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What good looks like: AI Service Design end-to-end

What you’ll learn

Differentiate AI features, AI journeys and AI-first services

  • Learn why the level you design for decides where risk is amplified or mitigated.

How an AI UX Blueprint dictates AI<>human handoffs

  • Blueprints specify context priorities that must travel with AI interactions so users never repeat themselves.

How to draft a lightweight AI behavior flow stress-test it

  • Guardrail AI interactions against angry, vulnerable and confused users, before anything ships.

Why this topic matters

A chatbot isn’t a service. Most AI work gets designed at the interface, then breaks backstage: handoffs lose context, the AI is confidently wrong, and no one owns the recovery. User trust suffers. In 30 minutes I’ll design one real service end to end: AI feature vs AI-first service, the six things every handoff must carry, and how to stress-test AI behavior against the users who actually turn up. Design the failure before the happy path.

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Who You will Learn From

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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.