Design
For now.
This is an engineering era.
There are design, engineering, and control dominant eras. It’s not necessarily linear, design still happens. The focus on Ai/ML today might appear exclusive, but there’s a lot of demand for design– it’s just different.
Expect an increase in design activity by 2027 driven by the introduction and normalisation of intelligence services.
Scope shift for design.
Now, more than ever, creation matters more than explainability for service design. The gap between innovation and adoption is huge, so the best way to add value is to create.
What comes next.
Expect a greater focus on intelligence driven by mature models and capabilities. By 2027, a spike in design focus will centre around decision journeys and experiences. This hints at UI/UX focused on intelligence and trust.
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Maybe design focuses on intelligence.
Think of Service Intelligence as a layer that brings structure to nuance and context through human centred journeys.
Service designers ensure key information flows to support both augmentation and automation.
Think of Service Intelligence as a layer that brings structure to that information through human centred journeys. Service designers unlock that potential to create augmentation and automation driven experiences. Intelligence hidden in tribes, email, and other spaces will be used to improve overall Ai/ML adoption and design.
Intelligence hidden in tribes, processes, emails and other spaces limit usage and reliability of Ai/ML.
Maybe moments of decision are experiences.
Think of Service Intelligence as a layer that brings structure to that information through human centred journeys. Service designers unlock that potential to create augmentation and automation driven experiences.
Intelligence is often hidden in tribes, processes, emails and other spaces– this limits the use of Ai/ML today.
AI-driven products misfire when business rules are spread across inboxes and tribal memory instead of code. Decision Experience (Dx) design unlocks that hidden information and applies it as rules, logic, and services that support seamless journeys.
DX design
Team: Publicis Sapient
AI-driven products misfire when business rules are spread across inboxes and tribal memory instead of code. Decision Experience (Dx) design unlocks that hidden information and applies it as rules, logic, and services that support seamless journeys.
Service intelligence is an interactive layer of explainability that helps Ai/ML systems learn how to match user intent to business logic and opportunity.