51. The Future of Service Design in the Age of AI (featuring Erika Flowers, author of Practical Service Blueprinting)
About this episode
Erika Flowers discusses the evolution of service design in the context of AI and the skills needed for future designers.
What does it mean to design experiences in a world where pixels are no longer the focus? In this episode, service design thought-leader and author Erika Flowers shares her thoughts on how designers must evolve as AI transforms the tools, processes, and expectations of our work. Erika shares lessons from her journey—spanning early web design, pioneering service blueprinting at Intuit, and orchestrating experiences at NASA—and offers a forward-looking take on why skills like facilitation, systems thinking, and storytelling will define the future of design. About Erika Flowers: helloerikaflowers.com | LinkedIn Related NN/g Courses Service Blueprinting Accelerating Research with AI AI for Design Workflows Related Free NN/g Articles: How Service Design Will Evolve with AI Agents The Future-Proof Designer Why I’m Not Worried About My UX Job in the Era of AI More Free Articles on AI
People in this episode
Guest: Erika Flowers
Topics covered
- service design
- AI transformation
- design experiences
- facilitation skills
- systems thinking
- storytelling
Keywords
- service design
- AI
- design tools
- facilitation
- systems thinking
- storytelling
- user experience
Mentioned in this episode
Organizations: Nielsen Norman Group, Intuit, NASA
Books & works: Practical Service Blueprinting
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- 56. AI for UX Analysis: How Accurate Is It? (feat. Christian Holst & Jamie Holst, Baymard Institute)
- 55. Democratizing Research in the Age of AI (feat. Ned Dwyer, CEO & Co-founder of Great Question)
- 54. Designing for Millions of Users (feat. Jay Dutta, Global Head of UX, Deutsche Bank)
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