You can’t build great AI on top of bad customer behavior. And sometimes… businesses are the ones creating the behavior.

After a frustrating moment in a dentist waiting room, Alyssa unpacks how outdated systems, unnecessary friction, and “required” fields are quietly training customers to give incomplete, inaccurate, or fake information.

Because when the process feels like busy work, people stop trying to help you.

This Field Note explores the connection between customer experience, operational design, and the future of AI powered businesses.

What happens when the systems designed to collect better data are actually making your data worse?