Over the past couple of years, I’ve had the privilege of delivering my AI in Service Design talk to incredibly engaged and thoughtful audiences.
Having presented this talk multiple times, I’ve been part of fascinating discussions with innovators, designers, and service leaders across various industries and organisations. Each has provided new insights and reinforced recurring themes about the challenges and opportunities in AI adoption.
Alongside this I have been hosting workshops to demonstrate the Ai Capability Design Pack myself and colleagues developed. The Ai Capability Design Pack provides a structured way to explore potential opportunities to improve user journeys, services and products using Ai, but with a focus on truly improving user experiences.
I’ve added an overview of the content of the workshops, If you’re interested in attending a workshop, keep an eye on my LinkedIn where I share upcoming events.
I wanted to take a minute to reflect on some of the standout moments, interesting discussions, and key takeaways.
There have been a lot of lightbulb moments during the sessions, realising how often AI is being seen as some magic all-in-one solution. whilst the reality is way more nuanced. We had some great discussions around this, and it was amazing to see people thinking more strategically about how AI could actually help them in their own organisations.
Another big talking point has been around Artificial Intelligence Experience (AX); how AI shapes the way customers perceive services through their experiences and interactions. We’ve talked about how AI needs to be more than just efficient; it has to feel natural, it needs to build trust with users.
The aim of the workshops is to give people a structured way to figure out where AI can add value (rather than creating unnecessary complexity). It has been fantastic seeing everyone work through different use cases and sharing their own experiences. It is really gratifying to hear how people are already imagining how they can take the framework and immediately start applying it to their own organisational challenges.
The sessions have reinforced to me how useful it is to break AI down in a way that we can explore it through a customer, user and human lens. It isn’t just a technical challenge, it’s a cultural and strategic one too, and it’s about shifting mindsets. I’ve had some great follow-up conversations with attendees who are already thinking about how to apply the AI Capability Design Pack in their teams. I can’t wait to see how their AI journeys unfold.
Thankyou
If you are reading this as one of the attendees of the talks or workshops – thanks so much for attending – it’s been wonderful to meet and speak to all of you.