Matthew Lippard

Designing Conversational AI Support to Bridge Barriers in Everyday Technology

Clara is a conversational "tech-support" system designed to help people regain confidence with everyday technology. As daily life becomes increasingly shaped by digital systems and devices, many people feel overwhelmed, excluded, or left behind by technology that seems to evolve without them. This project explores how conversational AI can reduce that pressure by offering calm, clear guidance that explains rather than takes over, allowing users to stay in control while feeling supported.

Grounded in Human-Centred Design, Critical Design, and Research through Design, Clara is shaped by values of manaakitanga and social equity. It asks how technology can uphold dignity, safety, and belonging for those overlooked by mainstream design. The work argues that progress should be judged not by efficiency alone, but by how confidently people can participate.

To build out the wider world of Clara, a video advertisement and poster campaign visualise the emotional reality of technological frustration and the reassurance Clara aims to provide. These activations extend the project beyond the prototype, framing Clara as a broader statement about empathy, inclusion, and the right to feel confident when navigating everyday technology.