As AI transitions from hype to a core component of service and UX design, there’s an urgent need for designers to treat AI as a new material for innovation, crafting experiences that not only captivate end-users but also enhance internal efficiency in the organization. This strategic approach enables designers to deliver quick wins while laying the groundwork for long-lasting value. Focusing on user experience and business impact, it’s crucial to weave AI solutions into the fabric of service design, leveraging human-centered principles to enhance human expertise and provide greater value. This approach not only ensures the responsible deployment of AI but also foregrounds ethical considerations, making it indispensable for designers aiming to navigate the evolving landscape. By looking at AI as a design material, designers are equipped to unlock novel experiences and operational improvements, asserting the relevance and transformative potential of strategic service design in the digital age.
Pontus Wärnestål (he/him) is an award-winning Service Designer and Human-Computer Interaction researcher, with 20+ years of work and research experience in User Experience, Service Design, and Human-Centered AI. He is the author of 40+ scientific papers and books, including "Designing AI-Powered Services" which is used by several design and HCI education programs. Pontus currently serves as Deputy...