September 4, 2025

Human Superpowers for AI Transformation

This abstract is from our article appearing in Touchpoint the Journal of Service Design, Vol. 16 No. 3 – Business Transformation by Design.

(Touchpoint is published by the Service Design Network. The full issue is available in print or PDF at service-design-network.org/touchpoint.)

As AI rapidly reshapes the way we work, organizations face a new kind of transformation—one where human capabilities are more essential than ever. While much attention is paid to the technical side of AI, most initiatives fail due to human, organizational, and cultural factors.

This article introduces a human-centered approach to AI transformation, grounded in service design, organizational change management, and pragmatic product development methodologies. It presents three interrelated frameworks:

  • A Human Skills Framework
  • An AI Organizational Maturity Ladder
  • A 7-Phase Transformation Process

These tools help service designers and transformation leaders embed AI in ways that enhance rather than disrupt teams, workflows, and culture. By focusing on the human side of change, organizations can develop the psychological safety, collaboration, and critical thinking required to adopt AI responsibly and sustainably.

Read the Full Article

Available in Touchpoint Vol. 16 No. 3 – Business Transformation by Design.👉 service-design-network.org/touchpoint

Touchpoint Journal

Keep reading

Human Superpowers for AI Transformation

Introducing three frameworks to transform business: human skills, organizational maturity, and a phased approach.

Sep 4, 2025

Beyond the Chat: UX Dimensions for AI Product Integration

Four UX dimensions shape how users experience AI: interaction paradigms, user control, trust and reliability, and workflow integration.

July 28, 2025

Understanding GenAI and Agents

AI comes in different forms. From analysis, summarization, synthesis, and writing to automation and workflows.

Aug 12, 2025

Craig Peters

Jason Monberg

September 4, 2025

Human Superpowers for AI Transformation

This abstract is from our article appearing in Touchpoint the Journal of Service Design, Vol. 16 No. 3 – Business Transformation by Design.

(Touchpoint is published by the Service Design Network. The full issue is available in print or PDF at service-design-network.org/touchpoint.)

As AI rapidly reshapes the way we work, organizations face a new kind of transformation—one where human capabilities are more essential than ever. While much attention is paid to the technical side of AI, most initiatives fail due to human, organizational, and cultural factors.

This article introduces a human-centered approach to AI transformation, grounded in service design, organizational change management, and pragmatic product development methodologies. It presents three interrelated frameworks:

  • A Human Skills Framework
  • An AI Organizational Maturity Ladder
  • A 7-Phase Transformation Process

These tools help service designers and transformation leaders embed AI in ways that enhance rather than disrupt teams, workflows, and culture. By focusing on the human side of change, organizations can develop the psychological safety, collaboration, and critical thinking required to adopt AI responsibly and sustainably.

Read the Full Article

Available in Touchpoint Vol. 16 No. 3 – Business Transformation by Design.👉 service-design-network.org/touchpoint

Touchpoint Journal

Keep reading

Product Transformation with AI

A framework to integrate AI into products. Engage levels simultaneously, from experiments to north star visions.

Updated Sep 3, 2025

Beyond the Chat: UX Dimensions for AI Product Integration

Four UX dimensions shape how users experience AI: interaction paradigms, user control, trust and reliability, and workflow integration.

July 28, 2025

Understanding GenAI and Agents

AI comes in different forms. From analysis, summarization, synthesis, and writing to automation and workflows.

Aug 12, 2025

Craig Peters

Jason Monberg

September 4, 2025

Human Superpowers for AI Transformation

This abstract is from our article appearing in Touchpoint the Journal of Service Design, Vol. 16 No. 3 – Business Transformation by Design.

(Touchpoint is published by the Service Design Network. The full issue is available in print or PDF at service-design-network.org/touchpoint.)

As AI rapidly reshapes the way we work, organizations face a new kind of transformation—one where human capabilities are more essential than ever. While much attention is paid to the technical side of AI, most initiatives fail due to human, organizational, and cultural factors.

This article introduces a human-centered approach to AI transformation, grounded in service design, organizational change management, and pragmatic product development methodologies. It presents three interrelated frameworks:

  • A Human Skills Framework
  • An AI Organizational Maturity Ladder
  • A 7-Phase Transformation Process

These tools help service designers and transformation leaders embed AI in ways that enhance rather than disrupt teams, workflows, and culture. By focusing on the human side of change, organizations can develop the psychological safety, collaboration, and critical thinking required to adopt AI responsibly and sustainably.

Read the Full Article

Available in Touchpoint Vol. 16 No. 3 – Business Transformation by Design.👉 service-design-network.org/touchpoint

Touchpoint Journal

Keep reading

Product Transformation with AI

A framework to integrate AI into products. Engage levels simultaneously, from experiments to north star visions.

Updated Sep 3, 2025

Beyond the Chat: UX Dimensions for AI Product Integration

Four UX dimensions shape how users experience AI: interaction paradigms, user control, trust and reliability, and workflow integration.

July 28, 2025

Understanding GenAI and Agents

AI comes in different forms. From analysis, summarization, synthesis, and writing to automation and workflows.

Aug 12, 2025

Craig Peters

Jason Monberg

September 4, 2025

Human Superpowers for AI Transformation

This abstract is from our article appearing in Touchpoint the Journal of Service Design, Vol. 16 No. 3 – Business Transformation by Design.

(Touchpoint is published by the Service Design Network. The full issue is available in print or PDF at service-design-network.org/touchpoint.)

As AI rapidly reshapes the way we work, organizations face a new kind of transformation—one where human capabilities are more essential than ever. While much attention is paid to the technical side of AI, most initiatives fail due to human, organizational, and cultural factors.

This article introduces a human-centered approach to AI transformation, grounded in service design, organizational change management, and pragmatic product development methodologies. It presents three interrelated frameworks:

  • A Human Skills Framework
  • An AI Organizational Maturity Ladder
  • A 7-Phase Transformation Process

These tools help service designers and transformation leaders embed AI in ways that enhance rather than disrupt teams, workflows, and culture. By focusing on the human side of change, organizations can develop the psychological safety, collaboration, and critical thinking required to adopt AI responsibly and sustainably.

Read the Full Article

Available in Touchpoint Vol. 16 No. 3 – Business Transformation by Design.👉 service-design-network.org/touchpoint

Touchpoint Journal

Keep reading

Product Transformation with AI

A framework to integrate AI into products. Engage levels simultaneously, from experiments to north star visions.

Updated Sep 3, 2025

Beyond the Chat: UX Dimensions for AI Product Integration

Four UX dimensions shape how users experience AI: interaction paradigms, user control, trust and reliability, and workflow integration.

July 28, 2025

Understanding GenAI and Agents

AI comes in different forms. From analysis, summarization, synthesis, and writing to automation and workflows.

Aug 12, 2025