideal user body and mind', and that this becomes visible and ethically consequential when examined through the experiences of differently abled users. We explore this through retail AI front-ends for customer engagement - i.e., virtual assistants, virtual try-on systems, and hyper-personalised recommendations. Despite intuitive and inclusive framing, these systems embed interaction assumptions that marginalise users with vision, hearing, motor, cognitive, speech and sensory differences, as well as age-related variation in digital literacy and interaction norms. Drawing on practice-led insights, we argue that these failures persist not primarily due to technical limits, but due to the commercial, organisational, and procurement contexts in which AI front-ends are designed and deployed, where accessibility is rarely contractual. We propose front-end assurance as a practical complement to AI governance, aligning claims of intelligence and multimodality with the diversity of real users.
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