Fri, Jul 17, 2026
4:00 PM UTC (30 minutes)
Virtual (Zoom)
Free to join
Go deeper with a course
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Fri, Jul 17, 2026
4:00 PM UTC (30 minutes)
Virtual (Zoom)
Free to join
Go deeper with a course
What you'll learn
See Where AI Actually Changes the Service
Diagnose AI Service Risks Before They Scale
Redesign Services for Human + AI Collaboration
Why this topic matters
You'll learn from
Frank Spillers UX Inner Circle
Frank Spillers 25-year UX and Service Design Leader
I’ve led AI-first service design across government, enterprise, and start-ups.
Founded award-winning Experience Dynamics, a global UX and Service Design consultancy.
Design leader with 25+ years redesigning complex products and services across channels, touchpoints and organisations.
I specialise in inclusive service design and in helping teams identify root causes and implement impactful interventions. I’ve led service design in enterprise, gov and startups end-to-end from problem framing to service blueprints and operational and org change.
I mentor at UX Inner Circle for brands like Google, Harvard, Accenture, Dell, Mercedes-Benz, Zappos, Netflix and FedEx.
Recently led Service Design (AI Frontiers) @ UK Government Digital Service and:
>>>Why attend this session?
Learn:
a) How to identify the hidden layers of AI-first services including orchestration, memory, decision logic, escalation, and guardrails.
b) How AI creates new forms of failure demand, operational risk, trust breakdowns, and exclusion.
c) To gain practical frameworks for designing AI-assisted services that balance automation, human judgment, transparency, and recovery.
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