Frank Spillers UX Inner Circle

Redefining Agentic AI with UX & Service Design

Nike

UK Government Scotland

NYC.gov

Microsoft

Intel

Frank Spillers

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

Learn how “agentic AI” needs clarification. Separate user agency from automation theatre.

Clarify how agentic UX will perform

Define intent, scope, timing, and intervention across touchpoints. Map agentic decisions across journeys and ops.

Design agency across journeys, not just screens

Use a fast critique method to spot hidden autonomy and missing controls.

Audit and redesign agentic AI safely

Professionally, this helps you lead AI conversations confidently and design services that stay governable & de-risked.

Gain a shared language for UX and service teams.

This course teaches you how to adapt your UX research and design practices to deliver AI-based functionality.


World-renowned Leader in UX and Design

Center Centre – UIE

Jared Spool

Guides UX professionals on delivering well-designed products and services.


Cohort 9

Cohort 10

Ensure that every new AI capability your organization delivers improves the lives of your users and customers. AI is changing everything, and it’s currently impossible to imagine a world without it. The romantic viewpoint speaks to all the new things we’ll do with it — how it’ll make all our lives so much better.Yet you'll need to invest significant effort to realize the full potential of your AI functionality. UX and Design can (and should) play a substantial strategic role in how AI is infused into your organization’s products and services.How do you ensure that every new AI capability your organization delivers improves the lives of our users and customers?You can’t let AI be something that just happens to your products. You must intentionally design your AI capabilities to respect AI’s limitations while delivering exceptional experiences to the people you design for.

UX & Design for Today's AI Functionality

Section 1: Delivering Strategic UX & Design into the AI World (Lecture: 2 hours)

Section 2: Bringing AI Value through Intelligent UX & Design (Lecture: 1 hour)

Section 3: The Strategic UX & Design Process in an AI World (Lecture: 3 hours)

Learn how to adapt UX and design practices to deliver AI-based functionality.

For UX professionals seeking a user-centered approach to implementing AI.

Experienced Product and UX leaders who are now building and designing AI capabilities into their products and services.

Senior UX and Individual Contributors who want to take a leadership role in their org to ensure that UX is given attention with AI efforts.

Professionals ready to drive strategic thinking throughout their org on how to implement and deliver innovative, high-quality AI-infused UX.

Learn how to define task autonomy, decision thresholds, guardrails, and human override in agent-enabled systems.

Modernizing Business Analysis

Angela Wick

25+ years practicing, shaping, and teaching analysis, product, and requirements.

Agentic AI Skills for Business Analysts

Agentic AI changes the game because AI can autonomously act. It can initiate actions, make decisions, and operate across workflows with increasing autonomy. Risk escalates, and so does opportunity! Without deliberate, disciplined, and structured analysis, agents act on incomplete logic, unclear boundaries, and undefined escalation paths. That is where exposure multiplies. This course matters because Business Analysts are uniquely positioned to define autonomy limits, decision thresholds, guardrails, and monitoring structures before agents scale. It equips you to design control into autonomy, so AI-driven systems remain accountable, coherent, and aligned with business intent rather than becoming fragile at scale.AI is moving beyond assistance. Agents can:<ul><li>Initiate actions on their own</li><li>Make decisions</li><li>Trigger workflows</li><li>Operate continuously</li></ul>This changes the role of Business Analysis.When agents act without clearly defined:<ul><li>Goals</li><li>Boundaries</li><li>Escalation rules</li><li>Monitoring thresholds</li></ul>Organizations lose control.This course teaches how to design and govern agent behavior responsibly.

Prioritize, Define, Design, and Govern AI Agents and Agentic Systems

Distinguish Between Automation, Copilots, and True Agents

Decompose Tasks for Autonomous or Semi-autonomous Execution

Define Agent Goals, Success Criteria, and Measurements

Define/Design Multi-Agent Orchestration

Design Human Override and Intervention Paths

Participate in Ongoing Evaluation of Agent Performance

Business Analysts, Product Owners, Business Systems Analysts, Systems Analysts, Business Process Analysts, and similar roles.

BA Leaders redefining roles for AI-enabled teams

Business Leaders, Project and Product Professionals pulled into AI initiatives without clear accountability

This is a project-based course. In 6 weeks, you will learn a repeatable framework and build your multi-agent AI application ready to launch.

Pearson SME, O'Reilly teacher, ex-Cisco

Cisco

Claro Brasil

Pearson

O'Reilly

Carmelo Iaria

Agentic Architect, Pearson SME, Startup Founder, 30 years of global experience

Cognizant BR Turma 1

Cohort 5

This course is what you need to stay relevant — and protect your career.Why this course mattersIn 2026, engineering value is shifting from task execution to orchestration and systems thinking. Anthropic’s research shows that being a software engineer increasingly means orchestrating agents that write code, evaluating their output, and ensuring the system solves the right problems—not just writing more code yourself. The gap between early adopters and everyone else is widening fast.You will leave with a production-ready capstone architecture, reusable templates, and a repeatable method you can apply immediately to your projects.What alumni sayBuilders from AT&amp;T, HP, Morgan Stanley, T-Mobile, Cognizant, Experian have applied the method I teach to build amazing multi-agent applications.<ul><li>Matt (Founder, SAVANT-AI): "Five stars for course logic, course structure, and course value."</li><li>Alexa (Lead UX Designer, Caseware): "I can already see how to bring it into my work."</li><li>Satyan (Group PM, AT&amp;T): "The concepts taught here make the difference between building a product that works and one that doesn't."</li></ul>FINAL WEEK to Enroll to Cohort 5 (Enrollment closes Sunday May 31)

Software development is moving from writing code to orchestrating agents. 

