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

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. About Erika Flowers: helloerikaflowers.com | LinkedIn Related NN/g Courses Service Blueprinting Accelerating Research with AI AI for Design Workflows Related Free NN/g Articles: How Service Design Will Evolve with AI Agents The Future-Proof Designer Why I’m Not Worried About My UX Job in the Era of AI More Free Articles on AI

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51. The Future of Service Design in the Age of AI (featuring Erika Flowers, author of Practical Service Blueprinting) is an episode from NN/g UX Podcast by Nielsen Norman Group.

This episode is 00:43:49 long.

This episode was published on Jun 20, 2025.

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