51. The Future of Service Design in the Age of AI (featuring Erika Flowers, author of Practical Service Blueprinting)
What does it mean to design experiences in a world where pixels are no longer the focus? In this episode, service design thought-leader and author Erika Flowers shares her thoughts on how designers must evolve as AI transforms the tools, processes, and expectations of our work. Erika shares lessons from her journey—spanning early web design, pioneering service blueprinting at Intuit, and orchestrating experiences at NASA—and offers a forward-looking take on why skills like facilitation, systems thinking, and storytelling will define the future of design.About Erika Flowers: helloerikaflowers.com | LinkedInRelated NN/g CoursesService BlueprintingAccelerating Research with AIAI for Design WorkflowsRelated Free NN/g Articles:How Service Design Will Evolve with AI AgentsThe Future-Proof DesignerWhy I’m Not Worried About My UX Job in the Era of AIMore Free Articles on AI
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50. Responsible AI Use for Research Analysis (feat. Alexander Knoll, Co-Founder of Condens.io)
AI can do more than it’s ever done… but there’s a lot of unfounded hype, especially when it comes to user research. When should you delegate tasks to AI? And when should you insist on keeping the human in the loop? In this episode, Therese Fessenden sits down with Alexander Knoll, co-founder of Condens, to discuss the strengths and limitations of AI tools for research, and the evolving role of the user researcher.About Alexander & Condens: LinkedIn | Condens.ioResearch Repository Guide: https://condens.io/guides/research-repository-guide/On-Demand Recording of Condens Event: Making an Impact with User Research: How to Drive Change and Get NoticedAlex’s Article with NN/g: Common-Sense AI Integration: Lessons from the Cofounder of CondensOther Related NN/g Articles & Courses:Free Articles about AI & UXCourse: UX Basic TrainingCourse: Accelerating Research with AICourse: AI for Design WorkflowsCourse: Designing AI Experiences
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49. Design Leadership & Org Design (feat. Peter Merholz, co-author of Org Design for Design Orgs)
In this episode, Peter Merholz—co-founder of Adaptive Path and co-author of Org Design for Design Orgs—joins us to talk about what it really takes to build and scale effective design teams. We explore the systems, structures, and leadership mindsets that shape successful organizations, the relationships between product and design teams, and how design leaders can foster clarity, consistency, and impact as their teams grow. Whether you’re managing a team or aspiring to, this conversation is packed with insights on navigating the evolving role of design in today’s organizations.Learn More About Peter:Website: https://petermerholz.com/Newsletter: https://petermerholz.com/newsletter/ LinkedIn: https://linkedin.com/in/petermerholzPodcast: https://findingourway.design/Book: https://orgdesignfordesignorgs.com/Full-Day Courses (also available in half-day formats):DesignOps: Scaling UX Design: https://www.nngroup.com/courses/scaling-ux-design-and-user-research/?utm_source=podcast&utm_medium=social&utm_campaign=ep50Product and UX: Building Partnerships for Better Outcomes: https://www.nngroup.com/courses/product-and-ux/?utm_source=podcast&utm_medium=social&utm_campaign=ep50Leading Highly Effective UX Teams: https://www.nngroup.com/courses/leading-ux-teams/?lm=pm-ux-different-views-of-responsibilities&pt=article&utm_source=podcast&utm_medium=social&utm_campaign=ep50UX Leader: Essential Skills for Any UX Practitioner: https://www.nngroup.com/courses/ux-leadership-skills-for-all/?utm_source=podcast&utm_medium=social&utm_campaign=ep50New UX Managers: https://www.nngroup.com/courses/new-manager/?utm_source=podcast&utm_medium=social&utm_campaign=ep50Related Free NN/g Articles:DesignOps: Study Guide: https://www.nngroup.com/articles/design-ops-study-guide/?utm_source=podcast&utm_medium=social&utm_campaign=ep50Product & UX: Study Guide: https://www.nngroup.com/articles/product-and-ux-study-guide/?utm_source=podcast&utm_medium=social&utm_campaign=ep50PM and UX Have Markedly Different Views of Their Job Responsibilities: https://www.nngroup.com/articles/pm-ux-different-views-of-responsibilities/?utm_source=podcast&utm_medium=social&utm_campaign=ep50
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48. What is Object-Oriented UX (feat. Sophia Prater, Rewired UX)
UX practitioners often struggle with shifting requirements and increasing product complexity, making it difficult to design intuitive experiences. Object-Oriented UX (OOUX) offers a structured approach to simplify digital products by focusing on core objects rather than pages or screens. Sophia Prater explains how this method improves usability, reduces inconsistencies, and streamlines collaboration across teams.About Sophia Prater: Bio (via RewiredUX.com) | LinkedIn | InstagramLearn more about Object-Oriented UX:Upcoming Free UX Level-Up TrainingSign up for the newsletterOOUX PodcastOOUX for AI & AI for OOUX (course)Related NN/g Courses & Resources:UX Basic Training (full-day or 2 half-day course)What is Object-Oriented UX? (3-min video)
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47. Designing AI Experiences: What to Consider (feat. Caleb Sponheim PhD, NN/g)
As AI continues to evolve, designers are increasingly finding themselves tasked with creating AI-powered experiences—often without prior experience in the space. In this episode, NN/g UX Specialist Caleb Sponheim discusses the current state of AI tools, what’s working (and what’s not), and how designers can position themselves to navigate this shift. We also explore what it really means to develop AI safely and how designers can play a role in ensuring ethical, user-friendly AI experiences.About the speaker: Bio | LinkedInFull-Day Course: Designing AI Experiences(also available in half-day formats)Related NN/g Articles:Artificial Intelligence GlossaryHow Do Generative AI Systems Work?Redefine Your Design Skills to Prepare for AIAI Features Must Solve Real ProblemsMore Free Articles on AI
The Nielsen Norman Group (NNg) UX Podcast is a podcast on user experience research, design, strategy, and professions, hosted by Senior User Experience Specialist Therese Fessenden. Join us every month as she interviews industry experts, covering common questions, hot takes on pressing UX topics, and tips for building truly great user experiences. For free UX resources, references, and information on UX Certification opportunities, go to: www.nngroup.com
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