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Touchpoint
p-ISSN: 1868-6052
e-ISSN: 2940-2778
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Designing for Cohesive Service Delivery in Agentic Experiences : A design framework to moderate human-AI interactionsEmma BlackwellTouchpoint - Emerging Service Design 17 No. 2 (2026)https://doi.org/10.30819/touchpoint.17-2.02 pp: 12-16 2026-06-18 |
Blackwell, E. (2026). Designing for Cohesive Service Delivery in Agentic Experiences : A design framework to moderate human-AI interactions. Touchpoint - Emerging Service Design, 17 (2), 12-16. doi:10.30819/touchpoint.17-2.02
@article{Blackwell_2026,
doi = {10.30819/touchpoint.17-2.02},
url = {https://doi.org/10.30819/touchpoint.17-2.02},
year = 2026,
publisher = {Logos Verlag Berlin},
volume = {17},
number = {2},
pages = {12-16},
author = {Emma Blackwell},
title = {Designing for Cohesive Service Delivery in Agentic Experiences : A design framework to moderate human-AI interactions},
journal = {Touchpoint - Emerging Service Design}
}
url = {https://doi.org/10.30819/touchpoint.17-2.02},
year = 2026,
publisher = {Logos Verlag Berlin},
volume = {17},
number = {2},
pages = {12-16},
author = {Emma Blackwell},
title = {Designing for Cohesive Service Delivery in Agentic Experiences : A design framework to moderate human-AI interactions},
journal = {Touchpoint - Emerging Service Design}
Abstract
As products adopt multi-agent systems, designers are framing AI as more than just a tool, treating agents as service-level actors whose roles and behaviours must be designed. Amid debates over whether AI will replace designers or provide new opportunities, the transition to agentic design offers a more promising future for design in an AI era.
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