September 19, 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
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