Erika Flowers

Erika Flowers, a service design thought-leader and author of Practical Service Blueprinting, shares her journey from web development to designing for NASA. She discusses how AI is reshaping service design, emphasizing the need for human-centered skills like facilitation and storytelling. Erika highlights the complexities of working in high-stakes environments and the importance of collaboration. She also explores how service blueprints can navigate AI-driven interactions, advocating for more intuitive design that promotes social equity and meaningful connections.