AI-First UX & Service Design 101 & Certification- Design for LLM & Agents
Cost: US $999 (17 hours of content; career-defining up-skilling)
Design AI-first products without breaking trust, teams, or users
This course reframes product and service design for AI-enabled products, services and workflows.
First, we will learn how to stop treating AI as a feature. Instead, you will practice designing human–AI services.
I will teach you how to update User Centred Design for probabilistic systems.
This course defines real AI UX value, not hype. It’s based on how I’m using it in enterprise and gov environments (I recently led an AI Frontiers Service Design effort at the UK Government Digital Service).
Next, you will research, prototype, and test with AI in the loop. How? Each week builds toward a complete AI-first service concept. Every session is hands-on. Every artifact is reusable at work.
What you’ll learn
De-risk AI: Take an AI-First Service Design approach, avoid approaching AI as a tech or automation effort.
1. Move beyond chatbot ideas and design better end-to-end experiences.
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You’ll leave with an AI Service Anatomy Map that shows users, systems, AI touchpoints, human roles, risks, and recovery moments.
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Use the AI Service Anatomy Map to expose the full service system. Compare AI features, AI-supported journeys, and AI-first services.
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Deconstruct real AI examples to spot what changes backstage.
2. Choose AI use cases worth building
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You’ll be able to evaluate AI opportunities, so you can avoid vague ideas and focus on problems where AI creates real value.
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You’ll leave with an AI Fit Brief that explains the user need, service need, AI role, risks, and success measures.
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Use the AI Fit Canvas to test value, risk, and feasibility. Diagnose weak use cases using the AI Anti-Pattern Checklist.
3. Orchestrate human, AI, and service roles
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You’ll be able to design how humans and AI work together, so you can reduce confusion, repeat effort, and failed handoffs.
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You’ll leave with an AI Service Blueprint that shows responsibilities, escalation points, systems, and governance needs.
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Map who does what across users, AI, humans, and systems. Design handoffs that preserve context and accountability.
4. Prototype AI behaviour with design intent
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You’ll be able to specify how an AI should behave, so teams can test, critique, and build from a shared design standard.
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You’ll leave with an AI Behaviour Spec and Prompt Map that define inputs, outputs, tone, boundaries, refusal rules, and recovery scripts.
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Define acceptable and unacceptable AI responses. Prototype conversations, agent flows, and service behaviors.
5. Test AI experiences for risk, trust, and failure
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You’ll be able to user test non-deterministic AI behaviour, so you can catch service risks before launch.
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You’ll leave with a Stress Case Test Grid, AI Test Plan, and Risk Register.
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Test AI responses against real-world stress cases. Review edge cases involving confusion, vulnerability, anger, and misuse.
6. Present AI design decisions with confidence
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You’ll be able to explain AI design trade-offs, so stakeholders understand what is ready, what is risky, and what needs more work.
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You’ll leave with a certification evidence pack and a five-minute stakeholder-ready AI service case.
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Build a rollout recommendation using a readiness checklist. Connect design decisions to risk, governance, and service value.
Prerequisites
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You should already understand core UX or service design.
This is not an intro to UX or AI. This is a shift in how experienced practitioners work.
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You should be comfortable with journeys, flows, or research
This course assumes you are practising or working closely beside UX roles.
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You do not need to code. You do not need ML expertise.
Experience of GenAI is implied. But you don’t have to be a prompt master. This is not an intro to GenAI.
Who You will Learn From
Frank Spillers
Founder - UX Inner Circle
Frank Spillers, MS, founded the UX Inner Circle in 2020 to support senior practitioners facing complex challenges. The community exists to sharpen thinking, increase your confidence, and pressure-test real decisions. It’s built for people doing the work, not just talking about it. Frank founded an award-winning UX and Service Design consultancy (Experience Dynamics) and now leads UX and Service Design at numerous organisations, including the UK Government Digital Service. He has worked with and led teams to deliver hundreds of products and services over several decades. His work spans government, enterprise platforms, nonprofits, and global brands. He brings 25+ years as a senior UX and Service Design leader. His focus areas include Inclusive Design, accessibility, emotion-led design, cross-cultural UX, VR/AR, and UX leadership. His work has directly increased conversion by 88% and revenue by 300% for organizations including Nike, Microsoft, Intel, Capital One, Global Disability Rights Now!, the World Bank, and the City of New York.
