Sounds like you

“We bolted a chatbot onto the service and it made things worse.”

“Nobody has mapped where an agent should act versus where a human should.”

“We are redesigning a service around AI and need the whole journey blueprinted.”

“The model works in isolation, but the handoffs around it keep breaking.”

The problem

Most teams bolt a chatbot onto the service and call it AI.

The journey was never redesigned. A model gets dropped into one step while the rest of the experience stays exactly as it was, so the handoffs break and the value leaks. AI helps or hurts depending on a decision most teams skip entirely: at each step of the journey, does an agent act, or does a human? That decision is the work.

Who it is for

Product leaders Operations leaders Teams redesigning a service around AI Anyone past bolting on a chatbot

What you get

The whole journey, blueprinted, with every handoff decided.

Service blueprints. The full journey mapped, front stage and back stage, not a single screen in isolation.
Human and agent handoffs. Each step marked: where an agent acts, and where a human stays in it, and why.
Journey maps that hold up. Built to survive contact with the real operation, not just the happy path.
A design that goes live. The blueprint connects to the production AI underneath, because I build that too.

Why this is rare

Almost nobody can both teach service design and build the production AI underneath it. I do both. I ran an entire enterprise UX team through Cooper School service-design training. That is the rare combination this lane is built on: the blueprint and the system, from the same hands.

How it works

Step 01

Frame the service

A 30 minute call to scope the journey we are redesigning and what it has to do.

Step 02

Blueprint the journey

Map the whole thing, front stage and back stage, end to end.

Step 03

Decide the handoffs

Step by step, where an agent acts and where a human stays in the loop.

Step 04

Connect it to the build

Tie the blueprint to the production AI underneath, so the design is buildable, not theoretical.

Questions

How is this engaged? +

As a project or a workshop, depending on whether you want the blueprint delivered or your team taught to build it alongside me.

What makes this different from a UX consultant? +

The blueprint connects to a real system. I both teach service design and build the production AI underneath it, so the handoff decisions are made by someone who knows what the agent can actually do.

Do you build the AI from the blueprint too? +

Yes. The build lives in AI Agents to Production. Designing the journey and building the system from the same hands is the whole point of this lane.

Remote or on-site? +

Remote-first, based in Minneapolis, working across the United States. On-site for the workshop format when it helps the team.

Tell me which service you are redesigning around AI.

A 30 minute call, no deck, no pitch. We frame the journey and decide whether a project or a workshop fits.

Book 30 min ↗ Or just email me