Define a solid foundation with clear research and project scope

Architect your complete multiagent solution — from roles to workflows

Design and build a production-ready Agentic AI Application

Define and configure your multiagent crew — from backend logic to integrations

Add enterprise-level quality: integrate human feedback, observability, and QA

Deploy, validate, and present your final Capstone solution with confidence

Own delivery outcomes in tech/product/design/consulting. Read-level Python is helpful; pair with a technical teammate if needed.

Experience & Background

Comfort with Git/GitHub, API basics, and AWS (or similar). If rusty, budget extra setup time in Weeks 1-2.

APIs & Cloud Platforms

Agentic IDE (Cursor, Claude Code, GitHub Copilot), OpenAI API credits (~$20+), GitHub account, AWS access (recommended)

Required Tools & Access

Technical Builders (software, AI/ML, data, platform) moving from demos to reliable delivery..

Product and Business Owners (PMs, founders, consultants) responsible for outcomes, priorities, and execution quality.

UX and Experience Leaders (UX, service design, research) shaping human-agent workflows, trust, and adoption.

Go beyond interfaces—shape how intelligent systems behave.

Cohort 3

AI Design Leader |  x-Uber/Google/Amazon

Stanford University

Amazon

Google

Uber

Rupa Chaturvedi

AI Design Leader | AI enablement for UX orgs | ex-Uber, Google, Amazon, Stanford

Cohort 2

Cohort 4

AI is fundamentally changing how software products are being built. Companies are integrating large language models, agents, and adaptive systems. But user experience is often an after thought.The challenge? Designing for AI isn't like designing for traditional software. It's about system behavior, adaptation, and collaboration between humans and machines.If you've launched an AI feature only to watch users abandon it because they didn't understand what it was doing, or if you've been asked to "design the AI experience" but weren't sure where to begin, this course is for you.The Designer's Role Is EvolvingOpenAI and Zillow recently posted Model Designer roles focused on shaping how models behave. AI design roles are becoming mainstream, and designers are increasingly being pulled into agentic workflows. This signals where the discipline is headed: designers who can work upstream, influencing what systems learn, how agents act, and when they surface decisions to users.The discipline is shifting upstream. Designers must now shape what systems learn, how agents behave, and when to include humans in the loop - not just style the interface.

The AI Tech Revolution Is Redefining Design

Understand Model Capabilities and Constraints

Specify and Evaluate Model Behavior

Design for Adaptive and Emergent Systems

Build Trust Through Transparency and Human Oversight

Design Agentic Workflows and Multi-Step Interactions

 Influence Upstream Product Decisions

Senior UX &amp; Product Designers: Deepen your systems thinking skills and learn to design around model behavior

Design Leads &amp; Heads of UX: Guide teams, shape AI product strategy, and lead with system-level thinking and trust design.

AI-Aware PMs &amp; Researchers: Collaborate better with design, align model goals with UX, and support trust focused, adaptive systems.

Agentic AI

Coding with AI

AI Workflows

Claude Code

OpenClaw

Vibe Coding

AI Evals

AI Transformation

RAG & Search

AI for PMs

AI for Engineers

AI for Designers

AI for Marketers

AI for Founders

Product Sense

Product Discovery

User Research

Prototyping

Growth

Analytics

Tech Foundations

Strategy

Influence

Leadership

Career Growth

Machine Learning

LLM Ops

Context Eng

Security

System Design

Figma

Design Systems

Visual Design

Design Strategy

Automation

Content Marketing

Demand Gen

Go-to-Market

Product Marketing

Positioning

Social Media

Brand

B2B Marketing

SEO & AEO

AI for Leaders

AI Governance

Communication

Management

People Operations

Exec Presence

Storytelling

Goal-setting

Personal Brand

Fundraising

Everyone

Operators

Data Scientists

Business Analysts

User Researchers

Customer Success

Project Managers

HR Professionals

Sales People

Lawyers

Finance

Investors

Real Estate

Educators

Creators

Introduction: Redefining Genetic AI with UX and Service Design

Today's Agenda: Clarifying UX for Agentic AI

The Guacamole Story: A Cautionary Tale of AI Automation

The Reality of AI: Inaccuracies and "Slop AI"

The Importance of Security, Privacy, and Oversight in AI

Christian Cromlish's Experiment: The Risk of Optimizing for the Wrong Criteria

Human in the Loop vs. Full Automation

The 7 New Laws of Agentic AI

Case Study: Google's Agent Payments Protocol

Four Design Standards for Agentic AI

The Three Laws of Agentic UX

Q&A: The Powerless vs. The Powerful in AI

Q&A: Agentic AI and Accessibility

Product managers who drive strategy, development, and launch of products.

Designers who craft user experiences, interfaces, and visual design.

User researchers conducting interviews, usability studies, and customer research to inform product decisions.

Applying AI tools and techniques to professional workflows — assign alongside more specific AI topics.

Building autonomous AI agent systems that take actions, use tools, and orchestrate multi-step workflows.

User experience design — information architecture, interaction design, usability, and end-to-end experience flows.

Redefining Agentic AI with UX & Service Design

What you'll learn

Why this topic matters

You'll learn from

Frank Spillers