<p>What does it mean to design experiences in a world where pixels are no longer the focus? In this episode, service design thought-leader and author Erika Flowers shares her thoughts on how designers must evolve as AI transforms the tools, processes, and expectations of our work. Erika shares lessons from her journey—spanning early web design, pioneering service blueprinting at Intuit, and orchestrating experiences at NASA—and offers a forward-looking take on why skills like facilitation, systems thinking, and storytelling will define the future of design.</p><p>About Erika Flowers: <a href="http://helloerikaflowers.com" rel="ugc noopener noreferrer" target="_blank">helloerikaflowers.com</a> | <a href="https://www.linkedin.com/in/helloeflowers" rel="ugc noopener noreferrer" target="_blank">LinkedIn</a></p><p>Related NN/g Courses</p><p><a href="https://www.nngroup.com/courses/service-design/" rel="ugc noopener noreferrer" target="_blank">Service Blueprinting</a></p><p><a href="https://www.nngroup.com/courses/research-with-ai/" rel="ugc noopener noreferrer" target="_blank">Accelerating Research with AI</a></p><p><a href="https://www.nngroup.com/courses/ai-for-design/" rel="ugc noopener noreferrer" target="_blank">AI for Design Workflows</a></p><p>Related Free NN/g Articles:</p><ul><li><a href="https://www.nngroup.com/articles/service-design-evolve-ai-agents/" rel="ugc noopener noreferrer" target="_blank">How Service Design Will Evolve with AI Agents</a></li><li><a href="https://www.nngroup.com/articles/future-proof-designer/" rel="ugc noopener noreferrer" target="_blank">The Future-Proof Designer</a></li><li><a href="https://www.nngroup.com/articles/ux-job-with-ai/" rel="ugc noopener noreferrer" target="_blank">Why I’m Not Worried About My UX Job in the Era of AI</a></li><li><a href="https://www.nngroup.com/topic/ai/" rel="ugc noopener noreferrer" target="_blank">More Free Articles on AI</a></li></ul>

NN/G UX Podcast

Nielsen Norman Group

51. The Future of Service Design in the Age of AI (featuring Erika Flowers, author of Practical Service Blueprinting)

JUN 20, 202543 MIN
NN/G UX Podcast

51. The Future of Service Design in the Age of AI (featuring Erika Flowers, author of Practical Service Blueprinting)

JUN 20, 202543 MIN

Description

<p>What does it mean to design experiences in a world where pixels are no longer the focus? In this episode, service design thought-leader and author Erika Flowers shares her thoughts on how designers must evolve as AI transforms the tools, processes, and expectations of our work. Erika shares lessons from her journey—spanning early web design, pioneering service blueprinting at Intuit, and orchestrating experiences at NASA—and offers a forward-looking take on why skills like facilitation, systems thinking, and storytelling will define the future of design.</p><p>About Erika Flowers: <a href="http://helloerikaflowers.com" rel="ugc noopener noreferrer" target="_blank">helloerikaflowers.com</a> | <a href="https://www.linkedin.com/in/helloeflowers" rel="ugc noopener noreferrer" target="_blank">LinkedIn</a></p><p>Related NN/g Courses</p><p><a href="https://www.nngroup.com/courses/service-design/" rel="ugc noopener noreferrer" target="_blank">Service Blueprinting</a></p><p><a href="https://www.nngroup.com/courses/research-with-ai/" rel="ugc noopener noreferrer" target="_blank">Accelerating Research with AI</a></p><p><a href="https://www.nngroup.com/courses/ai-for-design/" rel="ugc noopener noreferrer" target="_blank">AI for Design Workflows</a></p><p>Related Free NN/g Articles:</p><ul><li><a href="https://www.nngroup.com/articles/service-design-evolve-ai-agents/" rel="ugc noopener noreferrer" target="_blank">How Service Design Will Evolve with AI Agents</a></li><li><a href="https://www.nngroup.com/articles/future-proof-designer/" rel="ugc noopener noreferrer" target="_blank">The Future-Proof Designer</a></li><li><a href="https://www.nngroup.com/articles/ux-job-with-ai/" rel="ugc noopener noreferrer" target="_blank">Why I’m Not Worried About My UX Job in the Era of AI</a></li><li><a href="https://www.nngroup.com/topic/ai/" rel="ugc noopener noreferrer" target="_blank">More Free Articles on AI</a></li></ul>