30 minutes
Most people hear agentic AI and think “more automation.” That’s the mistake. Automation decides for people. Agentic systems should decide with them. The difference is experiential not technical. When systems act without clear moments for intent, limits, or interruption, users lose control silently. Nothing breaks at first. Trust just erodes. Over time, people stop understanding what the system is doing or why it did it. Instead we need to redefine how agentic looks from a UX and Service Design perspective.
Agentic= high risk. Agentic AI is reshaping how we approach AI in service design. Most teams are charging in with automation goggles on. The risk isn’t intelligence, it’s unexamined AI autonomy. When user agency is unclear, users feel trapped, services fail silently, and orgs absorb the blame. This topic matters now because UX teams are being asked to build AI agents with implied trust and associated risks.
2. Design agency across journeys, not just screens
3. Audit and redesign agentic AI safely
4. Gain a shared language for UX and service teams.
Product designers, AI leads, UX leads, service designers, and anyone designing AI-enabled products. Ideal if currently working on AI or getting into it, getting ready for it.
MARCH 24th 9:00AM PDT; 12:00PM EDT; 17:00PM BST (London)
30 minutes
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