Orchestration: The Missing Layer in AI UX & Service Design

Hosted by Frank Spillers

Thu, Apr 16, 2026

4:30 PM UTC (30 minutes)

Virtual (Zoom)

Free to join

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Service Design Intensive & Certification- Design for End-to-End Services
Frank Spillers
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What you'll learn

How Orchestration works for AI & Service Design

How agent orchestration works across models, tone, people. Learn where to map who acts, when, and with what behavior.

Define Authority and Control in AI Systems

How to set clear autonomy boundaries for agents. Learn who will decide when humans approve, guide, or override actions.

Apply orchestration thinking to real AI service flows

Conduct a Orchestration Gap Scan to spot orchestration issues early.

Why this topic matters

Most teams focus on models and prompts. But users literally experience orchestration, not models. When orchestration is weak, users feel confused, lose trust, or back away from habitual use (user adoption). Understanding orchestration helps you design control. Orchestration is critical to AI Service Design. Don't leave it to well-meaning engineers. Define agent authority and control up front.

You'll learn from

Frank Spillers

Frank Spillers is a UX and Service Design leader with 25+ years

Frank Spillers is a UX and Service Design leader with 25+ years of experience helping organisations modernise their design practices. He specialises in AI-era design, voice agents, inclusive strategy, and complex service transformation. Frank has led major public-sector and enterprise initiatives, teaches global design teams, and brings deep expertise in problem framing, guardrails, and AI-driven workflows.


Who is this for?

Product designers, AI leads, UX leads, service designers, and anyone designing AI-enabled products. Ideal if currently working on AI or getting into it, getting ready for it.


Why you need to learn Orchestration for AI and Service Design:

Orchestration is the design and coordination of who acts, when, and with what authority across agents, people, and systems to deliver a service outcome.

In agent systems, orchestration governs how AI agents plan, execute, verify, escalate, and hand off work.

In service design, orchestration aligns roles, rules, tools, and decision rights across organisations to ensure actions are coherent, accountable, and trustworthy.

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