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Season 7—Spring 2026  ·  19 episodes  ·  Through-line: the human architecture of institutional change
Why AI Scaffolding
Matters More than Use Cases
Flowers · S6
Decentralized
AI is the Future
Goertzel
Canonical
Knowledge is Key
DosSantos
What AI as
Cheap Prediction Means
Gans
Cheap Prediction,
Expensive Change
Goldfarb
Folk Law &
Fax Machines
Pahlka
Inside The
Infinity Machine
Mallaby
Crisis Is
Your Opening
Nitze
The Confabulation
Machine
Ratliff
No Strategy
Without Vision
Evergreen
When Agents Have
Wallets, Trust Is Currency
Cohen Freue
Nuclear Fusion,
No Power Lines
Frankle
The Checklist Your
Deck Is Missing
McMillan
Knowing Before
Doing
Hasbe
The Pyramid Was
Always Wrong
Barzun
Structure Before
Features
Schwartz
Selling to
Machines
Scheibenreif
What Agentic
Orchestration Actually Means
Hosts
You Are the
Circumstances
Godin
AI Activates
Service Design
Reason & Løvlie ← Latest
New Ideation
New this week  ·  S7E19 · Ben Reason & Lavrans Løvlie
Ideation

AI Activates Service Design

What do you hand the machine so it knows what the work is for? Ben Reason and Lavrans Løvlie on the service blueprint as a flight plan—a compression a human can sign, and a hydration an agent can run.

Originating episode · AI Activates Service Design · Invisible Machines  ·  Ben Reason & Lavrans Løvlie  ·  S7E19  ·  October 2026
Read the full Ideation →

To me, service blueprint is the flight plan.

—Robb Wilson
Related ideas: Service blueprint Flight plan You are the circumstances False proxies
In this ideation
Episode
Free
AI Activates Service Design—Ben Reason & Lavrans Løvlie · Invisible Machines
Ben Reason & Lavrans Løvlie
AI Activates Service Design · Invisible Machines
S7E19  ·  October 2026  ·  Video + transcript
UXM Article  ·  From the Practice
Free  ·  8 min
Ben Reason
What Is a Service Blueprint in the Age of AI? Part 1
Service design is established, and AI is exposing the gaps. An evidence-based blueprint as a way for leaders to govern complex change.
Read article →
UXM Article  ·  From the Practice
Free  ·  4 min
Ben Reason
What Is a Service Blueprint in the Age of AI? Part 2
The blueprint as a system prompt. Automation can free time, but people still have to decide what that time is for.
Read article →
Members essay
Members  ·  6 min
Josh Tyson
They Aren’t Paying for the Haircut
The haircut was the product. The service was the time in the chair, and the day after the hair left the building.
Read members essay →
UXM Article  ·  From the Practice
Free  ·  14 min
UX Magazine Staff
Five More Obvious (But Not So Obvious) Truths About Service Design
Five more realizations from Reason, Løvlie, Godin, and Age of Invisible Machines. Each is trivially true—and each invalidates another category of work.
Read article →

New Articles

All articles →
Service design

What Is a Service Blueprint in the Age of AI? Part 2

The blueprint as a system prompt: automation can free time, but people still have to decide what that time is for.

Ben Reason  ·  4 min
Members essay · Service design

They Aren’t Paying for the Haircut

The haircut was the product. The service was the time in the chair, and the day after.

Josh Tyson  ·  6 min
Service design

Five More Obvious (But Not So Obvious) Truths About Service Design

Five more realizations from Reason, Løvlie, Godin, and Age of Invisible Machines. Each is trivially true, and each invalidates another category of work.

UX Magazine Staff  ·  14 min
Conversation design

Your AI Is Lying to You (Politely)

Tushar Deshmukh on why fluent AI is the dangerous kind, and how to design confidence a person can actually calibrate.

Tushar Deshmukh  ·  7 min
Organizational design

Leadership in the Age of Infinite Fluency

Fluency is not understanding. Pavel Bukengolts on a one-page Decision Brief that keeps AI from inflating confidence.

Pavel Bukengolts  ·  6 min
Service design

What Is a Service Blueprint in the Age of AI? Part 1

Ben Reason on evolving the service blueprint into a collaboration space for humans and AI, starting with healthcare and B2B.

Ben Reason  ·  8 min
Interaction design

The Day the Interface Stopped Waiting

Tushar Deshmukh opens Designing the Machine: when the interface acts first, interruption is the safety feature, and one mistake can end the relationship.

