UX Pathways – Episode 7 : Carol Smith

Discover the unique user experience path that Carol Smith, Sr. Research Scientist – Carnegie Mellon University, followed in this seventh episode.

Carol Smith, a Senior Research Scientist specializing in Human-Machine Interaction at the Software Engineering Institute (part of Carnegie Mellon University), shares insights about her career journey, the evolving field of user experience (UX), and the role of artificial intelligence (AI) in the future of UX design.

Career Path and Background

Carol is currently focused on understanding the interaction between people and complex systems, working within the AI division at a leading academic and government advisory institution.
She has been involved in artificial intelligence since 2015, starting at IBM with projects including autonomous vehicles before moving to her current role.
Carol’s entry into UX was somewhat serendipitous. Initially seeking an advanced degree in business, she discovered the Human-Computer Interaction (HCI) master’s program at DePaul University, which aligned well with her interests and background.
Her diverse background includes art and photography/videography, which she successfully integrated with her passion for helping people and computers.
Transitioned from customer service to UX, motivated by frustration with computer usability and a desire to apply creative skills in a technical field.

Key Advice for Aspiring UX Professionals

Initiative and persistence are crucial in breaking into the UX field, especially without prior experience.
Networking remains important despite Carol’s personal experience of mostly applying to interesting positions directly.
Building a portfolio with real or side projects is essential to demonstrate skills and experience.
There are many educational pathways, including graduate degrees and bootcamps; however, careful vetting of programs is necessary to ensure value.
Non-traditional backgrounds are increasingly recognized as valuable, bringing diversity of thought and fresh problem-solving approaches to organizations.
Graduate school was a pivotal, positive choice for Carol but may not be feasible or desirable for everyone due to time and cost.

Future of UX and AI

AI will be integrated into many future systems, influencing how users interact with technology on a broad scale.
Despite progress, significant challenges remain related to safety, privacy, ethics, and human-centered design in AI systems.
UX work will continue to be vital not only in AI but also across many other types of software and digital products.
Carol compares the work in AI and UX to deep ocean exploration—a vast, largely uncharted domain with abundant opportunities for innovation and discovery.
The future of UX is multi-faceted, with AI as a key but not exclusive element.

Key Insights

Diverse backgrounds enrich UX, blending technical, artistic, and interpersonal skills.
The UX field requires proactive skill-building, portfolio creation, and networking.
AI presents massive opportunities and challenges in UX, particularly around ethical and privacy concerns.
UX careers offer long-term growth potential with evolving technology landscapes.
Graduate education can be highly beneficial but is not the sole path into the industry.

Transcripts

[Music]

Marc: Welcome to another episode of UX Pathways. I have the honor of being joined by Carol Smith. Carol, how are you?

Carol: Good, good—thank you for including me. This is fun.

Marc: Thanks for joining. I’ve admired your career for a long time. You’ve had so many interesting twists and turns, and it’s always inspiring to hear how you landed where you are. Let’s start with your current role. What are you doing now?

Carol’s Current Role

Carol: I’m a Senior Research Scientist in Human–Machine Interaction. My work focuses on the relationships between people and the systems they interact with, especially AI-enabled systems.

I’m part of the AI Division of the Software Engineering Institute (SEI) at Carnegie Mellon University. SEI is unique because we do academic research but also advise and collaborate with government partners. So my work lives at the intersection of cutting-edge research and real-world impact.

Marc: Amazing. You’re truly on the cutting edge—something you’ve consistently done throughout your career. So how did you stumble into this world?

How Carol Got Into AI and UX

Carol: This particular position? Honestly, I just applied. Throughout my career, I’ve had a pattern: I see a role that looks interesting, I apply, and I’ve been fortunate to land in places where I can grow.

I started working in AI in 2015 at IBM, then moved into autonomous vehicles, and now into AI at the Software Engineering Institute.

Marc: And what about user experience specifically? How did you get into UX?

Carol: I didn’t initially know what UX was.

I was looking for a graduate program—likely an MBA—because I wanted to expand my career options. But my situation at the time didn’t allow me to attend daytime classes. I needed a program I could do while working full-time.

That’s when I discovered the Human–Computer Interaction (HCI) program at DePaul University in Chicago. I remember thinking:

“You can get paid to do this?”

It combined everything I enjoyed:

Helping people
Understanding human behavior
Reducing frustration with technology
Applying my art background (my undergrad was in photography and videography)

I was working in customer service at the time, and UX felt like a perfect way to build on my strengths while moving into a more fulfilling career.

Carol’s Unconventional Path

Marc: That’s great. Many UX professionals start with unique backgrounds, and you’re no exception. It sounds like you merged your curiosity, art, and people-centered mindset into a career.

Along your path, have you picked up any advice for people who are thinking, “Maybe UX is for me”?

Advice for People Entering UX

Carol: Absolutely.

1. Take Initiative

This is a tough job market for beginners, especially if you lack experience. You have to:

Network
Make connections
Let people know your interests
Stay visible

Even though networking didn’t play a major role in my career path, it’s still a key factor for many people entering UX today.

2. Build a Portfolio Through Real Work

If you can:

Volunteer
Work on side projects
Collaborate on open-source or nonprofit projects

Do it.

You need real work in your portfolio—not just class assignments—to show how you think, solve problems, and communicate insights.

3. Vet Bootcamps Carefully

There are many programs out there, but:

They vary tremendously in quality
They require time
They can be expensive

Do deep research before committing. Make sure it’s truly worth the investment and aligns with your goals.

4. Recognize That Graduate School Isn’t the Only Path

For me, graduate school was absolutely the right choice. It opened doors and set me on a path that’s lasted 20 years.

But it’s not for everyone:

It’s expensive
It requires time
Not everyone can fit it into their life

Fortunately, more employers now value nontraditional backgrounds. Diversity of experience brings new strengths to UX teams. People from customer service, teaching, graphic design, psychology, and countless other areas bring valuable perspectives.

Where the Future of UX Is Headed

Marc: One bonus question—since you sparked my curiosity earlier. You work deeply in AI. Many people ask about the future of UX.

Is what you’re doing now where UX is headed?

Carol: AI will absolutely shape the future of UX. There’s no question that AI systems will play a major role in the tools and technologies people interact with.

But there’s a lot of work to do:

Safety
Privacy
Ethics
Trust
Transparency
Human-centered design of AI behavior

These are huge, unsolved challenges.

That said, AI is not the only path. There’s still plenty of need for UX in:

Traditional software
Services
Physical products
Government systems
Healthcare
Education

But yes—making AI truly human-centered is a massive opportunity for UX practitioners.

Marc: It sounds like deep-ocean exploration—so much uncharted territory, and so much still to build. That’s encouraging for anyone entering the field.

Marc: Carol, thank you for sharing your journey. You’ve given people a lot to think about—especially your unique background, your path into UX, and your perspective on the future.

Carol: Thank you for including me. This was wonderful.

Marc: You’re welcome!