AI & Service Design: Expert Insights on the Future of UX
At Experience Haus, we’re always exploring how design thinking can shape the future—and our latest podcast episode dives deep into one of today’s most exciting frontiers: the intersection of AI and service design.
Our Creative Director, Amit Patel, brought together three incredible minds who recently shared the stage at the DDX Conference in Dubai: Rowan Salama from Careem Rides, Dimitris Kalogirou—founder of an AI-driven coaching platform—and Oliver Sear of PwC. What followed was a dynamic conversation that moved far beyond buzzwords and into the real-world impact of artificial intelligence on the human experience.
From the very first minutes, it was clear: AI in design isn’t just about smarter systems—it’s about deeper empathy. Rowan, who leads product research at Careem, revealed how her team is using machine learning to understand why users leave—and how to bring them back. But the real magic? It’s not in the numbers. It’s in the human insight behind them.
Dimitris painted a powerful picture of AI not as a cold tool, but as a partner in personal development. His focus on emotionally intelligent design challenges the industry to think differently: what if AI could sense stress, detect burnout, and respond with care—not code?
Oliver, leading innovation at PwC, shared how AI is being used in healthcare to improve experiences on every level—from system policy to patient care. Imagine a virtual assistant that doesn’t just track your sleep, but asks how you feel, listens to the answer, and tailors its response accordingly. That’s not just interaction—it’s connection.
But as with any powerful tool, AI brings its own set of challenges. The panel didn’t shy away from the complexity—internal resistance, ethical dilemmas, and the urgent need for cross-disciplinary collaboration. Still, they all agreed on one thing: designers have a unique role to play in shaping how AI meets humanity.
So what does this mean for those of us in the world of design education? It’s simple but powerful: learn the tools, ask better questions, and never lose sight of the people behind the product. Whether you’re building apps or crafting service journeys, the future will belong to those who can bridge the gap between technology and meaning.
Want to dive deeper into the full discussion? You can watch the episode below. And if you’re studying UX design, service design, or digital innovation, this is one conversation you don’t want to miss.
