51. The Future of Service Design in the Age of AI (featuring Erika Flowers, author of Practical Service Blueprinting)

This book provides a holistic approach to designing user experiences, breaking down the process into five distinct planes: Strategy, Scope, Structure, Skeleton, and Surface. It emphasizes the importance of maintaining consistency and harmony across these planes to ensure a cohesive and effective user experience. The book is designed to help web development teams create successful user experiences by focusing on strategic objectives, user needs, information architecture, interaction design, and visual design. Although it was initially focused on web design, the second edition expands its principles to apply to products and services beyond the web.

In 'Conversational Design,' Erika Hall explains how to make digital systems feel less robotic and more real by applying the principles of human conversation. The book delves into linguistics, psychology, and design strategy to help designers create device-independent, human-centered systems. It covers topics such as understanding the human interface, the power of personality in design, and practical techniques for implementing conversational design in various contexts. Hall emphasizes the importance of balancing formal and informal language and creating interactions that are cooperative, goal-oriented, context-aware, and error-tolerant.