Tushar Deshmukh  ·  6 min
Interaction design

Making Complex Products Feel Human: Designing Mascots for B2B SaaS

Roman Yakovlev on mascot systems for TitanApps and Coupler.io—from Jira-inspired character casts to guidelines, AI workflows, and conference swag.

Roman Yakovlev  ·  11 min
Ideations—Season 7 All ideations →
Future-Solving
Naming the human-feeling outcome before the tool parade begins: map what must become true, let exploration stay fuzzy while the vision stays sharp, and refuse to substitute vendor matrices for strategy.
↳ Evergreen, S7E9
Also in: vendor bake-off essays, members kickflip arc
◉ Episode ◉ UXM article ◉ Members essay ◉ Transcript
Canonical Knowledge
One governed layer of meaning everyone agrees to treat as source-of-truth—so agents and humans aren’t improvising incompatible copies of the same policy, pricing rule, or clinical pathway.
↳ DosSantos, S7E2
Also in: scaffolding episodes on operational truth
◉ Episode ◉ Guest article ◉ Transcript ○ Members essay
Cheap Prediction, Expensive Judgment
When prediction drops toward zero marginal cost, the binding constraint stops being “can the model guess right?” and becomes “who is accountable for acting on it inside messy institutions?”
↳ Goldfarb & Gans, S7E3–4
Also in: complements to prediction economics
◉ Episode ◉ UXM article ◉ Transcript ○ Members essay
The Confabulation Machine
LLMs as conviction engines: fluent, plausible, and prone to completing narratives that never happened—a design problem for verification layers, not just model knobs.
↳ Ratliff, S7
Also in: Shell Game cluster essays
◉ Episode ◉ UXM essays ◉ Members essay ◉ Transcript
Latest Episode Episode page →
Read now  ·  Invisible Machines S7E19
AI Activates Service Design—Ben Reason & Lavrans Løvlie · Invisible Machines S7E19
Ben Reason & Lavrans Løvlie on AI Activates Service Design
Ben Reason & Lavrans Løvlie  ·  Co-authors, Service Design
What do you hand the machine so it knows what the work is for? The service blueprint is the flight plan: a compression a human can sign, and a hydration an agent can run.
Recent Episodes
S7 · Seth Godin
You Are the Circumstances
Entanglement, the pin, and why a person will wink.
S7 · Hosts
What Agentic Orchestration Actually Means
You cannot trust the orchestratee to be the orchestrator.
S7 · Don Scheibenreif
Selling to Machines
Adoption is bottom-up while denial is top-down.
S7 · Evan J. Schwartz
Structure Before Features
You own the outcome, AI owns the output—structure before the feature.
S7 · Matthew Barzun
The Pyramid Was Always Wrong
Bottom-up is still a pyramid—constellation thinking for agentic orgs.
S7 · Sudhir Hasbe
Knowing Before Doing
Graph databases as the agent knowledge layer—knowing before doing.
S7 · Jeff McMillan
The Checklist Your Deck Is Missing
Knowledge before agents at enterprise scale.
S7 · Jonathan Frankle
Nuclear Fusion, No Power Lines
Fusion-grade models without the grid—and specification beyond benchmarks.
S7 · Brian Evergreen
No Strategy Without Vision
Vision-first strategy and procurement theater.
S7 · Federico Cohen Freue
When Agents Have Wallets, Trust Is Currency
Knowledge before action at enterprise scale.
S7 · Evan Ratliff
The Confabulation Machine
Truth, narrative completion, and verification design.
S7 · Marina Nitze
Crisis Is Your Opening
Sensemaking failure and crisis engineering practice.
S7 · Sebastian Mallaby
Inside The Infinity Machine
Capital, concentration, and frontier models.
S7 · Jennifer Pahlka
Friction Is the Feature
Folk law, implementation gaps, and civic systems.
S7 · Avi Goldfarb
Cheap Prediction, Expensive Change
Complements, judgment, and organizational cost stacks.
Members Essays Member essays →
Members only  ·  Josh Tyson
They Aren’t Paying for the Haircut

The haircut was the product. The service was the time in the chair, and the day after.

Original analysis  ·  Tied to Invisible Machines S7E19
Service design Needle in the Hay Ben Reason Seth Godin
Josh Tyson  ·  6 min read  ·  October 7, 2026
Read members essay →
Also in members
Selling to Machines Collaboration
Usurper, My Collaborator
🔒 Members essay · Josh Tyson · August 20, 2026 · 10 min
Knowing Before Doing Canonical knowledge
How Do You Like Them Apples?
🔒 Members essay · Josh Tyson · July 14, 2026 · 8 min
Invisible Machines Social contract
Did We Agree to This?
🔒 Members essay · Josh Tyson · May 6, 2026 · 9 min